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Airtran not honoring promise to give vouchers? Need help!?

Airtran not honoring promise to give vouchers? Need help!?

 
Old Aug 22, 13, 2:05 pm
  #1  
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Join Date: Aug 2013
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Question Airtran not honoring promise to give vouchers? Need help!?

Recently had a very bad experience with Airtran and was hoping someone would be able to give me some guidance.

On July 25th I boarded a flight from BWI > LAS, while on the runway we were ordered to return to the terminal. Once we reached the terminal we were informed the flight had been cancelled due to the crew restrictions in total flight hours. We were told to de-board and line up a customer service line. Once in line the Airtran customer service agent at the desk stated multiple times that all passengers would receive two round trip ticket vouchers for the inconvenience. Passengers were to be re-booked on later flights. Being near the back of the line the earliest they could book me was Sunday afternoon (this is Thursday night). Since my trip was a short visit I decided instead to re-book a few weeks out and try again. While at the counter I was instructed to call the customer service number with our confirmation # to receive the two voucher codes.

Upon calling the customer service, an agent informed me that no travel vouchers were issued in their system.

Airtran agents stated multiple times throughout the process in person that vouchers would be issued and apologized.

I was told unless someone at the airport provided some type of written proof of the voucher Airtran could not validate it. While at the airport I inquired multiple times about the vouchers and I was told (with everyone else) that vouchers would be provided by customers service at BWI but would be issued later via telephone and NOT in person at BWI.

I've talked with two customer service reps and sent in a request via the Airtran website. Anyone have any ideas on next steps to take? The flight was full and everyone aboard heard this same promise restated multiple times.

Thanks for the input seasoned travelers!

Daniel
DanielC42 is offline  
Old Aug 22, 13, 3:02 pm
  #2  
 
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Similar thing happened to me at BWI 2 years ago and we waited 2 hours for a technical issue.
The compensation was a free one-way voucher which was announced on the plane by the flight attendant on the speaker not once but twice.

Soon after we got home and I planned to use them there was NO record found INITIALLY when looking at my flight purchase/history.

After much insistence the agent "FOUND" it on my and husband's record.

So insist in them looking at the technical problem and what compensation is given and find this voucher that they promised.

Hope this helps.
duranza is offline  
Old Aug 22, 13, 8:47 pm
  #3  
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DanielC42, welcome to FlyerTalk. As this is specific to AirTran's operations, I'll move the thread to the apt airline forum where this airline is discussed. Ocn Vw 1K, Moderator, TravelBuzz.
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Old Aug 23, 13, 7:17 am
  #4  
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Thanks duranza! I plan to call them back a few times and continue to insist. I'm shocked to as the full plane was promised this compensation. The customer service rep on the phone looked up the flight and acknowledged the crew problems leading to a cancellation but stopped short of fulfilling the promise.

Is there some special Airtran number to call beyond their standard 1-800-airtran?

(Appologies Ocn Vw 1K, wasn't clear on where to put this thread).
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Old Aug 23, 13, 7:31 am
  #5  
 
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There is Customer relations (1-866-247-2428 ) or ask to speak to a supervisor if the agent cannot find the compensation.
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Old Aug 23, 13, 8:06 am
  #6  
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Continued calls aren't going to do anything. If OP was traveling alone, so there's no possibility that the certs are under anoter record, the webform is the way to go.

If FL doesn't come through, OP has two choices: 1) forget about it and move on; or 2) sue. OP can also file a complaint with DOT and hope that others have done so too.

Remember, FL is now WN and WN is WN. So, expect less.
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Old Aug 26, 13, 7:43 pm
  #7  
 
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Originally Posted by duranza View Post
There is Customer relations (1-866-247-2428 ) or ask to speak to a supervisor if the agent cannot find the compensation.
+1 they will investigate.
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Old Sep 21, 13, 7:05 pm
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Originally Posted by traveller001 View Post
+1 they will investigate.
Also can recommend calling customer relations -- here's a link to my experience in 2010, pretty frustrating, but ended up having a happy ending.

http://www.flyertalk.com/forum/airtr...-december.html
pykerl is offline  

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