Dear AirTran,
Here is the flight I tried booking on AirTran’s website this morning. As you can see on the first page it said it was having difficulties with the payment processing system and to call 1-800-AIRTRAN. I called and was on hold for about 20 minutes before someone answered the phone at which time they wanted to not only charge me the higher fares (for what their computer said because they couldn’t access the web specials) but also charge me an agent fee for booking over the phone.
I have been at this for over three hours this morning trying to book this flight via your website and over the phone. I was then given the customer relations number 866-247-2428 option 3, to call for help. That person promptly knew what the problem was with the website (apparently the A+ rewards number needed a nationality (even though it doesn’t ask you for that information). However, the first person I spoke with at the phone number given on the page had no idea that this was the problem. Your company should be able to promptly disseminate information to those who speak to customers having this problem.
Once the problem was resolved by the second person, the flight I was trying to book was no longer available at the price I was quoted. This is a prime example of bait and switch. I go to the internet site, try to book a flight, your site doesn’t work, I have to call, told to pay agent fee to book and that the flight is more expensive.
Please see the attached documents (2 pages) for the flight details and price amounts for what I was purchasing. I am not a crazy customer – just trying to keep the system fair and honest.
In addition, due to the fact that this has been a 3+ hr ordeal to book a flight I would appreciate a discount in addition to getting both flights at the quoted cost on the attachments. No one should have to go through this in order to book an airline ticket in this day and age.
