Subject: Horrible Policies And Horrible Customer Service
My Name: MidniteDelite
My City: OAK CREEK
My State/Territory: WISCONSIN
My Complaint Against: Midwest Airlines
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I purchased tickets for my family in March. The flight was scheduled for July 26th-August 9th. To my misfortune, my 3 year old daughter broke her leg on June 21st. Due to the extent of the injury, we decided to cancel the trip. I called Midwest Airlines on June 24th, to inform them of our cancellation. The person I talked to was very sincere, and very understanding, however, he said that the tickets were non-refundable, but if I got a letter from a doctor, they MIGHT credit (not refund, but credit) the $100 change fee per ticket… And there was just a slight chance that they might give me a full credit. I thought to myself, who knows when I will travel again?
My kid has a broken leg – her father and I had to change around our work schedules to give her the extra care she needed, and I'm down to part time. Anyway…. I figured, I won't get any farther, unless I get a letter from the Doctor.
Few days later, I have the letter from the doctor, I fax it over, and I call the Reservation Center. It's barely 7:45am, and I spent more than 15 minutes on the phone…. A few more minutes go by, and I finally get someone on the phone. I explain the situation, AGAIN, and she says that I would need to talk to Consumer Relations. "Fine… can you transfer me there?" "No, that department doesn't open until 8:00am, its 7:59. Ma'am, you will have to call back, because I cannot keep you on hold for another 30 seconds. I have to answer other calls." WTF was that about?
Ugh…. I get back to work, call about 20 minutes later…. Spent another 20 minutes on hold waiting for someone from Reservations to give me an excuse that I don't need to talk to Consumer Relations. Excuse me! I have called 3 times, and have gotten nowhere, pass me to Consumer Relations before I go to the office and raise hell. Finally… more waiting on the phone. I talk to this one chick – very understanding. She let me talk for the most part. I had to explain the situation…. AGAIN!
Ugh, she tried to give me the same crap… Tickets are non refundable unless there has been a death in the family, that is what you agreed to, blah blah blah. No freaking kidding. I think I know that, right? Common sense, I understand. I'm not stupid. I clearly explained to her that I didn't want a $300 "credit", the tickets cost almost $1000. You think I'm going to let $700 go down the drain, and keep a "credit" of $300. What am I supposed to do with that? Buy myself a happy meal? Get out of here – that is ridiculous.
I'm down to part time, hospital bills are coming in, Physical Therapy is likely for my daughter, more deductibles. I could use that $1000. And not in a credit, I paid them in full, and I called them with more than enough time for someone else to purchase them. And check this – if someone were to buy those same tickets, they would cost $800+ for each. I paid $1000 for all 3. So, they are making almost $2500 for the seats, plus trying to keep my $700, and give me a $300 credit, that I would have to use with them within a year – and then they told me that they would have to be repurchased by April 9th, 2009.
Someone obviously doesn't know their math. Anyhow, I am still in the process of trying to speak w/ a member of management. You better believe me, I will be at their office if I don't receive a call by 1:00pm tomorrow. I will raise hell, and shove my foot in someone's ass. Lesson of this story – you won't get a full refund, unless someone dies. This isn't customer service, they are just in it for the money. Midwest Airlines customer service reps suck!