Son almost misses flight because of mystery ticket fee

My son was traveling home for Christmas on a ticket that I had purchased in advance for him. He was given a boarding pass, checked his bag and proceeded through security to the departure gate.  Once at the gate, he was refused boarding because there was a 'fee due on the fare'.  No other information was given about the fee and he was told that they couldn't check on the details or verify anything - all they could do is take his money and let him board the flight.  

Being a broke college student, he did not have the ~$85 ransom payment in order for him to board.  He called me with about 20 minutes until the departure time in a panic because he was going to miss his flight.  I called the JetBlue reservation desk and after several minutes verified that there was no amounts due or any outstanding fees.  The agent on the phone was adamant that had there been any fee due, the ticket would not have been issued at the time of purchase.  By the time I was able to get off the phone with the agent and attempt to contact my son, he had already boarded his flight and had turned off his phone.

From my point of view, this was nothing other than an attempt to collect money from a passenger at the very last minute. "Pay up or you don't get on the plane."  Had he (or possibly countless other passengers) been able to pay the ransom fee at the gate, he would likely have done so simply to be able to board the plane and dealt with the issue later.

I would ask that anyone else who has experienced similar 'hostage' scenarios, please put your comments in writing.  You pay your fare and there should not be any additional fees requested.  Extortion, ransom, whatever you want to call it. Bottom line is it's wrong and needs to be addressed.

Oversold and Stranded a Long Way from Home

Flight Date: 15 April 2012

We purchase a full priced, non stop ticket for our college daughter from San Francisco to Denver on her Spring Break. We drove 100 miles from our home to DIA.  We checked her in to security and then we left her at the airport.  We then drove 100 miles back to our home.  She called us at 7:00 and told us that her flight would be delayed until 8:00.  So she waited around, walked around, etc.  She came back to the gate at 7:50 and they refused to allow her on the plane even though they knew she was there waiting on them for their delay. They told her they oversold the flight and she couldn't get on. She told them she had been waiting for their delay and needed to get back for school.  They told her it was their policy to oversell flights and since she wasn't around they gave her seat to someone else. And we were at home 100 miles away at that time.  

They told her she was out of luck, not what can we do to help you. She was hysterical.  The then told her that the next few days were booked and they couldn't get her out until Wed.  We drove halfway back to DIA, when she called us and said she could fly to Phoenix, spend the night alone in the airport and catch a flight at 6:45 to San Francisco.

OMG! UNBELIEVABLE! MY YOUNG DAUGHTER, ALONE IN AN AIRPORT IN PHOENIX!  WHEN I HAD PURCHASED A NON STOP FULL PRICED TICKET MORE THAN A MONTH IN ADVANCE SO I DIDNT HAVE TO WORRY ABOUT HER CHANGING PLANES!

She was alone, up all night, late for school and treated like crap by SW. We called SW and they called my daughter a liar.  Instead of asking how it can be fixed, they called her a liar.  Untied Airlines always makes it right even if they dont know whose fault it really is.

They did this to me personally three years ago when I was flying to the east coast for my grandmothers funeral.  I was delayed at security and got to the gate just when they were closing the door and they wouldn't let me on.  I had to fly to Chicago and then to Philadelphia where I was late for the funeral. I then forgave them and gave them another chance and this is what they do.

I want a refund.

- Laura

Unacceptable Infant Travel Equipment on American Airlines

Flight Date: 14 April 2012

Since we were travelling with our 8 month old baby, we sat in the bulkhead row. Due to early boarding, we were given the only bassinet available for the entire plane. Although the American Airlines website clearly states that the bassinet is for all children under 2 years of age and less than 35 lbs, my 21 lb 8 month old child did not fit in the bassinet and slept with his feet sticking out. 

After securing him as directed on the bassinet instructions, I look up in the middle of the flight to see my child unzipped from the bassinet and on his knees ready to jump out and fall 4 feet on to the floor of the plane. This is UNACCEPTABLE from any company, and even more so from American Airlines. Although the service and quality of flights were extremely poor, I would at least expect that the resources provided by the company were safe. I cannot imagine what consequences would have occurred if I had not looked up in time to grab my son.

It is unconceivable that such lack of safety exists in the child restraint devices provided by American Airlines. How could a company charge $1,200 per seat for a flight and not even provide a safe bassinet? For this reason, I am extremely disappointed. After travelling for years on American Airlines and putting the safety of my loved ones in the hands of the company, I am appalled at what occurred during my flight.

- Illenna

Flight Delays Lead to a Loss of a Job

I was living and working in China. I came back to UK on the 15 November 2011 for 6 days for a family funeral. I was due to fly back on the 21 November, the night before I was due to fly the website showed the flight had been cancelled due to high winds and fog around Newcastle airport.

I was unable to contact the KLM call centre on the Sunday night so tried again on the Monday but to  no avail, also  on Tuesday and again I could not get through. the problem to start with at the call centre is if the call waiting is over ten minutes then they ask you to call back later.

The first time I was able to get through was the 23 November 2011. I spoke to the KLM agent and asked him when the next flight was I could rebook, without asking me I was put on hold. then after 3/4 minutes of being on hold I was cut off, totally unacceptable. i was unable to get through for rest of the 23/11 so tried again on the 24/11 were i got through again, I spoke to the KLM agent, told him my query and was promptly cut off. Totally unacceptable. as far as im aware these calls would have been recorded.

The original complaint was passed to KLM who passed on apologies but no more. What hurts the most is that because I was unable to return to china during that week I was dismissed from my position in China. after my final attempt to get through on the 24 November,  I checked my email and read message from my employers telling me as i was unable to return to work i had been dismissed. this has left me without most of my possessions, without a permanent home and utterly disgusted at kl and obviously the treatment from my employer.
I have asked KLM for recompense but they have declined this.

- Ian

Unresolved issues with passenger entertainment systems

For frequent long distance travelers, passenger entertainment is a serious issue. In the following case, the airline and the passenger can't seem to agree on an acceptable solution.

This is the middle of the conversation, where the passenger [x] has been in discussion with Virgin Atlantic customer service representative Rachel:

Rachel xxx,

I thank you for your note. However, the content of your response is totally unacceptable. I make three points.

First, as a loyal customer of Virgin Atlantic, between December 2011 and March 2012, I purchased at least five trans-Atlantic flights from your company. On more than one of the more recent of these flights, I purchased additional leg-room. These purchases were owing to the fact that...I required additional space....

Second, you say that 'unfortunately, [my form] is of very poor quality and [you are] unable to read [my] comments. However [y]our cabin crew have also sent [you] a report on the issues [I] faced on board.' I am aghast. In a court of law, it would not be satisfactory to resolve the case, based solely upon evidence from the defending counsel, with no input whatsoever from the prosecution. Similarly here, you are simply unable to resolve my complaint satisfactorily, until you ascertain what I wrote in my form.

I remark that it is strange that my form, which was in excellent condition when I entrusted it to your colleagues, is now 'of [so] very poor quality', that you are 'unable to read my comments'. I am sure that this has nothing whatsoever to do with the fact that the very people to whom I was required to entrust the form for safe-keeping and safe transit were those members of your staff whom I had specifically named in my form as having offered me such abysmal service.

There is only one way to resolve this matter. I advise you to scan my form, to save it in .pdf, and to send it, by email, to me. I shall then be in a position to reproduce my comments for you, in type-written text. Furthermore, I shall then be in a position to comment upon the disparity, if there is one, between the quality of the form, when I entrusted it to your colleagues, and the 'very poor quality' of the form that your colleagues transmitted to you.

Third, you say that 'it’s clear we let you down, and I’m sorry our flights didn’t live up to your expectations. As a gesture, by way of an apology, for letting you down on the flight, I would like to offer you 4,000 Flying Club miles, which already entitles you to Economy discounted tickets. I hope this will go some way to make up for what happened'. Yet, as you well know, 'this will go [almost no] way [at all] to make up for what happened', since 4000 Flying Club miles will not even purchase for me a single flight from London to New York (quoted, on your website, at 17500 miles).... In this way, although you apologise and fully accept blame, acknowledging that 'it's clear [you] let [me] down', you insult me, by offering much less than might reasonably be deemed amends.

I await your swift reply to, and satisfactory resolution of, my as yet unresolved complaint.


[x]
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On 2 Apr 2012, at 15:16, Customer Relations UK wrote:

Dear Mr xxx

Thank you for filling in our ‘Any Concerns’ form regarding the issue you had faced, when seated in our extra legroom seat.

We have been forwarded this form from our crew...but unfortunately, it is of very poor quality and I am unable to read your comments. However our cabin crew have also sent us a report on the issues you faced on board. Of course if there is anything I have missed out in my correspondence Mr [x], please could you forward any further information to -customer.relations@fly.virgin.com.

From reading this report, I believe that you had encountered problems with your in-flight entertainment system, resulting in your system having to be rebooted on numerous occasions. Additionally, you were promised a DVD player by our crew but did not receive this.

I do understand how important our entertainment systems can be, especially on a long haul flight such as yours. These can be a great distraction whilst travelling and I am truly sorry that you were not able to take advantage of this during your flight.

I can by the reports that our crew did approach you on numerous occasions, to pass you the DVD player but did not wish to disturb you while you were asleep.

Mr [x], I can also see that you have requested a refund for the extra legroom seat. I’m afraid our seats are non-refundable, although I completely appreciate that you were not able to view your in-flight entertainment system, the extra charge for this seat, is for the extra leg space they provide and as you did receive this, I will have respectively decline your request for a refund.

However, it’s clear we let you down, and I’m sorry our flights didn’t live up to your expectations. As a gesture, by way of an apology, for letting you down on the flight, I would like to offer you 4,000 Flying Club miles, which already entitles you to Economy discounted tickets. I hope this will go some way to make up for what happened.
However I can see that you are not currently a member of our reward programme. So if you’d like to take advantage of these miles, do go online and enrol free of charge, ‘I have attached a link below’. Then just let me know membership numbers. Once I’ve got them I’ll gladly credit the miles to your accounts.


I can certainly understand the poor impression of Virgin Atlantic this experience has created. I can only hope that we will have the pleasure of welcoming you on board again in the future, when I’m sure we’ll be able to win back your confidence with the usual Virgin flair and service.

Yours sincerely

Rachel xxx
...
Virgin Atlantic Airways Ltd

Holiday Airline Travel Advice on Security and Baggage

With the holidays comes the joys and the headaches of holiday travel, especially if it involves going to the airport. If you follow AirSafe.com's advice, you could avoid most of the mistakes that passengers make when it comes to packing and air travel.

Advice for infrequent flyers
If you have never flown before or if you have not flown in a long time, you should review the AirSafe.com's Advice for the Infrequent Flyer, which covers some of the basic things you need to know, and also has links to more extensive information about security and baggage issues.

Baggage Advice
The following links will provide you detailed information on a range of baggage related subjects of interest to travelers during the holidays or at any other time of the year:
What the TSA allows in checked and carry-on baggage
Carry-on baggage tips
Top 10 baggage tips
Baggage claim advice
Lost and damaged baggage claims
Duty-free items
Traveling with your laptop
Overhead baggage risks

Security Advice
Top 10 Security Tips
Acceptable identification
Restricted and prohibited items

Other advice
Fear of flying
Traveling with children and infants
Top 10 tips for children traveling alone
How to fly with your pets

Want to Share Your Airline Change Fee Horror Story?

Have you been one of the many thousands of passengers who received an unexpected change fee from your airline? Have you been so upset that you wanted to tell your story to someone? Now you have your chance to tell your story to more than just your family and friends. AirSafeNews.com, working with the Kaplan Casting, would like to hear your story.

Kaplan Casting is looking for documented cases of passengers who have been charged unexpected "change fees" by their airline. Kaplan is very interested in business travelers and families, but will consider anyone of any age or background for a television commercial. If you are chosen, you will be paid Screen Actors Guild (SAG) rates for your time on the set.

What to do to be considered
To have your story considered, you have to have some kind of documentation of the airline change fee, and must provide us with basic details about the flight. If you are interested, you have two choices. You can either fill out the form at the bottom of this article and submit it to AirSafeNews.com, or you can contact Kaplan Casting directly at kaplancasting@gmail.com.

In your email, please include the following:

1. Your name (first and last) and age
2. Phone number
3. City/State where you live
4. Description of your change fee story, including when it occurred and what documentation you have to show change fee charges

If you like, you can also send Kaplan Casting a photo (JPG) or audition video (quicktime).

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