[RobertP]

My tale of woe started when I tried to check in online. I got almost all the way through it but it "could not complete" without saying why. Annoying.

When my two kids and I got to the airport, the kiosk machine started to check us in, charged my credit card $15 for our bag, then (surprise) "could not complete" without saying why. And no refund to my credit card. Grrrr.

So then I tried to get the attention of the desk staff. After serving some other customers a woman came over and I demonstrated the problem for her (getting charged $15 AGAIN). She looked at the screen and said "huh, that shouldn't happen" and proceeded to help other customers. When every other person waiting had been served she just walked off into the back section of the terminal, without another word to me. Now I'm getting ****** off.

Eventually another woman came out front and actually helped me. She said the problem was that kids can't sit in exit rows. Nevertheless, the online system and the kiosk both let me seat them there (knowing they were kids). Duh! And would it be too much trouble for the computer to actually TELL me that was the problem?

Thankfully she did not charge me a third time for my one bag. At this point I had very little time to get through security and get to my flight, so I didn't clear up the issue with the double charges (silly me).

So today I called customer service to get it cleared up. They wasted my time for a good long while then told me to call a different number. That person told me that I had to mail or fax in my baggage receipt so they could "investigate". Like they had no records of the incident. Like they were hoping the whole thing would just fall in the memory hole. Like they were punishing me for their mistake. Like they thought I was really going through all of this to scam them out of $15.

They must really not want my business any more.

I'll keep ya posted on whether I eventually get a refund or not.