Help Me Hank: On-line Ticket Trouble

Dawn and David of Brighton are such a cute couple, and about as cyber-savvy as you can get.

She's a web designer - he's in software development - they met online! And quick as you could say, "You've got mail!" they were engaged, and planning a trip to Arizona, and that's where their high tech world went wrong.

Dave Schakett
"This went on for days and day and days. It was terrible."

It began when Dawn made the travel arrangements online and using her TTY, a phone hook-up for people who are deaf. She's a great lip reader, but that's no good on the phone.

Long story short: they were supposed to travel in September 2001, but after September 11^th, Dawn asked the online ticketers if they could reschedule. 

Dawn Schakett, Online ticket buyer
"They said OK, no problem."

Finally in April she rebooked, but as their travel date approached, the couple got worried.

Dawn Schakett
"I never got the confirmation. I never got anything from them."

Turns out, Dawn had no tickets! To her dismay, agents told her, she had missed the deadline for ticket changes.

Hank Phillippi Ryan
"Did they ever tell you there was a deadline?"

Dave Schakett
"No! Not at all."

Hank
"When you heard it what did you think?"

Dawn Schakett
"Why are they telling me now?"

Dawn complained using her phone hook up - she resent her old emails, proving no one had mentioned a deadline - no one would help her.

Dawn Schakett
"It was so frustrating."

So like a good fiancé, Dave stepped in and picked up the phone to do battle. He got nowhere.

Dave Schakett
"They wouldn’t talk to me."

Because the credit card was in Dawn's name, they would only talk to her.

Dave Schakett
"I said it’s impossible for her to call."

Hank
"Because…"

Dave Schakett
"Because she's deaf."

That's when they called "Help Me Hank".

Turns out, the online ticketer would talk to us, and then, as we suggested was reasonable, to Dave.

Soon after, the newlyweds-to-be took a fun flight to Arizona, and soon after that, off to Europe for their honeymoon.

Ticket changes after September 11^th are still problematic. Remember, each carrier has its own rules about rebooking. What consumer battle are you fighting? Maybe I can help!