Airtran - Customer Service?

[disneyagain]

has anyone ever had any luck with getting a response from Airtran customer service.

I emailed a week ago, regarding the added fuel cost (after I confirmed the price and put my traveler and CC info in, it added $10/person to the RT flight for "fuel cost". TOTAL $40.00

I also was curious why the seat cost was $7.50/person when I purchased the seats, but when I go into "change seats" to see how full the flight is, it now says $5.00/seat. TOTAL $20.00

I'd like to be refunded or a credit to my Airtran account the $60. Maybe I missed something, but a response from them would be nice. I got the generic, we received your email, you'll hear from a customer service agent soon. I then got another email saying, thanks, it will be passed on to the appropriate person, thanks for your concern. I responded back to that one, but I'm actually thinking about calling.

Anyone with experience with email/calling customer service?

THANKS!

 

[encinc]

I called them this morning to request a credit because of a drop in fares. Got an answer right away.

 

[halld6479]

I contacted them because I prepaid my seats and paid when I made reservation then is showed the $7.50 rate and I emailed them and stated it was not fair to raise after I prepaid I got an email back and said they would take care of it I would not be charged extra since it was prepaid, I checked a few days later and it was back to the $5.00 rate. I used the contact us on their web page.

 

[cbrfan]

I'm guessing they had some sort of computer glitches. If I remember correctly, all these weird charges and figures came out about the time they were starting online rewards booking. I just booked a flight yesterday and there was no fuel surcharge. It also stated it was $7.50 to get an advance seating assignment. As to customer service, I've been on the phone with them a couple of times today and succeeded in getting a credit for a lower fare and getting a courtesy extension of time on a couple of expiring credits. So it's been my experience that they have wonderful customer service. Just a hint - I have alot better luck dealing with the CSRs in the A+ Rewards department. The ones you get at the regular 800 number don't seem to have the authority (or perhaps the training) the A+ agents do. And, as in other businesses, I find I get problems resolved faster through a phone call than through e-mail.

 

[keishashadow]

AT reminds me of WDW

if you don't like the answer you get the 1st (or even 2nd time); keep calling & you may get lucky.

 

[disneyagain]

I called....

The CS rep was very nice, she said that the seat cost was $7.50 when I booked, but they went back to $5.00, so she would be able to refund for that, but she needed to check with a supvr. regarding the fuel charge.

They started charging $5/flight/person on 11/10 and I booked on 11/10 (great timing, right). I told her that the charge didn't show up with the taxes/fees, that it was added after we entered the passenger and credit card info.

So, long story short, they refunded my credit card the $20 for the difference in the seat charge and an additional $40, not for the fuel charge, but for the inconvenience of having to call.

I did get my $60 credit, very good customer service...hopefully they'll change or they've changed the website, so that all charges are upfront, not after the CC info has been added.

Looking forward to our flight in February!