DESTINATIONS, TRAVEL, Travel Planning, United States

Bad Phone

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Travel There – If You Can

So, as I faced the slings and arrows of rebooking the NYC trip, I was also trying to book a trip for Bill and I. We had Southwest Airlines credit which would expire in June. After much discussion, we decided to try out the American Club Med in Florida. We’d had an amazing time at their Punta Canta resort and wanted to repeat it, but in the Post Covid World, we didn’t want to stray too far from home.

I had done all my homework for both NYC and Club Med. Since I was going to NYC first, I got that booked, then I went to work on the Florida trip. Club Med’s site told me to get their booking confirmed before I booked the airfare. Once I had the confirmation, I started booking the air, but something was horribly wrong. Almost all of my Southwest Airlines credit was gone!

I was on the site, had the perfect flight reserved and was trying to pay when I realized the cupboard was bare. Had I had any way to anticipate the ramifications of letting those two seats go, I would have paid for the seats and then chased down my credit, but at the time I was more worried about what happened to my credit. I thought if I went ahead and paid, it would be a case of too-bad-so-sad and I’d end up with more credits I needed to use up.

Chasing an Answer

It took a six page letter to Southwest Airlines to explain everything that happened next and eventually I did get some “Gee we’re sorry” credits from both Southwest Airlines and Southwest Vacations, but none of that helped me when it mattered.

Along the way, I was treated worse than I had ever been treated by any customer service rep, anywhere, at any time. The bottom line was that Renee had lied, but I was the one who was going to have to pay money for airline tickets that according to him, I would have the credit to cover. The very worst part was, the flight I wanted had filled up and I was going to have to pay a now outrageous amount of money for a flight that left at the crack of dawn. Who wants to end their time at a luxurious resort by getting up at 4 AM?

Thanks, but No Thanks

I have a $150 credit from Southwest Airlines, but I am in no hurry to use it. I went to St. Louis in September, but we drove. I couldn’t face the headache of trying to use the credit. They will probably expire someday, but I don’t care. Travel is my joy and I’m not letting them buy it with their paltry credit, which will involve me having to book with them again. I think they should have given me a refund, not a credit. They do not deserve for me to spend more money with them. I probably will, because the drive to DFW from Heat is brutal, but for now, I am pouting.

Southwest Vacations tried to play the same game with me, but I erupted on them in a less than pleasant way. I figured venting my spleen in such an aggressive way wouldn’t actually get me anywhere, but I’d been through hell with them. When the pain continued after I got home from the trip, that was too much. I’d paid for everything in advance and came home to over $600 in charges. Southwest Vacations got me back to even, but they thought we were even when they let me know I had a $100+ credit with them. I told them just how unhappy I was about the whole thing and said the least they could do was to return the value of that $100, since it had come about from their mistake in the first place. No promises were made, but I did get a refund on my credit card.

Things have gotten out of control in the customer service world. Companies hide behind their computer screens and phone trees. Consumers are left hanging out to dry and there’s really nothing we can do about it. If we’re lucky, perhaps we get some token credit, but it is never on par with what we’ve suffered.

Companies should have to answer phones in a reasonable amount of time. If a customer waits more than 10 minutes for a representative, then a clock should start ticking and the customer should earn money (not a credit) for the time they are forced to wait. If that were the case, you can bet a whole lot more customer service jobs would be created and the companies would find a way to be sure they answered calls on a timely basis. Go ahead, record my call, but also be sure you’re timing my wait!

Also, there should be a way to seek resolution besides suing the company. Once a company sticks it to you, the only thing you can do is take them to court, but we all know what will happen then. It will be Joe Blow versus Corporate America and you know Joe Blow is going to lose.

The only thing we Joe Blows have left after a bad encounter of the commercial kind is to resort to social media and what good, I ask you, does that actually do. Corporate America keeps counting their money on the other side of their phone tree and laughing all the way to the bank. I think this explains, in part, why people are so ugly on social media. It’s the court of last appeals, but they have already lost.

OK, I’ve gotten that off my chest, but I have to mention that when I got home from NYC the hotel charged me a bogus $600+. As happened with Renee, I will never know whether it was an honest mistake, stupidity or just standard operations for milking more money out of tourists. Through more wasted time, on the phone and on websites, I got it resolved, but I almost spent as much time on the phone dealing with all these issues as I did on my vacation!!

I’m through complaining. Come back next week and we’ll board our Southwest Airlines flight to NYC!

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