Parris K.

Having booked a return flight for a client from the Caribbean to the UK - the client needed to stay longer than initially planned. From the airport four hours prior to departure I called the agent and attempted to rebook the flight. First off the clerk I first spoke to quotes me an amendment charge of £300 which I was willing to pay, as I started talking the call was cut off. I immediately called back and speaking to another clerk was quoted amendment charge of £176 I questioned the change in charge and began reading out my c. C details when the call was cut off again.

Perplexed I called back again and was told I couldn't amend the ticket because the cut off time for flight changes had passed, arguing the point I was passed to a supervisor who then gave me some $#*! and bull story about the ticket having been cancelled by the airline. As I was at the airport it was easy enough for me to check this information which the airline West Jet assured me was untrue. And so I called back the agent and was horrified to be told that the cut off time had passed the ticket was now null and void.

On arriving home I took up calling to speak to someone in management concerning the issue and after being pushed from pillar to post and supervisor to supervisor for three days was called by a supposed manager who assured me of a refund (in return flight) due to the mishandling of enquiry by their staff. I asked for confirmation via email.

That same Saturday afternoon I called back to explain that no email confirming ticket refund had been received and was told to check my spam that the email had been sent out. I called back Sunday morning to ask again why I could see no confirmation email and was told by a rather rude agent that he could see the email had definitely been sent, I obviously didn't know what to look for. I politely asked him to resend the email to which he said okay ma'am.

I waited three full working days to see whether or not this 'confirmation email' would mysteriously materialize. Calling GoToGate back this morning 15th of October (two weeks after flight date) to be told I would not be receiving a refund because the airline would not give a refund.

The airline West Jet assured me on September 30th that as according to my booking reference details that the ticket stock was not theirs but GoToGates responsibility. And so I am left here stressed out and at my wits end in not knowing what to do

These people based in India are taking people for idiots there policies change from clerk to clerk and they practice to deceive something needs to done by law because ultimately this business is not complying to the regulator