Pay Your Bill

An agent tells me...

So... I get this caller, young woman, who wants to use her points to book a hotel but her card is suspended for non payment. She wants to know if she can use her points anyway. The way this particular point program works is this: We charge the card the cost of the reservation, then using points will credit back the amount to the card. So basically the card needs to be in good standing so we can charge it.

She starts arguing with me, she wants to put her points towards the reservation.... I tell her she needs to discuss this with card services. So I finally get her to agree to be transferred. She just couldn't understand why she could not use her points.

About 15 minutes later, I get her again! They have not lifted the restriction on her card. She is insisting they told her she could use her points without using her card. Uhhhh, really???

Sooo, I tell her again that I cannot process a reservation for her using her points without being able to initially charge the card... she goes ballistic! She is freaking out that she needs to book a flight TONIGHT!!! She demands to speak to someone who can release her points.

Unfortunately we can't do much to help you if you don't pay your bill. Customer service was able to transfer her points to a frequent flyer account and she was able to book with the airline. I hope she has cash for when she gets there...