Misleading processes outweigh lovely customer service stacf

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Ebookers www.ebookers.com
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Guest's review of Ebookers www.ebookers.com

“Misleading processes outweigh lovely customer service...”

★★☆☆☆

written by on 05/08/2012

I recently searched many sites for a business class fare for my father on a long, 24 hour plus, trip. Two or three sites had good deals and I chose ebookers because the total fly time was best. I am located in europe.

I booked using the "business class" selector at the beginning. As I was told there was only one seat, I was perhaps quicker than usual through the process, but I simply did not notice that two legs of the trip were economy, despite having chosen business. After the pament was made i rang to find out why two of six return legs showed economy.

Firstly, their phone system seems calculated to avoid putting you through to an agent. The only option that got me to a person was the sales option. Then they agreed that yes, I had booked business and sent an email to confirm.

I was happy, and did not cancel the flight and take one of the alternatives on offer. However I layer discovered that the flight still included economy. I went back through the booking process to see what had gone wrong, and in unobtrusive print and one side of one of the options there was the word economy. I had not looked for it as it did not occur to me that any flight would be other than business.

After more calls (at a per-minute cost to me) I can say that their staff are lovely, but that they were uninterested in helping me further. They offered me a TWO THOUSAND dollar upgrade, clearly a total price that was so far in excess of the other choices I would not have taken it in the first place. It would have been too disruptive to my father at that layer stage to change the booking in any case.

So I am afraid I cannot recommend them and will avoid using them in future. Tripping customers up by misleading sales processes then leading you in circles on their phone system before you have any chance of speaking to someone is very poor.

Oh, and my email to their complaints department, I was told today, will be ignored because they only respond to complaints AFTER the flight has commenced!!!

They are only about sales, ultimately and unfortunately, but they get a second star beause their staff seemed to care and do what they could, although ultimately without effect.

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