Report Abuse

Report this review to the Review Centre Team

Here at Review Centre we work hard to make sure we are the best place on the internet for honest, unbiased consumer reviews - we are grateful for your help in keeping us that way!

1868750

Why are you reporting this review?

If you represent this business why not claim your page by creating a Free Business Account where you will receive improved review monitoring functionality.


★★☆☆☆

“pushy & rude sales staff”

Written on: 18/02/2013

Id been phoning around for cheap flights to Melbourne - out Feb, back Mch 2013.
When I spoke to [name removed] he gave me flight details that suited and I asked him to hold them as I was uncertain about the fare £795. He said he would send me an 'e signature' that I should return.
My friend who was helping me search told me there was a cheaper fare available which I wanted to pursue, but [name removed] phoned back and was putting quite a bit of pressure on me to sign and confirm his booking. He asked what my hesitation was and I told him it was the fare. He insisted that the fare he was offering was as cheap as I would find it. I asked if I signed, but then found a cheaper fare - would he be able to match it. He said that he would if I could find something within the following 24hrs. I therefore signed the e form on this understanding.

Well I did find a fare of £775.49 - for exactly the same flights as he had booked and I phoned straight back - within 2hrs, but I could only get his answer machine, so I sent an email, as follows -

Hello [name removed],
Many thanks for forwarding the Electronic ticket,

However I wish to remind you that you said that if I could find the same available flight details at a cheaper price - that you would be able to match it.
Well I did find a flight within the hour - with a company called Major and they offered exactly the same flights for £775.49.

I did call you back straight away but was only able to leave a message on your answer phone as you must have left the office.
I have tried to call back again this evening and once again I got your answer machine.
I do hope that this inability to speak with you is not going to affect your promise to match the fares?
I also trust the issuing of the Electronic ticket will not influence the process of a refund.
I know it is only a difference of £25, but it is an important £25 to me!

I would be very grateful if you could get back to me about this at your earliest convenience.
Regards
Fiona Coomber

His reply to me was very dismissive, if not condescending-

Dear Ms. Coomber,

I don’t know where are you getting such fare, in fact cost of the ticket for the same date on Royal Brunei has gone up by £22.
So please let me know, can we charge another £22 from your same card.

Big Regards,

[name removed]

My final reply to him read as follows-

Well [name removed],
I really don't know what to make of your reply.
Your answer sounds disrespectful and mocking.

You have not answered or addressed any of my questions.
I did tell you where I got the fare and you have completely disregarded this information.

When you said that If I could find a cheaper fare that you would be able to match it - I thought you were being serious.
As I do not have a lot of money it matters very much to me to save as much as I can, and I believed that you would honour your word.

You are obviously telling me that the fare has gone up, and of course I will not be paying the increased cost.
Why should I ? - the airlines seem to have an arbitrary fare system that neither makes sense or is anyway fair.
One day its up, the next day its down, its all a game of swings and roundabouts and they make plenty enough profit.
but it doesn't mean I shouldn't try and get the best deal available for myself.

The fare might have gone up £22 since my inquires, but it was available at a lower price on the day you took my booking.

In conclusion, I did not like the way I was treated and would not in good faith be able to recommend your company.

Why was I told that a lower fare would be matched, and then totally dismissed out of hand when put to the test?

all things considered I would say that it was pretty poor customer service.