USAirways rant...kinda long...

[Dopey Sharon]

I have a trip coming up, booked air with USAirways. The fare went down about a month after I booked, so I called and received two $46 vouchers.

Yesterday, I was on their site and saw that the fare has gone down again, so I called to get two more vouchers for the difference. It has gone down considerably this time...we're talking a difference of $86 each!

I first was told that they do not issue vouchers, I need to do that the day I leave from the airport. I told her that I know that's not the case because I already have gotten vouchers, mailed to me, that I just called and they issued them.

She then said that the $59 fare was gone for my flights, that the fare was over $1,000. I said that was funny, since I was looking at it on my computer and it was there.

She then said that there was a "glitch" in the system and the fare's were incorrect and that I couldn't buy it if I tried to.

I then asked to speak with a supervisor, who preceded to give me the exact same excuses the first woman did.

I ended up hanging up and calling back later, when I checked and the $59 fare was still coming up.

I got the same excuses from both the woman who answered and the supervisor.

This morning, I just checked, and the $59 fare is still there! I called customer relations, but since today is a holiday, they are closed, so I email them.

I'm just curious is anyone has had to call for a voucher, and how it went. I never had a problem with them before.

 

[snowbunny]

Personally I think you are lucky they gave you a break on your (presumably nonrefundable) tickets at all. I am amazed that they gave you vouchers for a lower fare. USAir is not a "low-fare" carrier, and nowhere in their policies have I ever seen that they will do this. If you gambled and bought a nonrefundable fare, you really don't have a leg to stand on.

 

[DisneyGirl]

Personally I think you are lucky they gave you a break on your (presumably nonrefundable) tickets at all. I am amazed that they gave you vouchers for a lower fare. USAir is not a "low-fare" carrier, and nowhere in their policies have I ever seen that they will do this. If you gambled and bought a nonrefundable fare, you really don't have a leg to stand on.

That's exactly what I was thinking-- I fly Continental, and if I want to be able to get a lower fare, my only option is to get a refundable fare... and there is not a refundable fare on earth that is anywhere close to $59!

 

[bicker]

I then asked to speak with a supervisor, who preceded to give me the exact same excuses the first woman did. ... I got the same excuses from both the woman who answered and the supervisor.

This indicates to me that the excuses were actually accurate and honest explanations. It is not uncommon that for fares to appear as available on one page, and then when you try to book the fare, the fare is not really available. There are a variety of reasons why reservations systems work like that -- often it has to do with the number of people in your party and the lack of availability at that fare class for that number of people (but that is not the only possible explanation).

 

[CarolA]

The fare you are seeing is probably a webfare and those folks that you call can't always see it and/or book it. Also, if you are not seeing it on the USAir website then there is a VERY real possiblity it doesn't really exist.

 

[Dopey Sharon]

Maybe it was a glitch because I checked a little while ago and that $59 fare is gone for every flight.

Someone posted on here, earlier today, that she was able to get the $59 fare. I guess she got lucky.

I wasn't aware that I wasn't entitled to a voucher if the fare went down. I thought a lot of people posted on these boards that they could get them. Not necessarily from USAirways, but I do know that I've read where people got them.

Oh, well, at least I'll be going to WDW in a couple months!

 

[bicker]

It depends on the fare basis rules. Typically, discounted fares have very stringent change fees, while apply even when the only thing you change is the fare.

 

[safetymom]

The US Airways web site since the merger is known for all the bugs and flaws. Since you got the same answer from several people it seems that was the case.


I suggest visiting www.flyertalk.com and going to the US Airways forum. You will find all sorts of problems with the US Airways website mentioned there.

 

[DebbieB]

USAirways recently came out with a low fare guarantee:

http://www.usairways.com/awa/content/travelplanning/ticketingpolicies/default.aspx

"Guaranteed Air Fare Refund
When a new lower fare becomes available after a ticket has been purchased, customers are entitled to a “Guaranteed Air Fare Rule” refund within the following guidelines:

The lower fare is available for the exact itinerary previously purchased.
No portion of the reservation has been flown.
Guaranteed airfare refunds are not available for online ticket exchanges. Certain promotional fares may be excluded.

A $100 service fee will be charged unless the refund is issued in the form of a travel voucher. Additional rules and restrictions may apply. Call our Reservations Desk to seek a Guaranteed Air Fare Refund."

 

[Dopey Sharon]

DebbieB...thanks for posting that, it may come in handy! I called again, this morning, because the cheaper fare was still available, and got the same runaround, so I just hung up. My flight down has since sold out and the flight back is up to over $200 now.

I emailed customer service, explaining how my conversations went with both supervisors and phone agents. I copied and pasted the purchase page showing the $59 fare and sent that with my email.

I'm not sure, at this point, if I will hear anything from them, but I thought it was worth a shot.

The best part of what you posted was the last paragraph. I was told by all five people I talked to that they do not issue vouchers anymore!

 

[snowbunny]

USAirways recently came out with a low fare guarantee:

http://www.usairways.com/awa/content/travelplanning/ticketingpolicies/default.aspx

"Guaranteed Air Fare Refund
When a new lower fare becomes available after a ticket has been purchased, customers are entitled to a “Guaranteed Air Fare Rule” refund

Thanks for posting this, it was news to me. I think the relevants points as far as the OP's dilemma go, are "Certain promotional fares may be excluded" and "Additional rules and restrictions may apply."

 

[kmc33]

I will be interested to find out if you are able to get additional vouchers. In the past (prior to the merger with AWA) I frequently got vouchers when an airfare went down. Then at the end of last year, I had tickets for January 06 to MCO and I got a big run around trying to get vouchers. At first I had trouble even communicating what it was the I was looking for since the phone reps did not seem to even understand what a voucher was. Finally, after numerous calls, I was able to speak to someone who knew exactly what a voucher was and said that they no longer issue them since the merger.

It is interesting to see the new policy. I hope that it gets to a point again where you can get vouchers easily when a fare goes down.