Monday, January 24, 2011
American Airlines' Added Fees Crash and Burn the Customer
Well, let's see, where to start.
Hmm, well, if you're leaving one city, and going to another, and if that destination city is several hours away, couldn't one really assume that you'd, um, say, bring clothes and other such personal items? You know, like, luggage.
I made the mistake of thinking I got a 'deal' or a 'good rate' for a flight by AA on Expedia. But once I tacked on the extra $100+ for my luggage, no longer a deal. Baggage fees? WTF. Really, what are you thinking? Of course we have a luggage. And to make matters worse, there's the tweaking of the fees around weight. Plus, on a flight from Toronto to LA, no food. Well, ok, maybe I can see if they want to cut back, fine, we'll bring or buy food. Thanks for the drinks, although $6 for a beer is a bit rich in a captive market.
I think they should rebrand the airline, Chizzler Airlines. And any other airline that can't seem to make $$ by running it's underlying business - air transportation of people, by coming up with added, 'obvious' fees that should be included as part of your ticket.
So, AA, kiss my consumer ass, I'm not flying AA anymore. I'll fly an airline that has figured out how to provide good service, for a good price and not nickel and dime us. Ever hear of Southwest? Try flying on one of their flights and maybe you could school yourselves on customer service.
Morley
Let AA know you think it's time to bag the baggage fees.
File a complaint here:
Or check out more airline chicanery here.
Hmm, well, if you're leaving one city, and going to another, and if that destination city is several hours away, couldn't one really assume that you'd, um, say, bring clothes and other such personal items? You know, like, luggage.
I made the mistake of thinking I got a 'deal' or a 'good rate' for a flight by AA on Expedia. But once I tacked on the extra $100+ for my luggage, no longer a deal. Baggage fees? WTF. Really, what are you thinking? Of course we have a luggage. And to make matters worse, there's the tweaking of the fees around weight. Plus, on a flight from Toronto to LA, no food. Well, ok, maybe I can see if they want to cut back, fine, we'll bring or buy food. Thanks for the drinks, although $6 for a beer is a bit rich in a captive market.
I think they should rebrand the airline, Chizzler Airlines. And any other airline that can't seem to make $$ by running it's underlying business - air transportation of people, by coming up with added, 'obvious' fees that should be included as part of your ticket.
So, AA, kiss my consumer ass, I'm not flying AA anymore. I'll fly an airline that has figured out how to provide good service, for a good price and not nickel and dime us. Ever hear of Southwest? Try flying on one of their flights and maybe you could school yourselves on customer service.
Morley
Let AA know you think it's time to bag the baggage fees.
File a complaint here:
Or check out more airline chicanery here.
Thursday, January 20, 2011
What's with the charging a month in advance and KEEPING it?
This has happened twice during my sojourn in Canada, once with Rogers and once with Fido. After canceling my service after several years, I'm billed in advance for one month. What the F@#$. Really? For what? What did they do to derserve and extra months fees for no service. I'm really at a loss here, all I can think is WTF. Is it legal?
What freakin argument do they have to charge money for no service. What 'costs' can they claim, even if admin, that's part of running their business.
Regardless of it being a Term and Condition, and yes, the fine print we gloss over when signing up. Not having phone service is not really a reality in this era. So, if it mandatory, realistically, and all telco companies do this, the consumer does not really have an option to opt out. Unless, they can cross that term off the contract. Then there is the reality that the call service person or sales person will never process a contract like that since a) they don't know what to do and b) it's not in their interest to. So, we sign it like little lemmings, screwed by the big bad telco wolf. But really, WTF why are we being charge for no service.
Imagine any telco giant's bank charging fees for nothing. Or if you got a bill from Ford for something because the next car you bought was a Chrysler. Not to mention the whole issue of locking phones in Canada. That's a whole other diatribe. After paying $600 to Fido for an iPhone I can't unlock it? I know that's a cabal agreement between telcos and handset guys in North American but come on, I bought the f'n phone I should be able to do with it what I want. Imagine buying a car and only being able to go to one gas station. I can only hope that the rise of Wind Mobile, which seems to have a much more consumer centric philosophy, will help the big guys from screwing us more. Earn your $$, don't steal it.
Regarding the charging in advance. One way to lobby or inquire would be the Consumer's Association of Canada.
CAC National Office:
436 Gilmour Street, 3rd Floor
Ottawa, ON
K2P 0R8
Phone: (613) 238-2533
Fax: (613) 238-2538
Email: info@consumer.ca
Post Office Box:
P.O. Box 9300
Ottawa ON
K1G 3T9
What freakin argument do they have to charge money for no service. What 'costs' can they claim, even if admin, that's part of running their business.
Regardless of it being a Term and Condition, and yes, the fine print we gloss over when signing up. Not having phone service is not really a reality in this era. So, if it mandatory, realistically, and all telco companies do this, the consumer does not really have an option to opt out. Unless, they can cross that term off the contract. Then there is the reality that the call service person or sales person will never process a contract like that since a) they don't know what to do and b) it's not in their interest to. So, we sign it like little lemmings, screwed by the big bad telco wolf. But really, WTF why are we being charge for no service.
Imagine any telco giant's bank charging fees for nothing. Or if you got a bill from Ford for something because the next car you bought was a Chrysler. Not to mention the whole issue of locking phones in Canada. That's a whole other diatribe. After paying $600 to Fido for an iPhone I can't unlock it? I know that's a cabal agreement between telcos and handset guys in North American but come on, I bought the f'n phone I should be able to do with it what I want. Imagine buying a car and only being able to go to one gas station. I can only hope that the rise of Wind Mobile, which seems to have a much more consumer centric philosophy, will help the big guys from screwing us more. Earn your $$, don't steal it.
Regarding the charging in advance. One way to lobby or inquire would be the Consumer's Association of Canada.
CAC National Office:
436 Gilmour Street, 3rd Floor
Ottawa, ON
K2P 0R8
Phone: (613) 238-2533
Fax: (613) 238-2538
Email: info@consumer.ca
Post Office Box:
P.O. Box 9300
Ottawa ON
K1G 3T9
Saturday, April 17, 2010
Air France - Canada - Opportunity to shine...lost!
Ok, so I"m stuck over here in the south of France and will first admit there could be far worse places to be stuck : )
That said - when you're sick, you really just want to get home!
I booked my ticket here on Expedia, but then found myself in the hands of Air France after the volcanic eruption in Iceland disrupted air travel across North America.
Now, let me state, unequivocally, that in situations, particularly travel, when shit is going down, PEOPLE NEED TO BE INFORMED. It's one thing to hear or process, "your flight is cancelled", but a whole other thing to just leave people hanging.
Welcome to Air France.
I have, up until now, liked Air France as an airline. Nice planes, good food, decent service.
And it may be tough to scold the whole airline so I'll restrict my angst to the numnuts in Canada who work for Air France.
Let me repeat, PEOPLE NEED INFORMATION. Even if you don't have information, at least tell people that you don't that you're on it, that there is a plan coming. If you're in another part of the work and your flight and thousands of others are cancelled, people are freaked out. It's costing them money, they're stuck someplace and don't now what to do.
Air France, you could have really shone here. Stood out amongst the pack by provide stellar customer service. And you failed. For 48 hrs you had NO information, you had the wrong day that the flights were cancelled AND NO NUMBER TO CALL. WTF Air France??????
Do I call Air France in Canada or Air France in France?
And how about adding more call center reps? How would any of you like to be on hold for 25 minutes on international roaming? Like I don't have better things to do than spend $100 on a phone call???
Tell us what's going on, not just that everything is cancelled.
Tell us where to call.
In light of this extraordinary event, bring on more staff. It's a chance to show what you're made or, to rise above, to help out thousands of people who have no idea what to do.
Set up a specific number for us to call, OR use your same number but set up a specific " press one if your stuck abroad and trying to rebook" Think. I mean who the hell is running Air France in Canada? Who's the VP of Marketing with his or her head up their ass not thinking.
When I managed to get through to the call center, on Friday April 16, 2010, the call center rep told me I got a flight from Nice to Amsterdam and Amsterdam back home. She said I was lucky to get this - and all things being equal, I would have been. But she booked me straight in to NW Europe exactly where the problem was, with Air France's Skyteam partner KLM. Call me crazy, but if that's where the problem is, why am I being sent there? I'm thinking - hmmm, Skyteam alliance, how about Delta from Nice to JFK, JFK back home. I felt like the dumbass at call center just showed up and took request, they didn't actually think. Another poor reflection on Air France. After having reserved that ticket, which was then cancelled, I"m back in the same situation, and now, Air France's office in Canada is closed!
On the KLM Web site, at least they have the where with all to send you to Delta for their 24 hr call center.
Alas, I remain, in Nice, and yes, it is nice, but I'm sick, and tired, and would just like to get home.
I will go out of my way to avoid Air France when I can, at least Air France Canada, proud recipients of this month's dumbass award!
Yours, respectfully,
M.
That said - when you're sick, you really just want to get home!
I booked my ticket here on Expedia, but then found myself in the hands of Air France after the volcanic eruption in Iceland disrupted air travel across North America.
Now, let me state, unequivocally, that in situations, particularly travel, when shit is going down, PEOPLE NEED TO BE INFORMED. It's one thing to hear or process, "your flight is cancelled", but a whole other thing to just leave people hanging.
Welcome to Air France.
I have, up until now, liked Air France as an airline. Nice planes, good food, decent service.
And it may be tough to scold the whole airline so I'll restrict my angst to the numnuts in Canada who work for Air France.
Let me repeat, PEOPLE NEED INFORMATION. Even if you don't have information, at least tell people that you don't that you're on it, that there is a plan coming. If you're in another part of the work and your flight and thousands of others are cancelled, people are freaked out. It's costing them money, they're stuck someplace and don't now what to do.
Air France, you could have really shone here. Stood out amongst the pack by provide stellar customer service. And you failed. For 48 hrs you had NO information, you had the wrong day that the flights were cancelled AND NO NUMBER TO CALL. WTF Air France??????
Do I call Air France in Canada or Air France in France?
And how about adding more call center reps? How would any of you like to be on hold for 25 minutes on international roaming? Like I don't have better things to do than spend $100 on a phone call???
Tell us what's going on, not just that everything is cancelled.
Tell us where to call.
In light of this extraordinary event, bring on more staff. It's a chance to show what you're made or, to rise above, to help out thousands of people who have no idea what to do.
Set up a specific number for us to call, OR use your same number but set up a specific " press one if your stuck abroad and trying to rebook" Think. I mean who the hell is running Air France in Canada? Who's the VP of Marketing with his or her head up their ass not thinking.
When I managed to get through to the call center, on Friday April 16, 2010, the call center rep told me I got a flight from Nice to Amsterdam and Amsterdam back home. She said I was lucky to get this - and all things being equal, I would have been. But she booked me straight in to NW Europe exactly where the problem was, with Air France's Skyteam partner KLM. Call me crazy, but if that's where the problem is, why am I being sent there? I'm thinking - hmmm, Skyteam alliance, how about Delta from Nice to JFK, JFK back home. I felt like the dumbass at call center just showed up and took request, they didn't actually think. Another poor reflection on Air France. After having reserved that ticket, which was then cancelled, I"m back in the same situation, and now, Air France's office in Canada is closed!
On the KLM Web site, at least they have the where with all to send you to Delta for their 24 hr call center.
Alas, I remain, in Nice, and yes, it is nice, but I'm sick, and tired, and would just like to get home.
I will go out of my way to avoid Air France when I can, at least Air France Canada, proud recipients of this month's dumbass award!
Yours, respectfully,
M.
Friday, March 19, 2010
Subscribe to:
Posts (Atom)