Vayama Reviews (%countItem)
Vayama Rating
Address: 99 Almaden Blvd #880, San Jose, California, United States, 95113-1618
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Address: 99 Almaden Blvd #880, San Jose, California, United States, 95113-1618
Phone: |
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Web: |
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E-mails: |
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Add contact information for Vayama
Ater the Hurracaine Harvey came to Houston, my travel plans for October changed. It would be impossible for me to plan an European vacation one month after all this we are experiencieng right now.
I called the airline and they said they were willing to send me a travel voucher instead in Vayama requested it.
So far, I have contacted the airline about 11 times by phone and 4 times by email.
When you call, if you don't get disconnected, they aabsolutely refuse to listen to you, let alone help you.
I hope I eventually get an answer via email.
All this is very, very, frustrating.
Hello *** -
As I communicated in a previous communication you posted on this, from my review and to be clear, your booking is for departure in early October. At this time, Lufthansa has no special policies in place that would allow for refund or changes of your current booking outside of the fare rules provided at the time of ticketing. With that being the case and without Vayama being provided very specific and direct information from Lufthansa to the contrary, your booking remains as ticketed and is non refundable.
If in the future the policy should change as set by Lufthansa, Vayama will handle accordingly.
Sincerely
***
Vayama.com
Thank you for the prpmpt reply.
When I booked the trip I was aware that it was non reimbursable. But at the time I didn't know Harvey woud change the life of many of us here.
When I called LUFTHANSA, they said they were willing to give me a travel voucher valid for one year if you requested it. I called you and the answer was "no, we won't call. your flight is non reimbursable" I explained the agent I understood that but wanted to at least for him to try. The answer was "no, your ticket...." After many calls, always same answer. Eventually, a lady said she would call LUFTHANSA. When I was waiting for her, the communication was cut-off. I called again and nobody knew of my call, no record of who I was talking to. The answer was "no, we won't call, your ticket...."
Then I sent an email and received a response about 3 days ago:
Dear ***
We have sent your request for further follow up to higher authorities. They will get back to you as soon as possible.
Thank you.
Kind regards,
Vayama.com Customer Service
***
I called and asked about the statusof this reply. Again, nobody knew about this email, no notes in the reservation, so I got the same answer... "your ticket..."
At one point, one of the agents promised somebody would call me back at midnigh. So I waited. No call. When I called to ask about what happen with this call, same thing: nobocy knew about this and the same answer: "your ticket"...
As said, I understood from the beginning it was not reimursable. I was jus asking if they could please try to help me by talking to the airline. They were NOT willing to even try to help, not even in the light of the situation we have in Houston. I think maybe because they are in India, they are too far to feel our pain.
My request is the same: Can you call LUFTHANSA, explain the situation and see what the answer is?
One thing is for sure: you need to improve your processes: I cannot belive no notes were added to the reservation the times I was promised somebody would contact the airline or that somebody would call me with an answer. It's normal when you have a Call Center (I managed one) to leave notes added so the next person who talks to the client knows what the situation is.
And also you need to train your staff: they need to at least, pretend to care, be polite.... and not lie by saying they are the supervisor.
If I could give a 0 star I would, it is the worst customer service. Calling them is a hassle, note after a long wait They Hang up on me 3 times and no one could resolve our issue. If you ask to speak to a manager expect they either hang up or put on hold forever or they . Causing us to lose the money and the tickets. I do not recommend their services
I booked a flight with Vayama. Their payment made to the airlines was declined, Leaving me without a plane ticket. I was not emailed or notified by Vayama. I got to the airport and was forced to buy a second plane ticket to get home on the spot. I didn't have time to do anything else due to the fact that time was running out at this point and I needed to get home. They refuse to admit fault. Customer service was a joke. The supervisor gave me false information about himself. He told me his name was ***, had no last name, no phone number to contact him with, no email address. On his drivers licence, birth certificate, and social security card all just say "***" and argued with me about that. What kind of professional practice is this? I was shouted at, treated like an *** and was not satisfied with their way of handling this matter to be resolved. I will not use this company ever again and will be sure to tell everyone I know personally, and on social media to never use this company due to their absolutely disgusting behavior and customer service.
Dear *** -
Thank you for this feedback.
I extend my sincere apologies for this experience and will send you a direct email with a more complete response.
While I have no tolerance for the behavior you describe receiving from our staff, I do want to make you and others aware that it is not unusual for agents working in call centers to not use their real name or to provide full names. That is for security reasons. I'm not clear at all about your reference to his "drivers license, birth certificate, and social security card" as that is NOT information that should be requested by any consumer from a service provider.
Again, my apologies. A follow up email will come to you shortly.
Sincerely
***
Director Customer Relations
Vayama.com
To clarify, I was asking his name for reference. He obviously didn't want me to know. He was obnoxious about it, and argued that he didn't have to have a last name and was acting like a child. I asked him what his last name was, he said "I don't have one" I replied "so what you're telling me is it just says '***' on your drivers licence?" He said "Yes" Social security card says ***? "Yes" etc...
In my opinion, the only reason to conceal your identity in this matter would be to avoid ownership of his actions.
A terrible, terrible company. I would even go so far as to describe it as "set up," or a scam. If you need anything from them, good luck trying to reach a real live person and, when you do, it's pretty much a guarantee that whoever you get the chance to talk to *** be a ***. It is obvious that the website is designed to look legitimate, but with every click, you discover that it is all just one big facade. In any case, I would never, ever, buy another ticket through this company.
Dear Mr. -
With over 10yrs in business and handling on average of nearly 1500 bookings each day, Vayama is hardly a fraud or facade.
However, what you have communicated here is very concerning for us as it is NOT indicative of what the vast majority of our customers experience.
I tried finding a booking under the email address you provided in your comment and was unable to hit a match. As I would very much like the opportunity to review your case and provide whatever assistance you need I ask you to send an email to ***@vayama.com with specifics of your case. When emailing please include the Vayama Booking number in the subject line of that email. Once I receive I will review and respond directly to you.
My apologies for the experience you had. I can only hope you follow up as requested so I can try and change your opinion.
Sincerely
***
Vayama.com
I booked my flight on May 25 and on June 13 used their online service to try and make a change, which was fine. They said the would respond in two business days... No response. Then on June 15, I emailed their customer service account... No acknowledgement or response. I have now called the hotline phone number twice and was hung up on BOTH times - before I gave my booking number!!!! I didn't even have the chance to be rude. If this experience is any indication of Vayama, I will never use them again.
Hello *** -
What you experienced is NOT indicative of the service we provide or our customers experience.
The call disconnects were the result of service disruptions between you and our call center and not the result of intentional hang ups by our staff.
I have just sent a communication to one of ticket change agents asking to email you a quote per your earlier email response.
Our apologies for the less than positive experience earlier.
Sincerely,
***
Vayama.com
I must say I was excited when I got my tickets to NZ & AUS. They were such a great deal, but that warm fuzzy feeling came crashing down when I started seeing reviews & became worried that perhaps Vayama wasn't the real deal. My tickets were absolute bargains! Just adding to the worry. I tried calling Vayama to check, but was unsuccessful of reaching anyone, so I called Air New Zealand & united & they said we were booked. 6 months later we took our trip without issue. We got an outstanding deal on premium tickets! I would give them 5 stars but only give 4 as I never actually spoke with a rep with vayama when I wanted to. I'm not sure why others have such a bad experience, if you make the reservation correctly & don't skew away from plans. Everything should be fine.
Hello ***!
Thanks for taking the time to provide your positive comments. We're glad to hear you were very satisfied with your Vayama purchase and the value it brought to your travels.
Thanks again!
Sincerely,
***
Director Customer Relations
Vayama.com
Booked flights for two to Amsterdam via Kayak. Received email saying: "Vayama is processing your booking
Vayama will email your ticket number within one business day.
Vayama will provide customer service for this booking:" Next day received email with subject: RE: KUSW-XXXXXXX ///Booking Cancelled [#XXXXXXX]" No explanation, no nothing. Now I have to scramble to find other flights at higher price. Vayama's policy is to charge $300 per ticket for cancellations. I expect the same from them. Vayama, you owe me $600. VAYAMA
Thank you for your feedback and perspective.
With all due respect, the email advising you that your requested booking was canceled said the following:
***
We recently received your online booking request. Quality control has determined that your booking could not be processed at the fare that was originally quoted. Unfortunately, the airline was unable to accept the fare that was quoted earlier and as a result, your reservation has been canceled. Per our terms and conditions, airfares and reservations are not guaranteed until tickets are issued.
We encourage you to select another option that meets your travel needs. However, do not select the same flight option that you just attempted to book as this will just lead to another canceled booking. If you have any questions please feel free to respond to this email and we will get back to you generally within 24 hours.
We apologize for any inconvenience this has caused.
***
While we understand that is not the email you expected or preferred, at times as our Terms and Conditions address, we are unable to process a booking as requested. That was the case with yours.
Secondly, contrary to your reference, Vayama does not charge $300 per ticket for cancellation. I'm not sure where you got that information from, but it is not accurate at all. In fact, if cancellation is requested within 24hrs of booking, that cancellation is done at no charge.
We regret the impact this has had on you.
Sincerely,
***
Vayama.com
The customer service agent that I just spoke to was yelling at me, did not listen to my explanation and hang up on me after being respectful and polite. I was asking for his name and just hang up on me. I believe Vayama is better than this since they are dealing with customers all the time. I suggest that this should not be tolerated. I was asking for help on rebooking this flight. I was told that this ticket is non-refundable or change is not allowed. When I purchased my ticket online, it was not disclosed that this flight that I purchased is not refundable or non-changeable.
The public should be warned regarding Vayama's business ethics.
Dear Mr. -
I first extend my sincere apologies for the unacceptable and unprofessional behavior of our agent when you called for assistance. That is certainly not what we expect from any of our staff and we will look into that call further and take corrective action as may be appropriate.
In an effort to provide you with a more informed response on your service request, please send an email to ***@vayama.com and provide a brief explanation of your need. Please include your Vayama booking code in the subject line of that email to ensure I am able to access the booking, review, and provide my response.
Again my apologies to you.
Sincerely,
***
Vayama.com
Director Customer Relations
I recently tried booking a trip from Vayama.com I don't normally use 3rd parties, but when I have, I've had no problems on those occasions I don't book directly with the airline. I don't normally do reviews either.
They interpreted my asking for a change of a LUGGAGE OPTION as a booking cancellation, after I clearly stated I wished to keep the itinerary as was. After waiting 14 days with endless "48 hour contact returns", and not hearing a word back either by email or by phone, and after not be given any specific timeline re a refund/penalty scheme, I have initiated a billing dispute/fraud charge with my bank.
Whether this service leans toward fraud itself or is merely totally incompetent makes no difference. Their customer service is not woeful, it is rude and insulting. I have never dealt with any merchant that was so blatantly incompetent or perhaps criminal. They are to be avoided AT ALL COSTS.
Dear *** -
Thank you for your feedback regarding your Vayama experience.
With all due respect, something just doesn't sound right with what you have communicated. I say that because Vayama does not provide "luggage options" as that is a service only the airline providing flight services can make available.
With that being the case, I can only assume the agent who took your call misunderstood the request and did not take the action they did with any intent or malice.
I was unable to find a booking under either your name or the email address provided in your post. As I very much want to be able to review your case and provide an informed response, please send an email to [email protected] and in the subject line of that email provide the Vayama booking code associated with the booking you reference here.
My apologies for the frustration and concern caused. I look forward to your follow up as requested above.
Sincerely,
***
Vayama.com
I purchased a ticket online on April 4th around 5pm. The site said I would receive an email confirming this within minutes. I did not. At 9pm I called the phone number on the website, it was not available at the time- closed? I contacted the number through my google phone. The agent told me that my bank had declined the charge. At this point I purchased a new ticket with a different vendor. At 6 am on April 6th, I got a confirmation email and an email with the ticket. When I checked with my credit card company they told me the charge had gone through the previous day at 5pm. I contacted Viyama by phone, and they told me this was not their responsibility at all, and that there would be no refund. I put in a customer complaint and got the same response. The cancellation cost is %100 cost of the ticket, and they have no responsibility for this, I need to contact the airline. I have also put in a formal complaint with my credit card company.
It would seem the Bureau is a bit behind with this post as I have already responded to Ms. with an apology from Vayama for the inconvenience caused and initiated full refund processing of her ticket.
While what Ms. experienced is very rare, it did happen and Vayama has taken full responsibility for the experience and resolved.
If Ms. has any follow up questions regarding this she can send an email to [email protected]
Sincerely,
***
Director Customer Relations
Vayama.com