US Airways Credit Mix-Up; Woman Contests AirTran Change Fees

by Categorized: Customer Service, Travel Date:

A US Airways plane and an American Airlines plane share a terminal at Ronald Reagan National Airport in Virginia
Today’s Bottom Line column:

Gene Nowak and his wife, Jean, were among the 3,594 passengers on the Royal Princess cruise last September that barely made it halfway through a 12-day Mediterranean trip before the ship lost power.

At least the toilets didn’t stop working. After reaching Naples, Italy, Princess aborted the cruise and offered passengers a full refund, a discount on a future cruise and transportation home. Shortly after the Nowaks returned to Glastonbury, though, US Airways emailed a reminder to check in for their return flight.

Nowak called the airline and, after explaining they no longer needed the flight, received a credit for more than $1,200 that expires Sept. 27, 2014. The airline sent an email confirmation. That meant the Nowaks could apply the credit to the make-up Princess cruise to the Mediterranean they recently booked.

“I thought this would work perfectly,” says Gene Nowak, “because we were now due to return to the United States on Sept. 23.”
But when he called US Airways reservations, he was told the credit expires Sept. 14, not Sept. 27. The original email was incorrect.

“Obviously,” he says, “this would not work in our favor.”

More . . .

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