Escalating a pathetic Cust Rels response - cancellation requiring out of pocket spend
Oct 26, 2018, 7:13 pm
#46
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
If AA (or any other airline) after MX tries to weasel out of there obligations, many pax may "jump ship", so handing out miles or vouchers in lieu cash is a copout.
Oct 26, 2018, 8:24 pm
#47
Join Date: Oct 2007
Location: DCA
Programs: DL DM, AA EXP, various hotel
Posts: 2,227
Because that's the topic of this thread. And if your answer to that is yes, I'd be shocked. I was not shocked by this thread.
Oct 27, 2018, 2:37 am
#48
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
You've had a Delta agent promise in writing to reimburse you after their agent issued an invalid voucher, then have customer care refuse the promised reimbursement?
Because that's the topic of this thread. And if your answer to that is yes, I'd be shocked. I was not shocked by this thread.
Because that's the topic of this thread. And if your answer to that is yes, I'd be shocked. I was not shocked by this thread.
Jan 9, 2019, 5:59 pm
#50
FlyerTalk Evangelist
Join Date: Dec 2000
Location: PHL, NYC
Programs: AA PLT, DL SLV, UA SLV, MR LTT, HH DIA
Posts: 10,067
However, the online form works rather well. I submitted a customer service query and had resolution within 48 hours.
Jan 10, 2019, 12:28 pm
#51
Join Date: Apr 2007
Location: USA
Programs: AAdvantage, MileagePlus, SkyMiles
Posts: 4,159
[email protected]
However, the online form works rather well. I submitted a customer service query and had resolution within 48 hours.
However, the online form works rather well. I submitted a customer service query and had resolution within 48 hours.
Jan 10, 2019, 1:17 pm
#52
FlyerTalk Evangelist
Join Date: Dec 2000
Location: PHL, NYC
Programs: AA PLT, DL SLV, UA SLV, MR LTT, HH DIA
Posts: 10,067
Good question,. I know that once a customer service request is opened through the web form, you get responses to your email from this address. And, if you reply to those emails they are monitored and - when warranted - responded to. It's possible they are using a service desk application that scrapes the emails for a request/ticket number though so that the reply goes into the overall incident.
So, my recommendation is to stick to the web page customer service form.
So, my recommendation is to stick to the web page customer service form.
Jan 13, 2019, 9:34 pm
#53
Join Date: Jul 2011
Posts: 2,313
They responded quickly after I sent the receipts...
And sent me a $70 voucher for future travel. Not even an acknowledgment or excuse, just this:
Quote:
Thank you for providing the receipt for your hotel stay in Raleigh Durham. Based on the information you sent me, and taking into account our approved hotel reimbursement rate, I'm sending you a check in the amount of $172.31. It should be arriving at your mailing address soon.
Our contracted hotel rate for Raleigh Durham is $120.00 and our meal allowance is $12.00.
To offset the remainder of your espenses, I've made arrangements for a $70 eVoucher (via a separate email) for you to use toward the
Wow... just wow... I guess DOT is next, but they're really about to lose an EXP.
And sent me a $70 voucher for future travel. Not even an acknowledgment or excuse, just this:
Quote:
Thank you for providing the receipt for your hotel stay in Raleigh Durham. Based on the information you sent me, and taking into account our approved hotel reimbursement rate, I'm sending you a check in the amount of $172.31. It should be arriving at your mailing address soon.
Our contracted hotel rate for Raleigh Durham is $120.00 and our meal allowance is $12.00.
To offset the remainder of your espenses, I've made arrangements for a $70 eVoucher (via a separate email) for you to use toward the
Wow... just wow... I guess DOT is next, but they're really about to lose an EXP.
Jan 14, 2019, 8:08 pm
#54
Original Poster
Join Date: May 2003
Location: LAX
Programs: DL-Plat, UA-Plat 2MM, AA-PlatPro, B6-Mosaic 3, AY-Plat, HY-Globalist, MR-LT Plat, HH-Gold
Posts: 1,235
I started my story with “long story short”... if you want more detail, there was some sort of convention happening and hotels were completely sold out. We waited two hours in the lounge while agents tried to find rooms... only to be sent to a hotel that was actually full. I had been monitoring hotels on my own and after getting turned away, we checked again and a room opened up at the Hyatt Place next to the airport that had not been available before. I assure you it was not a 5-star stay, despite the $195 base rate. But with no occupancy in the area, they probably could have charged more.