July. My wife and I decided to take a vacation in Mexico, and saw the special fare between Ft. Lauderdale and Cancun as an opportunity. Since we live in New York City, I had to purchase two sets of round trip tickets; one from New York to Ft. Lauderdale, and the second from there to Cancun. I purchased these online but within hours realized that the dates I chose did not work for my wife. I had bought non-refundable tickets, and a ticket agent explained that after deducting penalty fees, I could change the tickets to a new flight. She further explained that I could save $10 per ticket by doing this myself online. All that was acceptable. Here is where the story gets more complicated. I cancelled the first round trip ticket, and was issued voucher numbers. However, what I did next lead to my trouble. Rather than cancel the second ticket, I used the Change Reservation feature to change the dates for that flight, and (because the special fare was not available) booked the whole trip from NY to Cancun. Unfortunately, as I found out, too late, the Change Reservation menu online does not provide the customer with the opportunity to apply the voucher for the additional fees. I immediately called an agent and explained what I had just done, and she agreed that I deserved to have been allowed to apply the voucher and immediately submitted a request for a refund of the unused voucher.
Nothing happened.in September I called, and again the agent I was dealing with agreed that in this case the voucher should be refunded since I should have been able to use it in July when I changed the flights. Again, she submitted the request for a refund.
Nothing happened. The third time I began noting more details of the calls. I spoke to an agent on September 25, and she gave me the phone number of the Customer Relations office. That day I spoke to a pleasant officer there. She too agreed that I deserved to have the voucher refunded and reassured me that she would submit the request.
Nothing happened. On November 2, I spoke to an agent. He was very nice and we repeated this whole process. He also submitted the request for a refund.
Nothing happened. On November 30 I called again. This time I spoke to another pleasant agent, and while I waited (a process that took over 45 minutes) he spoke to a supervisor and yet another request for refund was generated. He asked me to call back later that day for confirmation of the resolution.
I did call back, spoke to one agent and asked to be passed up to her supervisor. This supervisor informed me that Accounting has denied the request, and there was nothing she could do. Furthermore, I could not talk to the accounting office, nor could I speak to customer relations (as I had been able to do in September). All I could do was write. It was a thoroughly irritating conversation. I did write, but have not received a response of any kind now two weeks later.
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