When I bought my airline ticket to get from Florida to Providence, I had a few choices of airlines. I chose US Airways for a number of reasons, price and convenience being a few. The flight crew have always been friendly, making up for the sometimes sketchy time performance. However, this time, they have really dropped the ball - twice.
I booked my ticked the day before my departure; I'm spontaneous at times. Unfortunately, I accidentally deleted my confirmation email. I realized this the morning of my departure. Since my plane didn't leave until almost 4:00 pm, I figured calling customer service at 7:00 am would fix all my problems. The woman was very nice, but could not find my reservation. She looked and looked and I just wasn't there. I was flummoxed. She was flummoxed. She asked a supervisor for help. The advice was to purchase another ticket. I looked and I couldn't get the exact same dates. I had to stay one more day to get the exact same rate. I was worried about this double booking and expressed my concerns. Because the dates were virtually the same, because I had called, because it was clear from the time I bought the second ticket that I hadn't missed the first flight, if I was charged for both tickets, I was assured that I would get a refund. Not a ticket, a refund. I made very clear that I didn't want another ticket or credit - I wanted a refund if charged twice. "Not to worry," I was told.
I returned to Florida and of course, the debit card was charged twice. I just got off of the phone with US Airways and... yes indeed... the rudest customer service in the world. I was just informed that (if I'm lucky) I will get issued a credit because I was listed as a no-show. I was on that plane, how could I be on it twice? I was informed that I could be lying about everything. This makes no sense. Everything I'm saying makes perfect sense with the timing of the credit card charges - why would I buy two tickets before the first plane took off? This is just crazy.
I had offered this young woman some advice on how to improve the database so that this kind of stuff doesn't happen in the future - i.e. point this flaw out to someone in IT, investigate the situation so that it doesn't happen again - but this was just ignored. Again, it was insinuated that I could just be lying. Everything I said could be verified via IP addresses, time stamps and nothing else would make sense except for what I am saying. I have no doubt that people try to scam the airline, but when I am 100% on the level and I'm assumed guilty from the get go, this is customer service at its worst, especially when the mistake was on their end from the beginning.
US Airways, I'm waiting for you to make this situation right with me. But, I'm not holding my breath. Oh, and I think you need to have a talk with Jenny down in customer support. She needs an attitude adjustment.
*************UPDATE**************
June 28, 2007
***********************************
The credit card which I charged to which I both tickets was credited one of the tickets yesterday! Yay! I did not follow up on this at all, except for writing this blog post.
Thank you US Airways for taking care of this.
I do still think Customer Service, Jenny in particular, needs an attitude adjustment in terms of treating customers like they are guilty instead of assuming they are innocent and then looking for the evidence to see what is what. Obviously, it is the evidence they go by, so why ever insinuate to a customer that s/he may be lying. It is just poor customer service period.
However, giving my money back for their error in a relatively timely error without me bugging them - good customer service!
Guess it evens out.
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