Phoenix man wants 'lower airfare' deal honored

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by LiAna Gonzales

Video report by Gary Harper

Posted on March 18, 2014 at 12:25 PM

PHOENIX  -- A Valley man is fighting an airline for nearly $1,000. And it's money he says he shouldn't have to pay.

We're talking about US Airways, which recently merged with American Airlines. They have a policy that says if your airfare goes down after you book it, then they'll honor the lower price.

It sounds like a great policy, but one Valley man says it didn't work for him, and it cost him nearly a thousand dollars.

"I've been in the military for 12 and a half years," Jason Lee tells us. And because of his service, he says he and his family moved around a lot. So, when they finally settled down in Phoenix, Jason and his family decided to finally do something they haven't done before: a family vacation.

"We're like, let's go to Hawaii and do the corny Hawaii travel trip," Jason said. He jumped online to find the best airline rates. "I spent the whole day just searching and searching for the best of everything, the cheapest and you know the best of everything."

He finally decided on a US Airways flight and booked all of the tickets for around $4,000. But less than 12 hours later, Jason says he got back on the US Airways website and noticed the merger between US Airways and American Airlines had gone through.

“I went on American Airlines, just out of curiosity. Is there a cheaper flight? And it just so happens that on the American Airlines website there was a US Airways round trip flight that was almost $900 to $,1000 cheaper,” he says.

Jason immediately called US Airways to see if he could get that cheaper flight or at least some kind of a credit. "She just told me, well, sorry; I'm not going to be able to do anything for you.”

Nothing they could do? But what about US Airways policy and its "Lower fare guarantee" that states: "When a new lower fare becomes available after a ticket has been purchased, customers are entitled to a lower fare, guaranteed refund."

Even their "24-hour refund rule" states: "You're allowed to cancel your refundable or non-refundable ticket for a full refund within 24 hours of booking." Jason says he qualifies under both of those guidelines, so he doesn't understand why nothing is being done.

"All I asked for them to do on there was just honor what your website said. Honor your policy, honor your guarantee. I did my part I called within 24 hours," he says.

We contacted US Airways, and after looking into the matter for 3 On Your Side, the airline issued an email saying, "We sincerely apologize to Mr. Lee for any inconvenience he has experienced. Our reservations team will be reaching out to Mr. Lee to reissue his tickets at the lower price."

Jason says he is relieved to finally get the issue resolved with 3 On Your Side's help, and says he can use the extra money. "A thousand dollars would go a long way in Hawaii.”

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