written by lb9613 on 18/06/2014
I booked a return flight from London Heathrow to Sydney with Hoodaki. Initially the service was ok and my outbound travel plans went smoothly. However, Due to route closures from Sydney to Hong Kong my travel plans had to be changed. Hoodaki did not notify me of this route closure, I contacted my agent via email 4 times with no reply. As I was overseas a family member rang the agent who then looked into the changes and got in touch with me. My flight between SYD and HK was changed to a new airline and I was assured all was ok and could be viewed in my online booking, which it was.
The night prior to returning to the UK I went online to double check my booking to find it was no longer there. After speaking with Hoodaki agents via webchat for almost an hour they were unable to find my booking and said I had to wait until 2pm UK (11pm Aus time) time to speak to my specific agent - not ideal on my last night in Australia. I again asked a family member to speak to the agent and try and sort everything out. The agent was dismissive and unhelpful, and maintained there was a booking which he had confirmed with the airline.
I arrived at Sydney airport to find there was a reservation for me on the flight but no booking - the ticket from the original flight had not been reissued. It was uncertain whether this could be rectified prior to the flight leaving Sydney. After a long wait at the customer service desk it the ticket was reissued and I made my flight.
I am very disappointed with the service I received from Hoodaki, the staff were unhelpful and lacked in compassion and customer service skills. They did not put me at ease or reassure me prior to my return back to the UK. I would not use this service again or recommend them to family or friends.
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