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"Bass, Jason" <Jason.Bass2@COMPAQ.com< on 12/18/2000 04:57:18 PM To: "'Eric.Bass@enron.com'" <Eric.Bass@enron.com< cc: Subject: RE: My Complaint letter to America West Where did you send this to? -----Original Message----- From: Eric.Bass@enron.com [mailto:Eric.Bass@enron.com] Sent: Monday, December 18, 2000 4:01 PM To: shusser@enron.com; dfranklin@hanovermeasurement.com; Bass, Jason; daphneco64@bigplanet.com; lwbthemarine@bigplanet.com Subject: My Complaint letter to America West I thought you all might find this an interesting read. Sorry, the complaint form wasn't very user friendly - I guess the person that designed the form is the same that hired there ticketing help. -E To whom it may concern: I recently returned from a wonderful vacation to Telluride. It was wonderful except for the fact that I traveled on your airline. I was originally supposed to leave out of IAH at 6:05 AM on 12/9/00 for Phoenix and catch a 10:00 AM connection to Telluride (the only flight of the day from Phoenix to Telluride). Unfortunately, the flight was cancelled due to the re-routing of our plane because of foggy conditions in the Houston area. I do not blame America West for this; It is understandable to cancel this flight because of the danger involved in landing in foggy conditions. There is, however, no danger involved in taking off in these conditions, which leads me to the point of this complaint. Your ticketing staff in IAH was less than helpful in re-routing us on another airline (Continental/United/American had several flights that could have delivered us to Phoenix in time to catch our connection) so that we could make our connection. Instead, we were told that it was impossible to find a flight that could get us to Phoenix in time for this connection. Subsequently, I called other airlines and confirmed space on flights that would have delivered us to Phoenix on time. It now appears that America West was more willing to sacrifice a day of my vacation rather than pay up to put me on another flight. I am extremely disillusioned with the service we received; Because we missed our connection we were forced to spend a combined 6 hrs in the Phoenix and Houston airports and eventually fly into Montrose, CO where we had to drive 100 miles to Telluride. Instead of arriving in Telluride, Co at 12pm on 12/9 we arrived at 10pm, a full ten hours later. This delay caused the waste of one full day of vacation. Myself and members of my group will never fly your airline again because of this experience. For your research I provide the following data: Persons in Party - Eric Bass, Larry Bass, Kathy Bass, Jason Bass, Shanna Husser, and Donnita Franklin. Final Itinerary (after all changes) - Flt. 2765 Dec. 09 Iah-Phx 8:51AM Flt. 6244 Dec. 09 Phx-Mtj 3:34PM Flt. 6241 Dec. 14 Mtj-Phx 9:00AM Flt. 2273 Dec. 14 Phx-Iah 1:15PM Sincerely, Eric Bass
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