US Airways Web site Usability almost cost me my Engagement
I arrived at the Airport on the morning of the 14th of January with my girlfriend. We were flying to Turks and Caicos on frequent flyer miles for a short five day vacation. My girlfriend handed over her reservation and passport and received back her boarding pass. I repeated the exercise and was told I had no reservation.
After doing some searching, the agent told me that I was a no show for a flight on Jan. 9th at 8:40 am, and arriving in Turks and Caicos at 2:24 pm. I was scheduled to return that same day at 3:30 pm.
We had booked on line. We used two computers side by side and selected out seats together. They told me I would have to call reservations and ask them to help because we used their web site.
My girlfriend told me that while she was looking for the trip the site would often change dates on her. She spent a lot of time look for anything to use the miles on, because miles are pretty much a thing of the past and everything is blacked out. She said it happened several times. We think I either hit the 9th instead of the 19th and it just changed my leaving date to the first available flight before the 9th, or the site just is completely flaky. When we were picking our seats the same seats were taken on each of our screens, so at some point I had the right dates. Nevertheless I was in trouble.
The first lady I talked to told me there were absolutely no seats on any flights to Turks and Caicos that day. That totally sucked, especially because I planned to propose during the trip. We stood around with blank minds for a while. She already had her boarding pass. I decided to try to call again. This time I told the whole story which included the plan to propose.
I was put on hold. The lady came back on and asked for all my girl friends information. After sweating bullets for 5 more minutes she came back and told me that there were two seats available and they did not qualify for frequent flyer miles, but because they verified that I was going with her they decided to open one of the seats up for me to use. I only had to pay $150 to transfer my unused ticket.
So in the end… Turks and Caicos rocked, the second customer service lady rocked, and the first customer service lady and the web site sucked. Oh yeah... and my girlfriend got a rock.
After doing some searching, the agent told me that I was a no show for a flight on Jan. 9th at 8:40 am, and arriving in Turks and Caicos at 2:24 pm. I was scheduled to return that same day at 3:30 pm.
We had booked on line. We used two computers side by side and selected out seats together. They told me I would have to call reservations and ask them to help because we used their web site.
My girlfriend told me that while she was looking for the trip the site would often change dates on her. She spent a lot of time look for anything to use the miles on, because miles are pretty much a thing of the past and everything is blacked out. She said it happened several times. We think I either hit the 9th instead of the 19th and it just changed my leaving date to the first available flight before the 9th, or the site just is completely flaky. When we were picking our seats the same seats were taken on each of our screens, so at some point I had the right dates. Nevertheless I was in trouble.
The first lady I talked to told me there were absolutely no seats on any flights to Turks and Caicos that day. That totally sucked, especially because I planned to propose during the trip. We stood around with blank minds for a while. She already had her boarding pass. I decided to try to call again. This time I told the whole story which included the plan to propose.
I was put on hold. The lady came back on and asked for all my girl friends information. After sweating bullets for 5 more minutes she came back and told me that there were two seats available and they did not qualify for frequent flyer miles, but because they verified that I was going with her they decided to open one of the seats up for me to use. I only had to pay $150 to transfer my unused ticket.
So in the end… Turks and Caicos rocked, the second customer service lady rocked, and the first customer service lady and the web site sucked. Oh yeah... and my girlfriend got a rock.
posted by tadanderson at 11:25 AM
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