Peter Greenberg: Redeeming an Airline Ticket Credit

By: Peter Greenberg | Source: AARP.org | 2008-02-23

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I purchased a round-trip ticket for my grandson and my sister last summer from Continental Airlines. My grandson signed up to play football and canceled his flight about one week before departure. He received credit-confirmation number CZEHPQ for $237.50. The airlines' customer service says the credit is non-transferable.

The dilemma is that my grandson is only 14 years old and would need to travel as an unaccompanied minor, adding $100 round trip to his fare, in addition to the $150 fee to redeem the ticket, making the credit moot.

Can you help me have the credit transferred to me for my personal travel?

Thank you for your consideration.

–Lillian, Searsport, Maine
 
We contacted Continental on Lillian’s behalf, and here's what spokesperson Julie King had to say about the situation:
 
"[A transfer of this kind] depends on the type of fare that was originally purchased.
 
"Lillian purchased a restricted ticket for her grandson’s travel. It was a nonrefundable fare, and any changes made to the original itinerary would incur a $150 fee. The reservation record documents that these restrictions were explained to Lillian upon purchase. Given that she made changes to the original itinerary (her grandson canceled and now wants to rebook), the $150 change fee applies.
 
"Customers can avoid paying change fees by purchasing less-restrictive fares that allow for changes and/or cancellations. Less-restrictive fares can cost more initially, yet they may be a good investment if someone needs more flexibility in his or her travel plans.
 
"As a one-time gesture toward good customer relations, we are able to issue Lillian an electronic travel certificate for her to use for personal travel. While she will still incur the $150 change fee for changing the original itinerary, when she uses the balance amount, she will not incur charges associated with an unaccompanied minor traveling."
 
So in other words, if you are going to buy the lowest-priced ticket available, remember that it's usually the most heavily restricted in terms of changes.

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