Deceptive Airtran Bump Reimbursement
Nov 19th, 2013, 05:05 PM
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Deceptive Airtran Bump Reimbursement
My wife and I are old hats at flying, having traveled extensively throughout the US, South America, and Europe over the years. However, we had never been in a position to be voluntarily bumped until this past summer on a return trip from Eleuthera, Bahamas. With a day to spare (we were returning on a Saturday night), when the gate agent announced that they needed 8 volunteers to be bumped from a flight from Atlanta to Richmond that was overbooked, we offered up our seats. In exchange, we were promised, we would receive 2 free roundtrip tickets anywhere that Airtran flies with only a couple of blackout dates - specifically the agent mentioned Thanksgiving, Christmas, New Year's, and Easter. This was the last flight out of Atlanta to Richmond that night, and since we had our four children with us, we gave up all 6 of our seats for the opportunity to take two vacations in the coming year.
Today, I called Airtran to book one of our free flights and learned that there are significant differences between what we were promised at the gate and what Airtran is now willing to provide. I've seen a few other posts about this problem from others, but I want to let the Fodor's community know what our experience has been so far. Like a previous poster, I've included an excerpt from my letter to Airtran below for your consideration:
--
I write to make a complaint about the deceptive compensation practices of Airtran. In July, we had tickets to return from Nassau, Bahamas to Richmond, VA through Atlanta, GA. The flight from Atlanta to Richmond was the last flight out of Atlanta to Richmond for the evening, and was overbooked so the gate agent asked for volunteers. In exchange, we were told we would get 2 roundtrip tickets per seat anywhere that Airtran flies, with the only restriction being a few blackout dates surrounding holidays. After the flight left, the gate agent rebooked us on a flight the next evening and we were given vouchers for “certificate” flights.
Today, I called to book flights for a trip we would like to take in March and April 2014. The flights are not full, but the customer service representative has indicated that there are no “certificate” seats available on this route in either March or April, or really at all. This was the first I have heard of these being “certificate” seats – the gate agent indicated quite vocally in his call for volunteers that we could fly anywhere that Airtran flies with the ONLY exceptions being holiday blackout dates.
I strongly object to the deceptive information about getting 2 roundtrip tickets on Airtran and not being informed that these would be extremely restricted “certificate” flight vouchers. In fact, we were specifically promised there were no other restrictions. After the customer service representative informed me of the “certificate” restriction, I looked over the information we were given. I could find no notice about this being a “certificate” seat until I looked UNDER the boarding pass which was conveniently stapled over the fine print disclaimer.
We believed when we volunteered our seats that we would be treated fairly and that the stated compensation of 2 roundtrip tickets per seat would be honored as promised – to fly anywhere that Airtran flies except during a few select blackout dates. Airtran had no problem taking our 6 seats during a very busy summer travel season, but now refuses to honor the deal in our request for flights during March and April 2014.
The customer service representative that I spoke to said that this was Airtran’s policy and she really couldn’t do anything about it, then asked if I would like to check for a flight elsewhere, as no “certificate” flights for this route were available (period).
This was our first time flying Airtran, and overall we were satisfied with the experience. However, the deceptive practice of taking seat volunteers, promising light restrictions, and stapling the boarding pass over contradictory exclusions, needs to be reviewed and changed.
Here is what I would like to happen:
1. Allow us to book our flight from on the not-full flights, as promised.
2. Ensure that we are also able to book our travel this summer without “certificate” restrictions, as promised. (This flight path is not yet open for booking.)
3. Review the practices of gate agents asking for volunteers to ensure that the deceptive practices are discontinued, including both (a) promising that the only restrictions are holiday blackout dates, and (b) of stapling the boarding pass over the fine print in the vouchers.
--
I have filed a complaint with the FAA Consumer Protection Division as well. I will keep the Fodor's community informed if there are any updates, but in the case that there is not a good resolution, I thought that others might benefit from our experience and choose not to voluntarily be bumped from a flight.
Today, I called Airtran to book one of our free flights and learned that there are significant differences between what we were promised at the gate and what Airtran is now willing to provide. I've seen a few other posts about this problem from others, but I want to let the Fodor's community know what our experience has been so far. Like a previous poster, I've included an excerpt from my letter to Airtran below for your consideration:
--
I write to make a complaint about the deceptive compensation practices of Airtran. In July, we had tickets to return from Nassau, Bahamas to Richmond, VA through Atlanta, GA. The flight from Atlanta to Richmond was the last flight out of Atlanta to Richmond for the evening, and was overbooked so the gate agent asked for volunteers. In exchange, we were told we would get 2 roundtrip tickets per seat anywhere that Airtran flies, with the only restriction being a few blackout dates surrounding holidays. After the flight left, the gate agent rebooked us on a flight the next evening and we were given vouchers for “certificate” flights.
Today, I called to book flights for a trip we would like to take in March and April 2014. The flights are not full, but the customer service representative has indicated that there are no “certificate” seats available on this route in either March or April, or really at all. This was the first I have heard of these being “certificate” seats – the gate agent indicated quite vocally in his call for volunteers that we could fly anywhere that Airtran flies with the ONLY exceptions being holiday blackout dates.
I strongly object to the deceptive information about getting 2 roundtrip tickets on Airtran and not being informed that these would be extremely restricted “certificate” flight vouchers. In fact, we were specifically promised there were no other restrictions. After the customer service representative informed me of the “certificate” restriction, I looked over the information we were given. I could find no notice about this being a “certificate” seat until I looked UNDER the boarding pass which was conveniently stapled over the fine print disclaimer.
We believed when we volunteered our seats that we would be treated fairly and that the stated compensation of 2 roundtrip tickets per seat would be honored as promised – to fly anywhere that Airtran flies except during a few select blackout dates. Airtran had no problem taking our 6 seats during a very busy summer travel season, but now refuses to honor the deal in our request for flights during March and April 2014.
The customer service representative that I spoke to said that this was Airtran’s policy and she really couldn’t do anything about it, then asked if I would like to check for a flight elsewhere, as no “certificate” flights for this route were available (period).
This was our first time flying Airtran, and overall we were satisfied with the experience. However, the deceptive practice of taking seat volunteers, promising light restrictions, and stapling the boarding pass over contradictory exclusions, needs to be reviewed and changed.
Here is what I would like to happen:
1. Allow us to book our flight from on the not-full flights, as promised.
2. Ensure that we are also able to book our travel this summer without “certificate” restrictions, as promised. (This flight path is not yet open for booking.)
3. Review the practices of gate agents asking for volunteers to ensure that the deceptive practices are discontinued, including both (a) promising that the only restrictions are holiday blackout dates, and (b) of stapling the boarding pass over the fine print in the vouchers.
--
I have filed a complaint with the FAA Consumer Protection Division as well. I will keep the Fodor's community informed if there are any updates, but in the case that there is not a good resolution, I thought that others might benefit from our experience and choose not to voluntarily be bumped from a flight.
Nov 19th, 2013, 06:55 PM
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The "two free roundtrip tickets anywhere we fly" type of compensation often turns out to be problematic for the reason you describe. They have significant blackout dates. A much better deal is a voucher for a cash amount. It can be applied toward the value of any ticket within one year.
Nov 19th, 2013, 11:47 PM
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I feel your pain, OP. I had the same thing happen to me with a US Airways flight in 2011. After a month of back and forth emails, US said they did all they were going to do and considered the matter closed. Since then I have not flown a US Air flight.
Nov 20th, 2013, 12:56 PM
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FYI while you may be right your letter is MUCH too long. You need to write it to a 10 year old's level of understanding.
And are you saying the fine print was IN the vouchers and just that the boarding pass stapled over it? I'd say in that case thee onus is on you to have read the fine print.
And are you saying the fine print was IN the vouchers and just that the boarding pass stapled over it? I'd say in that case thee onus is on you to have read the fine print.
Nov 21st, 2013, 04:36 AM
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@DebitNM: Yes, 2 free RT tickets per seat, for a sum of 12 total.
@newtome: The offer was for 2 free RT tickets per seat, anywhere that Airtran flies, with the few holiday blackout date exceptions. We received the vouchers after the flight had taken off, but we looked over the vouchers and everything looked great. The hidden fine print about these being certificates was stapled underneath the boarding passes -- all 6 voucher/pass combinations were done this way. This wasn't the only information on those vouchers, and frankly the things looked complete without them.
Lesson learned, we won't make the same mistake twice. However, I fail to see this as anything other than a deception on Airtran's part. We read the vouchers, except for the little bit hidden under the stapled boarding passes. We were told specifically that these weren't restricted by anything other than the typical blackout dates. And ultimately, we believed that we would be treated in good faith.
As a current update, I've received an email back from Airtran politely indicating that this is their policy. I will follow up again by phone today because the deal we struck is not what they are adhering to. I have not heard back from the FAA yet other than the form letter acknowledging my question.
@newtome: The offer was for 2 free RT tickets per seat, anywhere that Airtran flies, with the few holiday blackout date exceptions. We received the vouchers after the flight had taken off, but we looked over the vouchers and everything looked great. The hidden fine print about these being certificates was stapled underneath the boarding passes -- all 6 voucher/pass combinations were done this way. This wasn't the only information on those vouchers, and frankly the things looked complete without them.
Lesson learned, we won't make the same mistake twice. However, I fail to see this as anything other than a deception on Airtran's part. We read the vouchers, except for the little bit hidden under the stapled boarding passes. We were told specifically that these weren't restricted by anything other than the typical blackout dates. And ultimately, we believed that we would be treated in good faith.
As a current update, I've received an email back from Airtran politely indicating that this is their policy. I will follow up again by phone today because the deal we struck is not what they are adhering to. I have not heard back from the FAA yet other than the form letter acknowledging my question.
Nov 21st, 2013, 06:19 AM
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I understand your frustration with the difficulty in using these things, but I assume you signed a document when you were given the vouchers, and that document spelled out the terms of use and restrictions. Whether you actually saw the fine print or not, your signature was your consent to those terms. The FAA is not going to intervene in your favor.
Lesson learned: Don't accept this type of voucher. If there is a next time, make it one that has a value that you can apply toward the cost of any ticket.
Lesson learned: Don't accept this type of voucher. If there is a next time, make it one that has a value that you can apply toward the cost of any ticket.
Nov 23rd, 2013, 02:10 PM
#11
Lots of complaints dating back to 2003 regarding the same "deceptive" verbal disbursement of these vouchers by AirTran gate personnel. Doesn't sound like it's gonna get any better anytime soon, though I did see that a couple of people had luck talking to the "head of customer relations". One got their vouchers extended for a few more months (useless still) but another was able to manage having all the restrictions removed from his vouchers.
At any rate, it seems that the easiest way to find out when seats my be available to you is to join AirTran's frequent flyer program and then to check seat availability using "A+ reward points". Apparently if a flight is available using reward points it is almost always also available using one of these bump vouchers or "certificate seats".
At any rate, it seems that the easiest way to find out when seats my be available to you is to join AirTran's frequent flyer program and then to check seat availability using "A+ reward points". Apparently if a flight is available using reward points it is almost always also available using one of these bump vouchers or "certificate seats".
Dec 1st, 2013, 08:09 PM
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Some large newspapers' travel sections have a column for readers with issues like yours. It might be worthwhile to tell your story in such a forum. At best, you could get relief, and at least the airline's practices get exposed in newsprint. Here's a link to one such columnist: http://www.tmsfeatures.com/columns/t...roubleshooter/
Feb 23rd, 2014, 11:35 AM
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The Airtran Bait & Switch.
Have dreamed of getting bumped in exchange for free flights for years. Last year it finally happened. Was thrilled. Was flying back from family visit, so I had a place to stay even. Gate agents made the vouchers seem like best thing since slice bread. I'd be able to fly anywhere. First dose of cold water was when I went online to see how best use them I saw people claiming not only are Airtran's vouchers not worth their weight in gold, they're often not even worth anything, that it's so hard to book flights with them. I was a perfectly happy Airtran customer. I fly them multiple times a year and like their prices, their crews, and their gate agents. But these vouchers they give out are a scam. There were routes I tried to use them on where there was ZERO availability for MONTHS. Over the course of the past year, with hours spent reading message boards and playing around with their rewards site, repeated phone calls, and despite the fact I've take five trips during the last year, I was able to use one successfully (and even that one wasn't worth the hassle). The trick is to take advantage of their agents' inconsistent information; sometimes three agents will tell you there's zero availability but a fourth will say no problem and add a seat. Desperate to use the second voucher before it expired and with none of the dozen or so flights available I booked a questionable flight and had to cancel today. Turns out there's a $150 cancellation fee. One agent I spoke with seemed cognizant that their voucher program has flaws but the second one just repeatedly emphasized how I had agreed to the terms of the voucher. WRONG. I didn't never agreed to get bumped in exchange for a voucher with practically no value. Airtran may think its being clever by volunteers with an upsell followed by a stonewall but they are not helping themselves. In this case they've taken ten years of customer satisfaction and thrown it away. WARNING: Don't take the bait.
Have dreamed of getting bumped in exchange for free flights for years. Last year it finally happened. Was thrilled. Was flying back from family visit, so I had a place to stay even. Gate agents made the vouchers seem like best thing since slice bread. I'd be able to fly anywhere. First dose of cold water was when I went online to see how best use them I saw people claiming not only are Airtran's vouchers not worth their weight in gold, they're often not even worth anything, that it's so hard to book flights with them. I was a perfectly happy Airtran customer. I fly them multiple times a year and like their prices, their crews, and their gate agents. But these vouchers they give out are a scam. There were routes I tried to use them on where there was ZERO availability for MONTHS. Over the course of the past year, with hours spent reading message boards and playing around with their rewards site, repeated phone calls, and despite the fact I've take five trips during the last year, I was able to use one successfully (and even that one wasn't worth the hassle). The trick is to take advantage of their agents' inconsistent information; sometimes three agents will tell you there's zero availability but a fourth will say no problem and add a seat. Desperate to use the second voucher before it expired and with none of the dozen or so flights available I booked a questionable flight and had to cancel today. Turns out there's a $150 cancellation fee. One agent I spoke with seemed cognizant that their voucher program has flaws but the second one just repeatedly emphasized how I had agreed to the terms of the voucher. WRONG. I didn't never agreed to get bumped in exchange for a voucher with practically no value. Airtran may think its being clever by volunteers with an upsell followed by a stonewall but they are not helping themselves. In this case they've taken ten years of customer satisfaction and thrown it away. WARNING: Don't take the bait.
