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I have always told you all about the program with USAir where you can get a refund for the difference in airfare if the fare you've bought drops after your purchase and before your date of travel. The refund comes in the form of a credit voucher, which you can apply to another ticket within a year. Remember?
Ok, so I have a couple of refund coupons from my previous trip where the fare went down and I got a $272 credit per ticket (yeah!! big savings! worth checking fares each day)
So, I called USAir the other day to book for next month and use my vouchers. You know they have now moved their customer service offshore and to another country and many of the new reps seem to be having a hard time ramping up, etc.
So, I explained that I had these vouchers and told them what flights I wanted. The guy told me that I couldn't fly on those days with the vouchers because the voucher codes are like FF miles, which are restricted. Huh? We went back and forth and he agreed to check with a supervisor. He came back and assured me that he was right. I figured things had changed, so I booked around his required dates of travel.
I then called back and asked another rep, and she said the same thing.
I tried a third time (for grins) - same thing.
I really wasn't happy to have to stay 9 days when I only wanted 6. This is an impromptu trip, not my real vacation, so I didn't want to burn so much time away and so much money.
I called USAir's corporate customer service line (where the service specialists are) and asked them. They told me that the phone agents were wrong. They changed my dates to what I wanted and applied my vouchers - no problem. She also advised that the agent had booked me on a return other than what I had asked for. He had me getting into PHL after 11pm. With an 8 yr old who has to go to school the next day, this is not an option. Sheesh. Better check your reservations, folks.
Just wanted to share this in case any of you try to do things you used to do with the phone agents and they tell you that you can't -go to the customer service group - not reservations. I held for about 30 minutes for them to answer, but it was worth it. They are very courteous and quick. The phone number for customer service is on their website.
Let's hope the downgrade in reservation agents isn't a reflection of what is going on with pilots or mechanics 🙁 I know they want to drive business to their website and away from the human agents...and if they would let me input vouchers on the site, I would be glad to stay away from the agents. Most of them are very nice, but this is too expensive of a purchase for me to have to second guess everything they tell me.
That is why USAir is in such financial trouble. I gave up flying with them because of lack of professionalism. I admire you and give you credit for remaining calm after 30 minutes. Enjoy all your beach time in ST. Thomas.
Bluwater,
You are my hero! Here's my short story...I won a trip to St. Croix from our local radio station (Philly). I am in the process of planning the trip for June.Staying at the Divi. The trip came with airfare on USAir. Well, we are bringing our daughter with us.
Everyone I spoke to told me what a hard time it will be to get flights planned because I'm using 2 "free" tickets and purchasing one ticket. Have you ever experienced anything like this? The vouchers I have has the phone number for redeeming FF miles. I'm wondering if I'll have the same experience you did. I'm going to try it tomorrow; thanks for the heads up about the corporate number.
Regards,
Terri
Bluwater
I know how you feel. They have their agents in India & they don't know anything. United has them now & I called & asked when the main counters open & TSA they told me the counters open at 9AM & TSA at 10am & I was leaving at 6:30am. Go figure. I wish when you got vouchers they would give you a code so you can do online. Good for you for holding your ground
So you all feel my pain! Ugh...
Terri, I, too, am in Philly. What station did you win from? Is the contest still going 😉
I have had the experience of using FF miles and buying tickets for the same itinerary. My kids and I never seem to reach the # of miles needed for the free tickets at the same time...so someone is always using miles and others are paying (or *I* am paying for others). It is a hassle - kind of like a puzzle. You have to make sure the fare you want to pay for the fee based tix is available for the time/day your FF miles can be used. It is best worked through an agent who can do it all (if they exist anymore).
Maybe you should call the customer service number from the beginning and don't bother with the reservation number. The reservation number is 800-428-4322 - don't call that one.
Bluwater - who do you call to get a refund voucher if you do notice a reduction in fare? Obviously they don't advertize this on their website 🙂 The reason I ask - I have already used FF miles to get one ticket for our July trip (BOS->PHL->STT) and would like to purchase the other for the same flight legs when the price drops (it's $506 right now). If I can do this now and recoup the difference when the price does drop, then I will go ahead and do it - just need to know who to call. Thanks much!
hi ccasebolt-
well, in times past, i have always called reservations 800-428-4322 to get the voucher. who knows what will happen now if I call them. but, at least we know to call customer service if there is a problem. the voucher process has always been really easy. I just say "hi, i am holding a ticket for blah blah blah and the fare has just gone down to X, so I would like a refund voucher for the difference" and they have always checked the fare and said "ok, where should we send it?".
Now, this program seems to be limited to USAir. I have heard that other airlines don't offer it or offer it in some other form - some of them give a credit, but you pay a penalty, accoridng to other travelers who have posted here about it.
And, yes, this is why it isn't so bad to purchase a more expensive ticket with USAir if you think you might travel again within a year....you are sure to get the itinerary you want and can just get a voucher for te difference. It does become a never ending story, though. ....buy a ticket, fare goes down, get a voucher - use that voucher to buya ticket, fare goes down, get another voucher...adn so on, and so on, and so on....
Thanks Bluwater - that's what I'll do. I really don't want to take the chance that we get split up. To me it is worth having both tickets in hand (or at least the conf #s); makes me feel one step closer to being there 🙂 I'll just keep checking the fare since they're bound to drop between now and July. It may become a never-ending story, but we fly USAir a lot, so the voucher will get used. Thanks much for your help!
Bluwater,
I won this trip from B101. I actually won the trip in August '05. Check out their website b101radio.com and look for the link to the pot of gold. You need to accumulate points on the site--look at rewards games. Which phone number did you use for USAir? The number that you said not to use is the same number that is on my voucher. Can't seem to find corporate cust. svc. on their site.
Thanks,
Terri
They don't make the number easy to find, do they? LOL
US Airways Customer Relations
Customer Relations (phone) 866-523-5333
There are prompts (of course).
Push prompt 1 for USAir (prompt 2 is for America West)
Then push 1 again for a reservation specialist.
I found it here:
http://www.usairways.com/customers/phone_directory/index.htm
This used to be the way USAir worked. If the airfare went lower you would be issued a refund for the difference in the form of a voucher. From what I have now heard, they no longer do this since the merger with American West. They started changing slowly by charging $100 to issue a voucher refund and then discontinued it all together. I get so frustrated with USAir especially with trying to use FF miles. I can only leave on Tuesdays and return on Wednesdays. What a waste and especially since they outsource their calls. I get so tired of trying to decipher the words.
"Sank yu sor caling ShoeSAIR."
I spent a very frustrating four hours on the phone with USAir yesterday. I got bounced around to so many different people that I finally stopped counting after the 6th person I "talked" to. I say that very sarcastically because I was starting to sound like a tape, repeating my needs over and over and over. Nobody seemed to know how to handle a very basic (I thought) request to redeem 2 vouchers and at the same time, purchase a child's ticket. My problem is using these particular vouchers. It seems that the next flight available is on Dec. 16th. However, my vouchers expire on Aug. 1. We planned to go to St. Croix in June. So, I called the radio station and gave them a couple of options. First, they could try to straighten this out with USAir. Second, switch the airfare portion to another airline that actually wants my business. Third cancel the whole damn trip and don't issue me a 1099 for a trip that I won and cannot use. To be very fair, the radio station said they would try to get something done and will call me back on Monday. Meanwhile, the Divi is "holding" a reservation for me until Monday, pending the flight arrangements. By the way, the reservations manager at the Divi was so nice to me, like a breath of warm VI air.
Thought I'd share some some funny comments from the USAir employees:
"Is the Virgin Islands in Virginia?"
"We don't fly to St. Crux"
"never heard of dis place..you sure you goin there?"
So, my saga continues...I'll let you know on Monday. But until then, thanks so much for all the help, especially with that phone number.
Terri
Terri-
I feel your pain, you know!
Try backing them into it-
First, go online to the website and find the flight and time you want. See if you can act like you are making the reservation online and then you should reach a screen that will either let you buy the ticket or place it on hold for three days. Choose the hold option. That way, you will have everyting arranged and can then call into the agents and give them the confirmation code for your hold. All they have to do is apply the vouchers and release it.
If they won't let you place the tickets on hold on the website then call the agents and don't mention the vouchers. That seems to confuse them. Just write down the flight numbers and times from the website. Be very specific "Hi, I want to buy three roundtrip tickets from Philadelphia to airport code STX, which is st croix, on X date and the flight numbers are X"....once they get it all set the ywill tell you the fare....then say, "ok, i will pay for 1 ticket and use my vouchers for the other 2"...
What they should tell is is that they will reserve the flight, they should give you a confirmation code and then tell you to bring your vouchers to the airport to redeem them. You can do this before the flight date or on the day of departure. '
I don't get what you ara saying about the vouchers expiring in August. You are flying in June, so what does that matter?
Blu,
My point exactly!! What USAir is telling me is that there are only a certain number of seats on select flights for my kind of voucher. I can only go on December 16Th. That is the next available flight to St. Croix. When I won the trip, I won 8 days/7nights at the Divi. Included in the package was airfare. However, I have since learned that means only on flights operated by USAir. So, if we fly to SJU and get a connecting flight from Cape Air, I have to pay for the Cape Air part. I'll tell you this, my "free" trip is getting expensive! I am getting so many different stories from so many people that I kind of just put it the radio station's lap and said "fix it"! This was not the intent of the prize, so I'm told. Hopefully, on Monday I'll get some positive news. As far as the expiration date, there's dates on the vouchers for validity. Mine specifaclly state they expire in August. So, USAir's position was like OH well, you can't use them for the Dec 16th flight because they will be expired. I then called the accounting office to get a refund or something and they were closed for the day. I had a major headache after all this and yesterday I felt like throwing in the towel. Today, I'm ready to fight the world on this...I'll keep you posted!
Terri
Something isn't right. You are telling me that they are telling you that you can't fly to St Croix on these vouchers until December 16, 2006??
Yes, I agree with you, let the radio station handle it. No point in popping a blood vessel over it.
Worst comes to worst, send an email to the president of usair and copy any other executive email addresses you can find. Someone will call you.
Hi Blu,
your report on the usair vouchers is very interesting. Do you think this works if you used an online site like cheaptickets.com? Our flights from PIT to STT on USAir for this June are pretty pricey. I would love to get a voucher if possible. Let me know what you think
Hi Lorie-
Better call USAir and ask. I have never booked a flight using a thirdd party. Anothr posted mentioned that the USAir voucher program has been discontinued. I need to speak with USAir to get the scoop. If youcall, try calling customer relations, not reservations (numbers above).
Warning: Major Rant!!
Alas, I now recall why I had previously announced that I wouldn't want to use USAir anymore.....I had to deal with them again today!
Forgive typos - I am upset, typing fast and not spell checking.
The follow-up to my original story from the February trip was that they wound up billing me on my credit card for additional costs associated with the new itinerary. They never told me that the new itinerary was going to cost me more, they just billed it. I let that go.
Now, today, I needed to book 1 award reservation and use one reissue ticket for my upcoming visit. This nightmare began aorund 1pm today and continues at this moment.
The website showed award calendar dates available. I moved thru the website process til the last page....waiting to also book my reissue and coordiante seating for my daughter and me. The agent who helped me said that the award chart on the wesbite was wrong - and my dates were no longer available. I trusted him and changed my dates on the website award travel...and he put my other ticket on hold while I tried to figure out what to do...since this changed the dates of my vacation. I checked the site again and it still showed the dates open. A minute later, all of the dates showed not available. I tried again and different dates were available. This went on for about 15 minutes - dates moving in and out of availability...bad for someone trying to book 2 tix.
Then I called customer svc hoping they would coordinate it for me....getting my two tickets to synch up. They told me that my award reservation was not showing because it was an America West flight and that I needed to call America West (hello, isn't AW now USAIr???). I was given the number 800-235-9292 to call.
I called that number - reached Dee Coleman who said that, yes, in fact, the award travel dates that I desired were open. She changed my award ticket and was very nice. She did say that the USAir and USWest systems are not talking - so passengers have to call both companies to book travel.
I hung up and called back to USAir to get the reissue ticket for myself booked on the same itinerary. They told me that the other dates had already been ticketed. I explained the situation, how I had to call America West and how I needed both tickets to match - and Andre' told me that I would be billed $100 change fee. I asked for a supervisor, and he told me that none were avilable and even if I did speak with them, they would tell me the same thing. I refused to hang up until I spoke with someone else. He told me it owuld take a longtime - which it did - about 30 mins...and he came back and said he would waive the fee.
It gets worse.....
He asked me what itinerary the award reservation had been booked on becaue he couldn't find it. Long story short, Dee Coleman had my daughter going out TWO days before the intended departure date - another twist. Then Andre said "I cannot help you anymore, you have taken too much of my time already and you don't even have the correct information whyen you call because you don't know what the correct date is".
HELLO!!!! I know what days I want to travel and I knwo what days I told them to book me!!! USAir has booked me all around those dates and now this is my fault because I can't use my crystal ball to see what magic dates the last agent picked for me. Then he yelled at me and again said he was done with me. I asked him how I was suppsoed to know what flight I was booked on if THEY made the mistake in the booking....and the website isn't working.....and I'm talking to various people at various 800#s.
Ok, so while I was typing this, Andre claims to have corrected everything and has me and my daughter on the correct flight and on the correct dates.
I'll have to call back to see.....I wonder what numbers to call 🙁
Now can you figure out why I'm not going to grace the door of that institution again? !!...The first merger was really, really, REALLY bad, but from what I hear on the street, this one will be a doozie......However in good conscience, I have alot of friends and family still there.....good folks who have given blood over and over again to the latest and supposedly "Greatest" management teams, who have gotten their golden parachutes, stock options etc., etc...and run....I could rant even longer than you,...........guess i just was one of the first rats to jump ship...Hummm... Reservations. are not talking to each other...no surprise there... Same MO...different time......corporate greed is still rampant....I am now officially off my soapbox......sorry, got carried away, there for a minute....my heart is still with my buddies, struggling to make ends meet.....
To answer your earlier questions about buddy passes, I guess since this AM you decided to go the miles route, sorry it turned into customer service hell....If t hey keep this #*#* up, there will be plenty of seats !!..The whole pass system was "Upgraded" (read scary) in May,ask your buddy, they can go online to book passes, ask questions, check availabilty....Hang in there, have a big rum drink and dream of limmin'....August is just around there corner!!
I'm still fuming! I understand driving customer contact to your website...but the website must WORK. I understand mergers (been through them in Corp America) ...but you have to close the proverbial "curtain" so that your customers don't see the mess going on behind the scenes.
And the fact that he blamed me really burns me up....and he was just nasty about it.....and to say he couldn't help me anymore when they've just decucted 30000 miles from my account and cashed in $482 worth of vouchers plus $100 change fee and you can't tell me what date you've erroneously booked me on - but you've taken my money and miles?
Sorry, but ever since USAir has sent their call center business overseas, things have been really bad....and now these mergers are the worst. I'm all about using the website, but it hasn't worked in the last couple of days...and I knew this was going to happen, so cut and pasted the screen shots of all of the error messages I was receiving on the site.
I'm in PHL, so it is hard to just ignore them.....but I wish.
Maybe I'll email them my airline agent tips:
Tip #1 - if someone calls to book a flight on a certain date, try to book that date, not dates around it.
Tip #2 - If someone asks to speak to the office of your CEO, don't laugh and sarcastically say "he's not in right now"
Tip #3 - If the person you're helping is cashing in FF miles AND is paying the $10 fee on their USAir Platinum Visa, you may consider that they might be a loyal customer - so be a little nice - just a little?
Tip #4 - If someone calls the customer services line (not reservations) and expresses great frustration with the reservation line due to some serious mix-ups on your comapny's part, the approach to take should not be "ok,hold on, I'll transfer you to reservations"
Tip #5 - If some serious mix-ups on your company's part cause you to be on the phone with a customer fixing something for longer than your normal talk time, don't tel lthe person that they've wasted too much of your time....and consider that THAT customer may have been on for 10X longer than you dealing with people before you who fouled up their reservation- and that they, the customer, don't WORK for USAir so they're not getting paid to talk to you - they're PAYING you!
And now, for Bluwater's top tip of the day - when the stuff really hits the fan and your customer leaves the call in tears....say "I'm sorry - we value your business" 🙁
