I recently booked flights for the end of April (it is now the end of February) through American Exress Travel on US Air ways.
I made a mistake on my return flight reservation and did not notice until 36 hours after booking. It was an obvious mistake (one month off). I wasn't trying to change flights because of a change in plans, or rebook a flight because I found a better price, etc. It was a human error.
In order to fix the mistake the airline charged me a $150 change fee per ticket ($300 total) and American Express wanted to charge me a $30 ($60 total) re-booking fee. American Airlines was willing to drop a $25 rebooking fee (Amex was not willing to drop their $30 re-booking fee). And I ended up booking my flight directly with the airline rather than with American Express (reducing my out-of-pocket to $300 additional fees rather than $360.)
I admit, it was my mistake. If I had noticed just 12 hours earlier, the airline and Amex would have made the change without any fees because they offer a 24 hour grace period. Neither was willing to extend that grace period, and chose instead to profit on my mistake.
The US Air rep said if I had originally made the reservation on their website they would have made the change without any fees, but because I used a travel agent website she was required to charge me $150 per ticket. But I noticed 12 hours too late, and a flight that should have cost $640 cost me 50% more, $940.
I will not fly US Air again if I have other options. To reap an additional $300 from me is truly taking advantage of a customers mistake. I do not think that is the intent of the policy, but because the agent had no authority to make exceptions, that was the result. And I did not have any choice but to pay it (unless I wanted to stay at my destination a month longer than my 3 day planned stayed).
I truly feel like I have been taken advantage of.
0 comments