Back in October 2015 I spoke to Rep Samaira to cancel a flight because I will not make it to airport due to Turnpike shout down and so I had to buy another flight departing later same day.
Rep. Cancelled my original flight and charged me $170 fee so that I can hold on my credit for up to 1 year (sept, 2016) to use on future booking with same airline.
She also charged me more than $600 for the other flight I need it for that day.
Today (03/07/2016) I called to use my credit of $569.70 towards a domestic flight which is PRICED BY THE OFFICIAL AIRLINE WEB PAGE TO WHICH MY CREDIT IS WITH for $520.20. Spoke to Samaira (because she handled my cancellation and credit back in October) and she stated that I could use my credit but on top I will have to pay $300 "fare difference".
When I questioned where she was getting such price from because I had the OFFICIAL web open with the flight I wanted and it was priced at $520.20 (less then the total of my credit line) SHE REPLIED THAT SHE DOES NOT SEE WHAT I SEE ON HER SCREEN AND HER SCREEN IS STATING A "FARE DIFFERENCE" OF $300.
So i requested to speak to manager, everyone refused to pass one on the phone, and I asked Samaira that if she really thought I will pay $869.70 ($569.70 + $300"fare difference") for a Domestic flight from Newark, NJ to Atlanta, GA? She answered "oh is your option to use your credit or not, you use or you lose it".
I inmediatelly sent her an email with screen shot of OFFICIAL web flight info with price showing, also attached received emails from her in which she stated that I will not be charge ANY FEE if I used my credit within the time frame, for the same airline and to a reservation under my name due to that I had already paid the $170.00 cancellation fee to cover for that.
I followed with a complaint to ALL Bureaus and I got confirmation that my case was apprved to be followed up for resolution.
I am a customer that was not asking for money back, I wanted to use MY MONEY that I have paid a fee of $170.00 to put on hold, following the specifications and terms which were provided to me.
I have a feeling that if I call in 2 months to book a flight to PUNTA CANA which I might find on OFFICIAL WEB for $400, they can tell me that I need to pay a "FARE DIFFERENCE" of $1,000 because that is what its showing ON THEIR SYSTEM, that by the way, NOONE CAN REFERENCE IT FOR CORRECT INFORMATION.
This people are plain blank stealing money from Customers and they need to be stopped.
Review by Svein4 years ago
Very fast and easy to book and pay for the flight. Excellent!
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11427 Reed Hartman Hwy, Blue Ash