Paper Ticket-less - Oh, My!

For all you travellers, here's my letter to Frontier Airlines regarding the latest in airport fiascos. Be warned!


Customer Relations
Frontier Airlines, Inc.
7001 Tower Road
Denver, CO 80249-7312

February 24, 2010

Dear Customer Service Representative:

There are a number of issues I need to address in regards to my most recent flights on February 6 and 11, 2010 on Frontier and Mexicana airlines respectively.

First off, I admit to my blunder in leaving my paper ticket in the car as I rushed to the airport to make my flight. That said, the reason why paper tickets are barely in existence today – and an item that I have never had to keep track of or use in over 12 years – is precisely due to this scenario. However, the uproar that greeted my arrival paper ticket-less at the ticket counter was unprecedented.

The fact that I had the purchase confirmation and the itinerary on my Blackberry and all the identification required was of no consequence. I was informed that I needed to buy another ticket – that day – for the same flights that I had already paid for. Having no choice, I duly purchased the tickets – after a forty five minute delay and much agonizing by the Frontier representative. I was handed the enclosed “Lost Ticket” form and advised to fill it out and send the original ticket so I could receive reimbursement. (In the meantime, my disabled elderly mother waited for me at the gate where she flew in to from New York and was in a state of panic and confusion when I was unable to meet her there as planned.)

A short email notification or FYI, along with a stern reminder that paper tickets are viewed the same as “cash” would have been appreciated. While I viewed this scenario as obviously my error initially, I believe the following issues are justified in examining.

For what reason was I issued a paper ticket – and charged an extra $26 to ship it to me as I later discovered – while on that same day I made flight reservations for my mother Joan E. Lataille on the same flights to and from Mexico on Mexicana - and she was issued an electronic ticket with no worries or fees attached? The only difference was that she flew from New York to meet with me in Denver for us to fly together to Cabo San Jose. Please tell me that Denver has the same capabilities to handle e-tickets as does New York.

Secondly, when we were both checking in to depart from Cabo, there was a sizeable delay again – caused by the fact that I now did not have a ticket to Mexico City - even though I held the paper one the airline rep in Denver had given me (as if it were as valuable as gold.) For some reason, the flight segment to Mexico City had been voided – leaving me stranded in Cabo and my disabled mother flying alone to N.Y. Unless I purchased another ticket – which of course I did, having no other choice.

So at this point, I’d purchased the same ticket twice, and then one of the flight segments for the third time. Naturally, I am slightly disturbed by this scenario and would appreciate a resolution and refund as soon as possible. I am enclosing the “lost” ticket and two versions of the refund form.

In addition, my frequent flier Early Returns # is 10010587705. If you would be willing to credit my flight miles to that account, I would greatly appreciate it.

I am still flying Frontier – I leave for Los Angeles on March 4 – yet I am a little leery of showing up at the airport for another “surprise.”

Thank you for your review of this matter and your prompt response.




Ms. Patricia LaTaille

Hasta La Vista, Suckers.

Time Share Beware.

Ok – so not a timeshare exactly – a “Club Membership” to be precise.

Young, in love, blissful honeymooners, unaware and feeling the buzz from celebratory champagne.

Fresh meat for the El Presidente Intercontinental Club representative sharks.

Exhausted – two high profile demanding jobs. Working with the public – management position in a ski resort. The other – counseling alienated and at-risk teens. In the middle of constructing new home together. Literally – block by papercrete block.

In desperate need to unwind, relax, get away. Finally. Nine months after the wedding – constant work, building, saving dollars – trying not to become a statistic. (Fifty percent of all couples divorce after building a home together.)

Big splurge – all inclusive resort in Cabo San Lucas. Far from the norm. Husband raised on ranch in southern Colorado – “vacation”, an alien concept. Wife – backpacker, camping, hostels, low-budget adventure travel.

Big surprise – “All Inclusive” excludes activities. No snorkeling, touring and seaside excursions for them. No extra cash.

But wait! Free tours, car rentals, underwater moped riding – just to attend a presentation.

The concept: One needs a vacation every year. Justifies saving money while spending money. All part of The Club membership.

Naïve. Unfamiliar with the hard-sell approach. Sign now - or lose out on tremendous opportunity. Have another drink. Margaritas for all!

Excitement. Bells ringing. Champagne. No need to read fine print. Trust – taken for granted. Many points equal muchos vacations. Thirty years worth. Let the fun continue!

Next day. Buyers’ remorse plus hangover. What disposable income? Bad idea. Letter to cancel. No way. But can reduce membership to “Newly-wed / Nearly Dead” level. No mention of time limit reduction.

Honeymoon is over. Time for leisure – not in near future. Exceeded budget and labor intensive home construction continues. Stressful employment. Major medical issues – knee reconstruction and hysterectomy. No time – no cash.


Mother agrees to finance Mom & Daughter get away. Back to Cabo, No upgrade. No obvious member benefits – what benefits? No communication/updates from The Club for five years. Easily forgotten in mad rush of life.

Hotel run-down. Understaffed. No washcloths or spoons. Sewerage smell in bathroom. Not impressed. Club rep meets for breakfast. Quizzical. Why no vacation until now?

Hello? U.S. economy in the proverbial toilet. Struggling to make ends meet. Toyota with 235K miles dies. Working three different jobs. Not all rich Americans.

Uh oh. Breaking news: Membership good for five years – not thirty. 4400 points – good for 10 weeks at high season, 25 weeks at low season – unused – expires in May – in three months. All – the – points – gone. Four thousand smackeroonies – wasted.

Shock. Immediate loss of appetite – unheard of here at all-inclusive eat, drink and leave fat resort.

Some – Notice – Would - Have – Been - Appreciated. Any indication that points expire when? Why no contact? “You need to call us.”

Seriously? No updates, changes in benefits in 5 years? Oh – wait. $59 original room charges now $79. $40 food and drinks daily rate to $43 per person.

Thanks. A lot.

Print out contract. Clause #2: Expires 5 years from given date. Missed that one. Definitely not discussed at purchase.

Not happy. Husband contacted. Kindred surprise /shock. $4K high price to pay – 10% of current income. Frustrated. Club reps: “Too bad, so sad.”

But wait: The perfect solution. Renew membership and transfer expiring points. Viola’! Has to be done today. Thirty years for mere $10K. Super Special Deal.

No familiarity with phrase: “Cut our losses.”

So try “Una Fiesta Grande” in May. Family, friends; Ixtapa in May. On us.

Adios.

Published in the April 2010 Colorado Central Magazine.

Updates

Just a note to let my readers know that I have now posted all of my published work - including some essays pending publication. Of course, I am in the process of working on a few more articles, so check back to view such stories as "Psycho Squatter Situation" and "Crestonians Carrying Crystals."

First I have to head off to warmer climes (See my "Seasonal Effects" story) - and then to New York for "Family Time" and good eats!

Hope all is groovy on your ends.
Peace,
Patty