Cindy P.

HORRIBLE, HORRIBLE COMPANY! I needed to change a flight last year, which they did happily, stating that it was no problem--I would have a $200 credit for my use on a future flight taken within a year--which I tried to do. When I got ready to book the flight and use my credit this year, I found I needed to speak with a customer service rep to use it--could not do it online. I was then told I needed to be transferred to a different area because the year was almost up--none of them could find my flight even though I had ALL the correct information. They transferred me incorrectly 4 times, disconnected me 3 times--once after being on hold over an hour, and then I WAS ON HOLD FOR OVER 5 HOURS on one call! I called the next day to try one more time. I figured if they were willing to put me on hold that long, it was not going to be on their toll-free line. I called the number for people who are out of the country. Using my cell phone it makes no difference for me, but might cost them more. Surprise, surprise... I got through much faster and was immediately sent to a supervisor. Overall though, it was still unacceptably slow service--1 hour this time. The supervisor was able to find my flight and credit, but told me to to be able to use it I would have to pay a $200-$300 re-booking fee! That, of course, canceled out the credit or would have cost me more! I then asked why this was not disclosed when I changed the flight? I would have never made the change. He apologized, but offered no help. The customer service reps are outsourced from overseas, and though polite, and are very, very difficult to understand. They also, apparently, do not give you all the information you need. I also believe that the transfer number is a dumping number that is intentionally not answered--5 hour hold time is proof enough for me! I will NEVER book a flight with this company again! I will NEVER recommend them to anyone. In fact, to help people avoid a similar nightmare experience, I will let people know what happened to me so they make an informed decision. DON'T WASTE YOUR MONEY! Book directly with the airline yourself. Same prices and way better service.