(Consumer Advocate Column) Airlines Give Customers the Run-Around
August 4, 2008 · Print This Article
As airlines enter code-sharing agreements and buy seats off each other, customers are finding it difficult to get refunds from the right airline. The Times Union’s consumer advocate, Nadja Drost, penned the story of how an Albany, New York, couple tried to get a $150 refund from a 3-leg trip with 3 different airlines in her post, “Airlines Give Customers the Run-Around”.
Click HERE to read their story… and how they finally got the refund (hint: it’s NOT because of the phone calls and emails the couple sent to the airlines).
photo credit: Cubbie_n_Vegas
We are the parents featured in the article. The reportedr did a great job and thanks to her, we finally got the airlines to admit fault and take responsiblity. Truth is however, the situation was probably even more difficult than the reported could convey. The hours we spent trying to get our money back, the run arounds, the wasted time was extraordinary.
We will now do everything we can not to fly. Given the price of tickets, the way passengers are treated and the pollution that airfilghts make, staying closer to home makes better sense anyway.
Okay folks, we now need to take action against the crap service, over charging, lazy, rude employees, crowded planes and flight changes caused by the carriers…ENOUGH IS ENOUGH!
When an airline changes your scheduled departure, cancels your flight or messes up your schedule with mechanical problems, late departures, flight crews not showing up…THEY NEED TO PAY!
Every change we make on our tickets cost anywhere from 100 to 150 dollars and the airlines need to start compensating each passenger that THEY effect with their changes!
Over the last couple of months I have had 4 airline initiated changes and cancellations and none due to weather or air traffic control…I asked each time for a change fee and only once did I get the equivalent (in travel coupon) from Delta…the rest of the airlines (USAIRWAYS BEING THE RUDEST ON THE PLANET) basically told me to go fly a kite… this is my kite…START ASKING FOR RESTITUTION!
Southwest Airlines
P.O. Box 36647 – 1CR
Dallas, Texas 75235-1647
Re:#JLRC09
Customer Service,
I would like to discuss an embarrassing situation. I want to tell you that Southwest Airlines is my favorite way to fly and that is why I drove 4 hours to the airport in Albuquerque when I found out that the leg to Boise from Amarillo or Lubbock was no longer in service.
I am disabled and so I call for reservations because of my special needs. At the time I called I asked about your extra ticket policy and shared that I had gained weight from being in the wheelchair and the medicine . I was told it was no problem. So I made the reservation.
After arriving in Albuquerque I had a problem with my wheelchair and had to spend money that was not in my budget. Several other situations happened that day to cause anxiety. I knew the money would be tight on my trip but I wanted to see my son.
After a terrible day I finally arrived at the airport. The ticket agent was great and checked my bags and gave me tags for my wheelchair. I went through a thorough security search. I went to the desk at the main gate and they put my tags on and down the ramp I went. So relieved to be on the plane, all fastened in I breathed a sigh of relief. Such a terrible day but it was over and I was on my way. I heard one of the passengers ask if the flight was full. The stewardess said no that there were 15 empty seats. All of a sudden Randy came and asked if I had another boarding pass. I told him that I had another card and to wait until I looked. He said “so you only bought one ticket?”. I was tired and confused. “only one ticket I asked? I am the only one traveling.” Oh my gosh, is my size going to be an issue I thought. I didn’t know what to do. All I could think of was my son and how disappointed he would be that I wasn’t there. By this time I was crying in embarrassment, confused, very sad ; what was I to do. This was a tight trip financially and very difficult physically . So I got off the flight and was very emotional. I called my son in Chicago and told him how disgusted I felt with myself and went to my van. Got in the van and started it up when I realized I forgot my baggage. I went down to baggage and they told me my bags were on the way to Boise.
My bags had my heart meds and meds for my autoimmune disease. Very important. Southwest is having my baggage delivered by FedEx tomorrow, I hope.
Some suggestions: Let a person know ahead of time there might be a problem with their size; Have a trail seat for people of size to try; For heavens sakes don’t wait until they are on the plane and ready to go before lowering the boom. Is this a ploy to back them into a corner, so out of embarrassment they buy another ticket on the spot? I should have been told long before I entered the plane and my bags were stowed. I would have bought another ticket had I not been so cash poor.
We who are overweight know it. But to be so embarrassed in front of the other passengers, is overwhelming. I understand your policy, but your way of handling it is awful and unprofessional.
Thank you in advance for taking the time to read my letter. I hope it gave you some insight into how to handle a very delicate situation.
Sincerely,
Rose Ann Luna