Gina A.

Last week I booked a trip to Nairobi for next fall. I screwed up and booked the same time as family engagement. I called back to change the reservation, understanding that there would be a fee to change.
I spent two hours on the phone with the sales rep, most of it on hold. I was able to re-book the flights and was told it would be a total of $904.68 to re-book (difference in airfare was $0 by the way). I gave my credit card info and spent the next couple of hours processing the complete waste of almost $1,000.00.
I then got an e-mail saying I needed to call Flight Hub immediately or my trip could be subject to interruption. I called back and spent another hour and thirty minutes with the sales agent. She told me that the original agent had made a mistake. The total they were going to charge to my card was not $904 but $964... but that was a wrong too... The actual price was $821.00 PER PASSENGER! I had her double check and she then told me the total price to change the reservation would be just over $1,900.00 (just two hundred less than the original price of the tickets in the first place!) I asked to speak to a supervisor, and then was told that the price was actually $1,112.68 total. Again, I requested to speak to a supervisor (and was really losing my patience).
The supervisor confirmed there was a mis-quote initially, and they would have to collect an additional $146.00 from me to process the change. I asked about just leaving the original travel dates, and was told I would have to call the airline myself and co-ordinate the flights, as they had already cancelled my original flights.
In the end, I ate the additional $146.00...
So much for a discount travel site. These people used a total of 4 hours and 2 minutes of my day... (and didn't even attempt to make any sort of compensation for that)
The level of incompetence with these people is staggering. I have never, in all my years of booking trips, been so frustrated!