![]() ![]() DOT also requires airlines to let consumers know how to complain to them. DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send consumers written responses addressing these complaints within 60 days of receiving them. If you can’t resolve the problem at the airport, you may want to file a complaint with the airline. They may be able to arrange meals and hotel rooms for stranded passengers, write checks if you’re bumped from your flight, help with baggage issues, and settle other routine claims or complaints. ![]() Airlines have trouble-shooters at the airports, usually called Customer Service Representatives, who can take care of many problems on the spot. I will.Before you contact DOT for help with an air travel problem, you should give the airline a chance to resolve it. In a survey of 600 readers this morning, a majority (just over 80 percent) said I should mediate. Should he go through the missing ticket paperwork as punishment for the typo, or does Southwest Airlines and Mark Travel share the responsibility for this problem? Then again, Advani shouldn’t have entered the wrong apartment address, and as he notes, he shouldn’t have waited until only a few days before his flight before making inquiries about the missing tickets. I can’t think of a good reason why Mark Travel or Southwest Airlines would be using them, let alone sending them by regular mail.Īlso, if Mark Travel promised to send the tickets to Advani’s mailing address, then why didn’t it? The airline industry bid farewell to paper tickets back in 2008. In these days of travel, when boarding passes are paperless, it seems antiquated to ask for paper tickets, and then having charged my credit card and having our names on the reservation, but not allowing us to board the plane is reason enough for anyone to get mad. Secondly, if the tickets were so important, why were they mailed in regular mail? And why did the email not mention that the mailing address that the tickets were being sent to? The problem I have with Mark Travel is that they say in their confirmation email “Travel documents including flight tickets for your vacation will be mailed to your credit card billing address …” why were the tickets not mailed to the credit card billing address? I understand that I made a mistake in the first place by putting in the wrong apartment number, and I also realize I should have checked to see the nonarrival of the paper tickets earlier than three days before the trip. We called to speak with the agent and the supervisor of Mark Travel but they kept insisting that we will not be allowed to board the flight, and that we had to repurchase the tickets. We took our credit card statement, the printout of the reservation confirmation number and our photo IDs this morning and in spite of our names on the reservation, since we did not have the paper tickets we could not board the flight as we did not have the paper tickets. No matter what type of Travel Insurance product you need, we have the perfect travel insurance policy for you! Visit Trawick International to learn more. We continue to research ground-breaking products and ideas which meet the needs of travelers everywhere. We offer 24/7 travel assistance to travelers domestically and internationally. Trawick International offers a variety of international travel insurance, trip cancellation/interruption, adventure travel and student insurance plans. Southwest Vacations has not received the tickets back in the mail yet. The tickets were wrongly delivered to the resident of apartment 913, he returned it back to the concierge, and she mailed it back to Southwest Vacations. (Instead of apartment 813, I entered 913). ![]() I did not realize I had entered an incorrect apartment number until several days before my flight. He picks up the story:Īs per the confirmation email we were supposed to receive paper tickets to the credit card billing address. Who shoulders the blame?Īfter Advani finished the reservation, he had no reason to believe he’d made a mistake. I’ll get to the details in a minute.īut this case raises some interesting issues, including what should happen when both parties make a mistake during a transaction. Wait a second, did I just say paper tickets? What is this, 1995?Īnyway, none of that should have mattered because Southwest Vacations and its agency, Mark Travel didn’t exactly follow their own procedures, either. He admits he accidentally entered the wrong address - a simple typo that resulted in the paper tickets being sent to the wrong apartment. Mistakes were made when Tushar Advani booked his Southwest Vacations trip from Chicago to Las Vegas. ![]()
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