08-14-2020
04:10 PM
Hello,
This morning I was scheduled to leave at 0615 but I no longer had my Driver’s License, my niece left with the wrong purse after she left the airport and attempts to reach her were futile, therefore barring any admittance through TSA. I contacted your Customer Service Department 0524 and a return call was received from Marta at 0541, your 2 hour window policy was relayed and any change notification is required within that time frame. The unsuccessful efforts to reach my niece via phone and social media forced me to take an Uber to her residence, she wasn’t home. I contacted your Customer Service again at 0726 and notified Sasha of my dilemma. Two later flights were provided, 1045 and 1300, but a fare increase was included when a change was requested for 1045. Without my purse, payment was not feasible and expressed a need for a return call once alternate measures are secured. The flexibility displayed by Sasha was heartwarming given the morning I had. Still failing to locate my niece, I made another call at 1001 to clarify whether a change can be made by another party, Anna confirmed it was acceptable. An hour later I was notified of the No Show Cancellation. I contacted Customer Service to inquire further and Tabitha reiterates the No Show Policy. I understand the necessity for it, however my frustration is the several calls placed explaining my circumstances, my presence at the gate is not possible without the proper identification required to pass through TSA Screening. It is not a refund I seek but a seat on another flight. I am pleading for your immediate assistance, the option provided for a possible resolution isn’t conducive at this time. My arrival in Kansas is urgent. All and any measures made to help me is profoundly appreciated. Thank you and be blessed.
Therese
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