Written on: 03/09/2013
This was my complaint letter to them after they took my money but didn't issue my ticket and after endless fruitless and frustrating phone calls to them.
"Please consider this email as a formal complaint against DialandFly Company for your appalling customer services which I was very unfortunate to be at the receiving end of.
Unfortunately dial and fly did not book this ticket as A had said he had. I was very unhappy and upset to receive a call from them today( 3/9/13) informing me that the ticket had not been booked and was no longer available and that I had to pay for any extra costs that would be incurred in getting another ticket booked with you.
I objected to this but he stated that it was not his fault but A's fault, who has since been fired. He also stated that Dial and fly company would not meet extra costs incurred in booking another ticket.
I find this appalling because it is clearly DialandFly's fault that you did not book my ticket even when I had fully paid for it and yet I am still expected to pay for further charges.
It is also appalling that the customer service team did not inform me of their failure to book my ticket earlier despite my numerous calls asking for this e-ticket to be issued. The customer service advisers (including Sam) lied to me on several occasions that they were dealing with it and promised to call me back within the hour which they never did. They would also pass me around to different customer service advisers to deal with my enquiries and complaints, with some even pretending to be the manager and giving me bogus names when I asked for their names.
You have severely inconvenienced me both financially and in time wasted. You have also caused me great frustration and distress because of this very bad experience.
I therefore request that I be refunded the full amount of money I paid for this ticket so that I can seek for better services elsewhere. "
After all this fuss they eventually agreed to find me another ticket at no extra cost to me and issued the ticket that very same day but a month later to when I should have received it in the first place and with 6 days left to my travelling date.
An experience I never wish to be repeated on me again nor on anybody else....