Crochety Consumer

So below is an email I recently sent to Independence Air. I sometimes just contact companies to amuse myself and really because it bugs me and writing helps me to get it out. I suppose I should really think about if I'm going to spend 20 minutes writing it could be for perhaps a better cause than saving me a couple bucks on plane tickets. Soemthing for me to think about.

After rereading this I feel like they must be imagining me as a crochety old lady with nothing better to do than get online and gripe.

To Whom It May Concern: I am writing regarding a recent flight cancellation. I had scheduled two tickets for a flight from Dulles to Louisville for travel in late December. About a week ago, I was contacted by an Independence Air Customer Service Rep. that this flight would be canceled due to discontinuing service to Louisville. I was given the choice of a refund or flying to another airport. No other airports are convenient for me, so I chose the refund. As a customer this is very frustrating. I understand Independence Air is a new airline and is still testing their markets in various cities. However, now I need to get tickets with another airline. In the month that we had our tickets purchased with you, other airline fares have gone up considerably. Upon further consideration, I called back to speak with a customer service representative later that day. The lady was unable to help me or really have a response at all to my concerns. In the past year, I have used Independence Air only in purchasing my air tickets to Tampa, Orlando, and Louisville. I have been very satisfied I like the simplicity, reasonable fares, online check-in, and flexibility with cancellations and flight changes. My most recent purchase, which has now been canceled, would have made my first free ticket with iclub. In the future, I might be reluctant to book other tickets with Independence Air, not knowing if they might just be canceled. I appreciate your concern and your time. Thank You,

and their response . . .

Hello Jamie, Thank you for contacting us about your experience with Independence Air. We appreciate the time you took to write to us about your dissatisfaction. We value your feedback as an important tool in finding out which parts of our operation need to be fine-tuned. Your feedback has been forwarded to the directors of those stations who will ensure that these misunderstandings are corrected. I apologize for your disappointment about our service. I hope that you will give us another try so that we can show you that we do listen to and act on your comments. In the event that you need assistance, please ask for a supervisor at the airport or call 1-800-fly-flyi (1-800-359-3594) for additional assistance. Our goal is to help you fly your way. Best regards, Customer Services

. . . slightly dissapointing . . . but no worries, we ended up finding a flight out of another airport and the world goes on.