The information is not totally correct. This customer booked through our online reservation system that is very detailed and has our complete policy and procedures and frequently asked questions sections. the policy is very well detailed. when this client called after hours she...
was told about that policy and she became indignant and kept saying that she had just booked the reservation that day and then realized she couldn't go. She was told a second time about the policy. we are closed Sundays. she called again on Monday and was somewhat rude to our staff person telling her she expected a phone call from us. she put her on hold and then asked me about the entire situation. I told my staff person that the information she received over the weekend was correct and to tell her that. she did and almost immediately put her back on hold and told me the woman was yelling at her. i then picked up the call and reiterated our policy and told her we would give her a credit. she responded that she wanted a refund because she never planned on using our $#@& company again. At that time I responded to her that if she was never planning on using us again why should I bother helping her? at that point, she kept being indignant some more and kept repeating that we didn't offer her insurance, as I tried to explain the insurance in our FAQ section she just kept repeating derogatory remarks about our company and which time I said, "let me get it straight, you're upset with us because you are too stupid to read your own calendar, you booked a trip with us without reading all the information and your mad because we don't want to set a precedence and reward your mistake.? at that point she started yelling and I told her I would no longer help her and I would end the conversation. she called back 7 times in the next 2 minutes disrupting our office until I had to threaten her with police action if she called again. we will give her an in house credit, as per our policy, but will be reluctant to help her in the future.
1. I assume that where she uses the word "plan" she means "plane"2. They were given a set of their documents when they booked the trip and then emailed a full copy. They were told when they were here that there were not good seats that were not premium and that they would need to wait...
until they checked in.3. on June 28th, when they were told their balance was due, the wrote that they were having financial burdens and wanted to know their options on canceling the trip. 2 days later, we wrote again and they told us their were paying their balance and paid it on June 30th. 4. Clients came back from their trip to Punta Cana. they called because they were upset that they paid over $200 for reserved seats that they purchased just prior to departing. When they booked the trip, no good seats were available and they were told to wait until they got to the airport. A couple of days prior to their departure they called the office and spoke to our employee, I was out of the country, and the wife of the lead passenger was concerned about the spelling of her name and the non-assigned seats when she checked in. There were only the preferred seats at extra fees, the same as when they booked. She called. We informed her that the name was correct in the system and that the only available seats online were for extra money but that she should wait until she got to the airport to have them assign the seats at no charge. she responded that she wanted to be guaranteed her seats and that they were together and, against our suggestions, she purchased seats in both directions. She also purchased seats at a higher rate than the lowest rate available. She also complained that she was not given the information for the transfer company. In her documentation was the name of the transfer company AND their previous name since they changed names. They wanted us to pay for their seats even though we told them NOT to purchase them. The day of check in they would have gotten them for free. Airlines are required to have seats for every passenger they sell a ticket to. It is NOT a requirement to select seats in advance, the airline does assign seats. As an offer of goodwill we offered them an in-house credit of $100, even thought we did nothing wrong nor did we owe them anything. They turned it down. These clients made a choice to buy seats. They were told to wait. They were told they would be assigned. She chose to purchase them. We are not responsible for that. Had she gone tot he airport and was told there were no seats, THAT we would have been possibly responsible for. Not for purchasing them in advance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I just didn't want to lose all of the money. And just to be clear, the woman that I spoke to on the phone was very pleasant when I explained who I was. I had expected a phone call because that's what I was told would happen. I never used profane language but did say I would not want to do business with them again after the way I was screamed at and called stupid and incompetent. A customer service background keeps you from speaking to people that way. After I was hung up on I did call back twice (according to phone records) because he would not give me an answer about how to receive/ use the credit. I still don't know. I don't know how long it is good for? Do I have to call? Can I do it online? Do I get a voucher of some sort? I'm just sorry any of this had to happen and that it wasn't done in a more professional manner. It was bad enough for me to feel the need to contact you. I had just never felt so belittled and verbally abused before. I hope I never do again.
Regards,
[redacted]
The information is not totally correct. This customer booked through our online reservation system that is very detailed and has our complete policy and procedures and frequently asked questions sections. the policy is very well detailed. when this client called after hours she...
was told about that policy and she became indignant and kept saying that she had just booked the reservation that day and then realized she couldn't go. She was told a second time about the policy. we are closed Sundays. she called again on Monday and was somewhat rude to our staff person telling her she expected a phone call from us. she put her on hold and then asked me about the entire situation. I told my staff person that the information she received over the weekend was correct and to tell her that. she did and almost immediately put her back on hold and told me the woman was yelling at her. i then picked up the call and reiterated our policy and told her we would give her a credit. she responded that she wanted a refund because she never planned on using our $#@& company again. At that time I responded to her that if she was never planning on using us again why should I bother helping her? at that point, she kept being indignant some more and kept repeating that we didn't offer her insurance, as I tried to explain the insurance in our FAQ section she just kept repeating derogatory remarks about our company and which time I said, "let me get it straight, you're upset with us because you are too stupid to read your own calendar, you booked a trip with us without reading all the information and your mad because we don't want to set a precedence and reward your mistake.? at that point she started yelling and I told her I would no longer help her and I would end the conversation. she called back 7 times in the next 2 minutes disrupting our office until I had to threaten her with police action if she called again. we will give her an in house credit, as per our policy, but will be reluctant to help her in the future.
1. I assume that where she uses the word "plan" she means "plane"2. They were given a set of their documents when they booked the trip and then emailed a full copy. They were told when they were here that there were not good seats that were not premium and that they would need to wait...
until they checked in.3. on June 28th, when they were told their balance was due, the wrote that they were having financial burdens and wanted to know their options on canceling the trip. 2 days later, we wrote again and they told us their were paying their balance and paid it on June 30th. 4. Clients came back from their trip to Punta Cana. they called because they were upset that they paid over $200 for reserved seats that they purchased just prior to departing. When they booked the trip, no good seats were available and they were told to wait until they got to the airport. A couple of days prior to their departure they called the office and spoke to our employee, I was out of the country, and the wife of the lead passenger was concerned about the spelling of her name and the non-assigned seats when she checked in. There were only the preferred seats at extra fees, the same as when they booked. She called. We informed her that the name was correct in the system and that the only available seats online were for extra money but that she should wait until she got to the airport to have them assign the seats at no charge. she responded that she wanted to be guaranteed her seats and that they were together and, against our suggestions, she purchased seats in both directions. She also purchased seats at a higher rate than the lowest rate available. She also complained that she was not given the information for the transfer company. In her documentation was the name of the transfer company AND their previous name since they changed names. They wanted us to pay for their seats even though we told them NOT to purchase them. The day of check in they would have gotten them for free. Airlines are required to have seats for every passenger they sell a ticket to. It is NOT a requirement to select seats in advance, the airline does assign seats. As an offer of goodwill we offered them an in-house credit of $100, even thought we did nothing wrong nor did we owe them anything. They turned it down. These clients made a choice to buy seats. They were told to wait. They were told they would be assigned. She chose to purchase them. We are not responsible for that. Had she gone tot he airport and was told there were no seats, THAT we would have been possibly responsible for. Not for purchasing them in advance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I just didn't want to lose all of the money. And just to be clear, the woman that I spoke to on the phone was very pleasant when I explained who I was. I had expected a phone call because that's what I was told would happen. I never used profane language but did say I would not want to do business with them again after the way I was screamed at and called stupid and incompetent. A customer service background keeps you from speaking to people that way. After I was hung up on I did call back twice (according to phone records) because he would not give me an answer about how to receive/ use the credit. I still don't know. I don't know how long it is good for? Do I have to call? Can I do it online? Do I get a voucher of some sort? I'm just sorry any of this had to happen and that it wasn't done in a more professional manner. It was bad enough for me to feel the need to contact you. I had just never felt so belittled and verbally abused before. I hope I never do again.
Regards,
[redacted]