Reference no: EM132221970

1. Adjustment Refusal: Airline Passenger Struggles with Online Ticketing: Read the scenario below, then respond to the customer in question with an email that explains the problem and proposes a solution.

Most airline passengers who travel frequently are accustomed to booking their flights online using one of the many available websites, such as Orbitz.com, Travelocity.com, Expedia.com, and so on. These websites provide access to detailed flight information, including costs. Customers conveniently make an airline reservation, pay for it, and receive a boarding pass prior to departure. Frequent fliers find that online ticketing services often save them money and time. The sites are user-friendly and relatively easy to navigate; users follow the step-by-step directions carefully and submit the appropriate information for the transaction to be completed. People who use these sites quickly become familiar with how they work; however, problems can occur for travelers who are not computer literate, who fly infrequently, and who are booking flights online for the first time.

You are a reservation agent for U.S. Airways and frequently handle calls from novice users of online sites. Today you receive a call from a customer who is frantic and complains that she cannot print a boarding pass for the flight she has “booked” using Travelocity.com. The flight is scheduled to depart for Florida, a popular winter destination, within 24 hours. By making airline reservations six weeks ahead of scheduled departure, the cost was less than $300. The customer is unable to recall if she received an email from Travelocity.com with the confirmation number of her reservation. After checking the reservation system, you discover no reservation for this person. Apparently, she did not complete the online reservation and properly submit the information as she cannot find any charges for the ticket on her recent credit card bill.