Originally Posted by
Mykle
This is more of a Customer Relations issue than a Refunds department issue. I would write, email or fax them and state exactly what you did. Your agreement at the time you changed the reservation was $150. To attempt to collect additional charges upon checkin is not acceptable. I bet you'll get your money back.
Originally Posted by
Often1
After re-reading your points twice, it's apparent what your underlying concern is. But, the harried CSR's who handle this stuff, don't have that time. I would send a very short and succinct email which says:
1. On [DATE], I booked ticket # from XXX-BOS-XXX for $250.00
2. On [DATE], I called the Chairman's Desk to change the second segment. I was quoted a $0 fare difference and a change fee of $150 which I paid.
3. When I arrived at XXX, I was told that US Airways had made an error and that $108 was due and owing.
4. Had the Chairman's desk told me that the total cost was $258, which exceeded the total cost of the ticket, I would not have made the change.
You should refund me the $108 because it was a US Airways error.
Now, this is unlikely to work. You are then stuck with one serious option, a complaint to DOT. Unfortunately, it won't likely result in a refund, but it will go into the hopper for action if there are enough other consumers complaining about the same thing.
Agree with
Often1 on revised e-mail; and with
Mykle regarding where complaint might best be directed. Because, from at least this customer's perspective, you are doing them a favor in giving them an opportunity to sort this out. You are right: the amount of money here is not the big issue (easy for me to say--it's
your money
). It's the rare case where the principle matters, which could turn into bigger money. If the airline's desire to maintain a "we can do what we want whenever we want because we set the rules" policy trumps their willingness to examine a set of logical facts well documented by a good customer, then how much longer are they likely to have good customers?