had to change flight and now paying for it big time

[PlutoPony]

but don't you think there is something wrong with that??? I agree with you and completely understand about the risks-live and learn right? obviously I am not the only one that this happens to that is why I asked the question!!

sorry I should have clarified-I meant the fact that mentioning the surgery would have gotten different answers from those on the DIS, I just think it is sad that some people are so harsh but if you mention a tradegy remarks change--

IF respondents had known up front that the reason for the change was medical in nature (as opposed to say changing your mind about when you wanted to fly) they might have given you advice for that SPECIFIC CIRCUMSTANCE.

That's why you got the response you did - i.e. if we knew it was for surgery it would have changed the answer - not because that info would have generated a more sympathetic response.

Don't think anyone was giving you a "nasty" response at all. Sometimes reality bites

 

[crashbb]

but don't you think there is something wrong with that??? I agree with you and completely understand about the risks-live and learn right? obviously I am not the only one that this happens to that is why I asked the question!!

sorry I should have clarified-I meant the fact that mentioning the surgery would have gotten different answers from those on the DIS, I just think it is sad that some people are so harsh but if you mention a tradegy remarks change--

No, not really. There is a difference between needing/wanting to change a flight because of surgery versus needing/wanting to change a flight because Bobby finally asked Suzie for a date and he'll only take her out on the day currently scheduled to fly to WDW.

For the first, there may be some options (i.e. if trip insurance was purchased). For the second, there are no options (even if trip insurance was purchased).

 

[Lewisc]

You might send a letter (snail mail). Make it short and include documentation. You didn't buy trip insurance. I don't think Continental will do anything for you but it's worth the cost of a first class stamp.

You asked for help. You really should have mentioned the operation in your first post. It doesn't change that much but enough to justify investing the cost of a stamp. The reason airlines allow changes (with a change fee) is so they don't have to evaluate the reasons a passenger wants to make a change. When fares were truly non-changeable (you lost all your money) airlines were forced to evaulate excuses.


Sorry but calling 4 different CSRs is rude. A CSR isn't being nasty when they give you the option of paying the fee or keeping your reservation. There really isn't any reason for them to continue a discussion with you. At some point the CSR should just tell you to call back if you want to make the change.

Given the high cost of change fees at least some posters should consider trip insurance. At least some passengers should consider paying extra and book Southwest. Southwest gives full credit, you just pay the difference in fare.


Maybe Skybus had the right idea; unlisted phone numbers.

 

[bellaphia]

Sorry but calling 4 different CSRs is rude. A CSR isn't being nasty when they give you the option of paying the fee or keeping your reservation. There really isn't any reason for them to continue a discussion with you. At some point the CSR should just tell you to call back if you want to make the change.

Given the high cost of change fees at least some posters should consider trip insurance. At least some passengers should consider paying extra and book Southwest. Southwest gives full credit, you just pay the difference in fare.

we wouldn't have called 4 different CSR if everytime we asked to speak with someone in charge we werehung up on or "disconnected" when put on hold...there was no big discussion, just began to explain our situation and were abruptly cut off with a NO!!-you know in that tone where it's not what you say it's how you say it, sorry you think I am the rude one
...look I get it trip insurance-again now I know better thank you for your response.
FYI-Southwest is not in my area-thank you

 

[Lewisc]

There really wasn't any reason to transfer you to someone in charge. The CSR was able to tell you the policy, and tell you the cost of changing your reservation.

Writing a brief letter, with documentation, is the best (only) way to make your point to a person who at least has the ability to make an exception. Maybe the CSR should have just told you to make your case in writing.

This doesn't aply to the OP but might pertain to people reading this thread...
Posters on DIS like to jump on good airfare. Change fees are high, some airlines have a $150 fee. You also have to pay any increase in airfare. I think at least one airline doesn't offset the change fee against a lower fare. At least some people should wait to book airfare until their plans are firm.

we wouldn't have called 4 different CSR if everytime we asked to speak with someone in charge we werehung up on or "disconnected" when put on hold...there was no big discussion, just began to explain our situation and were abruptly cut off with a NO!!-you know in that tone where it's not what you say it's how you say it, sorry you think I am the rude one
...look I get it trip insurance-again now I know better thank you for your response.
FYI-Southwest is not in my area-thank you

 

[bellaphia]

I completely agree with you-but that was the problem there was no discussion or explaination-no policy was explained-no fees were discussed-I'm telling you it was the strangest behavior I have ever experienced and it happened three times that is why we had to ask to speak with someone in charge or better someone who knew what the heck they were talking about
it's done we immediately changed the flight-because we have to-not want to..we paid the fees and we paid the difference between the flights
thank you all for you inputs

 

[Disneyadore]

I only have one advice for you.
Make sure you get a (good) travel insurance.
Yes I know how in a split second your life can change. When the doctor told my :" you have cancer" me world just was smashed into little pieces.
Than god all our cost were covered by insurance. I even got the telephone fees for canceling everything returned.

 

[Brian Noble]

there was no discussion or explaination-no policy was explained

There is no doubt that it would have been nice if this had happened. But, those CSRs are not paid to explain things, because the explanation was in the terms and conditions that you agreed to when you bought the tickets. The CSRs are paid to sell tickets---as fast and as many as they can. Some companies have very strict metrics that their CSRs must hit in terms of sales, or they are fired.

This isn't very nice for the customer, but the flying public has voted with their wallets---they want the cheapest possible fares, and airlines who charge a little more---even if they provide better service---are severely punished in the marketplace.

 

[goofy4tink]

I don't get why people respond to someone's innocent question with so much attitude...boggles the mind!

There has been no 'attitude' here..no nastiness, no rudeness. There have been answers given that weren't what the OP was hoping for.

WOW-I am the OP and never would have thought a simple question would have gotten such "nasty" or "rude" remarks...maybe I should have went into detail about WHY I had to change my flight but really didn't think it would be necessary-for all of you who "assumed" I was the one being rude or nasty you are very mistaken..We have to change our reservation due to a medically necessary surgery...
as I see now yes we should have probably bought refundable tickets but never thought our lives would be turned upside down in a matter of days...I will never make the mistake again nor will I make the mistake of asking a simple question for any suggestions on a information board again.

Generally speaking, when someone says they have talked to 4 different people, about the exact same issue, it leads others to believe that there may very well have been some rudeness going on. It's an assumption..not always correct, but that's just human nature.

Here's the thing....Last year I really wanted to visit my dad in Florida for Christmas. There would be three of us flying from Mass to Ft. Lauderdale. BUT...my dad isn't in the best health. He's close to 84, has lung issues, heart issues. I am nothing if not realistic. So, knowing full well that life can, and does, change on a dime, I booked SW's business select flights....about $320, pp, each way. Yep, almost $2000 in fares for three people!!! I really couldn't afford it easily, but I also didn't want to be stuck with the lower, non-refundable fares (about $350 r/t pp) if something happened down south and we didn't make the trip. I figured better to spend the money up front and not have to worry about changes. Well...dad stayed reasonable healthy. And I was able to change our flight home to one of the cheap fares...and get a full refund to my credit card for the remaining balance.

I realize that not everyone is able to do that. And I realize that 'life happens'. But, we all need to be knowledgable in what we are buying. I know that right now, I have given thought to shortening my Dec trip to WDW...trying to save a bit. But....when I look at the difference in airfare, and what it will cost me to rebook my flight, plus the change fee...well, it makes no sense to shorten the trip. It's actually cheaper for me to just stay there.

In short....know what you are buying. Be ready to absorb any costs if you are going to have to make changes down the road.
Keep posting good info here....there is a reason there is no pixie dust here. What would happen if someone told the OP to go ahead and talk to the airline, they were sure that the airline would be happy to help them out...why? Because an airline had done a similar nice thing for them. Well.....that nice thing may very well have been an entirely different situation entirely. And the OP may try that but not come back here and let everyone know that it wasn't resolved the way they would have liked. But....someone else, lurking and not posting, may see some of the posts and go ahead and do something based on a post that while trying to be nice, caring and hopeful, was actually totally off base..which leads someone to do something that may make their situation even worse.

So, no. There is no pixie dust here. And quite frankly, I'm tired of defending that. Most people come here and get pretty good, dependable information. Yes, sometimes regulars here get a bit abrupt and straightforward in their answers. And yes..sometimes that rubs people the wrong way. And for that I'm sorry. But I will defend the vast majority as having only other people's best interests at heart....that they want to be helpful and give info that will answer other's issues. Holier than thou?? Not hardly. Most of those posting regularly here have a wealth of travel info. They travel frequently..some every other week, some less often. But, none the less....they are a huge resourse for others. We need to understand where they are coming from. You may not like their answers but those answers are usually right on the money.

To the OP...bellaphia...I really hope all is working out for you now. I hope life is okay, and that any issues you have had to face are being dealt with easily. Here's hoping you get that great vacation you are so looking forward to.

 

[DebbieB]

I only have one advice for you.
Make sure you get a (good) travel insurance.
Yes I know how in a split second your life can change. When the doctor told my :" you have cancer" me world just was smashed into little pieces.
Than god all our cost were covered by insurance. I even got the telephone fees for canceling everything returned.

Be careful though, if there is a pre-existing condition some trip insurance does not cover it. Some will only cover it if you bought the insurance within so many days of the original purchase.

 

[bavaria]

and I agree as well...I just think maybe questions could be answered in a less negative way. I've come to realize that I'm definitely the minority around here!!!

Don't worry; threads like this drove many of the knowledgeable regulars away and have left a bad taste in other mouths. It just isn't worth giving out facts in an unemotional fashion if people don't want to hear the truth of the situation. Being beaten up over and over and over again those reading something which isn't there isn't worth our time, and I really feel for the moderator who has to continually remind people that being honest and/or factual doesn't equate to being nasty.

But the Transportation Board lost a lot of value and resources when it became the 'touchy feely' board. Telling the OP that the airlines are mean and so are other posters doesn't help her situation and creates a false expectation.

Typically there are two types of posters who start threads like these - those who have no experience booking airfare and don't understand 'value' vs 'price' and are mislead by posters here to buy the 'cheapest' fare and don't buy trip insurance; and those who know the rules of what they purchased but think that the rules shouldn't apply to them, and come looking for ways to break the rules.

Many readers have learned from the first type of thread; I know, because they have often PM'd or emailed me to thank me for the information that we do post here. Safetymom and I have both said hundreds of times that we ourselves didn't know everything about air travel when we started out years ago, but were humble enough to listen and to learn from others. Sometimes that is an expensive lesson.

The second type of thread tends to go a few ways; typically either 'I will NEVER fly XYZ airline AGAIN!!!' which usually lasts as long as the fares are again cheapest, or the poster badgers the airline over and over until they break their own rules, and the poster returns triumphant that they were in fact 'right' and everyone else was 'wrong'.

The American carriers are bleeding revenue (in case anyone missed the recent thread about that) They rely on fees to make up for the short-fall in fares. Leisure customers who have no loyalty to anything but price are of little value to an airline; those of us paying last minute or refundable or changeable fares are of the greatest value. If they are going to waive a fee or change a rule, it tends to be for travellers like us.

OP can certainly continue to try to request a waiver, but hopefully without an attitude or an expectation that employees who are simply enforcing their own rules are not 'nasty'. They are doing their job, and they are upholding the contract which the OP purchased.

Best of luck.

 

[goofy4tink]

Okay....I will use bavaria's post as my case in point...
bavaria's post is well thought out, it deals with the salient points. It is straightforward and to the point. It gives out info in an informative way. I'm sure there will be some that see it as abrupt, nasty towards them (people are always seeing themselves in others' posts), or rude and attitudinal. I don't consider it to be any of those things.
And that is my point. I really, really hope you can all see where I'm coming from. Not touchy-feely, but good, tried and true information.

 

[bumbershoot]

we wouldn't have called 4 different CSR if everytime we asked to speak with someone in charge we werehung up on or "disconnected" when put on hold...there was no big discussion, just began to explain our situation and were abruptly cut off with a NO!!

I completely agree with you-but that was the problem there was no discussion or explaination-no policy was explained-no fees were discussed-I'm telling you it was the strangest behavior I have ever experienced and it happened three times that is why we had to ask to speak with someone in charge or better someone who knew what the heck they were talking about

Those things along with the surgery are crucial to tell in the FIRST post! I have this discussion with my husband, to whom communication is not his first "language"...you have to tell me everything to get a proper response. I can't read your mind, I can't hear the things in your head. If my husband comes home and has some big overreaction to something I said in a neutral tone...and it's because the bus driver yelled at him for an apparent offense (the Seattle transit people are a bit stressy), his boss was grumpy, and his coffee was cold when it was supposed to be hot...well how am I supposed to know to take *special* care of his feelings?

The answers don't change, but people can take *special* care, and perhaps put in different words, from their normally "just the facts" tone here. And that's the tone here...just the facts. Other boards get holier than thou...this place is just factual and basic.

It just isn't worth giving out facts in an unemotional fashion if people don't want to hear the truth of the situation. Being beaten up over and over and over again those reading something which isn't there isn't worth our time, and I really feel for the moderator who has to continually remind people that being honest and/or factual doesn't equate to being nasty.

Exactly.



OP, I'm sorry that someone in the family has had to have surgery. I'm sorry that the fees and difference in fare are so high.

 

[Disneyadore]

Be careful though, if there is a pre-existing condition some trip insurance does not cover it. Some will only cover it if you bought the insurance within so many days of the original purchase.

We have an all year travel insurance for more than ten years and its a perfect solution for big vacations and little travels.
Never have to worry about anything just pay the bill once a year.

 

[2infinityandbeyond]

There's a way to get a point across to the OP without taking a confrontational tone. Suggesting that the OP was rude or nasty, unless the person making such suggestions has first hand knowledge of the conversations between the OP and the airline, is rude and nasty.

I agree with Bavaria 100%. Not everyone wants to hear the truth when it's not sugar coated. But there's a big difference beween being blunt and "in your face." I think a few of the "regulars" here get off on being "in your face."

 

[maxiesmom]

Not everyone wants to hear the truth when it's not sugar coated. But there's a big difference beween being blunt and "in your face." I think a few of the "regulars" here get off on being "in your face."

Not so! They just want people to know the facts. Telling someone you are sorry for their situation is well and good, but it does not change anything. And it doesn't make people aware of what they could do in the future to avoid having the same problems.

As Bavaria pointed out, most of the regulars that could offer great advice have left, because of all of the commotion by those who can't handle getting facts instead of being patted on the head and told 'There there dear. Those airline people are mean!" There is a place for that kind of exchange, but the transporation board is not the place for it. Not when ignoring the facts can cause so many problems.

 

[Lewisc]

There's a way to get a point across to the OP without taking a confrontational tone. Suggesting that the OP was rude or nasty, unless the person making such suggestions has first hand knowledge of the conversations between the OP and the airline, is rude and nasty.

I agree with Bavaria 100%. Not everyone wants to hear the truth when it's not sugar coated. But there's a big difference beween being blunt and "in your face." I think a few of the "regulars" here get off on being "in your face."

We never hear the side of the CSR. The OP spoke to 3 CSRs and 1 supervisor. She didn't like the answer she was given and told us they were "nasty". There is no reason for the CSR to do anything other then tell her the cost to change her reservation and ask her how she wants to pay. It's possible all 4 employees were "nasty". It's certainly possible the OP confused refusing to break the rules with being nasty.


I still think there is a (small) chance a letter, with documentation, might help. Maybe just a voucher for a future trip.

 

[2infinityandbeyond]

Not so! They just want people to know the facts.

Then state the facts, and leave the rest of the crap out. It is very easy to communicate the facts without snarkiness, innuendo, name calling and making the OP feel like an idiot for posting.

"I'm sorry for your situation, but non-refundable tickets are non-refundable. Calling the airline probably won't make a difference. Good luck with your situation."

That's not too hard, is it?

 

[2infinityandbeyond]

We never hear the side of the CSR.

You didn't "hear" the conversations at all, yet you made assumptions and called the OP names. That's really uncalled for, and you owe the OP an apology for the name calling.

 

[goofy4tink]

KNOCK IT OFF NOW!!!!! Either get back on track or it's done. Any more name calling and I'll be forced to be mean...and I don't particularly care who it is.