After being forced to cancel a flight on March 19, 2020 from Detroit to Boston due to covid, I was asked if I wished for a refund or to place my funds in their True Blue "Wallet" allowing me to use the funds for future flights. I was advised that I could use the funds to fly whenever I wanted. I have made 4 attempts to use the funds to take flights over the past 8 months. I am never able to get flights to go where I wish to go and have used other carriers. Each time I go on line to book a flight, I get the posting on the screen, "No flights available to that location". I have even just typed in dummy locations off their website table to no avail. I called today, December 23, 2020 to have my funds returned as they have not given me the service this "Wallet" was supposed to, thus in nature, a breech of contract. After speaking with an agent, I was transferred to and spoke with a supervisor named Chris. She advised me that the wallet is "transferable" and that I can "just sell it to someone". I advised, "I am not an agent and don't feel that is appropriate".
I requested to be elevated in the system, however I was passed to another supervisor, Kiley. I was advised by her that since the wallet had greater than another year on it, that I could use it during that time period, and that "maybe more flights will be available". I advised that I was unable to see any flights going anywhere via their online system. Kiley advised she placed a flight in and she can see it, so I placed the exact same flight in and was not able to see it. She advised that she would not refund my money due to the fact it was not close to the end and all she would possibly do is extend the wallet. I advised that the problem is not that I don't want to use it, I can't due to their system or scheduling and that they are holding my funds and not flying me anywhere, when I want to go places. Per Kiley, they are told to advise they "can't refund the money". I requested that I be escalated to the manager as to discuss the situation. Kiley advised she would not do that and that she would not send me anywhere. I advised her that I would wait as long as necessary to speak with someone of higher authority. She refused and asked what I would do if she hung up. I advised that I would call back and we could go thru the entire process once again, and that I would write a letter and communicate with legal aspects if necessary. She did not hang up, but refused to elevate the call. The entire call lasted 1hour 36 min and 18 seconds.
The issue is, I placed the funds in their system under the pretense that I can use them at my will to travel using their system. They have the obligation to allow me to fly when and were I want, provided they service that area, and are not fulfilling their end of the plan. This is a basic breech of contract if I can not fly due to their system. Or if they do not have flights to the locations they have in place. I am truly appalled and would never recommend their service to anyone.
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