This airline...wow.
I have a voucher from the hurricane last year and am rebooking a flight. They said by phone when I received the voucher, that in the future, I HAVE to call in to make the order with the voucher.
I speak with a nice women to book the flight, she goes through the flight options (which I am reviewing at the same time), and informs me that to use a voucher, I CANNOT choose economy (cheapest tickets) and HAVE to either select the next level up OR First Class to use the voucher... I tell her the voucher email says nothing about this.
She says that is their rule and starts to process the order, she comes back and tries to take payment with a number $50 HIGHER per person than what she just quoted me (and I can see on my computer). I ask her about this, she says oh there must be an error, I'll have to get my Manager. I wait on hold for 10 minutes and she comes back and right as she starts to talk (I don't know if she hit the wrong button or something), but I get transferred to a 1 question survey about the call, then the line hangs up.
I call back and the system recognizes me and says there is a "Greater than 2 hour wait to speak to a representative". I call other customer service numbers, same thing. I did NOT receive email confirmation, so am not waiting on a "callback" 2+ hours from now.
Am I crazy or this a bunch of BS? It feels like they pay their employees on some sort of commission for how much more they can try to upcharge customers! The bit about not being able to use vouchers on economy seats and then the system hanging up on me. Come on! Anyone else experience this with this airline?