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Since I am on my airline diatribe, let’s talk about airline customer service. I know, what more is there to talk about, it’s non-existent? No, it is not only existent you can actually pay MORE for the experience described in part 1 of this series. What do I mean? Well recently I booked a round trip ticket to attend my sister’s wedding. A week before my flight I had a job emergency (I travel a lot for my job so I am graced with many opportunities to pay for and experience airline customer service). Needless to say, I had to take a different carrier into the destination for my sister’s wedding but would be flying out on my originally booked flight after the wedding.

I contacted my initial carrier and clearly communicated my need to cancel just the first leg of my flight but I would be keeping the second leg active. The attendant quickly and graciously obliged my request. Too good to be true? Absolutely!! When the time comes to check in online for my last leg of travel, you guessed it … NOT FOUND.

I frantically try entering confirmation numbers, last name, “VIP” miles number, my freaking first pet’s maiden name … Nothing! So I call the “VIP” number, get harassed by an automated voice response system which refuses to allow me to connect with a live customer service agent. Finally, after 5 minutes of computer interrogation Jody answers.

“Jody,” I say in my most pleasant voice, “I spoke with Stacy last week who kindly assisted me with cancelling the first leg of my flight and keeping my 2nd leg active.”

Without missing a beat or even hearing what I had just said Jody methodically responds, “I’m sorry but you were a ‘no show’ for your first flight so we automatically cancelled your second leg. BUT, I can get you a new one way ticket for $605.00.”

In my most sarcastic manner I reply, “Jody, let me understand this correctly. I paid $178.00 for a round trip ticket which I proactively changed with one of your agents and you expect me to pay $605.00 for an error that occurred at your operation?”

Oblivious to the situation Jody replies “well it’s $605.00 plus … a $50.00 change fee.”

Many people wonder, why are airlines going bankrupt? Well one thing is for sure, they’re bankrupt on customer service. There’s a bit more to this story but to summarize, Jody agreed it was an error on their part, I ended up taking a different airline (which of course was delayed) and I now have a $178.00 credit to use on any flight with Jody’s employer of choice … minus a $50.00 change fee.