It's even worse than that. My brother-in-law, who doesn't speak much English, accidentally selected the wrong option at a check-in kiosk in Las Vegas and was upsold some kind of "premier" ticket option that let him board a flight first for the low low price of $42.
After he realized he made a mistake he sought out the airline staff and they told him he had to go to some website which showed that he had checked in, but not the extra charge or option. Eventually he made his way to a service desk at the airport and they told him to call a number after he landed on the other side.
The "customer service" representative then informed him that since he had already taken the flight, he couldn't get a refund.
I helped him file a complaint with the airline explaining the English and the lack of help from airline staff and the confusing remediation directions he received. They responded very quickly informing him that he would not be refunded but to please fly again with them.
He accepted, thought about it, then went directly to the airline staff for help. They basically told him to phone/web/email and ignored him.
The kiosk was one of those touchscreen things so nobody to ask when he was making the mistake.
It is ultimately his mistake, but at the same time, they're keeping >$40 he accidentally spent so he could board an aircraft 3 minutes early. It's kind of silly.
After he realized he made a mistake he sought out the airline staff and they told him he had to go to some website which showed that he had checked in, but not the extra charge or option. Eventually he made his way to a service desk at the airport and they told him to call a number after he landed on the other side.
The "customer service" representative then informed him that since he had already taken the flight, he couldn't get a refund.
I helped him file a complaint with the airline explaining the English and the lack of help from airline staff and the confusing remediation directions he received. They responded very quickly informing him that he would not be refunded but to please fly again with them.