I'm so pissed at travelocity right now!

[Shibby]

I know I ended up talking to the supervisor without even asking. Between that time and finally giving the CC number the cost dropped about $200. Not sure if they were just wrong when they were estimating the cost but...

[Bouncer]

travelocity is usually pretty good. we have used them a few times for trips to miami. one time we got to our hotel and the hotel said that travelocity never sent them any info on us. i called travelocity and they had it taken care of in 10 minutes.

[Puddles]

I know I ended up talking to the supervisor without even asking. Between that time and finally giving the CC number the cost dropped about $200. Not sure if they were just wrong when they were estimating the cost but...

Good that they gave you a decent amount back.

Normally if a flight is overbooked they will offer you round trip tickets for another time and just get you on the next flight. Maybe you could try asking for something like that since trying to rectify this whole screw-up has taken so much of your time and your son did not have his own seat.

[Gainward]

travelocity is usually pretty good. we have used them a few times for trips to miami. one time we got to our hotel and the hotel said that travelocity never sent them any info on us. i called travelocity and they had it taken care of in 10 minutes.

A bit off topic, but i would never recommend useing a travel agent for makeing your hotel reservations. I get it all the time where we dont have any non-smoking rooms for that day so the agent just books them a smoking room and tells them they have a non-smoking then they get there and it looks like we fucked up. Also we bill no shows for rooms all the time when they called and cancled their reservations with the agent, but they never let us know.

Its just better to call the hotel your self, and take care of it with them.

[Bouncer]

A bit off topic, but i would never recommend useing a travel agent for makeing your hotel reservations. I get it all the time where we dont have any non-smoking rooms for that day so the agent just books them a smoking room and tells them they have a non-smoking then they get there and it looks like we fucked up. Also we bill no shows for rooms all the time when they called and cancled their reservations with the agent, but they never let us know.

Its just better to call the hotel your self, and take care of it with them.

its not better when they take care of flights, car rental, and hotel. its alot easier and it comes out cheaper 90% of the time.

[Gainward]

its not better when they take care of flights, car rental, and hotel. its alot easier and it comes out cheaper 90% of the time.

I'll admit to it being easier, and i know nothing about flights, and car rental, but i know you are not going to get a room any cheeper going to an agent than you will calling us. In fact you are going to pay more. Like you said though its easier, and ends up cheeper in the end, but if you cant walk up stairs, must have a non-smoking room, or think you have to have rooms that connect you should call the hotel. Agents tell people they have those kinds of things all the time when they dont, and if you cancel with your agent dont be suprised when the bill shows up on your credit card cause we have atleast 2-3 of those a month where people call their agent and cancel, but no one ever tells us.

[Shibby]

Here's what I got back from NW airlines

"RE: Case Number

In your email, you shared your disappointment with our policies
regarding infant travel. Thank you for contacting us regarding this
matter. On behalf of Northwest Airlines and our affiliate carriers, we
regret that you feel the fees collected from your wife at the Fort Smith
aiport were in error.

We understand your frustration and appreciate the opportunity to review
our policy regarding infant travel. Let me begin by saying it was truly
disappointing to learn of any inconvenience you were caused. Please
allow me to provide some background information regarding our policies.

For international travel, Northwest/KLM will accept one ticketed infant
who has not reached their 2nd birthday for each accompanying adult
fare-paying passenger at least 12 years of age in any class of service.
Moreover, an infant must have a previously issued ticket for the entire
journey before arriving at the airport. Regardless, infants are charged
applicable fees when traveling internationally. The infant fare will be
an amount specified in the fare rule or 10% of the lowest applicable
published fare for the international journey. Therefore, while you did
not previously purchase this ticket for your infant, you were required
to purchase a ticket that day at 10% of the cost of the published fare
on December 16.

We understand that traveling with an infant can be challenging and you
may have additional questions. Feel free to contact us any time at
1-800-225-2525.

Thank you for writing, Mr...... We appreciate the opportunity to
respond and hope to welcome you and your family onboard a future flight.
Best wishes for a joyous holiday season.

Sincerely,

Katrina Kittson
Customer Care
Northwest/KLM Airlines"


That number given to me is for flight status.

[Bouncer]

I'll admit to it being easier, and i know nothing about flights, and car rental, but i know you are not going to get a room any cheeper going to an agent than you will calling us. In fact you are going to pay more. Like you said though its easier, and ends up cheeper in the end, but if you cant walk up stairs, must have a non-smoking room, or think you have to have rooms that connect you should call the hotel. Agents tell people they have those kinds of things all the time when they dont, and if you cancel with your agent dont be suprised when the bill shows up on your credit card cause we have atleast 2-3 of those a month where people call their agent and cancel, but no one ever tells us.

i understand all that if we are just talking about a hotel. but im talking about the whole package.

[Shibby]

I think gainward's conclusion is that in the future always double check your hotel reservations/cancelations yourself.

[Gainward]

I think gainward's conclusion is that in the future always double check your hotel reservations/cancelations yourself.

aye very good advice

[Shibby]

So here's what developed with NW airlines. I will start with my response to the obove email

Shibby:
This response is unacceptable. I will not allow you to brush me off that easily. I am responding through email since the phone number you gave me was for flight status. I'm sure that was an "accident". Why did the agent at the FSM airport, check both my wife and my son all the way through to Poland if my son needed a ticket for himself? You put me in an unfair position to have to pay more money with my wife and son in a foreign airport. If I did not purchase the ticket then my wife and son would have had to pay for a cab, pay for a hotel, get on a flight coming back home, and hope we would get our bags sometime soon. The bags that included everything to take care of my son for more than a couple days.


NWA:

In your most recent email, you described your continuing concern with
our policies regarding infant travel. Since you made the effort to
write again, you clearly feel strongly about this matter. Let me
underscore that we take our customers' comments very seriously.

Your additional comments are well taken, Mr. Shibby, and I am sorry if
you feel we have been insensitive. I have reviewed my previous response
and apologize for any confusion I may have relayed. Please allow me the
opportunity to restate our policy regarding this matter.

Infant travel for domestic and international flights vary in policy and
I apologize for any mix ups. Domestic travel for infants does not
require a boarding pass. Therefore, while at the Fort Myers airport you
were not questioned because they only recognized that your wife and baby
were on a domestic flight to Memphis. I regret they did not check their
subsequent boarding passes to verify their final destination. This
should have been done upon arrival.

When arriving in Memphis, because this was an international flight, our
policy regarding infant travel applied. Naturally, they made you
purchase the ticket for the infant and this charge was not in error. By
law, there are applicable taxes and fees associated with every
individual flying internationally; including infants. Therefore, we
require that a ticket is purchased for infants flying internationally,
regardless if a seat does not need to be purchased. This ticket cost
for infants is 10% of the applicable fare.

While I realize your ticket was purchased on Travelocity, you were
probably unaware of this while the site does not inform those purchasing
tickets of these policies. However, Northwest expects its travelers to
be responsible for being aware of such matters prior to travel. If the
ticket was purchased with our Reservations department, we would have
required a ticket be purchased for the infant prior to travel. The
previous number you were given was for our Reservations department.
They are able to provide more information regarding infant travel,
internationally and domestically.

The contract between a passenger and an airline involves tariffs, fare
rules, a Contract of Carriage, and related regulations. Since these
provisions are too lengthy to print on a ticket or on our electronic
Ticket Summary and Receipt (TSR), you can view our complete Contract of
Carriage on our website at www.nwa.com. The Contract also includes many
provisions of travel passengers may or may not be aware of when they
purchase an airline ticket, but which are expressly incorporated into
each ticket.

Again, I apologize for any confusion, Mr. Shibby. Your support is
very important to Northwest Airlines and I appreciated the opportunity
to review your additional comments.

Sincerely,

Katrina Kittson
Customer Care
Northwest/KLM Airlines


Shibby:

I do not support Northwest Airlines. All you do is hide behind your text book responses instead of taking the extra step to satisfy the customer. You wouldn't even make an attempt for partial reimbursement for the little guy. Hell you can even take the proper amount of time to do your job correctly and realize that the airport code ... is for the (City, state) airport and not (City, state she said). I'm sure you have list there in front of you and if not it only take about a 3 second google search. I am not surprised your company is going under. I have learned from this experience that your company is not the one to do business with.


NWA:

Thank you for your comments. I regret that my last response was not
acceptable to you. Furthermore, allow me to apologize for my error in
mentioning the .... airport and not the ... airport.

I am sorry that you feel we are being unfair. We apply our policies
equally to all of our customers so that everyone is treated in a fair
and unbiased manner. Be assured that the issues in your first email
were taken very seriously and handled accordingly.

I hope this incident will not mar our relationship with you in anyway.
On behalf of Northwest airlines, we hope to wish you a wonderful
christmas holiday for this upcoming weekend.

Sincerely,

Katrina Kittson
Customer Care
Northwest/KLM Airlines



Shibby:

I'm not christian you moron.

[Shibby]

Now my last response is just because it's obvious nothing is going to happen. I don't really mind that she told me merry christmas. It dosn't bother me at all. But I just wanted to make her feel like an idiot one last time. :)

[Primal Instinct]

Wow, what a nightmare. I'm sorry for all of your trouble, Shibby.

[Shibby]

haha, I got this today from the supervisor:



RE: Case Number

We are in receipt of your most recent correspondence advising your
dissatisfaction with our last response. I appreciate this opportunity
to personally respond.

I would first like to apologize for the statement regarding Christmas in
our previous response. We truly did not mean to insult you in anyway
and it was not written with any ill intent. We recognize the importance
of respecting everyone's views and I am sorry this comment was made. I
would also like to apologize for the mistake the previous agent made in
addressing your wife and son's departure city. There is no excuse for
this type of error. You can be assured that these issues has been
internally reviewed. We emphasize the importance of quality customer
service and I regret that your experience has been to the contrary thus
far.

I am sorry to learn that you were not made aware of our infant fare
policies for international travel before travel. The issuing agency is
responsible to supplying all pertinent information regarding your travel
or advise you in how to access this information. Please know that this
information is posted on our website and can be accessed through our
reservations department at 1-800-447-4747. I am sorry for your
disappointment but I must deny your request for reimbursement of the
infant fare you were charged as it is a correct charge.

Thank you for sharing your additional concerns and allowing me to
explain our position, Mr. Shibby. Please be assured we are making
every effort to provide the excellent service all of our customers
expect and deserve. We would welcome the opportunity to regain your
approval by serving your and your family's future travel needs.

Sincerely,

Beatrice Poole
Customer Care Supervisor
Northwest/KLM Airlines