N801NW
Topic Author
Posts: 558
Joined: Mon Jul 12, 2004 8:56 am

Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 2:02 am

I was called by a major airline in December about my Christmas/New Years flight booking. They wanted to know if I would change my itinerary to lessen the number of overbookings on one segment. The agent offered 12,000 FF miles or a US $300 voucher that would be mailed to me within three weeks of that Jan. 2 flight. I figured for a $300 credit I could lose an evening of my vacation.

Three weeks later, nothing in the mail or available via the website. I e-mailed and got a unsatisfactory response, they said I had voluntarily changed my flights. I then called Customer Assistance today. The original rebooking agent never documented the compensation offer in the PNR so a $175 ECV for my "inconvenience" is the best they can do now. I assume I would not have even got that offer had I not remained calm.

What can, or should, I do? Take the $175 and consider it a lesson learned or try and fight on? I know to ask for a paper trail in the future.
 
DL WIDGET HEAD
Posts: 1469
Joined: Wed Apr 12, 2000 8:18 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 2:09 am

What a terrible experience. Too bad you didn't get the original agent's name. Seems like you've gotten all your going to get from them. Might just be a lesson learned from now on.
 
N801NW
Topic Author
Posts: 558
Joined: Mon Jul 12, 2004 8:56 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 2:17 am

They do have the agent # in the file but, even I conceded that it would be unlikely that the person would remember a specific call with one customer nearly two months ago. They did say they were calling half the pax.
 
Tango-Bravo
Posts: 2887
Joined: Sun Jun 17, 2001 1:04 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 2:17 am

Yet another example of a legacy* doing what they do best: overpromising and underdelivering.

If you are not a member of one of the "elite" castes of the airline concerned, you will most likely be wasting your time by pursuing the matter further. For sure, if I were you, I would avoid the airline by whom you were stiffed unless they offer a schedule and fare that is too good to pass up, that no other airline comes close to matching.

*seems reasonable to assume it's a legacy of which you speak since their FF games are based on miles
 
LH121GLA
Posts: 344
Joined: Sat May 01, 2004 5:42 pm

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 2:20 am

Quoting N801NW (Reply 2):
even I conceded that it would be unlikely that the person would remember a specific call with one customer nearly two months ago

Doesn't the carrier in question record their calls for quality/training purposes ... maybe their Customer Relations people could assist you.
 
byronsterk
Posts: 154
Joined: Wed Jul 13, 2005 10:32 pm

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 2:24 am

Well if you made an agreement over the phone, i think that it is in fact 'legal' what the agent is doing (at least that's the Dutch system) but i agree that it's not really appropriate.. i'dd just keep on banging until you get your 300,-  blockhead 
Helicopters can't fly, there just so ugly the earth repells them...
 
DL WIDGET HEAD
Posts: 1469
Joined: Wed Apr 12, 2000 8:18 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 2:29 am

Quoting Tango-Bravo (Reply 3):
Yet another example of a legacy* doing what they do best: overpromising and underdelivering.

In this particular instance, yes. I'm sure this practice is not policy nor do I believe this situation was intentional. Probably just an oversight by a busy agent. The thing is, I like this idea. I think it's very proactive on the airline's part, that is, if everything worked out like it was explained to you.
 
BoomBoom
Posts: 2459
Joined: Fri Nov 04, 2005 2:26 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 2:34 am

Which airline was this?
Our eyes are open, our eyes are open--wide, wide, wide...
 
UN_B732
Posts: 3529
Joined: Wed Jul 04, 2001 12:57 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 8:05 am

Leave the flight as is, they'll be caught with their pants down during the actual flight.
At least, that's what you should have done.

I would press the airline now like crazy for this. Write letters, etc. Go to Flyertalk if you haven't, they usually have good addresses to contact.
-Mr. X
What now?
 
N801NW
Topic Author
Posts: 558
Joined: Mon Jul 12, 2004 8:56 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 8:47 am

Yeah, I just talked to them again. Apparently their notes say, "No compensation offered." Bullshit. And it was an "off-load", which they dont compensate for. The woman was firm. Would budge, couldn't "speculate."

Oh well, I'm pretty sure I know their CEO's e-mail address but I would hope that is the nuclear option.
 
bennett123
Posts: 7527
Joined: Sun Aug 15, 2004 12:49 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 8:58 am

I think that a calm EMAIL to the CEO explaining what happened and expressing your disappointment might not be a bad idea.

No one wants to get an enquiry from the CEO's office.

The important thing is not to get stressed, to the average CEO, $300 is small change.
 
lincoln
Posts: 3133
Joined: Mon Nov 01, 2004 11:22 pm

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 10:08 am

Quoting LH121GLA (Reply 4):
Doesn't the carrier in question record their calls for quality/training purposes

Almost all of them say that inbound calls may be recorded for quality assurance or training purposes.

I don't know of many call centers (save for Public Safety Answering Points -- aka 911 centers -- and not even all of those) that record every call, let alone every outbound call -- and those who do probably have retention times measured in weeks unless a call is "flagged" by the agent or supervisor.

Since you weren't getting anywhere with the agent you were speaking with there's always the "[Sir/Ma'am], I appreciate your assistance, but may I speak with [your/a] supervisor?" line-- or, and I didn't notice in your original post, if you were calling reservations, you could call the airline's customer service line (for example, in CO's case reservations is 1-800-52?-FARE, but customer care is 1-800-WE-CARE-2)

You know that you can always record the calls yourself... Especially if you're in a single-party consent state (and if you're in a two-party consent state as long as you tell them). Any time I have to call customer service, I've started doing that [If they don't play the "For quality assurance..." message, I have one of my own that I can trigger  ]

Quoting N801NW (Reply 9):
Oh well, I'm pretty sure I know their CEO's e-mail address but I would hope that is the nuclear option

If you're really dissatisfied about it, a better bet (unless you're sure that the email address is actually read by the CEO instead of the "CEO's office") is to write a -real- letter, one page or less, typed, and mailed to the CEO. Any company (not just airlines) tends to take letters more seriously [some say because they require more effort], and even more seriously those addressed to the CEO.

Lincoln

[Edited 2006-01-26 02:16:20]
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
 
N801NW
Topic Author
Posts: 558
Joined: Mon Jul 12, 2004 8:56 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 10:44 am

I was actually talking to the customer affairs people, who for some reason, at this company dont have a toll free telephone number. At least my long-distance service is free.

I actually just did the e-mail. If I don't hear anything in a couple of days I can probably paste it into MicrosoftWord and snail mail it.

I hadn't even expected a call that day, much less an offer that somehow would go bad. I didn't think to have them try and mail me paperwork.

[Edited 2006-01-26 02:51:55]
 
FLY2LIM
Posts: 1095
Joined: Thu May 06, 2004 6:01 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 2:09 pm

Having been voluntarily bumped a few times in my lifetime (all by AA) at the airport, I would say that the lesson learned here is to go ahead and show up at the airport anyway, and bring a carry-on with a change of clothes or two. I wouldn't be surprised if the people on the day of the flight actually got more compensation than you were offered, and that was delivered instantly to them, along with a hotel, meals, etc.
If your story is true, this is a real scam that cannot be proven unless you were so concerned that you decided to record the call, something that you wouldn't think of if you are being offered all these goodies as compensation. We tend to trust people. I wonder how many people there are like you. The agent did not make a "mistake" for he/she had a list of people to call and all were offered the same compensation and all were being processed the same day. This is just crap, if true.
FLY2LIM
Faucett. La primera linea aerea del Peru.
 
N801NW
Topic Author
Posts: 558
Joined: Mon Jul 12, 2004 8:56 am

RE: Airline Compensation Offer Over The Phone

Thu Jan 26, 2006 8:29 pm

The flights involved were on January 3rd. I have no idea if the original 9PM flight was still overbooked at boarding time. The agent said they were calling half the people on the one I was originally booked on. However, they did not say if they were calling them all by themself. If they did, there will be at a number of unhappy people.

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