Extremely upset with Song

[yankeemom]

I am really upset with Song and just had to get this off my chest. My family had a flight booked out of Newark for Thanksgiving on Tues evening, Nov 23 at 7:45. I happened to look at the schedule on the website and noticed that the 7:45 flight was off the schedule, when I checked my itinerary by my confirmation number, it said my flight was changed to 2:05. This was not acceptable because my husband and I have to work that day and I don't want to take my children out of school. I called SONG and the only options they offered me were to take a Delta flight with connections or go to another airport, both terrible options. How do they get away with this, and what is even more upsetting is that I wasn't notified of the change. Thanks so much for letting me vent. This will be the last flight I book with SONG.

 

[safetymom]

Song is not the only airline that does this. They all do. Many people have reported their flights changing many times before they fly.

They do usually give you some choices. It is up to you to decide if they will work.

 

[yankeemom]

Originally posted by safetymom
Song is not the only airline that does this. They all do. Many people have reported their flights changing many times before they fly.

They do usually give you some choices. It is up to you to decide if they will work.

I understand changed the schedule, but not a 5 1/2 hour difference. I have never had a flight that changed by more than an hour

 

[Vavasmon]

I had a similar experience with Song when the cancelled all their flights from Dulles after mid-April.

The key question is: Can you get tickets on another airline at a price you are willing to pay? If you can, the 5 plus hour difference should permit you to get all your money back (even if the tickets were non-refundable). My experience was that I needed to make sure the customer service agent was aware that I knew my rights and asked for a supervisor when she started to give me the "3 connections and hours later" is the same as what you had story. I beleive I found all the rules on the faa.gov web site.

Delta/Song was not very helpful initially. Luckly, I could get flights on United at almost the same times for only $10 more per person. (Flying direct was very important to me since I will have my DD, sister (why hates to fly), and niece).

Other airlines change schedules. Delta is the one airline that, in my experince, never notifies the customer until the last minute (when it is too late to change plans/flights) when a major change has happened. After my last experinece, the third time in 3 years Delta made MAJOR changes with notice, convienced me I will not be using them again.

Good Luck.

 

[shoes99]

I've just booked with Song for our September vacation, and Song has eliminated the late flight. They now only have two direct flights a day from Newark instead of three...for the fall & winter.
Currently:
To MCO
2505 7:40AM
2507 2:15PM
2509 7:45PM
To EWR
2504 8:30AM
2506 10:45AM
2570 5:45PM

In the fall they come down to two flights a day:
To MCO
2505 7:40AM
2507 2:15PM
To MCO
2506 10:45AM
2570 5:45PM

I booked with them for $207.20 RT for our Sept trip.
Don't know whey they eliminated those other flights.

 

[GAIL HAYDEN]

Originally posted by yankeemom
I am really upset with Song and just had to get this off my chest. My family had a flight booked out of Newark for Thanksgiving on Tues evening, Nov 23 at 7:45. I happened to look at the schedule on the website and noticed that the 7:45 flight was off the schedule, when I checked my itinerary by my confirmation number, it said my flight was changed to 2:05. This was not acceptable because my husband and I have to work that day and I don't want to take my children out of school. I called SONG and the only options they offered me were to take a Delta flight with connections or go to another airport, both terrible options. How do they get away with this, and what is even more upsetting is that I wasn't notified of the change. Thanks so much for letting me vent. This will be the last flight I book with SONG.

In reality, you were notified, it is on your confirmation/itinerary.
Almost all airlines do changes. I would call back and see if they can do something more in line with your plans.

 

[CarolA]

If you can get a good airfare on another airline your best bet is to cancel and get a refund.

This is a hazard of booking far in advance. While we complain that SW sets flights late at least they fly what they sell. There is no gurantee with anyone else. (I had USAir pull out of an airport once and thier solution was nothing if not creative. One agent actually told me that I was out of luck! At least I knew enough to demand a refund!)

 

[yankeemom]

Here's an update. I ended up booking an outgoing flight with Continental for about $108 more than my original flight on SONG. I emailed SONG about my displeasure with the whole situation. Someone from SONG customer care called me and since I had a return flight booked with song, they refunded me the difference between the price I orginally paid for the SONG flight and the price of the Continental flight. Thus, they did the right thing and I am very impressed with their customer care department.

 

[bballmom56]

That's really great to hear - that they did take care of you. I was disappointed to hear your story, because for the most part, I've heard great things about Song. We're booked to fly with them in June.

 

[debden]

Thumbs up for Song Airlines! Their Customer Service did the right thing by giving you the difference for having to book on another airline.Anybody's schedule would be upset by that big of a schedule change in their flights! We all have our reasons for booking the times we do with the airlines and should be able to either book another time close to the original time or be able to get a refund to book on another airline.I think Song took it one step further by giving you the difference it costs on your alternate airline. Three Cheers for Song!!!
I'm gald everything worked out so well for you,
Debbie

 

[muntzfab4]

I am glad to hear that Song took care of you. I just booked them for our July trip because I heard good things about them.

I guess schedule changes happen all over. My sister recently found out that her cruise on Celebrity for next week changed ships!

 

[Harambe]

Glad to hear the solution was A-OK for you. Enjoy your trip!

 

[Lewisc]

SONG went way overboard to make you happy. They didn't have to do anthing (most airlines wouldn't). They didn't even give you a voucher for a future flight but an actual credit.

VERY NICE. I understand Jet Blue is also being generous with unrequired compensation.

Originally posted by yankeemom
Here's an update. I ended up booking an outgoing flight with Continental for about $108 more than my original flight on SONG. I emailed SONG about my displeasure with the whole situation. Someone from SONG customer care called me and since I had a return flight booked with song, they refunded me the difference between the price I orginally paid for the SONG flight and the price of the Continental flight. Thus, they did the right thing and I am very impressed with their customer care department.