Rude AirTran Call Saga Part 2

[Twende]

Today there is a call on our answering maching from AirTran. It was not Cheryl but another woman!

I did get an apology and the normal I hope you enjoy your flights kind of thing. She told me to call back if I wanted to.

My question to you all is would you call them back and if so what would you say?

I am really up in the air about what to do. On one hand I feel like just forgetting it all, forgiving the rude Cheryl and moving on with life.

The other hand is saying call back! I feel like that Goofy cartoon with the angel on one shoulder and the devil in red on the other one!

I am considering asking them to see if they can get one of our flights fixed. We have a layover in Atlanta and we are flying standby for two earlier flights out of Atlanta into MCO. We are confirmed on the third flight. There are seats on the other two flights but not "A+ Reward Voucher" seats.

Do you think it is out of place to ask for this?

What would you do?

 

[CarolA]

I would call back. I would explain that the way they treated you as a customer was not acceptable.

I would probably also write a FORMAL letter. Hopefully a letter would get into Cherly's personnel file and hurt her in the future. This woman does not belong in customer service.

 

[VacationDad]

I read your original post on this matter, but I guess I am confused. Was Cheryl accusing you of using credits that Airtran had mistakenly given you?

I guess I don't understand enough of how this promotion works to understand exactly what went wrong.

 

[Esmerelda]

I would definitely call back and explain exactly how you were treated (in a very nice, professional tone) and tell this person that the behavior from "Cheryl" was not acceptable. There is no excuse for poor customer service such as this employee provided.

If you have any quirks about your upcoming trips, I would definitely try to get those straightened out in this phone conversation also.

I would MOST definitely put all of this in writing and send it to the Airtran headquarters with a return receipt to yourself with a signature. If you don't put a stop to "Cheryl's" behavior, she will keep doing it over and over to more customers and that is not acceptable to me. Also, I would note the date and time of the phone call with this person in my letter and ask that the conversation be listened to by a supervisor so that they may also make note of her behavior. You know, we all have bad days but this would be so unacceptable to me if I were Cheryl's boss. She needs to work on those PR skills apparently.

Best of luck to you and let us know the outcome,
Esmerelda

 

[Twende]

Vacation Dad,

This Cheryl from AirTran accused me of a number of things, none of which were true and all of which were confusing. One the things she was really unhappy about was that we have NEVER flown AirTran. What this had to do with anything was beyond me and on top of that it was not true. We had flown AirTran before.

She also said I had stolen two tickets from AirTran and again this makes no sense at all!

What I think happened is that some how 8 credits (enough for one 1 way ticket) were placed in my account instead of my adult daughter's account. These extra credits put my account over the limit of the promotion. The missing 8 credits never appeared in my daughter's account.

We were using the credits to obtain tickets for a family trip so as long as were got the flights that we had earned, it did not matter to us what account the credits taken from. We just booked the proper number of flights we had earned and we forgot about the extra/missing 8 credits.

This mistake happened to us because of the Wendy's promotion (every 32 drink cup coupons = 8 credits = 1 one way ticket) but it could have happened to anyone with a frequent flyer # as there are many ways to earn credits such as using certain credit cards, renting a car, or purchasing a certain number of plane tickets.

I hope that explains it a bit to you.

 

[Goofy Minnesotan]

Twende,
If I were you I would write a letter and tell them everything that happened to you and tell them what you want (what it would take to make you happy) then move on with your life. In my experience you have to ask for exactly what you want. You were accused of theivery and you have been a customer of them in the past and I bet you will think about being a customer in the future. All you can do is ask, and you have nothing to lose. I am flying Airtran for the first time in June and I am a little nervous. Good Luck!