TERRIBLE TERRIBLE COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Administrator's Response to ABLA82's Review

Written on: 13/11/2013

When you contacted our office to make changes to only one of the passengers in your booking, our agent provided you with the applicable airline penalty plus the fare difference due to your new dates of travel. You opted not to proceed with the change at that moment and advised that you will contact us once ready. When you called our office again on Saturday, November 9, 2013. Our agent advised you to send us an email requesting the cancellation of only one passenger from your booking, but, instead, you used the “Cancel Reservation” feature we provide online when a customer wants to cancel the entire reservation, including all passengers. You claimed that you were using a tablet and clicked on the feature by mistake. However, when this feature is selected, our system will generate the following message as a warning: You are about to cancel the entire reservation for all passengers and automatic penalties apply - this critical action cannot be undone under any circumstance. If you need to cancel specific passengers only, while preserving others, please contact our Customer Service. CLICK HERE to learn more about flight itinerary cancellation BEFORE you click the Cancel button. Remember to review fare rules on the bottom of this page. Therefore, even when you have clicked on it by mistake, you still had the chance to stop the cancellation at that moment.
Our agent advised you that since the airline had sold out all the seats on the applicable class of service in which you were booked on, we had to contact them to see if they could re-instate your cancelled reservation. The airline would, typically, charge the equivalent penalty for this service as they would for a change request to your dates of travel. According to the rules of your ticket; the fees were $300 plus our $100 service fee. On Monday November 11, 2013, our agent contacted the airline to see if you could be assisted by reinstating your reservation without having to pay any fees. The airline was willing to allow a one-time penalty waiver and reinstated your reservation without any fees. At 12:00Noon PST, we provided you with this information via e-mail. You, then, spoke with one of our managers at 3:30PM PST on the same day and, once again, were advised of the same information. We don’t see how you can imply that we are a “bunch of scumbags” and that your experience was “very bad” when we have assisted you in every possible way. As you have mentioned, the airline was willing to assist you with a fee of $250, and yet we were even able to have them waive all their fees for you in a timely manner.