Enterprise puts a customer on the road in the nick of time

Sometimes, travel isn’t fun. Jane Hatch’s last-minute winter flight from Baltimore to Milwaukee was for the worst reason of all. Read more “Enterprise puts a customer on the road in the nick of time”

Two funerals, a middle man, and a missing refund

When Cynthia Williams needed to visit her ailing stepdad in Virginia, she bought tickets on United through Travelocity. Her stepdad’s sister, her Aunt Roberta, was going to fly out with her.

Much more quickly than expected, Williams’ stepdad passed away, and Williams ended up traveling from California to Virginia sooner than planned. Unfortunately, it was not to say goodbye, but to pay her final respects at his funeral. Read more “Two funerals, a middle man, and a missing refund”

Missed my uncle’s funeral – how about a refund, American?

If Bonnie Kaster didn’t know that an airline’s published schedule is meaningless, she does now.
Read more “Missed my uncle’s funeral – how about a refund, American?”

She missed her grandmother’s funeral — does she deserve a refund for her ticket?

Kimberly Walls missed her grandmother’s funeral. Her United Airlines flight was delayed and she couldn’t make her connection from Denver to Great Falls, Mont.

Should United refund the ticket?

Well, according to the airline’s contract of carriage — the legal agreement between her and the carrier — the answer is “no.”

Rule 240 c) says United will transport Walls on its next flight to Great Falls, but it doesn’t guarantee that it will get her to Great Falls as scheduled.

This kind of thing drives passengers up the walls. Don’t airline schedules represent a guarantee (if not a contract) to transport you to a certain place by a certain time? Strictly speaking, no.

Still, should United refund her ticket, if for no other reason than that it’s good customer service?
Read more “She missed her grandmother’s funeral — does she deserve a refund for her ticket?”