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Fanie G.

  • 1 Review
  • 1 Helpful Vote
  • 0 Thank Yous

Experience: Travel

Member since July 2019

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1 Review by Fanie

This agency gives an horrible service. First, I went to the airport to catch my flight to Tunisia with Royal Air Maroc. They tell me that there is a problem because the name on the plane ticket is not the same as the one on my passport (They actually just switched my last name with my name...)They tell me that I have to call my travel agency. Right away I call them. I explain the situation. They told me: we can't do nothing right now because it takes days to make a change on the plane ticket and it costs money. OK I want to pay, please do something, I am going to lose my flight (1250$) and the hotel I reserved ( 2000$). It took me months to save this money for this trip. I spent 2 hours trying to solve the problem with them, They were not able to help me. I lost my flight. I had to return home, I was deeply sad and frustrated. The day after called back to know if they could help me. The guy was arrogant, he told me it was my fault cause i did not check my ticket. I DID CHECK. But I couldnt know that there was a mistake, because it was my real name that was showing. Example: its written: Name of passenger: Fanie G... The mistake is that it should appear like this: G... Fanie. But its not showing surname/given name. So i couldnt know that it was reversed. Impossible. Its a good thing that I know a lawyer that wants to help me. Because to his point of view, they should give me a refund, or at least an amount for all of those problems. My vacations were ruined. When I was on the phone with them, both times, I asked to speak to a supervisor, and they would'nt let me. And there were no empathic at all. I will do EVERYTHING SO I CAN GET A REFUND.
Travelgenio T. – Travelgenio Rep
Hi Fanie, as it is an authomatic process, names are issued as introduced by passengers and confirmed in the booking process. In our terms and conditions it is also written http://us.travelgenio.com/pages/travelgenio-terms-and-conditions - MODIFICATIONS, CANCELLATIONS, REFUNDS AND REISSUES: "Name changes of passengers are not allowed by airlines. Should you need to change names and surnames on your booking, you will have to cancel the completed booking and get a ticket refund (should your tariff allow it). For this reason, please pay special attention to the spelling of any passenger names and surnames while filling in your booking forms.". This conditions are also accepted during the purchase. If you need us to check it, do not hesitate in contacting us in customer.service@travelgenio.com. Regards

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