Warning: include_once(/home/gianna5/public_html/blog/wp-content/plugins/tweet-blender/widget-favorites.php): failed to open stream: No such file or directory in /home/gianna5/public_html/blog/wp-content/plugins/tweet-blender/tweet-blender.php on line 44

Warning: include_once(): Failed opening '/home/gianna5/public_html/blog/wp-content/plugins/tweet-blender/widget-favorites.php' for inclusion (include_path='.:/usr/lib/php:/usr/local/lib/php') in /home/gianna5/public_html/blog/wp-content/plugins/tweet-blender/tweet-blender.php on line 44
@Your Service » Blog Archive » A Rewarding Experience?

Featured Posts

NSA Leaks: The Big Data Two Step for Businesses This post originally appeared on LinkedIn as part of their influencer program on June 10, 2013.  To see the original post click here. I expect we will be seeing a lot of dancing over the next few...

Readmore

Coming to an Agency Near You! This post originally appeared on LinkedIn as part of their influencer program on September 23, 2013.  To see the original post click here. I am often pondering what is next in the world in which we...

Readmore

Customer Service Week: Here's Your Call Center This post originally appeared on LinkedIn as part of their influencer program on October 7, 2013.  To see the original post click here. As we begin Customer Service Week I want to thank all those...

Readmore

Defining the Customer Experience Role This post originally appeared on LinkedIn as part of their influencer program on October 2, 2013.  To see the original post click here. Customer experience is a term growing in popularity within businesses...

Readmore

Apple's #Fail When Dealing with @MarthaStewart This post originally appeared on LinkedIn as part of their influencer program on September 30, 2013.  To see the original post click here. It feels like it was the Tweet heard around the world: "I...

Readmore

  • Prev
  • Next

A Rewarding Experience?

Posted on : 26-01-2010 | By : Frank Eliason | In : Customer Service

Tags: ,

2

So I am writing this post at about 35,000 feet on my way to Orlando for a Customer Service conference.   The post is about my Air Tran experience leading to this flight.  As many of you know I have done a lot of travel, but this is only my 3rd flight on Air Tran.  The reason I selected this flight was convenience, but more important to me was the available wifi.  All Air Tran flights have wifi (for a fee),   If you have not used it, you should.  It is amazing how fast the flight seems to go by.  So as I went to check in last night, like many airlines, I was prompted to sign up for the rewards.  Seemed to be a good idea since I love their wifi, I could fly them more.  I clicked on the button and signed up.  It was an easy process to sign up but inputting my new A+ Rewards number was another story.  I tried numerous times, with the same result each time, the rewards number was listed as invalid.  It was a frustrating web experience.  So I finally gave up and checked in without the number.  I then completed their email form for adding reward points.  In the email I informed them of the trouble and asking them to credit the mileage.   Since I like to focus on Customer Service, I had to share the response I received:

Status of Missing Credits Request

We have reviewed your request for missing credits and, unfortunately, we are unable to credit your account for the following flight(s) you requested, with the reason as noted:

0629

You will need to contact our Aplus rewards department at 888-327-5878 regarding this. Thanks.

For frequently asked questions about A+ Rewards, please visit aplusrewards.com. For reservations, book online at airtran.com. Or call us at 1-800-AIR-TRAN.

Thank you for choosing AirTran Airways.
We look forward to seeing you onboard again soon.


Earn free travel faster by applying for the AirTran Airways A+ Visa Card at airtranvisa.com or call 1-877-523-0989. Be sure to provide your member number when applying.Save with low AirTran Airways rates on Hertz rentals. Book through the Hertz link at airtran.com or call 1-800-AIR-TRAN, ask to be transferred to Hertz and use CDP#1259680. 

 

So they ask you to fill a form out, which I do.  In the form I am very clear about the difficulty I had with the website and then I receive a response that tells me it was declined for reason stated, with nothing stated.  The email also refers me to call the reward department.  I am not sure anything would be said differently on the phone than my prior message .  To me it is just an inconvenience.  For all I know the reason could have been because the points were already applied, but I did log in and so far no points listed.  It may also be because the flight did not happen at the time, which I would be happy to resubmit.  The trouble is this email left me with the feeling that the only regard the company had for me was selling me a Hertz car rental or a Visa card.  I would have preferred the reason for the decline.  From the company perspective, they are telling me to call for something that should not require dialogue, security or other back and forth conversation.  The phone is also the most expensive communication channel.  Now does that makes good business sense!

As for the flight, still love wifi, so thanks Air Tran for that!  The flight is relatively empty and the flight crew have been great so far.