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Member since November 2018

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1 Review by Gloria



I think that one star is too much but I had to check at least one in
order to post my review. Where do I start? First, they have not one but
several service providers for payments, and only one (according to one
telephone representative) is reliable. I had the misfortune of getting
one of the non-reliable services. I had to switch credit cards from my
husband's to mine because his bank had a glitch that put a lock on the
limit. So I entered my credit card information but there was no place
for the name of the card holder. Hence, the system would not take it.
After several calls, waiting period, and two dropped calls, I get a
representative (Andres) who told me he could not help me but I could
feel free to call again, said "bye, bye" and hung up. Fortunately, I
eventually spoke with a representative who sent me the link for the
reliable payment merchant, and it all worked. However, this was just the
beginning of the nightmare. The next morning I see an email indicating
that the airline had changed fares so now I owed a few more hundred
euros, and then they gave a total amount that was a little less than
what I had already paid. So I replied to the email and asked: is the
total now the sum of what I paid and the reported increase? Or is it the
total amount that you have indicated. The reply was the latter, which
means that I had paid that amount already. So I confirm by email that
they can issue the ticket for the indicated grand total, which I had
already paid (my credit card company had confirmed this). But I call
anyway, just to be certain. And then I get Celina, who tells me that I
have to pay more, and that there are no supervisors available to help
me, and that the best offer she can give me is a reimbursement. I travel
frequently and I have used a number of operations but this one is
disorganized, does not have efficient operations, the representatives
are pushed to get off calls quickly so they have no incentive to help
customers and, what is worse, they cannot communicate clearly,
accurately, or stand by their mistakes like good, honest, business
people do. If you put in an email that the grand total is a particular
amount but you made a mistake, then honor your word and show the travel
community that you are not a scam operation.

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