Why During Natural Disasters...

[Res]

Why do we not offfer a travel voucher vs a refund back to the customer, if the flight cancels...the situation is out of our control..US would keep the monies and most passengers would accept that option, if they had no other choice.

Most passsengers are angry with our reschedule guidelines to reschedule on short notice...means obtaining more vacation time, hotels might not be operating....and to have a year to rebook would keep customers happy.

Not referring to thunderstorms...referring to hurricanes, earthquakes...etc

 

[RumorS]

Because that would make sense!!!!!!!!!!!!!!!!!!!!!!!

 

[mbmbbost]

Why do we not offfer a travel voucher vs a refund back to the customer, if the flight cancels...the situation is out of our control..US would keep the monies and most passengers would accept that option, if they had no other choice.

[post="185432"][/post]​

If US can't deliver the product (the flight purchased), it should refund the money. It doesn't seem ethical to me to do otherwise.

 

[USFlyer]

I'm confused. You can still apply the whole value of the ticket, less a change fee, to a future ticket. Or, if you rebook within the communicated timeframe, there is no change fee. Or, alternatively, the customer gets a refund. I'm failing to see how the existing policy is a bad one, especially speaking from a customer's point of view.

 

[Res]

The majority are not happy that they normally have a 7 day window to travel again ...most do not want to pay a change fee when rebooking travel after 7 days. Some Florida passengers have no hotels to go to...and to absorb the change fee for a hurricane does not make most psgrs happy. For some trying to
reschedule a family of four or five after 7 days can turn out to be very expensive, reminder the change fee is now $100.00 at a minimum per ticket -for a situation the was out of everyones control.

If you would provide travel vouchers vs a refund it would be to the companies advantage, could collect interest on the monies vs a flat out refund. Most passengers would rather have the extra time to rebook and not absorb the change fee....alot have limited vacation time...etc..

 

[bobcat]

The main argument from passengers about not wanting to pay change fees and wanting refunds when they need to change their tickets or cancel is they're doing it because of something that is was of their control.

What they don't think about is weather is out of the airlines control also. Why should the airlines lose money or go bankrupt by refunding and waiving change fees when the delays or cancellations were out of their control? Passenger need to be just as reasonable as do the airlines. That is why the airlines make exceptions to ticket rules and restrictions within reason when there is an occurance out of the norm and out of their control.

The airlines should not have to pay for a hurricane just as passengers think they shouldn't have to pay. No one is at fault for a natural disaster but there has to be rules where no one loses. A voucher for the entire value of the ticket to use within one year from the original date of issue in this type of situation would work for all concerned. The passenger gets the entire value and the company loses no money.

 

[NCFL]

Because the US DOT says so. If the flight is canceled, and the person does not travel, the customer is due a refund. Period.

 

[tadjr]

Just curious if anyone knows why Tampa was not on the list of affected cities, yet we shut down Sat night and did not open until 10am on Monday? We had people change their reservation and were made to pay the change fee (by some rez agents, not all) since Tampa didnt "officially" show on the severe weather change page. Of course there is no way to refund a change fee made over the phone so Consumer Affairs will be getting some more calls now. Its amazing how 1 little oversight can snowball into something the everyone has to deal with. Luckily this was the exception rather than the rule since anyone with half a brain (who didnt follow procedures to the letter, shame on you ) could see the situation there and handle it in a thoughtful manner.

 

[USAir757]

Hey, so if you guys booked a dream vacation in Barbados (for example)... all expenses paid... and a few days before you got there, a hurricane wreaks havoc on the island and your vacation is ruined. If somebody told you, well it's out of your control, you still have to pay, but here's a voucher... you can use it as soon as we open and you have 6 weeks to do so? What would you say to them? You'd say you want your money back... and if they didn't, you'd probably dispute the charge on your credit card because it's ludicrous. And not only that, but you'd probably never book to stay with that resort again.

Just because the weather stops a company's ability to provide a service doesn't mean they should still charge the consumer. It's bad business, and it creates lots of ill will between good paying customers and business that are penny-pinching at yours and everyone elses expense.

 

[WestCoastGuy]

That is just one of many instances where this company proves time and again it's total inept management. Agents do not set the rules. Many times my heart goes out to situations such as that, but we are told to follow the rules. This company has more ways of chasing people away than you can imagine. Again, it comes down to basic BAD MANAGEMENT practices.

 

[tadjr]

since Tampa didnt "officially" show on the severe weather change page. Of course there is no way to refund a change fee made over the phone so Consumer Affairs will be getting some more calls now. Its amazing how 1 little oversight can snowball into something the everyone has to deal with.

[post="186069"][/post]​

Well it appears that the calls to refunds have started in earnest. The agent next to me got a call this morning on the counter from the Refund Department asking if we had been closed this weekend since they were getting calls from people about getting their money back and there was nothing STILL in the hurricane section about Tampa ever being closed. Just gotta love it! :blink:

 

[LOVDPIEDMONT]

Why do we not offfer a travel voucher vs a refund back to the customer, if the flight cancels...the situation is out of our control..US would keep the monies and most passengers would accept that option, if they had no other choice.

[post="185432"][/post]​

Most PAX are livid at the company's position.

For goodness sake, give them a travel voucher - save the company's cash - and make the PAX a little happier. PAX, like you and me, don't like a blanket "NO."

Your suggestion makes lots of common sense. Thank you.

 

[mbmbbost]

Like NCFL and USFlyer said, it seems clear enough already. An agent that is afraid to issue a refund for a flight that cancels should refer to the DOT policy, and US' own travel policy:


"Involuntary (Refunds Provided When US Airways is Unable to Accommodate the Customer)
In the event that US Airways is unable to provide a previously confirmed seat and US Airways is unable to reroute the customer either over the routes of US Airways or another airline, US Airways will refund as indicated below:
If no portion of the ticket has been used, the refund will be the amount equal to that paid, minus any associated ticketing fees.
If a portion of the ticket has been used, the refund will be:
The amount equal to the lowest applicable one-way fare (50% of published round trip fares) from the airport of interruption to the destination, based on the fare type used; or
When the original promotional fare type used in the purchase of the ticket is not available at any intermediate airport where an interruption occurs, the amount refunded will be the same proportion of the normal coach (Y) fare published from the airport of interruption to the customer's original destination, as the fare paid is of the normal coach (Y) fare between the point of origin and the stopover/destination. No refund will be applied if ground transportation is offered for part of the ticketed itinerary and accepted by the customer.
In no instance will the amount refunded be greater than the amount paid. US Airways will not refund a ticket which does not indicate a confirmed seat on US Airways unless the ticket was issued by US Airways."