Alisha M.

I booked a flight online for early evening, I didn't get a booking confirmation to my email, due to a typing error on my part, so I used the online chat service to speak to someone. I didn't have my booking reference or a valid email for them just my name and the flight details I had booked, the guy was friendly and said he would forward it me. This was very late evening so I didn't check until the morning in which I found the flight times were very different to what I had booked. I rang customer services only to be told 'no you are wrong' and saying they had a 'screen grab' of me purchasing the later flight time, this picture only showed the price of the flight and time, none of my details or how many passengers or a confirmation, it was merely a pre booking page unrelated to myself. During the time frame of 1-7pm I spent nearly 4hours on the phone, being spoken over, referred, put on hold endless times and sometimes the phone would say 'the number you have dialled is not in service' after being put on hold for 40 minutes. I asked the first man I spoke to, to provide me with an email address that will be responded to promptly to address the problem within 24hours, I later found out the email provided (*******@cheapoair.co.uk) was an 'not urgent' query email. When someone did speak to me they didn't offer a solution just that I would have to pay $200 per ticket to change the flight to the earlier time. My ticket only cost £118pp and both flights cost the same, the flight is also for 7/8 months time, so the company would be at no loss to put it back to my original flight that I discussed online with someone. I even said I'd pay the difference is price changes that had happen since I booked it less that 24 hours ago. In my concluding phone call a supervisor called Irene was very rude and even ignored more for long periods of time, which I pointed out to her and she still did not reply. I expressed I had not once received an apology for the incident in the first place, being told I'd get called back within an hour, or for rude behaviour. Customer service training has obviously not been provided to any staff members at CheapOair. I will be escalating this further as the service I have received has been disgusting.