Very poor customer service

Administrator's Comment

Written on: 27/08/2013

We are always willing to go the extra mile our customers when we are able to do so. We are extremely sensitive to ensuring that our customers understand airline mandated fare rules that we display online, not to protect ourselves, but primarily to ensure that customers are well acquainted with the restrictions of their purchased tickets, precisely to avoid similar situations. We wish to stress that as a travel agent we do not set or control fare rules and in fact we are one of few online agencies that provide to their customers comprehensive airline specified fare rules that make the airline ticket purchase as transparent as possible. When customers fail to read the fare rules, despite being required to do so by our online purchase process, we are not able to waive the airline requirements. If the airline was willing to help you as you imply; they could have assisted you if they wanted to, as it is the airline that sets the specific regulations of each ticket. However, when the airline is not willing to waive their fees or override their ticket restrictions, they refer the customer back to the travel agency. Our customer support by phone and email may reply differently but will always give you the information you request based on the ticket’s restrictions.