Menu
Login
If it sounds too good to be true, it's probably a bad deal. This travel club is run through a highly reputable USAA bank.
However, the travel company is highly questionable in terms of customer service and support. Basically, the airline changed the flight time, causing the trip to be invalid. I understand that the company has no control over this issue. I contacted customer service for assistance.
The young woman on the call was friendly and rebooked the travel at an earlier time. Once customer service informed me that everything was complete, I got my itinerary and the service rep booked the first flight two days later than the connecting flight (the trip was supposed to happen on June 13, but the rep booked the first leg on June 15 with the connection scheduled on June 13). I immediately contacted customer service again and was informed by a male agent that, since it was booked within 24 hours of the flight, I needed to contact the airlines directly to fix their mistake that they committed five minutes earlier. After loudly expressing my discontent that I needed to speak with the airlines due to their mistake, the agent reluctantly agreed to assist.
The agent then stated that there were no other options for travel on AA for June 13. I asked if they could book on a different airline and was informed that, since they had originally used AA, they couldn't change to a different airline.
I asked if they were exclusive with AA and the agent stated, 'No, we use multiple airlines to provide the best value. However, we can't change to a different airline since it was originally booked by us on AA.' I informed the agent to cancel my reservation and provide a full refund.
Country of complaint: United States
Claimed loss: $2000
Desired outcome: Full refund
Confidential Information Hidden: This section contains confidential information visible to verified company representatives only. If you are affiliated with company, please claim your business to access these details.
It's unbelievable that a company associated with a reputable bank like USAA could drop the ball so badly. You were promised one thing, and then they completely botched your travel plans. This kind of service is unacceptable.
You did the right thing by contacting customer service immediately, but it's clear they need to get their act together. The first rep rebooked your flights wrong, and then the next one tried to pass the buck back to you. That's not how you treat customers. They should have taken full responsibility and fixed the mistake right away.
Their excuse about not being able to book on a different airline is ridiculous. They claim to use multiple airlines to provide the best value, yet they can't switch from AA? That’s just poor service. You deserve a full refund and an apology for the inconvenience and stress they caused you.
Make sure your story is heard. Share it everywhere so others know what to expect. They need to realize that treating customers this way is unacceptable. Keep pushing for your refund, and don't settle for anything less than what you deserve. You've got the right to demand better service, and they need to deliver. Stay strong and make sure they know you're not backing down.