Comments on: Troubled airline refunds nonrefundable ticket to unemployed passenger http://www.elliott.org/blog/troubled-airline-refunds-nonrefundable-ticket-to-unemployed-passenger/ The travel troubleshooter. Sat, 20 Mar 2010 21:20:21 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: James http://www.elliott.org/blog/troubled-airline-refunds-nonrefundable-ticket-to-unemployed-passenger/comment-page-1/#comment-13406 James Mon, 14 Jul 2008 20:32:30 +0000 http://www.elliott.org/?p=5082#comment-13406 It's correct that this one example doesn't make up for many customer service complaints. But be fair and give credit when it is due. US Airways could have just blown this guy off and added to the list of complaints - after all they certainly are not obligated to refund his money regardless of the reason. One reason people never change their behavior is that theie positive actions are ignored. Why would an airline be expected to act any other way? Kudos to US Airways for this one encouraging sign - now keep up the good work and maybe even Robert Johnson will fly you again! It’s correct that this one example doesn’t make up for many customer service complaints. But be fair and give credit when it is due. US Airways could have just blown this guy off and added to the list of complaints – after all they certainly are not obligated to refund his money regardless of the reason. One reason people never change their behavior is that theie positive actions are ignored. Why would an airline be expected to act any other way? Kudos to US Airways for this one encouraging sign – now keep up the good work and maybe even Robert Johnson will fly you again!

]]> By: Jasper http://www.elliott.org/blog/troubled-airline-refunds-nonrefundable-ticket-to-unemployed-passenger/comment-page-1/#comment-12900 Jasper Tue, 24 Jun 2008 20:19:09 +0000 http://www.elliott.org/?p=5082#comment-12900 @ Jess K: I stand corrected. @ Jess K: I stand corrected.

]]> By: Jess K. http://www.elliott.org/blog/troubled-airline-refunds-nonrefundable-ticket-to-unemployed-passenger/comment-page-1/#comment-12891 Jess K. Tue, 24 Jun 2008 14:09:21 +0000 http://www.elliott.org/?p=5082#comment-12891 Uhm, Jasper, that wasn't JetBlue. That was Skybus and Spirit. Unless you're talking about some other blogger... because I've never, in all the years I've been loyal to JetBlue, ever had a problem with their customer service. I'm really shocked US Air did this, because they lost my business a long time ago... but, I have to agree with your kudos. At least someone up the chain has either a sliver of a heart left, or understands the plus side of some customer service. Uhm, Jasper, that wasn’t JetBlue. That was Skybus and Spirit. Unless you’re talking about some other blogger… because I’ve never, in all the years I’ve been loyal to JetBlue, ever had a problem with their customer service.

I’m really shocked US Air did this, because they lost my business a long time ago… but, I have to agree with your kudos. At least someone up the chain has either a sliver of a heart left, or understands the plus side of some customer service.

]]> By: John Tantillo "The Marketing Doctor" http://www.elliott.org/blog/troubled-airline-refunds-nonrefundable-ticket-to-unemployed-passenger/comment-page-1/#comment-12888 John Tantillo "The Marketing Doctor" Tue, 24 Jun 2008 13:41:27 +0000 http://www.elliott.org/?p=5082#comment-12888 The fact that the airlines are acting in unison (i.e., most are adding charges and cutting capacity) makes individual airline brands seem even less important. Of course, people have been thinking airline brands less and less over the years anyway and more about what schedule works best for them. This might just be the final straw. Just watch what happens when (not if!) the airlines start playing around with frequent flyer benefits –probably the last brand loyalty component left! The fact that the airlines are acting in unison (i.e., most are adding charges and cutting capacity) makes individual airline brands seem even less important. Of course, people have been thinking airline brands less and less over the years anyway and more about what schedule works best for them. This might just be the final straw. Just watch what happens when (not if!) the airlines start playing around with frequent flyer benefits –probably the last brand loyalty component left!

]]> By: Robert Johnson http://www.elliott.org/blog/troubled-airline-refunds-nonrefundable-ticket-to-unemployed-passenger/comment-page-1/#comment-12883 Robert Johnson Tue, 24 Jun 2008 10:05:41 +0000 http://www.elliott.org/?p=5082#comment-12883 PR to make the executives feel good and so blogs can pick up the story and help repair US Airways dismal record of customer service. Big deal ONE good deed versus THOUSANDS of consumer complaints with the DOT. Months for complaints unanswered. You buy into this and I've got a nice patch of swamp land in FL I'll give you a deal on. One good deed doesn't make US Airways a better company anymore than me standing in a garage makes me a car. PR to make the executives feel good and so blogs can pick up the story and help repair US Airways dismal record of customer service.

Big deal ONE good deed versus THOUSANDS of consumer complaints with the DOT. Months for complaints unanswered.

You buy into this and I’ve got a nice patch of swamp land in FL I’ll give you a deal on.

One good deed doesn’t make US Airways a better company anymore than me standing in a garage makes me a car.

]]> By: Jasper http://www.elliott.org/blog/troubled-airline-refunds-nonrefundable-ticket-to-unemployed-passenger/comment-page-1/#comment-12866 Jasper Mon, 23 Jun 2008 18:54:29 +0000 http://www.elliott.org/?p=5082#comment-12866 What does it say about the policies of a company when you need to get to an exec to get something suefull done? I mean, why not just follow Jetblue, and dump the entire help desk and wait unitll some blogger puts your address online? I don't want to sound sauer, but one example of decency, does not make a company any better. What does it say about the policies of a company when you need to get to an exec to get something suefull done? I mean, why not just follow Jetblue, and dump the entire help desk and wait unitll some blogger puts your address online?

I don’t want to sound sauer, but one example of decency, does not make a company any better.

]]> By: Mel http://www.elliott.org/blog/troubled-airline-refunds-nonrefundable-ticket-to-unemployed-passenger/comment-page-1/#comment-12862 Mel Mon, 23 Jun 2008 18:26:02 +0000 http://www.elliott.org/?p=5082#comment-12862 Go USAIRWAYS! For the past few years, I've traveled an entire ONCE per year on business. I've stayed with US Airways simply because their schedules and fares seem to have worked out for me. I usually cringe every time I have to fly, simply because I know airline reputations. I've been lucky to have no incidents in the few times I have flown, although I've heard the horror stories. I can be happy next week when I board my plane for DC, that the company I fly with actually has a heart! (FWIW, my wife was laid off a few years ago, and we had to cancel a dream trip ourselves about six weeks prior, so I can sympathize with the person writing) Go USAIRWAYS!

For the past few years, I’ve traveled an entire ONCE per year on business. I’ve stayed with US Airways simply because their schedules and fares seem to have worked out for me.

I usually cringe every time I have to fly, simply because I know airline reputations. I’ve been lucky to have no incidents in the few times I have flown, although I’ve heard the horror stories.

I can be happy next week when I board my plane for DC, that the company I fly with actually has a heart!

(FWIW, my wife was laid off a few years ago, and we had to cancel a dream trip ourselves about six weeks prior, so I can sympathize with the person writing)

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