Recently I purchased a round trip ticket for my daughter. About a week later I checked my bank account and noticed they charged me twice. When I called to have it corrected, they advised that it was a technical glitch that caused everyone who made a purchase over a 3-4 day period to be charged twice. In my case it was just over $1,000. They advised it would take 5-7 days to fix. It took them 6 days to fix and then my bank advised that they were holding up the refund for another 5-7 days due to the manner in which they made the refund. I understand technical glitches happen, but at no point did the company contact me about the problem or the solution. No apology or explanation. I had to make the calls. Thank goodness I checked before writing checks that would have bounced. Because of how long this is taking, I will receive late payment fees for some of my bills.
When you make this large of a mistake, you should notify your users and at least make some type of amends, not just hope that no one will notice. You really should fire your PR person, if you even have one. If you don't you should hire one or at least a consultant who will advise you on how to properly handle situations like this. Your company was put to the test and you failed on this one. I hope you do better next time. But in my case, I will not use your service again.
Recently I purchased a round trip ticket for my daughter. About a week later I checked my bank account and noticed they charged me twice. When I called to have it corrected, they advised that it was a technical glitch that caused everyone who made a purchase over a 3-4 day period to be charged twice. In my case it was just over $1,000. They advised it would take 5-7 days to fix. It took them 6 days to fix and then my bank advised that they were holding up the refund for another 5-7 days due to the manner in which they made the refund. I understand technical glitches happen, but at no point did the company contact me about the problem or the solution. No apology or explanation. I had to make the calls. Thank goodness I checked before writing checks that would have bounced. Because of how long this is taking, I will receive late payment fees for some of my bills.
When you make this large of a mistake, you should notify your users and at least make some type of amends, not just hope that no one will notice. You really should fire your PR person, if you even have one. If you don't you should hire one or at least a consultant who will advise you on how to properly handle situations like this. Your company was put to the test and you failed on this one. I hope you do better next time. But in my case, I will not use your service again.