I HATE Skybus!
Jun 4th, 2007, 12:11 PM
#21
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If you've read through their website, you'll find they show much contempt for their customers. [Their wording sounds a lot like Ryanair's chairman Michael O'Leary; but at least Ryanair don't put those on their website.]
So, I'm not surprised to read that email response you get.
So, I'm not surprised to read that email response you get.
Jun 4th, 2007, 01:56 PM
#23
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Hi Luna
Nope, I am not excusing them. Especially in a business model premised on internet transactions, I would expect the merchant to be totally explicit in their web postings. For example, Continental (the airline I use most) includes a link to an exhaustively spelled out list of rules and restrictions during online purchases, displayed in the final screens before you pull the trigger and complete the purchase, including specific info on what can/cannot be changed and any penalties that accrue.
Nope, I am not excusing them. Especially in a business model premised on internet transactions, I would expect the merchant to be totally explicit in their web postings. For example, Continental (the airline I use most) includes a link to an exhaustively spelled out list of rules and restrictions during online purchases, displayed in the final screens before you pull the trigger and complete the purchase, including specific info on what can/cannot be changed and any penalties that accrue.
Jun 4th, 2007, 02:06 PM
#24
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I don't understand why they would say this: "reservations with Skybus fares may be changed or cancelled prior to departure at www.skybus.com for a $40 fee per person, per flight segment, plus any applicable differences in fare"
If the tickets are "non-refundable," then what does it mean when they say a ticket may be "cancelled prior to departure" for $40 per person per leg?
So if I were to buy a $300 ticket and just not show up the day of the flight, I'm out $300. But if I CANCELL the ticket, I'm out $340? That doesn't make sense. They SHOULD charge you $40 per leg per person to cancel the original ticket, then have you pay the difference for buying a new ticket (which is what you thought would happen in the first place). That, to me, is the only way the right to "cancel" a ticket makes sense. Otherwise, what "right" is there at all?
If the tickets are "non-refundable," then what does it mean when they say a ticket may be "cancelled prior to departure" for $40 per person per leg?
So if I were to buy a $300 ticket and just not show up the day of the flight, I'm out $300. But if I CANCELL the ticket, I'm out $340? That doesn't make sense. They SHOULD charge you $40 per leg per person to cancel the original ticket, then have you pay the difference for buying a new ticket (which is what you thought would happen in the first place). That, to me, is the only way the right to "cancel" a ticket makes sense. Otherwise, what "right" is there at all?
Jun 4th, 2007, 04:58 PM
#25
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Seamus - Exactly. When there are only a few specific restrictions mentioned, it is only right and proper for the consumer to assume those are the only restrictions. In fact, I believe that is the law. (But that's another chapter.) They cannot seriously think that just because they were THINKING something that their website did not outline, that it's valid for them to impose this THOUGHT after a transaction has occurred? In business? Does that even hold up on the playground?
I read their fine print but I cannot read their minds. The terms of their agreement were set in black and white. I wanted to make changes within the framework they established, and they in turn are not honoring their word.
Jolie - I know! It practically makes sense. Or not. Or does it?
I read their fine print but I cannot read their minds. The terms of their agreement were set in black and white. I wanted to make changes within the framework they established, and they in turn are not honoring their word.
Jolie - I know! It practically makes sense. Or not. Or does it?
Jun 4th, 2007, 09:42 PM
#26
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Okay - as a total aside - who came up with the name "Skybus"? That has got to be the most unsexy moniker I've seen in a long while.
Can't you see the marketing meeting? "We want to come up with a name that's evocative of mass transit - like a bus in the air!"
Can't you see the marketing meeting? "We want to come up with a name that's evocative of mass transit - like a bus in the air!"
Jun 5th, 2007, 04:55 AM
#28
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Jolie.....A non refundable ticket is just that....you will not get a refund.Period.What they are saying is that as long as you cancel the ticket prior to scheduled departure, the value of the ticket will remain in tact.Let's take your $300 example.And, yes you are correct.If you don not show up for the flight, and fail to cancel, you are out $300.00.If you cancel the ticket per the rules of the fare,the $300 ticket remains as a credit.Then, when you go to reschedule your trip, you pay a $40 per segment fee.But lets say that when you go to reschedule your trip, the fare has gone up $100.If its a 2 segment itinerary, then you pay $40 X 2, $80 plus the $100 in additional airfare.So to reschedule your trip, it would cost $180.00.Since I have absolutely no plans to fly Skybus, I havent done any more research on their fare rules.To the best of my knowledge, all other airlines, legacy and LCC as well, when you cancel a ticket, and they hold the credit, you can use that credit for any itinerary, not just what you had previously booked.Hope this helps.
Jun 5th, 2007, 05:49 AM
#29
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This has actually happened to me, on AA.
If you use an agency, like I do, they could have simply voided the ticket and you just start over.
I am not sure if they can ticket Skybus.
Periodically this sort of scenario results in a nasty fare surprise when the reversed segments are priced.
SEA to CMH may have a fare that is much lower than CMH to SEA.
Anyhoo... if you called immediately after the reservation was completed, they should have understood the situation and helped you out on this without problems.
Like I said... AA has helped me out a few times over the year.
I agree with the previous poster... If you write management, call your mistake a mistake.
If you use an agency, like I do, they could have simply voided the ticket and you just start over.
I am not sure if they can ticket Skybus.
Periodically this sort of scenario results in a nasty fare surprise when the reversed segments are priced.
SEA to CMH may have a fare that is much lower than CMH to SEA.
Anyhoo... if you called immediately after the reservation was completed, they should have understood the situation and helped you out on this without problems.
Like I said... AA has helped me out a few times over the year.
I agree with the previous poster... If you write management, call your mistake a mistake.
Jun 5th, 2007, 05:50 AM
#30
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I'll agree w/NewbE here...You are ticketing an entirely differing itin. I would think they would (however) credit the price of the original tix towards a new booking. That is what I would have requested, anyway. None of the airlines know much about good customer service. If you could call (Based on other airlines) you would be on hold for over an hour prior to being switched to a 'supervisor' which would in turn be a busy signal. You made a mistake & are now paying for it. Is it good customer service, no. Will you be more careful next time when the prompt says are you sure you want to purchase these tix - yes. In addition, I believe the issue is your definition of change versus theirs. If the departure/origination city is different, then basically you're starting all over.
Jun 5th, 2007, 06:42 AM
#32
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Hey Dukey...how about Hooters Airlines? That should get you aroused...
Thank you for the post and heads up. As bad as I am with typing (never took a lesson) and as many times as I've had computer glitches, I would HATE to think one accidental entry could cost me so much. I have "screwed up" on Delta and Southwest (usually entering a wrong date) and had it corrected immediately. One time, I had my calendar on the wrong year! HA! I would be very hesitant using Skybus based on their policies.
Thank you for the post and heads up. As bad as I am with typing (never took a lesson) and as many times as I've had computer glitches, I would HATE to think one accidental entry could cost me so much. I have "screwed up" on Delta and Southwest (usually entering a wrong date) and had it corrected immediately. One time, I had my calendar on the wrong year! HA! I would be very hesitant using Skybus based on their policies.
Jun 5th, 2007, 07:03 AM
#33
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SAnparis, my definition of change vs. theirs is of course part of the equation but again again again, THAT IS NOT THE MAIN ISSUE. The issue is NOT that we have a difference regarding the definitition of "change," it's that they did not PROVIDE a definition on their website, yet they knowingly have a definition of what it is. This is underhanded and not good business practice.
Okay, I'll try to quit saying it now.
Okay, I'll try to quit saying it now.
Jun 5th, 2007, 07:16 AM
#34
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Also, the point that Jolie raised and Beachboi responded to is interesting for a few reasons.
First, Skybus has I think three places on its website where it talks about its "rules" and in only one place does it include the cancellation wording. If Beachboi's explanation is correct (leap of faith, not about Beachboi, but that he's interpreting their rules correctly because frankly, the rules could really be anything. Again, in hindsight, THIS is the real problem! Their intentionally vague rules can be interpreted however it suits them best.)
Anyhow, secondly, if Beachboi is right, I think, couldn't I just cancel my ticket for $40, keeping the credit of what I originally paid, and start over? Hmmm. So I go onto the Skybus website to see if this would work, and lo and behold, I don't see any way to cancel a ticket! Can't find it! Am I just missing it? I have sent them an email asking how I do this. Should be interesting.
First, Skybus has I think three places on its website where it talks about its "rules" and in only one place does it include the cancellation wording. If Beachboi's explanation is correct (leap of faith, not about Beachboi, but that he's interpreting their rules correctly because frankly, the rules could really be anything. Again, in hindsight, THIS is the real problem! Their intentionally vague rules can be interpreted however it suits them best.)
Anyhow, secondly, if Beachboi is right, I think, couldn't I just cancel my ticket for $40, keeping the credit of what I originally paid, and start over? Hmmm. So I go onto the Skybus website to see if this would work, and lo and behold, I don't see any way to cancel a ticket! Can't find it! Am I just missing it? I have sent them an email asking how I do this. Should be interesting.
Jun 5th, 2007, 07:20 AM
#35
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Hmmm....let's see....Skybus is in the business of moving human beings from one place to another. Yet, they make no allowances for human error. We all make mistakes from time to time. Heck, I've even made one or two goofs in my lifetime.
Obviously, the folks at Skybus are making an error as well. They're forgetting that their "cargo" is human.
Obviously, the folks at Skybus are making an error as well. They're forgetting that their "cargo" is human.
Jun 5th, 2007, 07:49 AM
#36
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I imagine that the advent of online booking has created endless customer service nightmares for airlines. I am no apologist for the airline industry, far from it. But when customers make huge errors and then demand redress based on a technicality, it hurts other travelers more than it hurts the airlines.
Jun 5th, 2007, 07:58 AM
#37
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Well....I guess "let the buyer beware". I use an online only cruise agency from time to time...but they are most helpful when there are problems or questions. I always get an answer from a person, not a form letter. IMO Skybus will eventually pay for the lack of personal service.
Jun 5th, 2007, 08:02 AM
#38
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FWIW, I agree that Skybus should have credited the original purchase price to a new purchase, as it really wouldn't have cost them anything to do it. And I HATE the idea of never being able to speak to them on the phone. And I do think it will cost them in the long run.
Jun 5th, 2007, 08:18 AM
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I hadn't heard of Skybus until this post so I guess they haven't come to Philly yet??? Hope they don't so I won't be tempted to use them.
Sounds like one of those start ups (of which there have been many over the years) that won't be around too long. I'd be wary of purchasing any tickets on them for any more than a few days out.
An airline website without a customer service phone number? I wouldn't even buy a book from such a company. I guess no phone number should be a clue. Do they post a physical address or just a PO Box?
Sounds like one of those start ups (of which there have been many over the years) that won't be around too long. I'd be wary of purchasing any tickets on them for any more than a few days out.
An airline website without a customer service phone number? I wouldn't even buy a book from such a company. I guess no phone number should be a clue. Do they post a physical address or just a PO Box?
