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ASTA hits out at US Airways
US Airways has angered US agents by tightening the rules on its cheapest tickets.
In keeping with a number of US airlines, US Airways announced this week the introduction of a $25 fee for issuing a paper ticket, but went a step further by imposing restrictions on its lowest fares.
The airline stated that non-refundable fares must be used for the specifically ticketed flight and will have no value once the flight has departed. Changes may only be made to non-refundable tickets in advance, and subject to fees. Passengers with these tickets will also be unable to go stand-by on alternative flights. The rules apply to all US Airways domestic, Caribbean, US to and from Canada and US to Europe destinations, effective immediately.
The American Society of Travel Agents said the policy will alienate travellers. ASTA president and cheif executive Richard Copland said: “When the entire travel industry is reaching out to attract customers after a downtime, US Airways tells its customers that if they want customer service they will have to pay extra. As a travel agent, I understand that everyone has unforseeable events that change their schedules. Given that reality, buying a low fare ticket under these terms is a financial gamble. A good travel agent will inform clients of the risks and of the alternatives”.
Mr Copland continued: “By preventing customers with non-refundable tickets from flying standby or taking a later flight without calling in advance, US Airways will dramatically increase the number of calls handled by its recently shrunken call centre, costing the carrier more in expenses and further decreasing the likelihood that any of those passengers will want to fly US Airways again”.
Read our previous stories:
28-August-2002 US agents stung by booking fees
22-March-2002 Zero commission hits agents in US
19-March-2002 Continental and American scrap base commissions in US
19-March-2002 Delta scraps agency commissions in US and Canada
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