The vacation from hell
Question: Recently, I booked airline tickets from Chicago to the Greek island of Crete online through Sam’s Club. When I called to confirm my reservation, I was told that my flight had been canceled. A representative asked me to mail the old tickets back and we agreed to pick a new flight.
Although I was led to believe that we had made another reservation, something apparently went wrong with the transaction, and the booking didn’t go through. I called Sam’s later, when the tickets didn’t arrive, and it turned out that my credit card number had been typed into the system incorrectly by one of its agents.
In the meantime, the price of the tickets had gone up $500 each. Sam’s agreed to pay the difference and we settled on a new flight.
Problem solved? Not quite.
On my return flight on Aegean Airlines, I was told my tickets were “no good.†If I wanted to catch a flight home, they said, I would have to stand in line and buy another ticket for about $300. The reason the tickets weren’t valid? Sam’s had printed the Aegean tickets on the wrong ticket stock, which made them unacceptable.
I’m trying to get my money back from Sam’s for the extra ticket I had to buy, but so far, no luck. Can you help me?
— Kathy Winters, Cottage Grove, Wis.
Answer: Wow, talk about the vacation from hell. It looks like almost everything related to your airline tickets went wrong: a cancellation, a booking that didn’t go through and then a worthless ticket.
Although Sam’s tried to make things right, it ultimately left you with a bill for $300. Then it stonewalled you when you asked for a refund.
After looking into this case, I can see how most of this happened. Some of it is Sam’s fault, some of it isn’t.
The flight cancellation is something that Sam’s couldn’t control, although it should have told you about the change without your having to call. The incorrect credit card is definitely a Sam’s slip-up, and something it tried to fix by offering to pay the difference between your old flight and the new one.
I’m mystified about the invalid ticket. I asked Sam’s to look into this, and it determined that Aegean Airlines should have honored your ticket. I also can’t understand why no one would respond to your request for a refund. I know that Sam’s works with another online travel agency, and there may have been some confusion between Sam’s and that company.
A Sam’s representative contacted you and promised to process an immediate refund on the extra ticket. It apologized for the runaround you got and said it would send you a coupon to make up for the trouble.
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