Where are my airline vouchers?
Question: I need your help getting a voucher that US Airways promised us, but has yet to be delivered. While my wife and I were on a Mediterranean cruise last year, my wife fell and was severely injured. As a result, we couldn’t make our return flight from Venice to Philadelphia.
I called US Airways, explained what happened, and requested a refund for the return flight. The agent promised us a $960 voucher.
We were able to use part of the credit on a flight to Miami several months later, but only after explaining everything again to a US Airways representative again. In fact, I had to give him the names of the hospital and doctors who treated my wife.
Our Miami tickets cost $124 per person each way, which should have left us a credit of about $400. It’s been several months, and there’s no sign of the voucher. We are getting ready to book another trip and would like to use the rest of our credit, but we need the voucher. Is there anything you can do?
– Myron Sigal, Marlton, N.J.
Answer: If US Airways said it would give you a voucher, it should have sent it to you quickly. It never ceases to amaze me that an airline — or any travel company, for that matter — can take your money within seconds but then force you to wait months before giving you a refund or a credit.
Here’s the thing, though. As I read US Airways’ terms of transportation — the legal agreement between you and the airline — it’s clear that you were not owed a refund and possibly not even a credit. Section 8 of the contract says that no refunds will be made for nonrefundable tickets, and that special rules apply to international tickets.
As I review your correspondence, I think it’s possible US Airways made an exception for you and your wife because of her medical condition. I think that’s commendable. Making you wait months for the voucher — that’s not so commendable.
You might have avoided this difficulty by starting a paper trail. Some grievances are best handled by phone, but others should be done electronically. Calling US Airways initially was a good idea, because you needed to let the airline know about your circumstances right away. If you had waited until after your flight, US Airways might have offered you nothing.
After that, you should have begun e-mailing the carrier; a written correspondence would have allowed both sides to keep track of what was said, and more importantly, what was not said. You needed some kind of confirmation that the airline was going to offer a voucher for $960 — and later, for$400. Verbal assurances aren’t enough.
Having that documentation would have saved you from having to recount the painful story of your wife’s accident, and it might have (maybe) speeded up the processing of your second voucher. In any case, you shouldn’t have had to wait months for your voucher. When you think you’re being stonewalled by an airline, try escalating your complaint to a supervisor. I list their names on my Web site.
I contacted US Airways on your behalf, and the airline sent you the promised vouchers and an apology.
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3 Responses to “Where are my airline vouchers?”
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Chris,
That’s ALL US Airways is good for. Broken promises and botched customer service. The only time or way one can get a fair shake from them is to embarass them in the media.
The gentleman in question should file a complaint with the US DOT for poor customer service. US ranks last in that category and incidents like this are the reason why. The management needs to be held publically accountable
US Airways used to be my favorite airline. But, that was years ago. Now, I will not fly them unless I do not have any other choice. Their customer service is non-existent, and that includes everyone from the desk personnel to the flight attendants. It amazes me how these airlines just do not get it. Most people will put up with delays or even cancellations, if they are reasonable. Just speak directly the the customer explain the situation and treat them with kindness and respect. You would be surprised at the level of loyalty you would receive in return. But, no, they take the customer for granted and keep thinking that they will keep coming back. I gladly pay extra to fly Mid-west, best airline out there and Southwest. Just because they are friendly and treat their customers like human beings. I must admit the fresh cookies help. But, ask anyone that has flown Mid-west and they will say the same things. Bottom line, the airline industry needs to improve their customer service or face the backlash that will eventually follow.
Did they think to purchase travel insurance when planning an expensive trip like that? And wouldn’t their insurer have reimbursed them for any extra expenses?