[kochudson]

We purchased three tickets from US Air for family members. We had to change the ticket dates due to a medical emergency, my sister was actually too weak to get on the plane the day we were scheduled for travel. We notified US Air, and they said no problem, only a $150 charge to change the date, provided that the new ticket price was the same as the old ticket price. When she was able to travel again, we called to book the flights for one week later. The reservation agent knew we wanted to travel as soon as possible. In looking at the schedule, he said we could travel a day earlier for $163, only $13 more to travel a day early. We said, lets do it. Everything was perfect until the credit card statement arrived. Yikes! We had 3 charges of $150, and two charges of $163. When I called to dispute the charges, I was informed I could only email US Air and then I could wait for a call back. What kind of customer service is this??? I've never been told I couldn't talk to someone to solve the problem. So I followed the protocol, and received a call back today. The gal who returned my call said that when the agent booked our flights, there was only ONE available at the same price as we originally paid, and the other two jumped up to $163. Obviously, the agent didn't even understand this, because he agreed that to fly a day earlier for only $13 more per ticket was a good deal. I was told in no uncertain terms that US Air would not do any refunds because they were right!! Maybe they are right, but the reservation agent was WRONG because he NEVER said it would be $163 EXTRA, he said that the TOTAL would be $163 on the tickets. So I asked to speak with a supervisor, and was informed that US Air does not escalate calls, and that she was the only person I could speak with. I've NEVER been refused the right of another opinion, especially a supervisor's opinion. I was informed that I could respond to the email that they would send me!! Yikes, I've never experienced such impersonal, unprofessional customer service before. We have flown with US Air many times, our family owns stock in this company, and yet we are being treated very unprofessionally. We just purchased another airline ticket, but we did NOT fly with US Air. BEWARE--you may be charged twice for your ticket if you give your credit card number to US Air. And should you need a refund, you will have to EMAIL them, there is no number to call and talk to a live person. Wow, I'm surprised this kind of business can prosper in the United States of America. I felt like I had traveled to another country.

[Gromit801]

A. File a consumer complaint with your state's consumer bureau.
B. Three words: Small claims court.

[jimworcs]

I absolutely agree with Gromit. The second higher charges were not authorised by you. The airline cannot legally charge you for charges which were not authorised. You should immediately dispute the credit card charges, contact the Attorney General's office in your state and write to US Air advising them that the charges were not authorised and that you will taking your case to small claims court. You should also state that unless they can provide you with a transcript of the call in which you agreed to the charges, you would not agree to them.