Guaranteed airfare....NOT

[jets_2573]

had a chairmans call to check the price of a ticket he purchased 3 weeks ago roc/las/roc... pax paid 579.50......it priced today at 400.50. naturally pax req refund...i explained we quarantee the lowest fare however we charge $150.00 to change tkt to lower fare so his refund voucher would be for $29.00.......................needless to say he flipped out.

 

[Art at ISP]

If I am not mistaken, the change fee was originally intended to only apply if you changed the actual flight. To charge the change fee to change class of service on the SAME flight is unconscionable. I would LOVE to see a fraud complaint filed on this one.

As Bob said they probably changed the small print to make it "legal", but I do not think it is ethical--and it is certainly misrepresentation when applied to the "lowest fare" guarantee.

To be fair I don't think US is alone in doing this, but since this was a US customer, let the chips fall where they may.

It just ain't right.......

 

[insp89]

Airline management deceptive ?, unethical ?? Say it isn't so ! .....

 

[YVINTERN]

*GASP* Me and my Muff!

 

[ITRADE]

Does the fee apply regardless of if you want credit card refund or fare voucher?

 

[KCFlyer]

If I am not mistaken, the change fee was originally intended to only apply if you changed the actual flight. To charge the change fee to change class of service on the SAME flight is unconscionable. I would LOVE to see a fraud complaint filed on this one.

As Bob said they probably changed the small print to make it "legal", but I do not think it is ethical--and it is certainly misrepresentation when applied to the "lowest fare" guarantee.

To be fair I don't think US is alone in doing this, but since this was a US customer, let the chips fall where they may.

It just ain't right.......

I follow a "consumer activist" board which is based in Atlanta, and most users on the board assume that everybody lives in Atlanta and flies Delta. This is apparently not unique to US...there are several of the identical complaint on that consumer board about Delta. I don't even think Delta offers a "refund" per se, just a travel voucher for the difference.

 

[ITRADE]

I guess it's time to read the CoC and "Customers First" documents and see what the Tempe Liars Club has to say about all of this.

I'll report back! Now aren't you all excited.

Thrilled.

BTW, the Guaranteed Fare page on the US website is 404ed.

 

[Art at ISP]

Bob,

It seems to me that they WILL impose the $150 change fee even on a refund, however, that conflicts with the intent of the lowest fare guarantee. Therefore, the guarantee itself APPEARS to be fraudulent and misleading.

THIS is the point which should be made. The change fee as ORIGINALLY instituted was only for changes in actual flights, not in change of class on the SAME flight. They added this along the way.

On the other side of the equation, what if someone buys coach and then wants to PURCHASE a HIGHER class of service? They whack him the $150 too....

Something has to give.

I say FIGHT away.

 

[jimcfs]

I follow a "consumer activist" board which is based in Atlanta, and most users on the board assume that everybody lives in Atlanta and flies Delta. This is apparently not unique to US...there are several of the identical complaint on that consumer board about Delta. I don't even think Delta offers a "refund" per se, just a travel voucher for the difference.

KC, I think most FFers would be ok with the difference voucher. To take out $150 change fee because US decided to offer a lower fare in the same class is the main issue we have with this. It's almost done intentionally to discourage every Ma or Pa to be calling in to ask for a difference voucher. That is called... immoral, unethical, bait and switch (I know many of you can continue the list)...

 

[giantfan]

If I'm right US Airways will not be long for this world.

But then what would you have to b**tch & moan about?......

 

[hp_fa]

It seems to me that they WILL impose the $150 change fee even on a refund, however, that conflicts with the intent of the lowest fare guarantee. Therefore, the guarantee itself APPEARS to be fraudulent and misleading.

I agree. It is like someone saying I may owe you money, but it will cost $150.00 for you to get it.

This mentality would also tend to make me look at oversales just to see how much they are overselling in order to get your money and then when they take invols they "forget" to tell the unsophisticated looking invols that they are entitled to cash rather then a useless, overly restricted, travel voucher.

In other words one could infer that LCC is basically saying that once we get your money you will never see it back again no matter how bad we screw you.

 

[KCFlyer]

KC, I think most FFers would be ok with the difference voucher. To take out $150 change fee because US decided to offer a lower fare in the same class is the main issue we have with this. It's almost done intentionally to discourage every Ma or Pa to be calling in to ask for a difference voucher. That is called... immoral, unethical, bait and switch (I know many of you can continue the list)...

Sorry if I wasn't clear - Delta will "refund" the difference minus the change fee. I think then they issue a travel voucher, not a credit or refund.

 

[US1YFARE]

Therefore, the guarantee itself APPEARS to be fraudulent and misleading.

I think it depends if the Lowest Fare Guarantee is ever advertised without the teenie weenie microscopic print that says "less a change fee".

 

[jets_2573]

I would like to add a note to my orig post..............the customer cannot make any itinerary changes (flts, dates, connx) to receive the lower fare. In the past we gave the dif back to the orig form of payment....now it is a voucher only....the chp was ok with the voucher he said he would use it in the near future anyway.....so why penalize the customer?

I would like to see a "positive sales spin" put on this practice by the "corporate readers" of this website so that when the topic comes up i am not at a loss for words.....i am not holding my breath for that as i will turn into a Smurf.

I cannot think of another company (besides airlines) that guarantees a customer the lowest price but then charges them to get it....can anyone give me an example?

 

[Art at ISP]

Jets.

I can't think of any other company either. But that's the point. It really ISN'T a Lowest Price guarantee-it is misleading and in my opinion borderline fraud.

It could be remedied by just getting rid of the low price guarantee--or allowing changes for PRICE only without the fee, but they won't do either....in which case I think a bright attorney general would be all over this because it is misleading at the least.

Thanks for bringing this to our attention--I am going to see where we can take this.