I used some eCert $100.00 off coupons and received an email 2 weeks after using them stating that I had to pay back the $100 as they were found to be stolen coupons. They would not simply cancel the flight and let me start over. They cited that they were out $100.00 because they had to issue new eCerts to the people who they were ripped off from. (which is likely BS as some computer guru hacked their system, their algorithm, or NWA employee stole a bunch of these). Either way, I don't see why the customer service department couldn't just cancel the reservations without fees and let me rebook ( without ecert coupons this time!). They acknowledge that BOTH parties were victims of fraud, but only one party is going to pay (ME). They have some convoluted way to try and explain how they are out $100.00 - THEY ARE THE ONES ISSUING THE ECERTS, how are they out if they let me rebook without the eCerts???
They sort of have me hostage right before a trip and they know that. I found fares that were $100.00 cheaper out of a different airport that, if changed, would be a wash.. right?? No, they wouldn't change the res, wouldn't cancel it without fees. Pay the $100 or eat it.
Complex situation, but I can see who wins most of the time. At least they could do is provide a few options to remedy the fraud that happened to BOTH parties.
