Online Award Ticket Redemption Errors...paying fees to book on phone?
Aug 2, 2009, 11:16 am
#1
Original Poster
Join Date: Jul 2008
Location: NYC, DEL, BKK
Programs: DL SM, 9W Silver, UA, HHonors
Posts: 71
Online Award Ticket Redemption Errors...paying fees to book on phone?
In the past couple months, I've booked two award award tickets that I attempted to book online, the first I tried several days to get booked, and the website kept saying there was an error with their online system and to have me call the WP line to book my ticket.
When I called the phone line to book it, I then get charged an additional $20 for having to talk to an agent to book the ticket, which I contested and the woman said that I should book it online if I want to avoid the fee. However...Since it is their technical error, I shouldn't need to pay the extra fee in my mind, and again last night when I needed to book the ticket and the website again gave me a similar message, I then needed to call the phone system to book it again.
Am I being unreasonable in believing that they should waive the $20 additional 'Phone booking' fee? Have others had this similar problem? It just seems fishy that its happened twice in a row now, are they trying to generate more revenue?
When I called the phone line to book it, I then get charged an additional $20 for having to talk to an agent to book the ticket, which I contested and the woman said that I should book it online if I want to avoid the fee. However...Since it is their technical error, I shouldn't need to pay the extra fee in my mind, and again last night when I needed to book the ticket and the website again gave me a similar message, I then needed to call the phone system to book it again.
Am I being unreasonable in believing that they should waive the $20 additional 'Phone booking' fee? Have others had this similar problem? It just seems fishy that its happened twice in a row now, are they trying to generate more revenue?
Aug 2, 2009, 2:28 pm
#2
Join Date: Sep 2007
Location: Sunny Florida
Posts: 637
I have not booked through northwest but when this issue comes up on delta, be it booking an award ticket or a revenue ticket, if the website is screwing up and you have to call, the agent will transfer you to the technical support desk to book your ticket and waive the fee. The regular nor elite agents can waive the fee, only technical support can.
In my opinion, this should be waived in your case but maybe northwest does not have the same "technical support" avenue available.
In my opinion, this should be waived in your case but maybe northwest does not have the same "technical support" avenue available.
Aug 2, 2009, 2:54 pm
#3
Join Date: Sep 2007
Location: Washington DC
Programs: Delta DM CO PE OZ GE AMTRAK
Posts: 524
In the past couple months, I've booked two award award tickets that I attempted to book online, the first I tried several days to get booked, and the website kept saying there was an error with their online system and to have me call the WP line to book my ticket.
When I called the phone line to book it, I then get charged an additional $20 for having to talk to an agent to book the ticket, which I contested and the woman said that I should book it online if I want to avoid the fee. However...Since it is their technical error, I shouldn't need to pay the extra fee in my mind, and again last night when I needed to book the ticket and the website again gave me a similar message, I then needed to call the phone system to book it again.
Am I being unreasonable in believing that they should waive the $20 additional 'Phone booking' fee? Have others had this similar problem? It just seems fishy that its happened twice in a row now, are they trying to generate more revenue?
When I called the phone line to book it, I then get charged an additional $20 for having to talk to an agent to book the ticket, which I contested and the woman said that I should book it online if I want to avoid the fee. However...Since it is their technical error, I shouldn't need to pay the extra fee in my mind, and again last night when I needed to book the ticket and the website again gave me a similar message, I then needed to call the phone system to book it again.
Am I being unreasonable in believing that they should waive the $20 additional 'Phone booking' fee? Have others had this similar problem? It just seems fishy that its happened twice in a row now, are they trying to generate more revenue?
more complext trips involving mutltiple carriers will give you error at the last step, such as KE one way, CZ one way, etc. you can only call to book those. There are other things that will cause system to give errors. It is just too complex for the system to handle automatically.