[PHXFlyer]

Originally Posted by Kip123

I am an A+ member of Air Tran which only means I can get a free one way ticket, not benefit of policies or considerations for being a faithful member. Anyway, here is the situation. I bought tickets for my family to go to Florida. My one daughter said she could not leave on the same date due to work change. So, I called Air Tran and was told a new one way cost $213 and the original $75 one way ticket would cost $75 to change plus cost of new ticket... So, I was forced to buy a new one way ticket and lose the original $75 ticket. Recently I was checking flight costs and discovered Air tran had a non stop for $169 (same day as new ticket I bought). So, I called Air tran customer relations and a man informed me Airtran did nothing wrong, it followed policy. He ended by saying prices change and there was nothing he could do for ME.. so I said what about when a flight is overbooked? You make changes then! And I said, there is a cheaper price! He said, I could have given you a credit for the difference but that price is not available now. I said it is still on my computer screen and he said if you refresh you would see it sold out while we were talking... I said this must be a joke! I asked to talk to someone higher up and he said he was it. I continued to plead my case and finally he admitted there was another person but she was not there. I insisted on leaving a message on her voice mail which he allowed. (One out of 10 requests isn't bad is it?) Not sure if I will get anywhere with the new person but I have to try since this seems more hostile then friendly customer service. I don't call my experience with AirTran very good, in fact it was a poor experience. I think the customer Rep had the power and ability to do something, don't you agree?? Would you fly on AirTran only for the price while hating the policies and customer service?

The agent you spoke with could have easily tied up some inventory at the lower price to make it appear as though the fare you were seeing online wasn't available. Big thumbs down to AirTran! Of course some on this board would say that I'm just manufacturing this assumption so I won't go any further but in reality reservations agents have the ability to temporarily remove seats from inventory to inflate prices. If AirTran has a 24 hour cancellation policy (which I'm not sure it does) you could have booked and paid for the new ticket and cancelled it after talking with the representative.

In all cases I am a firm believer in the "if you don't get the response you want, hang up and call again" rule. I was recently trying to reschedule a trip on Continental out of Newark airport. I went online and have access to real-time inventory. I saw there was one seat left at a discounted price and then the rest would be at full coach "Y" fare. My first call the agent tried to up-sell me to that Y fare. I told her that I was aware of the one seat available at the lower price (same fare bucket I was already booked into) but she said "I just don't see it." I thanked her, told her "nevermind" and called back. Low and behold the second agent I spoke with was able to book me into that 1 remaining seat with no additional fare. Amazing!