Action: Airline slow to issue fare refund

On Nov. 1, I purchased a round-trip ticket to Atlanta through my travel agency. When the time came to depart on Dec. 21, I was unable to locate the ticket. I contacted the airline, AirTran, the night before I was to leave and was told that since the ticket was purchased through a travel agency, there was nothing it could do and that I would have to repurchase the ticket. I went to the ticket agency the morning of my departure and repurchased the ticket and was told that in 90 days I would receive a refund for the lost ticket minus a $50 service charge. I was given a lost ticket application.

On April 17, I contacted AirTran to inquire about my refund, which was at this time almost 30 days past the 90 days I was told it would take. After checking, the agent said my refund had been processed and that since checks were cut the end of the month, I could expect mine in early May.

After not receiving a check by May 15, I tried to contact AirTran customer service again. I have been unable to reach anyone. The phone just rings and rings and then reverts to a busy signal. There is no way to leave a message. I have called every number I find, but the only people I have been able to reach are reservation agents, who tell me they cannot help me.

On May 31, I spoke with a Crissie in reservations in Savannah who, after talking to her supervisor, transferred me to the voice mail of an Amy in customer service. On June 1, Amy left a message on my home phone that she had credited my credit card that day in the amount of $217, the amount of my ticket less the $50 service fee.

To date no credit has posted, and I am still unable to speak with anyone directly in customer service. I am fed up and just want my refund. I would appreciate any help you can give. Billy DeBusk

Response: Charlen Wharton, customer relations specialist with AirTran in Orlando, apologized for the inconvenience and said the airline will take steps to prevent similar problems in the future. AirTran's records show a credit was issued to your Visa card on June 2 for $217. It can take up to two billing cycles for the credit to be reflected on your monthly statement. We hope you have it by now.

Items reshipped

On Feb. 24, I sent a check for $6.94 to Hannah Hansen in Los Angeles for a grocery coupon organizer plus other items that were promised in its advertisement. After a six-month wait and two follow-up letters with copies of my canceled check, I am turning to Action for help. Donald Billick

Response: According to a note we received from Hannah Hansen, the merchandise was mailed May 10. Since it was never received, it is being reshipped. We hope you have it by now.

Doubled payment

I had a mammogram on Aug. 10, 1999, at a hospital in Spring Hill. It was read by Spring Hill Radiology. On Oct. 12, I received a statement and check for $26.80 from Blue Cross/Blue Shield of Michigan. On Oct. 13, I wrote a check to Spring Hill Radiology in the amount of $33.50 and sent it to its Brooksville address. The check comprised the $26.80 amount allowed and my $6.70 co-payment.

I continued to be billed by Spring Hill Radiology, so I called on Jan. 18 to ask why. I was told to send copies of my statement and check, which I did, and the billing stopped after April.

On April 18, Blue Cross/Blue Shield drafted a check for $33.50 to Spring Hill Radiology and in turn billed me for that amount, no doubt thinking I kept the first check. I called to inform Blue Cross what had happened.

I have been in contact with various people at Spring Hill Radiology since then and cannot get anyone to refund me for the double payment. Thank you for any help you can give me. Edith McDougall

Response: You're welcome, and thank you for letting us know that you finally received a check from Spring Hill Radiology.

Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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