that type of holding system with a flight ticket? those have a departure date that may or may not be after the release window. yea that type of policy would never fly at an airline, it would only work with flights scheduled more than 2 or 3 weeks out otherwise you might as well make the flight free because once service is rendered it becomes a lot harder to extract the money they still had not received.
It’s also creating a scenario where seats are booked without proof of payment, which puts the company at risk of those seats not selling if payment never goes through and also requires a system being in place that allows such a thing, which is also man hours for coding and design that is unlikely to exist. “Sorry there is an issue with the payment, please provide an alternative payment” is way more of an adequate response for this type of situation. As long as they are actually filing a ticket for them to investigate the issue.
I’m firm with the opinion that the agent and Manager screwed up here allowing the call to last that long, it was clear the issue was not on their end(or at the very least resolvable by them) and should have terminated. I agree with some form of credit being issued (definitely not a free flight and a bunch of credit, but some form of credit), but it was strictly due to the length of the call since that is where the company failed here, not because of the fact they tried twice.
I almost entirely agree with you. This should never have gotten to the point it did. If after the first time they said to provide an alternate payment I would say they wouldn’t even necessarily need to give any credit. The manager 100% should have taken over the call after at most an hour. My only issue with this was them knowing this was a problem and then saying to just try again. That’s when fault moved over to the airline. If the person didn’t have the money to pay for a 3rd flight that’s not their fault and the airline should handle that somehow.
that type of holding system with a flight ticket? those have a departure date that may or may not be after the release window. yea that type of policy would never fly at an airline, it would only work with flights scheduled more than 2 or 3 weeks out otherwise you might as well make the flight free because once service is rendered it becomes a lot harder to extract the money they still had not received.
It’s also creating a scenario where seats are booked without proof of payment, which puts the company at risk of those seats not selling if payment never goes through and also requires a system being in place that allows such a thing, which is also man hours for coding and design that is unlikely to exist. “Sorry there is an issue with the payment, please provide an alternative payment” is way more of an adequate response for this type of situation. As long as they are actually filing a ticket for them to investigate the issue.
I’m firm with the opinion that the agent and Manager screwed up here allowing the call to last that long, it was clear the issue was not on their end(or at the very least resolvable by them) and should have terminated. I agree with some form of credit being issued (definitely not a free flight and a bunch of credit, but some form of credit), but it was strictly due to the length of the call since that is where the company failed here, not because of the fact they tried twice.
note: edits were clarification of what i meant.
I almost entirely agree with you. This should never have gotten to the point it did. If after the first time they said to provide an alternate payment I would say they wouldn’t even necessarily need to give any credit. The manager 100% should have taken over the call after at most an hour. My only issue with this was them knowing this was a problem and then saying to just try again. That’s when fault moved over to the airline. If the person didn’t have the money to pay for a 3rd flight that’s not their fault and the airline should handle that somehow.