[jen]

Last year Feb., my husband and I were stranded in the airport in Cozumel waiting to fly home to Buffalo. After sitting in the airport, on a Thursday morning from 6 am till 6pm, after being told numerous times that the mechanics were on their way to fix the plane, were finally told at 6pm that our flight was cancelled and we were directed to go back to one of three hotels. After paying for a cab, the hotel room, dinner and a cab back to the airport, we finally got back to buffalo...........after a 13 hour trip, and 5 lay overs! (it only takes 5 hours to get from Buffalo to Cozumel). I called customer service and was told that we both would be issued travel certificates for our inconvience, and then was told, that we would be reimbursed for our out of pocket expenses through travel certificates also. "Deena" issued my husband and I both 2 certificates each (totalling $250 each). I asked if we could combine the 2 each and have one issued to each of us so we can just use the one, and was told yes. 10 months later, December 29, I emailed Deena to see how to go about using our travel certificate. A few weeks later, no response. I called customer service, as I had reservations on hold to go to Florida this Feb. and got Ms. Cunningham, whom was very rude. Ms. Cunningham stated that Deena gave my husband the certificate in error and that Deena emailed me back in March, weeks after she gave us both certificates, that this was done in error, and that she was taking it back. Ms. Cunningham stated that she could only hold the reservations for 24 hours and that was all she could do. After the 24 hours, I called customer service again, still waiting for Deena to combine the certificates, that Ms. Cunningham stated would take 5-7 days to do, and then mail them out, and a nice man held our reservations FOR 7 DAYS, UNTIL THE PROBLEM GOT RECTIFIED!!!!!! Needless to say, after the 7 days, an email from Deena came with our travel certificates!!! We lost our reservations and the travel certificates were only for 250 for me and 150 for my husband. I called customer service today to book another flight, and got a man on the phone, and literally was on the phone with him for a minute and said "oh crap, I can not believe that the price went up that much in a matter of a few hours". The man on the phone said "refrain from your language or I will hang up on you"!!!!!!! Are you really kidding me? Is this what customer service is? I have put in a complaint to WE CARE about the situation with Deena and Ms. Cunningham. I also talked to a Reesha on 1/19, who also informed me that there is no way she could re-issue another travel certificate for my husband and if that is what
Deena did, that is what she did. I was told by WE CARE to write to Corporate and let them know about the problems that we have experienced. We have traveled all over and I have to tell you that this is the WORST customer service that I have ever experienced in my life. What ever happened to the customer is always right!! Why should I have something taken away that was already issued to us, for no apparent reason. Why should I wait WEEKS for a response from customer service and lose my reservation and now have to pay a higher rate???????