Here's my story, it's sad but true...please give me your help in using US Airways vouchers.
Sep 4th, 2007, 07:12 AM
#23
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Update:
No luck so far getting a live voice on customer relations. Someone in reservations just offered me $200 off on each ticket but their price to Fla is over $900 so $200 only gets me to $700+. I can get tickets on expedia for $600+.
Will try to convince SO to go for a long weekend somewhere but that's a pretty slim chance during the semester.
Am getting tired of the whole situation and will soon rip up vouchers into confetti and chalk it up to lesson learned. Voodoo dolls re US Airways forthcoming.
Unfortunately, this cancellation means disappointing friends whom we had invited to Florida.
No luck so far getting a live voice on customer relations. Someone in reservations just offered me $200 off on each ticket but their price to Fla is over $900 so $200 only gets me to $700+. I can get tickets on expedia for $600+.
Will try to convince SO to go for a long weekend somewhere but that's a pretty slim chance during the semester.
Am getting tired of the whole situation and will soon rip up vouchers into confetti and chalk it up to lesson learned. Voodoo dolls re US Airways forthcoming.
Unfortunately, this cancellation means disappointing friends whom we had invited to Florida.
Sep 4th, 2007, 09:51 AM
#25
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Their response, and mine. Sorry for the length. Don't bother reading it if it's too boring:
On 4 Sep 2007 at 9:45, Customer Relations wrote:
Subject: US Airways Ref Number: 2205052A
Date sent: Tue, 4 Sep 2007 09:45:28 -0700
From: "Customer Relations" <[email protected]>
Dear (hdm),
Thank you for contacting Customer Relations at US Airways. We welcome all inquiries, concerns, and compliments.
Please accept our apology for the issues you have raised regarding the Terms and Conditions of Use for your Round Trip Flight Credit. These coupons are capacity controlled and there are limited number seats on each flight. The number of available seats in each market will vary for award seats and the availability can change daily, depending on reservations canceled, reservations ticketed, market fluctuation, etc. Therefore, a flight may have seats available for purchase while a Round Trip Flight Credit seat is not.
A dollar-based option is also now available. If the dollar-based option is chosen, it may be used towards the price of one (1) one way or round trip ticket in any class of service on US Airways, US Airways Express flights. If the price of the ticket is greater than the value of this certificate, you simply pay the difference. If the price of the ticket is less than the value of the certificate, there is no residual value.
As always, customer service representatives are available for further assistance at 1-800-428-4322. They are very knowledgeable and can often times assist with alternate markets, times, etc..., keeping in mind that they are still working with the seat allocation and guidelines. They will also be able to assist you in determining the dollar-based value of your certificate.
If you prefer, we would be happy to exchange the Round Trip Flight Credit for a $200 Transportation Voucher that is not capacity controlled. The new voucher will have an expiration date of one year from the date of issue, and all travel must be completed by that time. The voucher is valid toward the purchase of any US Airways flight booked through our Reservation system. Vouchers and coupons are not valid toward Internet fares.
If you prefer to exchange your Round Trip Flight Credit for a $200.00 Transportation Voucher, please mail your voucher to our office:
US Airways
ATTN: Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Please write your file number WT#…….A in the lower right corner of your envelope to help expedite your information.
We know you have many choices when it comes to traveling these days, and we would welcome the opportunity to provide for your future travel needs.
My response:
Thank you for your prompt response and while I appreciate your apologies, they don't compensate for a cancelled Christmas vacation not only for us but for the friends we invited to accompany us.
It is incumbent on US Airways to ensure that their gate attendents have the full and correct information regarding the restrictions on voucher use and that they clearly advise US Airways clients of these restrictions before offering the vouchers. To that end, having a printed poster or information sheet would be prudent so there are no misunderstandings. In our case, the voucher was clearly misrepresented by not only one, but two, gate attendents.
I have been offered the $200 per ticket discount and declined it. The price of the tickets we would need are well over $900 each. A $200 discount brings this down to $700+ which is the same fare I can get from your competitors and approximately $100 more than I'd have to pay if I booked the ticket on Expedia.
Regarding your statement that customer service is always available, I have tried to get through to that line since that office opened at 7 a.m. this morning and have yet to speak to a live person. Having a recorded announcement does not constitute having customer service 'always available'.
If I am not able to use these vouchers in the way they were represented at the time they were issued, I would like to be compensated in one of the following ways:
1) a $500 discount per ticket for use on a regular fare for this December's trip to Florida, or
2) an extension of these vouchers with an expiry date of December 31, 2008, or
3) an upgrade to first class, in the unlikely case that I can find a way to use the vouchers before December 30, 2007.
Once again, thank you for your response and I look forward to hearing from you regarding this request.
On 4 Sep 2007 at 9:45, Customer Relations wrote:
Subject: US Airways Ref Number: 2205052A
Date sent: Tue, 4 Sep 2007 09:45:28 -0700
From: "Customer Relations" <[email protected]>
Dear (hdm),
Thank you for contacting Customer Relations at US Airways. We welcome all inquiries, concerns, and compliments.
Please accept our apology for the issues you have raised regarding the Terms and Conditions of Use for your Round Trip Flight Credit. These coupons are capacity controlled and there are limited number seats on each flight. The number of available seats in each market will vary for award seats and the availability can change daily, depending on reservations canceled, reservations ticketed, market fluctuation, etc. Therefore, a flight may have seats available for purchase while a Round Trip Flight Credit seat is not.
A dollar-based option is also now available. If the dollar-based option is chosen, it may be used towards the price of one (1) one way or round trip ticket in any class of service on US Airways, US Airways Express flights. If the price of the ticket is greater than the value of this certificate, you simply pay the difference. If the price of the ticket is less than the value of the certificate, there is no residual value.
As always, customer service representatives are available for further assistance at 1-800-428-4322. They are very knowledgeable and can often times assist with alternate markets, times, etc..., keeping in mind that they are still working with the seat allocation and guidelines. They will also be able to assist you in determining the dollar-based value of your certificate.
If you prefer, we would be happy to exchange the Round Trip Flight Credit for a $200 Transportation Voucher that is not capacity controlled. The new voucher will have an expiration date of one year from the date of issue, and all travel must be completed by that time. The voucher is valid toward the purchase of any US Airways flight booked through our Reservation system. Vouchers and coupons are not valid toward Internet fares.
If you prefer to exchange your Round Trip Flight Credit for a $200.00 Transportation Voucher, please mail your voucher to our office:
US Airways
ATTN: Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Please write your file number WT#…….A in the lower right corner of your envelope to help expedite your information.
We know you have many choices when it comes to traveling these days, and we would welcome the opportunity to provide for your future travel needs.
My response:
Thank you for your prompt response and while I appreciate your apologies, they don't compensate for a cancelled Christmas vacation not only for us but for the friends we invited to accompany us.
It is incumbent on US Airways to ensure that their gate attendents have the full and correct information regarding the restrictions on voucher use and that they clearly advise US Airways clients of these restrictions before offering the vouchers. To that end, having a printed poster or information sheet would be prudent so there are no misunderstandings. In our case, the voucher was clearly misrepresented by not only one, but two, gate attendents.
I have been offered the $200 per ticket discount and declined it. The price of the tickets we would need are well over $900 each. A $200 discount brings this down to $700+ which is the same fare I can get from your competitors and approximately $100 more than I'd have to pay if I booked the ticket on Expedia.
Regarding your statement that customer service is always available, I have tried to get through to that line since that office opened at 7 a.m. this morning and have yet to speak to a live person. Having a recorded announcement does not constitute having customer service 'always available'.
If I am not able to use these vouchers in the way they were represented at the time they were issued, I would like to be compensated in one of the following ways:
1) a $500 discount per ticket for use on a regular fare for this December's trip to Florida, or
2) an extension of these vouchers with an expiry date of December 31, 2008, or
3) an upgrade to first class, in the unlikely case that I can find a way to use the vouchers before December 30, 2007.
Once again, thank you for your response and I look forward to hearing from you regarding this request.
Sep 4th, 2007, 10:57 AM
#28
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I honestly don't expect them to say yes to any of my requests. In fact, if they did, I'd fall over in a dead faint.
mrwunrfl, yes it is over $900. I priced it with the reservations agent on the phone this morning when she was offering me the discount. What makes you think it's $572? Are you assuming that it's a straight round-trip from Toronto to Ft Lauderdale? Because it's not. Even if it were, their website tells me that prices for coach range from $492 to $996 -- each way!
And while I might be prepared to drive to Buffalo for a cheap airfare, you should remember that it's not exactly next door. It's a 2-hour drive each way and then I have to pay for parking for the duration of my trip. It's also not something I'd risk in the winter -- Buffalo weather is very unpredictable and we could easily have our flight cancelled and be stranded there with no vacation options at all.
mrwunrfl, yes it is over $900. I priced it with the reservations agent on the phone this morning when she was offering me the discount. What makes you think it's $572? Are you assuming that it's a straight round-trip from Toronto to Ft Lauderdale? Because it's not. Even if it were, their website tells me that prices for coach range from $492 to $996 -- each way!
And while I might be prepared to drive to Buffalo for a cheap airfare, you should remember that it's not exactly next door. It's a 2-hour drive each way and then I have to pay for parking for the duration of my trip. It's also not something I'd risk in the winter -- Buffalo weather is very unpredictable and we could easily have our flight cancelled and be stranded there with no vacation options at all.
Sep 4th, 2007, 11:03 AM
#29
I priced the ticket at USAir dot com for the YYZ-FLL/TLH-YYZ 12/26 - Jan 4.
Basically, you made a deal without reading the fine print and now want to change it. I'd take the $200, a fair amount for a FLL-CLT or FLL-PHL bump (assuming that you also got an upgrade on your later flight).
Basically, you made a deal without reading the fine print and now want to change it. I'd take the $200, a fair amount for a FLL-CLT or FLL-PHL bump (assuming that you also got an upgrade on your later flight).
Sep 4th, 2007, 11:21 AM
#30
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No, mrwunrfl, there was no fine print. Literally. I asked a million questions and I believed what I was told (foolish me, right?). And re the fare, you've got both my dates and my locations wrong.
I'm not trying to change any deal. They've trotted out restrictions after the fact and in balance, I've trotted out my requests. We'll see what happens.
I'm not trying to change any deal. They've trotted out restrictions after the fact and in balance, I've trotted out my requests. We'll see what happens.
Sep 4th, 2007, 11:25 AM
#31
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Sorry, mrwunrfl, in fact I had my dates wrong in my original email to them. I was planning to fly on December 22, not 26. Still, with the correct dates, the price given to me by the ticket agent (and the website) is over $900.
Sep 4th, 2007, 11:41 AM
#32
$735++
At USAir dot com select:
- Travel Tools
- Policies & Special Needs
- General Policies
scroll to the bottom, under "Alternate Payment Methods"
I think you got a "Round Trip Flight Credit" but maybe it is the pink & purple "Transportation Voucher". You can find the policies there. Note that you have the option of transferring the coupons.
At USAir dot com select:
- Travel Tools
- Policies & Special Needs
- General Policies
scroll to the bottom, under "Alternate Payment Methods"
I think you got a "Round Trip Flight Credit" but maybe it is the pink & purple "Transportation Voucher". You can find the policies there. Note that you have the option of transferring the coupons.
Sep 4th, 2007, 12:10 PM
#33
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Well, it looks nothing like the pink and purple one and they don't show the other.
Why are you so dedicated to finding a price for me when believe I mentioned several times that I was actually TOLD the price by the US Airways reservations agent? Not to say I haven't been misinformed by their employees before.
In any case, Florida is out of the picture now and I'll try to find another way to use vouchers before the end of the year.
Why are you so dedicated to finding a price for me when believe I mentioned several times that I was actually TOLD the price by the US Airways reservations agent? Not to say I haven't been misinformed by their employees before.
In any case, Florida is out of the picture now and I'll try to find another way to use vouchers before the end of the year.
Sep 4th, 2007, 02:19 PM
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hdm:
this is outrageous! you gave up your tickets and your flight for the airlines CONVENIENCE... not your convenience.
they told you - you could use the voucher anytime, full value, within one year.
I would write the airlines and tell them they are not just losing the cost of the voucher, they are losing potentially thousands of dollars that you will no longer be spending to fly on their airlines. And you will notify all your friends and family members to do the same.
i did exactly this same thing when i had a problem with American Airlines and they sent me a check for the full value I requested. It won't hurt to try.
this is outrageous! you gave up your tickets and your flight for the airlines CONVENIENCE... not your convenience.
they told you - you could use the voucher anytime, full value, within one year.
I would write the airlines and tell them they are not just losing the cost of the voucher, they are losing potentially thousands of dollars that you will no longer be spending to fly on their airlines. And you will notify all your friends and family members to do the same.
i did exactly this same thing when i had a problem with American Airlines and they sent me a check for the full value I requested. It won't hurt to try.
Sep 4th, 2007, 02:30 PM
#37
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I want to thank hdm for taking the time to post in detail. This is a good lesson to all of us.
Not only is what anyone tells you often unreliable, I know I often hear what I'm hoping to hear, and interpret "may" as "for sure".
It's always the written document that counts, along with the usual disclaimer that the issuer can change the terms whenever they like, or even withdraw the offer entirely.
Sometimes there are no constants, only variables.
Not only is what anyone tells you often unreliable, I know I often hear what I'm hoping to hear, and interpret "may" as "for sure".
It's always the written document that counts, along with the usual disclaimer that the issuer can change the terms whenever they like, or even withdraw the offer entirely.
Sometimes there are no constants, only variables.
Sep 4th, 2007, 04:07 PM
#38
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nanabee - USAirways is still too busy deleting all the nasty emails they receive about their horrible trans-Atlantic service. I don't think they have too much time to deal with a "simple" voucher problem.
fodors.com/forums/threadselect.jsp?fid=126&tid=35057730
fodors.com/forums/threadselect.jsp?fid=126&tid=35057730
Sep 4th, 2007, 05:45 PM
#40
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nancy, I'd forgotten about Chris Elliott. However, I'm going to wait to see what their return email says -- I feel certain they won't agree to anything I want, though -- and then I'm going to cut my losses. I've expended too much emotional energy on this.
Assuming we can use the voucher, we're hoping to visit friends in DC over the Canadian Thanksgiving weekend. This will give me a chance to try my hand at Priceline too and pretty safely, since if the hotel turns out to be a dud we can always go to 'our room' at their place.
nanabee, I will take your advice and write to the airline. After all, what have I got to lose by doing that. To whom did you direct your letter at AA?
I want to thank all of you for your wonderful support and suggestions. It really does help to know that I'm not the only one who's been suckered into a deal like this and I'll just chalk it up to one of life's lessons learned.
I'll let you know the outcome for sure, but many, many thanks for your help!
Assuming we can use the voucher, we're hoping to visit friends in DC over the Canadian Thanksgiving weekend. This will give me a chance to try my hand at Priceline too and pretty safely, since if the hotel turns out to be a dud we can always go to 'our room' at their place.
nanabee, I will take your advice and write to the airline. After all, what have I got to lose by doing that. To whom did you direct your letter at AA?
I want to thank all of you for your wonderful support and suggestions. It really does help to know that I'm not the only one who's been suckered into a deal like this and I'll just chalk it up to one of life's lessons learned.
I'll let you know the outcome for sure, but many, many thanks for your help!
