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“A true test of a company's quality is how they deal...”

written by se1neone on 12/04/2009

Good Points
The flights seem cheap.

Bad Points
Terrible service.
Customer Care is the worst service I have ever experienced.

General Comments
A true test of a company's quality is how they deal with your flight when something goes wrong. For this, Dialaflight are the most incompetent company I have ever used.

I booked flights with Dialaflight for me and my family to go to Thailand in December 08'. However, the week before our departure date, the Dialaflight rep called me to cancel our flights due to the protests in Thailand's main airport. He then suggested some possible flights in February instead - I asked him to hold the tickets whilst I consult my family that evening. Instead, without my consent he booked the tickets after that very conversation.
Unaware of this, I called him the next day to confirm that we didn't want the tickets - and he told me that was fine. He also confirmed that I would be getting a "full refund" for the flights.
After two weeks I called to inquire about the refund, and ask about booking some new flights to Thailand. It was only at this point that they told me that we were 'going in February' and that the 'full refund' was for £300 and not the full £3100!
I have been dealing with Customer Services who are in complete denial of the awful conduct of this situation. My dispute with them has been carrying on for over three months. They have offered half the money back - this means they still willing to make me and my family pay around £1000 for their mistakes.

With more political upheaval expected in Thailand over the coming year, I really would not advise to go with Dialaflight, they are completely incompetent and do not have a clue how to deal with any changes in flights. They will only leave you disappointed.