Nadira A.

DO NOT PURCHASE YOUR TRAVEL THROUGH ONE TRAVEL, CHEAPOAIR or any affiant. About a year ago I purchased a ticket through ONE TRAVEL to go home to Dominica via San Juan however, 4 days after purchasing this ticket Hurricane Maria a CAT 5 hurricane hit both Dominica and San Juan, the destruction to both countries completely imaginable! I reached out to ONE TRAVEL the very next day to explain the situation and to ask for a refund which they responded that the ticket was nonrefundable, they didn't care or acknowledge the natural disaster! They didn't offer me a credit, they didn't apologize, they expressed no sympathy for what my family and I were going through. I asked to speak with a manager and I was hung up on. I then decided to call my bank and asked if I was able to charge back this purchase due to the circumstances and they were willing to assist. THEN I received a VERY NASTY call from a claim specialist from ONE TRAVEL. I explained the situation almost in tears as this was truly a devastating experience for my family and I and without even apologizing she begins to tell me how I am going to lose this charge back because they see no proof or evidence and this purchase is non refundable. I pleaded with her, told her I have no home to go to, she's not even giving me a second option she's just flat out telling me I have to keep this ticket. I found it extremely insensitive and rude what she was saying to me. I then wrote ONE TRAVEL a very lengthy complaint to which a manager called me back and offered me a partial credit, partial refund. Well that was too good to be true I should have just ATE the credit because here I am again dealing with once again HORRIBLE customer service. I called and rebook my ticket to Dominica a year later using my credit, I received a *ticket confirmed* email and even paid an additional $180 fee to make up the amount and get everything booked. Fast forward to the day I am returning from my trip Oct 30, I get to the airport only to discover that there is no seat for me on the flight due to my ticket never being paid for. When I asked the ticket agent to elaborate he tells me that my ticket was never paid for by ONE TRAVEL and was therefore cancelled. I immediate pick up the phone and call ONE TRAVEL, after going back and forth with an incompetent agent who could not find my booking I finally got a manager on the phone who was able to find it immediately. He then proceeds to tell me the reason my ticket was not booked was because my credit expired so no ticket could be booked with it "huh?" I had confirmation emails and great email proof that I had a booked ticket even though he said he sees no such emails in the systems. I then proceed to read the emails to him to which he responds "ohhh I see them now" This went on for about an hour all while I am standing in the airport, my flight is now on the ground and now the ticket agent is holding the flight while ONE TRAVEL figures it out. The agent held the flight for 30 mins and when he couldn't hold it anymore he stated that he could get me on the flight to Antigua but the flight to San Juan was full because my seat was never held by ONE TRAVEL. If I missed this flight the next flight out wouldn't be for another week. I needed to get off the island so I paid $340.66 to get out of Dominica. When I got to Antigua the flight to San Juan was off course full and they advised me that the only thing they could do is send me back to Dominica, not happening. I then had to purchase a ticket from Antigua to Miami for $648.93. I AM ANNOYED! When you book and pay for a ticket the last thing that you expect is to show up to an airport and not have one! I get back to the US and immediately call ONE TRAVEL to explain the situation, right away they let me know that this has been sent to a manager and that they need me to allow 72 hours to investigate. That 72 hours lead to 5 different managers, now going on 35 DAYS. Everytime I call I have to speak with a different manager, explain the case all over again, then I am asked for more time. Finally a manager called me back and said that they would be willing to refund me $340.66 but not the rest because the airline booked me on a full flight. ITS BETTER THAN THE FLY YOU COMPLETELY DID NOT BOOK ME ON. This isn't my fault, its not the airlines fault. IT YOUR FAULT and I would like to be reimbursed. Such an inconvenience, and unnecessary stress when travelling. People give their money to you and trust you for a service and you let them down this way it isn't cool. 35 DAYS LATER ALL THIS STRESS AND I STILL CANNOT GET AN INCH OF CUSTOMER SERVICE OR SOMEONE TO SYMPATHIES WITH ME ON THIS AND DO THE RIGHT THING! You should be ashamed of yourself as a company and a brand and stop stealing your customer's money!