Flying to my grandfather's funeral in 2003. AirTran PHF-ATL
, then United Express to GJT. Since it was multi-airline I booked it on Travelocity (ugh!) to get the whole thing on one itinerary. Never again. Travelocity booked the UA
portion of the trip but not the AirTran portion. I arrived at the airport with worthless tickets.
BUT... the CSA in Newport News was patient (with me), and while I was on my cell phone to Travelocity to try and straighten things out she asked to speak to the Travelocity agent, and proceeded to give the call center hell over my cell phone. But since it was 5am and there were no managers at the call center to make a decision, Travelocity wouldn't budge, so after having been on the phone with the call center for over an hour (and nearly killing my cell phone battery), with 5 minutes left until the flight was supposed to leave the AirTran agent said there were seats available on the flight but with the captain ready to leave she had to issue me new tickets to Atlanta and Denver, which would require my credit card. She said they would sort it out while I was in the air and refund my credit card after Travelocity and AirTran reservations managers sorted out the problem, but we were out of time and this was the only way she could get me to Denver in time for my UA
connection to Grand Junction.
I agreed and with one hand she issued me new tickets to Denver, and with the other hand dialed security to warn them that we (me and Dad) would be running to catch this flight, that it was not our fault and our res had been screwed up, please get us through security as quickly as possible. This being Newport News, fast security isn't a problem. One of the other agents called the gate to let them know we would be barreling down the jetway.
agents even helped out in this instance, yelling "Take your shoes off" as we ran down the hallway to the checkpoint, and one of the agents took our boarding passes down to the gate agent while we were going through the metal detector so we could just grab our carryons and shoes and run down the jetway. (I can't see this happening at ORD
, etc. Can you?? This is why I love PHF!)
And by the time we landed in Denver, the grownups were at work at the Travelocity call center and sorted things out with AirTran, so my credit card had already been refunded.
I have never seen anyone in any business, airline or otherwise, work that hard to clean up someone else's mess.