Very poor customer service

3.4 / 5
64% of users recommend this

Guest's review of Best Travel Store


“Very poor customer service”

Written on: 23/08/2013

I booked a trip with this people but had an issue with the ticket. The airline was willing to help me but they could not do anything as the ticket was purchased though this site. It would have taken BTstore a call to the airline to fix this quite inexpensively for me but they were just not willing to help. It reminded me of "dealing with a collector to dispute a debt" is the best i can put it. Cost me $400 but it is the price to pay never to deal with them again. What the person on the phone told you was different from what the one responding to the emails wrote back. A robot might as well have been responding to the emails because it did not address any of the issues i was asking.

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Administrator's Comment

Written on: 27/08/2013

We are always willing to go the extra mile our customers when we are able to do so. We are extremely sensitive to ensuring that our customers understand airline mandated fare rules that we display online, not to protect ourselves, but primarily to ensure that customers are well acquainted with the restrictions of their purchased tickets, precisely to avoid similar situations. 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. 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. If the airline was willing to help you as you imply; they could have assisted you if they wanted to, as it is the airline that sets the specific regulations of each ticket. However, when the airline is not willing to waive their fees or override their ticket restrictions, they refer the customer back to the travel agency. Our customer support by phone and email may reply differently but will always give you the information you request based on the ticket’s restrictions.

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