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May Wong was at Boston’s Logan Airport when she learned by email that Porter Airlines had cancelled her flight back to Toronto. She and her two companions had been placed on a next-day flight at 11 a.m.
“Porter, please respond by phone, web or email to confirm that you wouldn’t dare to charge me twice for one flight after delaying us by an entire day,” Wong (a VIP Porter customer) told the airline on July 25.
Porter initially denied compensation, saying her group had flown with another airline. Not true, she said, sending her Porter flight number.
No other passengers had problems changing flights online, Porter said. And while the call centre was busier than usual, she should have held for an average wait time of 1.5 hours for an agent to be available.
“I’ve been a happy Porter user until now, but they’re trying to overcharge me and I can’t let it go,” she said, asking for a nudge.
Porter spokesman Brad Cicero shared good news within hours. An additional refund was coming. “This makes for a full refund of $ 808.14 on the second set of tickets purchased,” he said. “The $ 150 in travel vouchers remain available to use in addition to the refund.
“Thank you for bringing this to our attention. I am sorry that it was necessary, as this resolution should have been offered earlier in the process, given the unusual circumstances.”
Ticketmaster cancelled his ticket
Bob Kapur bought a ticket for a Toronto concert by Yusuf Islam (formerly known as Cat Stevens) on Sept. 12. He received a confirmation and thought things were fine until a week after his purchase in mid-August.
His call to the giant ticket seller led to an explanation that he frequently bought tickets (as tracked by his computer’s IP or Internet Protocol address).
That was true.
A few hours later, his original order was reactivated. He asked me to tell Tarlton — who is the niece of legendary Montreal concert promoter Donald K. Tarlton — that he was completely satisfied with the outcome.
“In the case of Bob Kapur, I am afraid our system’s high speed protections flagged the order erroneously,” Tarlton said. “Fortunately Mr. Kapur (with your assistance thank-you) brought it to our attention early enough for us to be able to intervene manually and release this same seat to him.”
I’ve seen many corporate honchos apologize after seeing customers rebuffed by front-line staff. They jump at the chance to win back clients who would have left and told their friends not to go near the company.