STA Travel

Consumer:

Andy Fekete

2308 24th Ave S.

Minneapolis, MN 55406

Business:

STA Travel

300 Washington Ave SE

Minneapolis, MN 55455

Consumer's Original Complaint :

6/29/07 - 7/11/07

While purchasing an $1100 international flight, I was

informed that I also need to purchase an international

student ID card that STA Travel sells. Other than the

facts that I would be denied boarding on my flight

without possession of said ID and that the card cost

$22, no other details were disclosed.

The ID card arrived haphazardly packaged in an

envelope containing only a sleeve for holding airline

tickets. No information or letter accompanied the ID

card. It contained all of my identifying information

accurately printed. It did not contain my picture. I

discovered by way of misfortune that I was supposed to

insert my own picture underneath a self-laminating

sleeve. Since the card arrived without information

and very few details of it were discussed per my

initial phone call, I mistakenly laminated the card

without my picture.

So I began a 6 hour customer service inquiry spanning

numerous phone numbers, cities and employees of STA in

hopes of simply replacing my card and receiving one

that has my picture. Because the card is to serve as

identification for boarding aircraft, it would seem

mandatory that it contain my image.

I soon found that not only was STA inclined to charge

me 22.00 for a new ID card, they also have a $4.00 fee

for purchase of a card with your picture. Essentially

the card costs $26.00 to be of any use. However,

customers are informed only that it is $22.00 and

required for flight.

Throughout my abundant phone conversations and in

person visits to the local branch I was met with rude

responses such as "how did you get my number," "why

are you calling," "they probably had their phones

turned off because it is too busy" (a rationale I

received from a 2nd office about why I could not

contact my branch during the business hours of

9am-1pm.) Upon visiting my local branch, I also found

myself standing outside of locked STA office doors for

several minutes during normal business hours. During

which employees who were in plain view did not attempt

to acknowledge my presence.

After speaking and recounting my story with employees

attending call centers in Dallas, Tempe, Los Angeles

etc, I finally reached an individual who oversees the

ID Card production for STA. He exemplified the

unsympathetic nature of STA with unprecedented

rudeness. After offering to call the person at my

local branch with which I had visited earlier, he

offered to have my local branch re-issue the ID card

without my picture. If, however, I did want a

picture, it would still be $4.00. I was also curious

about the proposed replacement as I had learned the

id-producing machine was out of service upon visiting

the office earlier that day.

Having purchased a ticket well over $1000, $4 was of

little importance to me. I assured him I was

concerned with the way I was treated as well as the

STA policy of issuing cards without photographs that

are required to board flights. In addition to the

fact that my card had arrived, with no information or

instruction. Finally, I am curious as to what

validity an ID card whose picture is completely

customizable carries.

Consumer's Desired Resolution:

My own reconciliation is not so desirable to me as

would be the refund of the ID Card price to all STA

customers within the past year. It is a

policy/requirement obscured by misinformation,

ambiguity and poor customer service. The refund could

issued by request of consumers via website or phone.

Customers should also receive a letter informing

recent them of the revision.

____________________________________________________________________________________

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