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Holiday cheer and the patience of a customer service representative.

Thursday, December 23, 2010

DH, DD and I traveled by air from St. Louis to D.C. to be with DS, DDIL and DGS. Our flight was uneventful and on time, although the planes were completely booked. Since we were bringing some gifts (DH's Bday is Dec. 22) we decided to pay the money and check one bag. The flights were so packed that we were asked to check our carry ons at the gate with no charge. We arrived in D.C. at 10:40 PM on Tuesday. Our carry ons appeared, but no checked bad which included a special bottle of champagne to celebrate DH's bday and DD's acceptance to the bar. It also included most of our toiletries in order to avoid the plastic bag routine at check out. We filed a report and left for DS's house. On Wed. we spent time on the phone leaving messages and getting no news at all until finally DD called the St. Louis airport and found out the bag had left St. Louis Wed. AM. Finally at 4:30 she gets a call that bag is in D.C. with courier service and will be delivered within 4-6 hours. By 11 PM, still no sign. Thurs. (this morning), we began the calls again. I got the same customer service representative who the day before had given us free checking to get bag home and $100 to get necessities. When I talked to her this morning, she tried to get through to the same people we had been leaving messages with and getting no response. She said that was unacceptable. We have been upgraded to business class for the trip home and our $20 baggage fee has been returned. I know I was a bit upset, but she was calm and got things done for us. Luggage has finally arrived. If you ever fly Air Tran and have trouble, call customer service and ask for Maribel... she is a true gift.
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Member Comments About This Blog Post
    I am glad that things finally got straightened out. Don't you wish all of those in 'customer service' would be as courteous and patient as Maribel? MERRY CHRISTMAS, and have a wonderful time visiting with your family.
    2707 days ago
    What a frustrating experience, but I'm so glad it has all worked out, and that you were able to talk to someone compassionate.
    2709 days ago
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