Honestly, the number of people that give up must be staggering. Who wants to make all those phone calls. And even when you KNOW, you just KNOW you’ve been wronged, if you can’t get the right person to help you, you’re just, well, you’re f*cked. I have endless persistence, a high speed internet connection, and a handy sense of search. That’s how I found the National Geographic Travel Ombudsman who helped me get this resolved. But I’ll bet nine out of ten screwed consumers just give up. Here’s to the other ten percent.
Ms. Nerd’s Eye View
I apologize that there has been a delay in our response to this matter. I would like to assure you that your matter has been looked into and researched fully.
We have received your complaint made to Christopher Elliott, ombudsman for National Geographic, via our Public Relations department. I have personally researched your case and noted that, while our agents did provide you with correct information with regards to the usability of your reservation, they did not recognize that this information was not made clear to you prior to purchase.
After a review of our website and your itinerary, I can see that the fare rules for only one portion of your ticket was displayed; ultimately, the rules indicating that your ticket could not be changed were not made available. For this, I cannot apologize more.
It is never our intent to mislead or miscommunicate to our customers, nor it is our intent to cause such confusion or inconvenience. In light of this, I would like to assist you with making accommodations for your return flight from Vienna to Seattle, at no cost to you.
Administrative stuff here.
So. There. Ha.
Yeah, HA! In your faces jerks!
[From clongstr, eaten for breakfast by me.]
Good on ya! So, can I turn to you for assistance with my future travel crises? I’m glad that they turned their heads.
[end comment]
The ombudsman. I’m tellinya. Maybe, just maybe, nothing strikes fear in the hearts of a major travel provider like some guy from Nat’l Geographic trashing your service publicly. I could do that here on NEV, but I’m not (yet) the force of nature or market mover that Nat’l Geo is.
I’m not quite sure I’m done giving them what for, though. Honestly, a person should not have to make six phone calls, send three angry emails, repeatedly request for supervisors, and call in big guns to have the company make things right. It ain’t right. I’m STILL not above writing letters to every single member of the board of directors. No sir.
Good going that you got it fixed (at last)! But what on earth does the National Geographic Ombudsman have to do with Expedia and British Air? Seems really out of the blue. However you came up with that one, obviously, it was the berries.
I’ve flown on British Air a couple of times, never again. To me, at least, they seemed overly rule bound, with employees who didn’t much care so long as they got their coffee breaks. Air France, much better, despite all the employment stuff that’s in the news lately.
You go Pam! Very inspiring, your stick-to-it-iveness.
I just let a pal know that his letter to National Geographics Kids magazine complaining about overmarketing and condescending articles was a great response & pointed to your fine example of writing, writing, writing until you get what you need.
Congratulations!
Richard: Did I mention that hell hath no fury? I went googling for a travel ombudsman, and I found Chris Elliot’s site. I did a little digging and it seems that he’s made something of a career out of troubleshooting for disgruntled travelers. I’m not sure what kind of industry clout he has, but it may have something to do with the fact that major travel providers don’t want to be bashed by Nat’l Geo. I honestly don’t know. It could also just be coincindental that he wrote to them about my “case” at the same time that it had been kicked upstairs enough to get it resolved. No matter. Now I’m gruntled, whatever THAT means.
I dumped Northwest for British because of EXACTLY the reasons you stated. Honestly, I’m not sure that any airlines is any good anymore if you’re in coach, they all just blow. And on long haul, they blow times nine. What’s the alternative? Actually, once I complained to NW (are you noticing a theme?) about how MUCH they blow and I got a whole PILE of miles credited to my account.
You go, Pam! It would have never occurred to me to Google “travel ombudsman.” Although I did once write a scathing letter to a regional Marriott headquarters which got me a free week’s stay at one of their hotels in the Caribbean. I am totally remembering this Natl Geographic dude for future reference. 🙂