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Taking the heat for the airlines


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My e-mail box is absolutely full tonight, from people who just want to sound off about their horrible experience with this, that or the other airline. I'm not sure what it was about Osta Van Beek's story that touched such a nerve with our listeners. But I think just about everyone can relate to rotten customer service, be it from an airline or somewhere else.

Like most of us, I've spent my share of time in customer service jobs before going on to my life's work (that would be journalism, in case you hadn't caught on). I have a LOT of respect for the people who have to handle the complaints. I've been that person. So please don't mistake what I'm about to say for judgment on either side of this story. If there's one thing I know for sure, every story has a minimum of two sides, and if there's another thing I know for sure, it's that even the best businesses occasionally mess up.

You can read all about Osta Van Beek and her ordeal here. I talked to her brother and I talked to U.S. Airways, which confirmed for me the airline is investigating what happened. They also confirmed that the usual policy is to check the identification of any person changing a flight's itinerary. At the moment, they have apologized to Van Beek, but according to her brother, have only offered her a coupon for a future flight rather than a refund. I don't know whether that was the right call to make - it may be that they are waiting until they can confirm exactly how it happened before they decide to do something more. Or it may be that there's something about the situation that the family didn't tell me. The family believes someone acquainted with Van Beek was allowed to cancel her ticket on her behalf.

That's all background. The thing is, you wouldn't believe the e-mails I'm getting! I have been blessed for the most part with good service when I have flown. Delta once temporarily misplaced my husband's bag, but it caught up with us a day later. Another time, he was marooned overnight in St. Louis because of foul weather, but I can't fault the airline for the thunderstorms.

Other than that, I can't complain. But it would seem I am in the minority! Here's a sampling of the e-mails:

"You will see complaint after complaint against this horrific airline. I know what I'm talking about because my daughter was involved a couple of months ago with one such horror story with this terrible airline. They should not be allowed to even exist. They cancel flights without notifying customers, they have the rudest personnel in their industry working their desks, and they don't comply with their own posted policies."

"[A website] gave us the run around and the companies they are affiliated with, and basically told us we bought nonrefundable tickets and we are out 318.00 dollars right in time for the holiday season."

"Just to let you know, my sister experienced the exact same thing with a cancelled plane ticket a few weeks ago on [another] airlines when she was supposed to be flying directly to NYC from Utah. She ended up getting on a flight hours later and they sent her to Atlanta, then on to NYC. She arrived almost a day later than she had planned and she ended up missing several appointments she had and basically missed an entire day of her trip."

Well, I hear you. My e-mail box especially hears you. And I'm guessing Osta Van Beek feels your pain!

Happy travels to you over the holidays - may your flights be safe, your layovers not too long and not too short, and your concerns addressed by customer service.

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