I am not saying that the fee should not have been levied. I am saying it is perfectly legitimate for a customer to contact the service provider and tell them that although they may legally be permitted to charge $100 for this, in his opinion this was unreasonable.
I see you downgraded from accusing him of "basically extorting" the airline to it "bordering" on extortion. Some improvement, but no cigar.
Let me help you out here. The passenger made a mistake and failed to check the rules. The airline applied the rules and charged him a fee. He feels the fee was unreasonable based on his circumstances and writes to the airline to complain. The airline responds by providing him with a voucher. The voucher by it's very nature requires him to purchase a further service from them to have any benefit. The customer is happy, because he feels his complaint has been heard and he has been put right. The airline is happy because they have satisfied the customer and encouraged him to buy further services from them. Meanwhile,
PHX is unhappy. In his opinion this is extortion! At the least he now hopes that his bags end up in Thailand. Could you just tell us who you work for so that we can avoid ever having to deal with your company? Your attitude to customers is unbelievable!
FYI
Quote:
ex⋅tor⋅tion
–noun 1.an act or instance of extorting.2.Law. the crime of obtaining money or some other thing of value by the abuse of one's office or authority.3.oppressive or illegal exaction, as of excessive price or interest: the extortions of usurers. 4.anything extorted.
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