Comments on: “The lack of disclosure has me feeling a bit duped” http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: SandyC http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28312 SandyC Mon, 07 Dec 2009 06:58:05 +0000 http://www.elliott.org/?p=9711#comment-28312 A similar situation happened to us a few years ago on AA. My husband wanted to purchase a bereavement fare to attend his counsin's funeral in Richmond, VA. This couldn't be done on the internet...it had to be done over the phone. AA happily charged us a fee (don't remember what it was back then) for booking over the phone. I was furious. It wasn't that I was too lazy to do it myself on the internet. They didn't provide me the opportunity to do it myself! How dare they charge me to do something that I would have gladly done myself if they had only allowed me to! I argued the case with the reservations agent, but my words fell on deaf ears. Again, it was a small amount...less the the $30 charged the OP. But it's a matter of principal. And to take advantage of people at a time when people are grieving the loss of a relative is totally insensitive. A similar situation happened to us a few years ago on AA. My husband wanted to purchase a bereavement fare to attend his counsin’s funeral in Richmond, VA. This couldn’t be done on the internet…it had to be done over the phone. AA happily charged us a fee (don’t remember what it was back then) for booking over the phone. I was furious. It wasn’t that I was too lazy to do it myself on the internet. They didn’t provide me the opportunity to do it myself! How dare they charge me to do something that I would have gladly done myself if they had only allowed me to! I argued the case with the reservations agent, but my words fell on deaf ears. Again, it was a small amount…less the the $30 charged the OP. But it’s a matter of principal. And to take advantage of people at a time when people are grieving the loss of a relative is totally insensitive.

]]> By: Carver http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28309 Carver Mon, 07 Dec 2009 03:57:50 +0000 http://www.elliott.org/?p=9711#comment-28309 EricR I respectfully disagree. Having traveled on many airlines, I much prefer American Airlines. Three inches doesn't sound like much, but when you consider that the distance between the seat edge and the back of the seat in front of you averages 6 inches, another 3 inches is like adding 50 percent more leg room. The addition was greated with rave reviews. While you would pay for the additions that you mentioned, the public has proven that it won't EricR

I respectfully disagree. Having traveled on many airlines, I much prefer American Airlines. Three inches doesn’t sound like much, but when you consider that the distance between the seat edge and the back of the seat in front of you averages 6 inches, another 3 inches is like adding 50 percent more leg room. The addition was greated with rave reviews.

While you would pay for the additions that you mentioned, the public has proven that it won’t

]]> By: ajaynejr http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28289 ajaynejr Sun, 06 Dec 2009 16:44:12 +0000 http://www.elliott.org/?p=9711#comment-28289 If the agent at the airport told you there would be an aiddional $30. ticketing fee, or for that matter had the fee been disclosed in the on line booking that held the tiekcet and seat for you, would you have bought the ticket and flown anyway? I read somewhere that in some states, if the merchant loses a credit card dispute, it is violating its credit card agreement if it sends the matter to collections. If the agent at the airport told you there would be an aiddional $30. ticketing fee, or for that matter had the fee been disclosed in the on line booking that held the tiekcet and seat for you, would you have bought the ticket and flown anyway?

I read somewhere that in some states, if the merchant loses a credit card dispute, it is violating its credit card agreement if it sends the matter to collections.

]]> By: PZ3 http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28277 PZ3 Sun, 06 Dec 2009 02:29:24 +0000 http://www.elliott.org/?p=9711#comment-28277 "Welcome to McDonald's. Your burger is $4.18. The service charge to sell you the burger is another 30 cents." Sound ridiculous? I might buy a burger that is $4.48 but if McDonald's asked me to pay 30 cents for the privilege of buying their food, I'd suggest where they could shove their burger. Are you listening, American? “Welcome to McDonald’s. Your burger is $4.18. The service charge to sell you the burger is another 30 cents.”

Sound ridiculous?

I might buy a burger that is $4.48 but if McDonald’s asked me to pay 30 cents for the privilege of buying their food, I’d suggest where they could shove their burger. Are you listening, American?

]]> By: David Z http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28275 David Z Sun, 06 Dec 2009 01:22:36 +0000 http://www.elliott.org/?p=9711#comment-28275 If anything, EricR, it depends what the "public" can afford, and what airlines can afford to give to meet that. Whatever public is being referred to, anyway. If anything, EricR, it depends what the “public” can afford, and what airlines can afford to give to meet that. Whatever public is being referred to, anyway.

]]> By: EricR http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28272 EricR Sat, 05 Dec 2009 22:16:57 +0000 http://www.elliott.org/?p=9711#comment-28272 @Carver - I don't consider 3 more inches of leg room enough justification for spending more money on American Airlines. The public is savvy enough to know that, even with that extra leg room, flying on American Airlines will still suck, so that doesn't change consumers' spending habits. But give me Disney/Amazon.com-like customer service, as few nonsensical security hassles as possible, no fees for anything at all, and those 3 inches of leg room, and that might do it. Add to that mix some planes that appear less like inner-city buses, with real widescreen flat-panel overhead TVs for the movies, and the return of complimentary pillows/blankets, and you've got a winner. I do realize that MAXJet Airlines went bankrupt attempting to provide an all-business class product, but I'm not talking about that level of luxury in coach. I just want to complete a flight and walk off the plane with a smile on my face instead of 12 hours of pent up rage! If an airline could provide that, I'd pay for it! @Carver – I don’t consider 3 more inches of leg room enough justification for spending more money on American Airlines. The public is savvy enough to know that, even with that extra leg room, flying on American Airlines will still suck, so that doesn’t change consumers’ spending habits.

But give me Disney/Amazon.com-like customer service, as few nonsensical security hassles as possible, no fees for anything at all, and those 3 inches of leg room, and that might do it. Add to that mix some planes that appear less like inner-city buses, with real widescreen flat-panel overhead TVs for the movies, and the return of complimentary pillows/blankets, and you’ve got a winner.

I do realize that MAXJet Airlines went bankrupt attempting to provide an all-business class product, but I’m not talking about that level of luxury in coach. I just want to complete a flight and walk off the plane with a smile on my face instead of 12 hours of pent up rage! If an airline could provide that, I’d pay for it!

]]> By: Carver http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28243 Carver Sat, 05 Dec 2009 10:34:12 +0000 http://www.elliott.org/?p=9711#comment-28243 @EricR Alas, the traveling public has proven you completely wrong. The traveling public has made it loud and clear that despite their protestations, tickets are purchased primarily on price. This was proven once again when customers didn't reward American for adding 3 inches of legroom (increasing from 31 to 34 inches). American was forced to removed those inches later to remain competitive We complain and moan, but at the end of the day, we click on whichever fare comes up cheapest. @EricR

Alas, the traveling public has proven you completely wrong. The traveling public has made it loud and clear that despite their protestations, tickets are purchased primarily on price. This was proven once again when customers didn’t reward American for adding 3 inches of legroom (increasing from 31 to 34 inches). American was forced to removed those inches later to remain competitive

We complain and moan, but at the end of the day, we click on whichever fare comes up cheapest.

]]> By: Babs Worthington http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28229 Babs Worthington Sat, 05 Dec 2009 04:58:20 +0000 http://www.elliott.org/?p=9711#comment-28229 Par for the course when you're dealing with them. What will keep them competitive is to be understanding and to provide maximum customer service. Ya think that would do it??? Par for the course when you’re dealing with them.

What will keep them competitive is to be understanding and to provide maximum customer service. Ya think that would do it???

]]> By: David Z http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28225 David Z Sat, 05 Dec 2009 02:10:40 +0000 http://www.elliott.org/?p=9711#comment-28225 <blockquote>Is the airline industry is the ONLY industry that makes you PAY for the privilege of giving them business??</blockquote> Some online stores selling tangible items such as...gasp...diet tea drinks also do that. I called one store one time to order via phone when my 'Net wasn't working, and was told there's an extra fee for that. Thanked the agent and declined.

Is the airline industry is the ONLY industry that makes you PAY for the privilege of giving them business??

Some online stores selling tangible items such as…gasp…diet tea drinks also do that. I called one store one time to order via phone when my ‘Net wasn’t working, and was told there’s an extra fee for that.

Thanked the agent and declined.

]]> By: EricR http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28224 EricR Sat, 05 Dec 2009 01:54:07 +0000 http://www.elliott.org/?p=9711#comment-28224 This is why I only fly Southwest Airlines. @Greg N - excellent illustration of how inane this $30 fee is! I operate under the assumption that American Airlines, United Airlines, Delta Airlines, and USAirlines doesn't want my business. As such, they don't get it. Even if I have to fly to an airport and drive a rental the rest of the way because Southwest doesn't go to my final destination. What's sad is how SIMPLE it would be for any of those legacy carriers to get my business back! Stop charging for booking a ticket with a human being, stop charging me for checking luggage (especially when I don't get a refund when the airline LOSES said luggage), don't charge me $9.00 for a sandwich in-flight ($3.50 might be reasonable), and give the flight attendants and TSA an attitude adjustment. (What other industry pre-supposes that all of its customers are terrorists?) I've said this before, and I'll say it again: the first airline to break out and start offering (i) real genuine customer service; (ii) a pleasant inflight experience with ample leg room and free onboard food/drink; (iii) transparent fares; and (iv) a demonstrable understanding of the fundamental point that their customers' business is what keeps them flying, will get my business -- even if their tickets cost twice what other airlines charge. This is why I only fly Southwest Airlines.

@Greg N – excellent illustration of how inane this $30 fee is!

I operate under the assumption that American Airlines, United Airlines, Delta Airlines, and USAirlines doesn’t want my business. As such, they don’t get it. Even if I have to fly to an airport and drive a rental the rest of the way because Southwest doesn’t go to my final destination.

What’s sad is how SIMPLE it would be for any of those legacy carriers to get my business back! Stop charging for booking a ticket with a human being, stop charging me for checking luggage (especially when I don’t get a refund when the airline LOSES said luggage), don’t charge me $9.00 for a sandwich in-flight ($3.50 might be reasonable), and give the flight attendants and TSA an attitude adjustment. (What other industry pre-supposes that all of its customers are terrorists?)

I’ve said this before, and I’ll say it again: the first airline to break out and start offering (i) real genuine customer service; (ii) a pleasant inflight experience with ample leg room and free onboard food/drink; (iii) transparent fares; and (iv) a demonstrable understanding of the fundamental point that their customers’ business is what keeps them flying, will get my business — even if their tickets cost twice what other airlines charge.

]]> By: Bill http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28215 Bill Fri, 04 Dec 2009 23:04:12 +0000 http://www.elliott.org/?p=9711#comment-28215 I think they should not charge the fee if it is too late to buy the ticket online. At the very least, they should have disclosed it. I think they should not charge the fee if it is too late to buy the ticket online.
At the very least, they should have disclosed it.

]]> By: Carver Farrow http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28213 Carver Farrow Fri, 04 Dec 2009 22:19:11 +0000 http://www.elliott.org/?p=9711#comment-28213 I will say that even though the fee doesn't bother me, I think that's its inappropriate to charge a fee if the transaction cannot be performed online through no fault of the customer. I will say that even though the fee doesn’t bother me, I think that’s its inappropriate to charge a fee if the transaction cannot be performed online through no fault of the customer.

]]> By: Les http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28206 Les Fri, 04 Dec 2009 20:32:19 +0000 http://www.elliott.org/?p=9711#comment-28206 I'm hoping (praying?) to use AA miles for an 'open jaw' trip in 2010. The AA web site informed me it could not book the itinerary I wanted and I would have to go to phone contact. Then, of course, they charged me for agent service. What's wrong with this picture? I’m hoping (praying?) to use AA miles for an ‘open jaw’ trip in 2010. The AA web site informed me it could not book the itinerary I wanted and I would have to go to phone contact. Then, of course, they charged me for agent service.

What’s wrong with this picture?

]]> By: Adele http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28205 Adele Fri, 04 Dec 2009 20:18:19 +0000 http://www.elliott.org/?p=9711#comment-28205 I, too, once had a similar experience with AA. They charged me a $50 fee, after issuing me a receipt, did not disclose the charge to me, and I had no idea until I received my credit card statement. I called customer service and worked my way up the chain of command, but to no avail. Next, I disputed the charge with my credit card company, which ruled in my favor. Apparently AA didn't like that, they sent the matter to a collection agency. Good luck! I, too, once had a similar experience with AA. They charged me a $50 fee, after issuing me a receipt, did not disclose the charge to me, and I had no idea until I received my credit card statement. I called customer service and worked my way up the chain of command, but to no avail.

Next, I disputed the charge with my credit card company, which ruled in my favor. Apparently AA didn’t like that, they sent the matter to a collection agency.

Good luck!

]]> By: Greg N. http://www.elliott.org/blog/the-lack-of-disclosure-has-me-feeling-a-bit-duped/comment-page-1/#comment-28187 Greg N. Fri, 04 Dec 2009 17:33:13 +0000 http://www.elliott.org/?p=9711#comment-28187 Is the airline industry is the ONLY industry that makes you PAY for the privilege of giving them business?? If I look online for an item at retail store, then go to an actual store location to pay for it, the store does not charge me a fee to use their cashiers. If I choose a cashier over a self-service kiosk at a grocery, I don't get a "cashier" fee on my grocery tab. And, "waiving" fees for frequent flyers like me does not make me think any better of the airlines. Talk about discouraging people from flying more...nickel and dime passengers to death, then cry to the government for more handouts because your business model is terrible. Is there NO airline executive out there who is willing to fix this nonsense? Is the airline industry is the ONLY industry that makes you PAY for the privilege of giving them business?? If I look online for an item at retail store, then go to an actual store location to pay for it, the store does not charge me a fee to use their cashiers. If I choose a cashier over a self-service kiosk at a grocery, I don’t get a “cashier” fee on my grocery tab.

And, “waiving” fees for frequent flyers like me does not make me think any better of the airlines. Talk about discouraging people from flying more…nickel and dime passengers to death, then cry to the government for more handouts because your business model is terrible.

Is there NO airline executive out there who is willing to fix this nonsense?

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