We were in Vegas this past week for Formula One and flew JSX from Burbank as we thought traffic trying to leave Vegas after the race would be really rough.
Flight Info: LAS to BUR - JSX113 - 11/19/23
Our flight was scheduled to depart @ 8PM on Sunday, we got a notice around 2pm that our flight "may experience Air Traffic Control delays due to the Formula 1 racing event in the Las Vegas area."
@ 3pm - Delayed to 9pm departure
@ 7pm - Delayed to 11pm Departure
@ 8:30pm - Cancelled
We immediately called the support line to find out how we could rebook and sat on hold for approx an hour and a half. Around 10pm we finally got an agent on the line and asked what the options were for rebooking. They offered us a flight on !TUESDAY! or we could fly into Carlsbad (approx 116 miles and 3 hours from Burbank, a $200 minimum uber ride), as all flights for Monday were sold out. Neither of those options worked for us as my sibling had to be on a flight back to Oregon from Burbank Monday afternoon. We asked if they can refund us and we'll book a flight on another airline and we were put on hold. After waiting approx 5 mins on hold, JSX hung up on us. When we called back we discovered their support line had closed and would not reopen until 5am the next morning.
At this point it was almost 11pm and there were no remaining flights to LA that night. We checked back in to our hotel and tried to figure out how to get home. Most flights were sold out or were too late in the day, my sibling would miss their flight. So we booked a 5am United flight to LAX and slept for a couple hours. Made it back to LA and had to uber home to the Burbank area during rush hour.
Finally got hold of JSX that afternoon. They refunded our flight (still haven't seen it hit the account though) but would only offer a $300 travel voucher per flyer, as we were asking for a $300 reimbursement for our hotel and additional travel. We asked to be escalated to a manager, was refused, but told someone from management would call us back within 48 hours. Phone call never came but we recevied a email full of grammar errors, and a confusing additional voucher offer. Their specific wording:
"With that being said, I am happy to honor an additional voucher of $200 per customer, which comes out to a total of $500 per flyer."
The voucher code attached then states it's value is for $400, less than any amount we had been told yet.
As of now we're refusing the voucher on the basis that we would never want to fly with them again after this experience, and my sibling lives in Oregon, an area that they don't service so it is essentially worthless.
Are we being totally unreasonable for a service that brands itself as a premium air travel?
Submitted November 22, 2023 at 05:32PM by fullofpaint https://ift.tt/wNrDuJK
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