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Letter: No improvement in customer service from Winair
Published on December 4, 2012 Email To Friend    Print Version

Dear Sir:

I seldom, if ever, write to a third party concerning a problem with a company but I happened to see that back in December of 2009 you featured a story about Winair and among other things their efforts to provide "excellent" service to their customers.

I was in St Maarten with my wife in October of this year and had booked a ticket to go to Saba island, as I have a great interest in volcanic islands. As it turned out, the flight was cancelled due to tropical storm Rafael. The following day we were leaving to go home to Ottawa, Canada, but had arrived at the airport a few hours early. I brought my ticket to the Winair kiosk and requested a refund. It took them two and a half hours to finally provide me with a photocopy stating that I'll receive a refund by check within four to six weeks.

Yesterday was week seven and still no check, so I emailed asking what was the delay. They replied stating that the file had been misplaced and if I prefer they could credit my Mastercard. So I gave them all the numbers they'd need and awaited the confirmation. A couple hours later I receive an email indicating a refund of the amount paid less a $25 processing fee.

They have the nerve to charge me $25 when A) the flight was cancelled; B) they made me wait over two and a half hours at the airport; and C) seven weeks later claim my file was "misplaced".

I'm just curious what their 2009 meeting accomplished. I think these companies in tourist areas take full advantage of people knowing full well that we can't just drive over to their office and complain.

I know that there was another customer who was delayed the same two and a half hours I was waiting for a refund and received the same worthless photocopy as I did. There's no doubt that if I hadn't emailed there would have been no refund. Is this the company’s way of conducting refunds so that most will just forget about it?

We had planned returning next spring and using their airline to island hop but this has changed our minds and we won't return.

Incidentally, my credit card still hasn't been credited. I won't hold my breath!

Wayne Williams
Ottawa, Canada
Reads: 6167

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