Well this is odd. I just booked an itinerary this morning, and it appears that the 24hr refund option is nowhere to be found. Clicking on 'Cancel' there is no longer an option to refund either, and there is explicit wording stating, "This reservation has no refundable value if cancelled. A refund will not be credited."
Since when did the 24hr refund disappear? Or is this a website problem? Did I somehow miss this new enhancement?
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Quote:
Originally Posted by notabob
Since when did the 24hr refund disappear? Or is this a website problem? Did I somehow miss this new enhancement?
It didn't disappear. Click on cancel and then select the option to refund it to the original form of payment. If you're within the 24 hours, you'll get a full refund.
Well this is odd. I just booked an itinerary this morning, and it appears that the 24hr refund option is nowhere to be found. Clicking on 'Cancel' there is no longer an option to refund either, and there is explicit wording stating, "This reservation has no refundable value if cancelled. A refund will not be credited."
Since when did the 24hr refund disappear? Or is this a website problem? Did I somehow miss this new enhancement?
Hi notabob, our 24-hour refund option for tickets purchased directly from Continental is still in place, however, we're experiencing a temporary outage with refunds and reisses for all tickets issued Jan 1, 2009 or later. The correction to this issue should be loaded within the next 48 hours. In the mean time, please contact our electronic support desk at 800.300.1547, and we'll be able to process your refund manually.
__________________
Scott O'Leary
Managing Director, Customer Experience | Continental Airlines
Last edited by CO Insider; Jan 5, 09 at 4:13 pm.
Reason: typo
Why is it that this guy has to post here in order to get information on this. Why isn't this communicated directly to customers who have purchased tickets or canceled tickets on CO.com is beyond me. You're certainly doing a good job of screwing frequent flyers out of money with the highest fees in the industry. Perhaps your company could take some of that money and use it to hire some IT resources that can notify customers of this when such outages happen.
I think the reason it's not on CO.com is because CO feels the issue is very short term (48 hours), and doesn't impact enough people to post a blanket statement on the website.
But I have often wondered for every problem COInsider fixes on this forum, how many other people's issues remain unanswered because they've never heard of FT.com and don't know to whom to turn? C'est la vie, I suppose.
Hi notabob, our 24-hour refund option for tickets purchased directly from Continental is still in place, however, we're experiencing a temporary outage with refunds and reisses for all tickets issued Jan 1, 2009 or later. The correction to this issue should be loaded within the next 48 hours. In the mean time, please contact our electronic support desk at 800.300.1547, any we'll be able to process your refund manually.
Thanks, Scott. This explains it. Thought this might be a website glitch, but wanted to confirm.
Hi notabob, our 24-hour refund option for tickets purchased directly from Continental is still in place, however, we're experiencing a temporary outage with refunds and reisses for all tickets issued Jan 1, 2009 or later. The correction to this issue should be loaded within the next 48 hours. In the mean time, please contact our electronic support desk at 800.300.1547, and we'll be able to process your refund manually.
UPDATE: This issue has been corrected as of 3:05p CST today. Thanks for your patience.
Quote:
Originally Posted by thegeneral
Why is it that this guy has to post here in order to get information on this. Why isn't this communicated directly to customers who have purchased tickets or canceled tickets on CO.com is beyond me.
Fair point, thegeneral, and we're doing just that. With an unexpected outage like this, our first priority is to get the solution in progress. Our next step is to communicate it, and FlyerTalk is a great start. In parallel, we've pulled a list of every customer who attempted to make a change or refund and did not ultimately call us to take care of it. This is a very, very small list, and we'll be in contact with these customers within the next day.
__________________
Scott O'Leary
Managing Director, Customer Experience | Continental Airlines
But I have often wondered for every problem COInsider fixes on this forum, how many other people's issues remain unanswered because they've never heard of FT.com and don't know to whom to turn? C'est la vie, I suppose.
It's an interesting question. My problems with CO are few and far between, but Scott has helped me both directly and indirectly many times. There are also many questions and situations that have been better explained and discussed by FT members than the CO website itself.
My perception of CO as a regular FT reader is almost certainly skewed from what it would be without FT. I think I'd still like CO... but I'd definitely be more confused.
__________________ My FlightMemory (perpetually incomplete) | CO Upgrades 2009 - 14 of 19, 74%
Hi notabob, our 24-hour refund option for tickets purchased directly from Continental is still in place, however, we're experiencing a temporary outage with refunds and reisses for all tickets issued Jan 1, 2009 or later. The correction to this issue should be loaded within the next 48 hours. In the mean time, please contact our electronic support desk at 800.300.1547, and we'll be able to process your refund manually.
Scott,
On a different note... any idea when the refund desk will get around to processing something that was done back in December on the 11th?
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Posts: 249
Quote:
Originally Posted by thegeneral
Why is it that this guy has to post here in order to get information on this. Why isn't this communicated directly to customers who have purchased tickets or canceled tickets on CO.com is beyond me. You're certainly doing a good job of screwing frequent flyers out of money with the highest fees in the industry. Perhaps your company could take some of that money and use it to hire some IT resources that can notify customers of this when such outages happen.
Seems like an attacking way of asking a question of someone who has helped countless flytertalk members.
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Quote:
Originally Posted by Babu
But I have often wondered for every problem COInsider fixes on this forum, how many other people's issues remain unanswered because they've never heard of FT.com and don't know to whom to turn?
Why do you assume these people have never heard of that late-19th century invention called the telephone?
Why do you assume these people have never heard of that late-19th century invention called the telephone?
LOL!!!
Just as a statement. I love CO. Yes, they have made some changes in recent times that I have disliked (reducing mileage bonuses, charging fees, etc.), but on the whole they are a really great airline to fly with. I'm lucky that I live very close to EWR and so in the last 13 years of flying, have rarely had to use an airline other than CO. In fact, when I can't get to where I want to go on CO, I boil with rage (just kidding!), but I do resent using other airlines!!!
No more 24hr refund!?!?!
