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Old 09-08-2012, 08:36 AM   #1
JLitfin
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What did the Airtran agent do?

I had flights booked on Airtran.com. The fares dropped yesterday saving me about $112 for my family, so I called and had the Airtran agent change our fares in order to receive a credit. I do this all the time on Southwest but have never done this on Airtran.

Now I can't get into my reservation, what did the agent do to block me out? I'll be calling Airtran this evening to find out what he did and have them fit the problem. I like being in control of my own reservations, and now I can't get into it on the website.
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Old 09-08-2012, 10:22 AM   #2
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Quote:
Originally Posted by JLitfin View Post
I had flights booked on Airtran.com. The fares dropped yesterday saving me about $112 for my family, so I called and had the Airtran agent change our fares in order to receive a credit. I do this all the time on Southwest but have never done this on Airtran.

Now I can't get into my reservation, what did the agent do to block me out? I'll be calling Airtran this evening to find out what he did and have them fit the problem. I like being in control of my own reservations, and now I can't get into it on the website.
It may be that they had to make an entirely new reservation with a new confirmation number. It's a totally different system than SWA uses, so there are certainly going to be differences in how it works.
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Old 09-08-2012, 11:47 AM   #3
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It is possible that the reservation number has changed, since the credit will now be kept under the old reservation number for future use. Did you get a new email confirmation? Do you have online access to your A-Plus account? If so, you can log in to your A-Plus account and it should still be listed under the "My Bookings" tab. There may be two listings, one for the "old" reservation and one for the "new" reservation booked at the new price.

Good luck!

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Old 09-08-2012, 02:11 PM   #4
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I have gotten credits for price drops on AirTran, and it changed nothing about the current reservation. You should've received an e-mail confirmation showing the new price and the amount in credit. I would call AirTran and ask about this.
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Old 09-08-2012, 07:18 PM   #5
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I called Airtran and found out that the agent didn't finish the transaction and hadn't issued the credit to my A+ rewards number last night, this is why I couldn't get into my reservations.

When I called this morning I couldn't believe what I found out. There was an Airtran sale all day yesterday, which is why I called to rebook into the lower fare, I called around 11:30pm when I discovered the sale and had the agent change my reservation in order to receive the lower fare. While he was going through everything he was telling me the credit I would receive back into my account, which is the same numbers I figured out. Since I couldn't get into my reservation I couldn't check anything until I spoke with another agent this morning. Last night my flights both ways from BWI - MCO went from $108 down to $85 a difference of $23 x 4 = $92 & $23 x 2 = $46 which would be $138 credit for our RT tickets, 2 OW tickets was purchased with points. This morning when I called about not being able to get into my reservation the agent told me my new fare on my reservation was $99.80, I said no it was $85 when he was changing my reservation last night. She said there was nothing she could do, that she can't override my fare that last night's agent booked me in. I was upset, this was extra credit I could of received toward a future flight.
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Old 09-08-2012, 07:33 PM   #6
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Quote:
Originally Posted by JLitfin View Post
I called Airtran and found out that the agent didn't finish the transaction and hadn't issued the credit to my A+ rewards number last night, this is why I couldn't get into my reservations.

When I called this morning I couldn't believe what I found out. There was an Airtran sale all day yesterday, which is why I called to rebook into the lower fare, I called around 11:30pm when I discovered the sale and had the agent change my reservation in order to receive the lower fare. While he was going through everything he was telling me the credit I would receive back into my account, which is the same numbers I figured out. Since I couldn't get into my reservation I couldn't check anything until I spoke with another agent this morning. Last night my flights both ways from BWI - MCO went from $108 down to $85 a difference of $23 x 4 = $92 & $23 x 2 = $46 which would be $138 credit for our RT tickets, 2 OW tickets was purchased with points. This morning when I called about not being able to get into my reservation the agent told me my new fare on my reservation was $99.80, I said no it was $85 when he was changing my reservation last night. She said there was nothing she could do, that she can't override my fare that last night's agent booked me in. I was upset, this was extra credit I could of received toward a future flight.
So - your credit is only $65.60 instead of $184 because the agent last night booked you at the wrong fare? I'd be upset, too!
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Old 09-09-2012, 02:03 PM   #7
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More accurately, the new lower fare is a savings of $8.20 x 4 r/t (so, $16.40 x 4) and $8.20 x 2 o/w - so, $82.50 instead of $138, not $184. And because the first rep didn't complete the transaction, not because he booked her at the wrong price. At least that's what I'm reading and calculating in the update . Less than she expected credited, sure - but a courtesy the airline offers on nonrefundable purchases. Heck, legacy carriers would charge $75 per ticket; even jetBlue (to which I'm devoted) now bans prior purchases from sale credits.

OP, you can try calling back for a supervisor or manager, but I truly doubt airlines have any way to override an expired sale.
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Old 09-09-2012, 02:54 PM   #8
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I had some problems with AirTran agents today. I had to call back 3 times to get everything right.

Call #1 - I noticed the airfare had gone down for our flights -- I didn't calculate the expected credit ahead of time; I just knew the fares were lower but not by how much. I called and asked for the credit which the agent said was $174.
Call #2 - I checked our itinerary online and now our pre-paid seat assignments were gone. So, I called back and asked that they be re-set; credit is now $96 but we have our seat assignments back.
Call #3 - I checked our itinerary online again and noticed the $15/person Direct Booking Fee was charged. I called again and asked to be credited for the booking fees so now the credit is $141 which is finally correct.

I learned from this experience to a) calculate the expected credit in advance, b) tell the agent upfront NOT to remove the seat assignments and c) tell the agent upfront NOT to charge the $15/person Direct Booking Fee.

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Old 09-09-2012, 05:00 PM   #9
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Quote:
Originally Posted by kaytieeldr View Post
More accurately, the new lower fare is a savings of $8.20 x 4 r/t (so, $16.40 x 4) and $8.20 x 2 o/w - so, $82.50 instead of $138, not $184. And because the first rep didn't complete the transaction, not because he booked her at the wrong price. At least that's what I'm reading and calculating in the update . Less than she expected credited, sure - but a courtesy the airline offers on nonrefundable purchases. Heck, legacy carriers would charge $75 per ticket; even jetBlue (to which I'm devoted) now bans prior purchases from sale credits.

OP, you can try calling back for a supervisor or manager, but I truly doubt airlines have any way to override an expired sale.
American Airlines charges $150/ticket for any changes - including a price drop. AirTran charges $75 for changes, but is kind enough to credit the price difference without a fee.

**The OP was editing the ticket prices while I was typing my response.
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Old 09-09-2012, 06:52 PM   #10
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Quote:
Originally Posted by NancyIL View Post
American Airlines charges $150/ticket for any changes - including a price drop. AirTran charges $75 for changes, but is kind enough to credit the price difference without a fee.

**The OP was editing the ticket prices while I was typing my response.
Yes, I was editing because I forgot I had purchased 2 OW tickets on Southwest points and wanted to change the amount of credit I should of received. Instead of receiving $138 I received $49.20 since I was booked with the fare of $99.80 instead of $85. I had 4 OW outbound tickets and 2 OW inbound tickets.


I also lose my pre-paid seats, so I also called back and had the agent give those back to me and at that time she also gave me a credit for the $15 Direct booking fee that the first agent charged me. She said I should of never of been charged for this fee.
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Old 09-09-2012, 07:26 PM   #11
kaytieeldr
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Quote:
Originally Posted by HeyIt'sMe
I learned from this experience to a) calculate the expected credit in advance, b) tell the agent upfront NOT to remove the seat assignments and c) tell the agent upfront NOT to charge the $15/person Direct Booking Fee.
Quote:
Originally Posted by JLitfin
I also lose my pre-paid seats, so I also called back a
I don't know how things work with AirTran, but it's anywhere from possible to likely that in order to process the requested credits, your entire reservation gets cancelled and rebooked. So HeyIt'sMe is right - always make sure your seats are reserved.
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Old 09-10-2012, 06:45 AM   #12
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I always double check my booking after calling to get a credit. And they have even suggested that I do and give me a time frame when it will be updated which is usually 10 minutes at the most. Then I go back in and reassign the seats. Never have I been charged a booking fee or etc.
I wonder if Airtran customer service is changing since I hear more and more mistakes happening.
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Old 09-11-2012, 07:50 PM   #13
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Well, this is interesting. After reading this I figured I had better check AirTran prices & see if there was a drop for me - & there was.

Orig paid $387.60 total for 2 adults
Sale price=$219.60 total for 2 adults
Savings= $168.00 total

Called & gave instructions as advised by HeyItsMe (thanks). Got the $168 credited to my A+ account - I thought.

Got email - said "Payment Information: Total $261.60 USD". I couldn't figure out how this computed with anything I just did!

Went to check my itinerary at AirTran online - not available (as JLitfin discovered with his/hers).

Called AirTran again. Was told I was charged the two $15 fees by mistake (even tho I said not to do so & agent said she did not!). She took it off our account - she said the computer automatically adds the $15 until it goes to another department for adjustment (?) - but she manually took it off (subsequent reservation check showed it has been credited). She said since I was trying to view my itinerary & credit, she would manually make the adjustments while I held on the phone - I liked that idea, so I agreed.

After call, went to AirTran online - my ticket price shows $249.60 total for 2 adults, not the sale price of $219.60 total for 2 adults - $30 difference!

However....now get this - my A+ account shows the full $168.00 credit, even though $249.60 subtracted from $387.60 is only a $138.00 credit - $30 difference!

So now.....rather than risk calling again to have the math corrected, I'd rather not take the chance of messing it all up again. I'm just hoping the AirTran computer or an agent will not think I should have only gotten $138 credit & take the $30 difference from my A+ account!

Not fun, but hopefully we will be able to board our plane (the most important issue!) & hopefully we will retain the $168 credit.

Thanks to everyone who provided so much info on this thread. By reading this info I probably avoided being told the fare deduction didn't go thru & they can't retro an expired sale price!
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