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“Disappointing Service”

written by jemarlet on 25/10/2016

I booked a flight with OneTravel during Hurricane Matthew (October 2016). My flight was with Bahamasair and scheduled to leave Nassau at 11:00 on October 5th. The airline stopped operations at 10:00 that day due to the impending storm. I realize that OneTravel cannot control weather, but I was very disappointed in the responses I recieved from customer service over the following WEEKS. When I made it back to the states and called requesting a refund, OneTravel told me that only the airline could issue that. The phone number they gave me rang for an extended period of time and then I got an automated voice stating "all of our agents are busy, please stay on the line for next available operator." Then the call disconnected... every single time I called. I tried every other number on the webpage to no avail. When I called OneTravel again, they told me that I needed to deal with the airline to which I refused and told them all that I had done to get in contact with them (including all the phone calls and emails). They tried the number they provided me and got the same automated message then a call that disconnected. Rather than help at that time, they told me to email the company again and that I would have a response in 24-48 hours. 4 days later, when I still had not heard from Bahamasair, I contacted OneTravel. By this time, I had contacted the company which provided trip insurance. They agreed that the money should be refunded and provided the claim slip. The only thing I needed was a letter stating the flight was cancelled, which is why I was once again on the phone with OneTravel. This time they stated they would give the information to another department and someone would contact me in 2 business days. I have worked with third party booking companies before and never ran into this much trouble due to cancelled flights. I have never booked with OneTravel before this and from my experience I will not book with them again. The trip was meant to be relaxing, but after getting stuck for an extra 3 days, most spent in a hurricane shelter, and then working for a month to get my money back, it has been anything but!