Direct Air Complaint - DIRECT AIR -TOLEDO, FAMILY TIES RIP OFF
MYRTLE BEACH, SOUTH CAROLINA -- Dear My3cents.com
SUUMMARY: PURCHASED 6 FAMILY TIE VOUCHERS, SERVICE UNVAILABLE 7 OF 10 MONTHS OF FAMILY TIES PROGRAM, RESULTS IN LOSS OF 4 VOUCHERS WITH NO REFUNDS OR OTHER CONSIDERATIONS
The following details our experience which we are certain is not unique to us, and suspect has been perpetuated on many travelers in the Toledo Market, flying out of Toledo Express on Direct Air.
In December 2009 Direct Air advertised “The Family Ties Voucher Plan” in the Toledo, market. When we talked with their representative on December 23, 2009 we were told that the vouchers would be good for one year. On this basis we purchased six vouchers, planning our vacations throughout 2010.
We were able to use two vouchers in February 2010. However when we attempted to utilize Direct Air vouchers in April we found that there were no available “voucher seats”. When we attempted to utilize their vouchers once again on May 15, 2010 for flights from Toledo to Punta Gorda, we found that they were no longer offering those flights, “That service was not offered out of Toledo over the summer”.
Subsequently we attempted to book flights in October only to find once again, service was not available. When it was announced that service was resumed we, once again attempted to book flights between Toledo and Punta Gorda for November 29 and December 6th to find that, …. the vouchers expired October 31, 2010. Thus we were left with worthless vouchers for which we paid good money under good faith that Direct Air services would be available from Toledo throughout the stated period, when in fact, the vouchers were only valid in the Toledo area from January through April, expiring in advance of their restoration of service in the latter part of November.
• In as much as Direct Air promotions and practices are at a significant variance, we have respectfully requested consideration in resolving this problem through their customer relations department via 3 e-mails and two phone calls, only to be initially ignored, and then, after 10 days, informed that there would be no extension of the “Family Ties” vouchers nor would there would be any refunds or other considerations. Subsequently we were provided with a reference to their “Family Ties” web site via an e-mail. On this site the following references were made:
• Nonrefundable sales policy: Family Ties purchases are nonrefundable, and no refunds or credits will be issued for unused vouchers. Extensions for travel past October 31, 2010 using Family Ties Winter 2009 vouchers will not be granted (enumerated term #4).
• Disclaimer of availability, reading: Travel using Family Ties Winter 2009 vouchers is valid between any Direct Air city pair in effect at the time of travel. Although Family Ties vouchers may be used for any round-trip on any route in the Direct Air system, they are not route-specific. Additionally, schedules for certain routes may be seasonal, and routes and schedules are subject to change. As such, Direct Air makes no guarantees of schedules or destinations until the time of booking (enumerated term # 6, emphasis original).