Need advice - problem with Sta travel
Mar 1, 2006, 8:59 am
#1
Original Poster
Join Date: Dec 2005
Location: Austin
Programs: CO-Plat, DL-Gold
Posts: 518
Need advice - problem with Sta travel
Hi all,
Wondering if I can get some advice from the FT community. I'm having a ridiculous problem with STA, and was wondering if anyone has suggestions. And sorry in advance if this turns into a rant.
I've been disappointed with STAs prices recently, but I happened to find a good deal with them for a BA flight to Riga. I booked it through the call centre in the US as the offices in the UK did not have the same rate. I was told (in writing, on my itinerary) that the ticket was refundable and changeable without penalty. This seemed unusual for a cheap fare, but I didn't question it
Turns out I can't travel, and when I contact STA about the refund they told me it was not possible. The fare is actually non refunable, non changeable. STA has admitted it was their agent's error, but will not refund the ticket. I've spoken to several supervisors and a sales manager who all tell me I should have known based on the price that the ticket was nonrefundable. After 30 minutes on the phone, I've gotten so exasperated I can't deal with their nonsensical position that I 'should have known'. I'm expecting a call from the director (who I gather is the most senior person at the call center), but doubt that will actually result in anything.
And onto the questions...
1. Has anyone else had bad experiences like this with STA?
2. Am I correct in thinking that STA has a responsibility to honor fare rules printed on my itinerary, even if they are different from the airline's rules?
3. Any suggestions on getting this resolved? Is this a situation where I can deny charges on my cc and be done with it?
Thanks in advance
Wondering if I can get some advice from the FT community. I'm having a ridiculous problem with STA, and was wondering if anyone has suggestions. And sorry in advance if this turns into a rant.
I've been disappointed with STAs prices recently, but I happened to find a good deal with them for a BA flight to Riga. I booked it through the call centre in the US as the offices in the UK did not have the same rate. I was told (in writing, on my itinerary) that the ticket was refundable and changeable without penalty. This seemed unusual for a cheap fare, but I didn't question it
Turns out I can't travel, and when I contact STA about the refund they told me it was not possible. The fare is actually non refunable, non changeable. STA has admitted it was their agent's error, but will not refund the ticket. I've spoken to several supervisors and a sales manager who all tell me I should have known based on the price that the ticket was nonrefundable. After 30 minutes on the phone, I've gotten so exasperated I can't deal with their nonsensical position that I 'should have known'. I'm expecting a call from the director (who I gather is the most senior person at the call center), but doubt that will actually result in anything.
And onto the questions...
1. Has anyone else had bad experiences like this with STA?
2. Am I correct in thinking that STA has a responsibility to honor fare rules printed on my itinerary, even if they are different from the airline's rules?
3. Any suggestions on getting this resolved? Is this a situation where I can deny charges on my cc and be done with it?
Thanks in advance
Mar 1, 2006, 9:18 am
#2
Join Date: Feb 2005
Location: LAX-TPE-LAX
Programs: No more status...just doing my best in burning my points/miles.
Posts: 2,003
Originally Posted by schmare
Hi all,
Wondering if I can get some advice from the FT community. I'm having a ridiculous problem with STA, and was wondering if anyone has suggestions. And sorry in advance if this turns into a rant.
I've been disappointed with STAs prices recently, but I happened to find a good deal with them for a BA flight to Riga. I booked it through the call centre in the US as the offices in the UK did not have the same rate. I was told (in writing, on my itinerary) that the ticket was refundable and changeable without penalty. This seemed unusual for a cheap fare, but I didn't question it
Turns out I can't travel, and when I contact STA about the refund they told me it was not possible. The fare is actually non refunable, non changeable. STA has admitted it was their agent's error, but will not refund the ticket. I've spoken to several supervisors and a sales manager who all tell me I should have known based on the price that the ticket was nonrefundable. After 30 minutes on the phone, I've gotten so exasperated I can't deal with their nonsensical position that I 'should have known'. I'm expecting a call from the director (who I gather is the most senior person at the call center), but doubt that will actually result in anything.
And onto the questions...
1. Has anyone else had bad experiences like this with STA?
2. Am I correct in thinking that STA has a responsibility to honor fare rules printed on my itinerary, even if they are different from the airline's rules?
3. Any suggestions on getting this resolved? Is this a situation where I can deny charges on my cc and be done with it?
Thanks in advance
Wondering if I can get some advice from the FT community. I'm having a ridiculous problem with STA, and was wondering if anyone has suggestions. And sorry in advance if this turns into a rant.
I've been disappointed with STAs prices recently, but I happened to find a good deal with them for a BA flight to Riga. I booked it through the call centre in the US as the offices in the UK did not have the same rate. I was told (in writing, on my itinerary) that the ticket was refundable and changeable without penalty. This seemed unusual for a cheap fare, but I didn't question it
Turns out I can't travel, and when I contact STA about the refund they told me it was not possible. The fare is actually non refunable, non changeable. STA has admitted it was their agent's error, but will not refund the ticket. I've spoken to several supervisors and a sales manager who all tell me I should have known based on the price that the ticket was nonrefundable. After 30 minutes on the phone, I've gotten so exasperated I can't deal with their nonsensical position that I 'should have known'. I'm expecting a call from the director (who I gather is the most senior person at the call center), but doubt that will actually result in anything.
And onto the questions...
1. Has anyone else had bad experiences like this with STA?
2. Am I correct in thinking that STA has a responsibility to honor fare rules printed on my itinerary, even if they are different from the airline's rules?
3. Any suggestions on getting this resolved? Is this a situation where I can deny charges on my cc and be done with it?
Thanks in advance
2. Not an attorney, but in my humble opinion: STA should eat it. They are your agent. You made a promise to pay and contract was formed with them by their employee for a fully refundable ticket...which they should honor because they didn't provide you with a fully refundable ticket regardless of the airline rules.
3. I would call them back and demand that they eat the price of the ticket because you were promised a fully refundable ticket. If they balk at this, I'd bring up the fact that they were the one who made the mistake. Not you. If they keep on bringing up the "you should have known" then you should also state that if that was the case, they shouldn't have made the mistake. If they deny this, bring up the client/agent relationship and the request and promises that STA has made. If that doesn't work, deny the credit card charge and let them deal with it.
Good luck.
Mar 1, 2006, 9:32 am
#3
Join Date: Oct 2002
Location: UK
Posts: 7,560
Don't waste time arguing with them. Write to them demanding a full refund. Give them a deadline. If they pay - all well and good. If they don't pay - go to the Small Claims Court. You can even do this online (do a search on "Money Claim Online")
Mar 2, 2006, 5:10 am
#5
Join Date: Jan 2004
Location: DCA
Posts: 3,395
Did you put it on your credit card? You may want to dispute the charge it with your credit card company. Tell your CC company that STA misled you on the rules of the ticket to induce you to purchase and then refused to honor their original agreement.
Mar 8, 2006, 8:43 am
#7
Original Poster
Join Date: Dec 2005
Location: Austin
Programs: CO-Plat, DL-Gold
Posts: 518
Thank You
Hi All,
Thanks for the suggestions on how to resolve this. As I never received the call from the director, I phoned my credit card company. They advised that if the company is not honoring a written part of the agreement I can dispute the charge, so that works for me.
Yet another example of why it's important to get fare rules in writing!
cheers
Thanks for the suggestions on how to resolve this. As I never received the call from the director, I phoned my credit card company. They advised that if the company is not honoring a written part of the agreement I can dispute the charge, so that works for me.
Yet another example of why it's important to get fare rules in writing!
cheers
Mar 8, 2006, 9:31 am
#8
Join Date: Jan 2003
Location: HEL
Programs: *G, used to be with TK but left due to their corruption and political ties
Posts: 4,408
Really does sound like you've done everything right at least. Keep fighting! I bought a fully changeable ticket from them once. But when I wanted to change my return I found out that date changes were fine, but I had to travel on the exact same flights on the new dates..
Other than that, I'm very pleased with them. They often offer very discounted flexible (that actually are flexible) tickets for students.
Other than that, I'm very pleased with them. They often offer very discounted flexible (that actually are flexible) tickets for students.
Mar 27, 2006, 1:39 pm
#10
Join Date: Mar 2006
Posts: 27
Originally Posted by Mattox
STA arent all that bad, really great for students. I'd keep trying you should be able to get your refund. Fingers crossed.
As for your legal claim, stick at it. If you have it in writing, you're golden. And if they try blaming it on the agent, they can't. agency law makes STA liable for the acts of their agents when performed in the scope of their duty.
But anyways, seems like you passed it off to your credit card company (smart).
let us know how it turns out.
Apr 3, 2006, 8:59 am
#11
Original Poster
Join Date: Dec 2005
Location: Austin
Programs: CO-Plat, DL-Gold
Posts: 518
Well since you asked how it turned out ...
Well since you asked how it turned out ....
I sent a certified letter documenting my case and requesting the full refund. In reply (about two weeks later, when I had asked for a reply in 7 days in the letter) they offered travel credit for the flight.
The funny thing is that at the beginning I probably would have taken travel credit- we're not talking about a huge amount of money, and I have several upcoming trips where I probably could have made use of the voucher.
But six weeks after the original incident, after all the hassles with the various supervisors and agents, and the expense of dealing with an office in AZ when I'm currently in London .... their offer was too little, too late.
So I've denied charges on my cc, and STA can take it up with the cc company.
On another note, several people have PMd me saying they work for STA, and my experience shouldn't have happened, and that the STA AZ office is particularly bad with customer service. I can't comment beyond my experience - if those people want to post publically I'm sure they will - but the way they approached this problem has definitely turned me away from sta!
cheers
I sent a certified letter documenting my case and requesting the full refund. In reply (about two weeks later, when I had asked for a reply in 7 days in the letter) they offered travel credit for the flight.
The funny thing is that at the beginning I probably would have taken travel credit- we're not talking about a huge amount of money, and I have several upcoming trips where I probably could have made use of the voucher.
But six weeks after the original incident, after all the hassles with the various supervisors and agents, and the expense of dealing with an office in AZ when I'm currently in London .... their offer was too little, too late.
So I've denied charges on my cc, and STA can take it up with the cc company.
On another note, several people have PMd me saying they work for STA, and my experience shouldn't have happened, and that the STA AZ office is particularly bad with customer service. I can't comment beyond my experience - if those people want to post publically I'm sure they will - but the way they approached this problem has definitely turned me away from sta!
cheers
Apr 10, 2006, 3:37 am
#12
Join Date: Sep 2005
Posts: 760
I booked an early morning UA flight for my sister thru STA SFO-PHX. Her flight was cancelled and rescheduled by UA for late afternoon. Turns out STA booked a non-end ticket (didn't know what that meant until then) which didn't allow her to be reticked on HP which had a similar flight to the original. There was a lot of back and forth with UA and STA's CSRs. STA said they had to wait for a supervisor to show up for work...2 hrs later. I'm not sure if all the tickets are booked this way but I'll probably not use STA very much in the future.