Again, if it failed once I would agree. It didn’t though, they told them to try again which then moves at least partial blame back to them. They also have credit which isn’t a direct loss of that amount of money. I’m not saying they needed to to everything they did but if I were in that position I would expect the company that told me to run the payment again to be held responsible for it not working again, at least partially. This could even just have been saying, we’ll book the tickets and when you get the money back charge you again.
that type of holding system with a flight ticket? those have a departure date that may or may not be after the release window. yea that type of policy would never fly at an airline, it would only work with flights scheduled more than 2 or 3 weeks out otherwise you might as well make the flight free because once service is rendered it becomes a lot harder to extract the money they still had not received.
It’s also creating a scenario where seats are booked without proof of payment, which puts the company at risk of those seats not selling if payment never goes through and also requires a system being in place that allows such a thing, which is also man hours for coding and design that is unlikely to exist. “Sorry there is an issue with the payment, please provide an alternative payment” is way more of an adequate response for this type of situation. As long as they are actually filing a ticket for them to investigate the issue.
I’m firm with the opinion that the agent and Manager screwed up here allowing the call to last that long, it was clear the issue was not on their end(or at the very least resolvable by them) and should have terminated. I agree with some form of credit being issued (definitely not a free flight and a bunch of credit, but some form of credit), but it was strictly due to the length of the call since that is where the company failed here, not because of the fact they tried twice.
Again, if it failed once I would agree. It didn’t though, they told them to try again which then moves at least partial blame back to them. They also have credit which isn’t a direct loss of that amount of money. I’m not saying they needed to to everything they did but if I were in that position I would expect the company that told me to run the payment again to be held responsible for it not working again, at least partially. This could even just have been saying, we’ll book the tickets and when you get the money back charge you again.
that type of holding system with a flight ticket? those have a departure date that may or may not be after the release window. yea that type of policy would never fly at an airline, it would only work with flights scheduled more than 2 or 3 weeks out otherwise you might as well make the flight free because once service is rendered it becomes a lot harder to extract the money they still had not received.
It’s also creating a scenario where seats are booked without proof of payment, which puts the company at risk of those seats not selling if payment never goes through and also requires a system being in place that allows such a thing, which is also man hours for coding and design that is unlikely to exist. “Sorry there is an issue with the payment, please provide an alternative payment” is way more of an adequate response for this type of situation. As long as they are actually filing a ticket for them to investigate the issue.
I’m firm with the opinion that the agent and Manager screwed up here allowing the call to last that long, it was clear the issue was not on their end(or at the very least resolvable by them) and should have terminated. I agree with some form of credit being issued (definitely not a free flight and a bunch of credit, but some form of credit), but it was strictly due to the length of the call since that is where the company failed here, not because of the fact they tried twice.
note: edits were clarification of what i meant.