Best Travel Store www.bt-store.com Review

★★★☆☆
3.3 / 5
61.5% of users recommend this

Guest's review of Best Travel Store www.bt-store.com

★☆☆☆☆

“FFFFFF..This is the worst service I have ever had with...”

Written on: 14/10/2010

FFFFFF..This is the worst service I have ever had with the most unprofessional people. I booked a ticked through many issues. First, right after i booked the ticked I called customer service to confirm and I realized how they lack courtesy, professionalism, and customer service caliber. The analyst was very brief and hang up on me.He literately said he does not care about the customers he is servicing. Worst is the fact that when I called them and tried to make a change to the ticket as i have an emergency. I was advised by two of their unprofessional and rigid CSRs that I could change it if i pay a fee of $250, I agreed to the charges. I changed my plans and then I received an email stating I can not change it. I checked my confirmation and found nothing about this restriction. I called again the Best Travel Store and faced the same rigidity, lack of listening and communication service. I received an email stating that I can not change the ticket. Very disappointing experience. I then called directly the air line carrier and and finally was able to speak to a world class customer service who explained to me very thoroughly that BTS got the cheapest price bracket for me with restriction.

I did not get the value for the price I paid and worst I got the worst service where BTS does not care. I learned a good lesson today. We should stop such a business behavior and I am going to report this to the Better Business Bureau.

Please do not buy any ticket from BTS.

  • Value For Money

  • Yes

    Have you booked through this tour operator before?

Markosokol's Comment

Written on: 15/10/2010

We are replying to the below review by the customer who falsely complained about poor customer service after purchasing a non-changeable airfare that did not permit him to change the return date of his trip due to airline restrictions. Instead of accepting the fact that he willingly and knowingly purchased a very restrictive airfare the customer launched a smear campaign against Best Travel Store in an effort to force us into covering the cost of purchasing a new airline ticket for his return flight, since he did not want to use the originally purchased flight date.
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<br/>Original reply to customer (name is removed intentionally):
<br/>
<br/>Dear Customer,
<br/>
<br/>We received your recent complaint about you being unable to change the return flight due to airline mandated restrictions that govern your airfare purchase. On 7/14 you purchased from us the cheapest non-refundable and non-changeable fare and you stated online that you understood and agreed with the airline mandated fare rules that state (in relevant part): "CHANGES ANY TIME CHANGES NOT PERMITTED". 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, without any hidden fees with the intent of "tricking" their customers, as you falsely imply. 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. In fact you called the airline yourself and learned that the fare you purchased was indeed non-changeable and the airline was not able to assist you in the matter either. Therefore our customer service performed no better or worse than the airline's customer service - we both told you exactly the same thing, that your fare is non-changeable. We regret that you chose to file your grievance through the Better Business Bureau and by filing a very negative and false review on the Internet. We are being forced to reply accordingly. We are always willing to go the extra mile our customers when we are able to do so. For this reason our agents asked you yesterday if you could provide to us medical documents that could demonstrate to the airline that you needed to postpone your return due to passenger or relative sickness. Unfortunately, we did not receive any such document for your side. When customers willingly and knowingly purchase the cheapest and most restrictive fares, where airlines themselves prohibit any changes, and when passengers are not willing or able to provide us with medical papers demonstrating a family emergency, we are powerless in trying to obtain itinerary changes in violation of airline rules. We hope this letter is helpful in explaining your matter.
<br/>
<br/>Sincerely,
<br/>
<br/>Marko Cadez
<br/>Manager
<br/>------------------------
<br/>Best Travel Store Inc.
<br/>694 W. Foothill Blvd.
<br/>Monrovia, CA 91016

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