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
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I booked a trip to Manila Philippines months in advance thru Vayama. On a whim, I contacted the airline 4 weeks prior to my departure see if I needed to do anything and was told the departing flight from the US was bumped up which meant I would miss my connecting flight out of Beijing. I was astonished that no one had contacted me to inform me of this. I contacted Vayama and was told it would cost $1500 to change my flight and an extra $200 processing fee. Every time I sent an email requesting assistance it took a min of 2 days for a response and all responses were boiler-plated answers that had nothing to do with my issue. I believe that Vayama has knowingly committed fraud by attempting to charging me ~ $1700 to change a ticket thru no fault of my own, and for failing to inform me that there was an issue with the flight I booked months in advance. I am now working directly with the airline and will never deal with Vayama again.
Booked a trip to Bali. The island is currently being evacuated due to a volcano erupting. I purchased trip insurance, the airport is closed, yet Vayama is refusing to let me cancel my tickets for a full refund. DO NOT USE THIS COMPANY!!!!!
Hello *** -
Thank you for your comments and perspective.
There must be some misunderstanding as Vayama is not refusing to cancel your booking.
With your departure not until 23DEC, for that travel date Vayama has not received any special handling notification from China Airlines that would provide for full refund associated with travel at that time. With that being the case, if we cancel your booking at this time, the full fare rules of your ticket will be applied. Those rules require a $175.00 per person airline cancellation fee to be applied as no waivers are currently being provided for travel to Bali in late December.
With that being the case, since you have purchased Travel Insurance, you should contact Travel Guard and file a claim through them. If the claim is honored you will receive full refund.
Please contact Travel Guard at *** and discuss your situation with them. If they do not consider your request to be a "covered reason" and China Airlines does not provide any special cancellation waivers for your current travel date, cancellation and refund will be per the rules of your ticket.
Sincerely
***
Vayama.com
Honestly, without exaggeration, the worst costumer service experience I've ever had. It was just plain awful and disrespectful to a certain point. I spent three weeks trying to rebook a flight with Vayama that I had to cancel due to Hurricane Maria with the promise that I could rebook anytime in a period of a year from date of purchase after paying corresponding fees (which were ridiculously high imo) and that it had to be from the same departure and destination of original ticket. The atitude of Vayama agents is just the worst I've stumbled upon; and I've worked costumer service all my life. They don't have a friendly approach or a disposition to help out. The extremely rude and unempathic Indian agents (they have their Call Center in India) were telling me there were no flights available for the dates I wanted to fly out, after confirming with the airlines that there were in fact flights available. They would hang up on me and put me on hold for more that 10mins at times without checking back on me. I told Eric, who is supposedly a supervisor there and refused to give me at least the first letter of his last name, that I had talked to JetBlue and Avianca earlier and they all confirmed availability, but still he insisted that there were no flights available and that he could not make up a flight from thin air. They made me go back on the phone with them and the airlines, as they refused to call the airlines saying they didn't do outbound calls and wanted ME to call the airline in a three-way call. They were just not wanting to help or are not given the right tools to help costumers. Thankfully, Jennifer *** a manager at JetBlue, was passed on my issue by a JetBlue agent and went out of her way to help me out calling Vayama and arranging a new flight for me for the date I was requesting. Even Jennifer was ashamed and astonished of the service after talking on the phone with Eric. For my troubles, Jennifer got me my tickets waiving all due fees waived. THAT'S costumer service. Vayama just seems like another American company getting rich of shady deals and saving money by outsourcing their Costumer Service to underpayed employees in foreign countries.
False Advertisement! They list flights as economy and they pay for below economy tickets. Two agents would not listen and were argumentative. Stay far away from them. Stay far away from this company. They are partners with Kayak. I have never had this happen to me when using Kayak.
Dear *** -
Contrary to your assertion in your message, Vayama does not charge any more than the amounts quoted following a search on our website.
Furthermore, there is no flight service lower than economy. While there are higher classes of service (premium economy, business class; first class) no service type is lower.
That said, perhaps I am not understanding in which case I request *** to email more details to ***@vayama.com. Once received we will review and provide a prompt response.
Sincerely
***
Vayama.com
Hello ***,
I kindly recommend that you look into the classifications used by Air Europa before you make this assertion. I paid for economy via your company and I received "Lite" fare and not "economy" fare.
With all due respect, "Lite" is a fare designation. The seat is still within the "economy" section of the airplane.
Sincerely
David
Your company is truly amazing (sarcasm). Your arrogance and your *** need to prove you are right and your customers wrong has you blind and deaf to real concerns of customers. It's amazing how many negative reviews you have on Revdex.com. Your company has a serious problem with customer service. Its non-existent. Kayak has lost a faithful customer forever because of you. I have many other options. Peace Out!!!!!!!
I made reservations for a few domestic flights in China because of referral from Kayak.com. Their expense charges are excessive to begin with; if changes have to be made, they are outrageous$100 US per ticket change plus $100 "undocumented" fees. In addition, their agents are unpleasant to downright nasty. I could not recommend them to anyone; use the airlines' own websites (almost all have English sites) or local, recommended agencies in the countries being visited.
With all due respect, during the booking process through our partners at KAYAK the full fare rules associated with the booking you were making were made available. We do that to allow our customers to make an informed purchase decision.
Within those rules and policies it was clearly noted that Vayama charges a fee for changes/cancellation. You also were provided with airline fees and process for changes/cancellation.
In addition, Vayama offered to you for $19.00 to purchase the Vayama "Premium Service" package which would have fully waived all Vayama associated fees for changes/cancellations. For whatever reason, you chose to decline that option. Had you made that $19 purchase you would not have been charged the $50 per person Vayama Refund Processing fee.
We regret you did not review the fare rules or make the value added purchase of the "Premium Service".
Sincerely
***
Vayama.com
Extremely irresponsible customer service. I booked international trip costing thousands of dollars (booking # VUS-XXXXXXX). First I receive notification from Vayama that my itinerary has changed. Guess what....layover changed from 2hrs to 11 hrs. That is very inconvenient for me being Senior Citizen. I called customer service Oct/21/2017 and they said "Cancel Quote" is requested in the system to check with Airlines for refund Amount and I would receive quote in e-mail within 2 days. 2 days passed no mail....I follow up over phone...this time customer service promised response in 5 hrs. Again No e-mail...Next day I followed up over phone but after holding for 20 mins customer service disconnected the call.....I followed up over phone next day same story continues.....IT"S BEEN 3 WEEKS but NO RESPONSE
With all due respect, all changes to flight schedules are made directly by the airline and not by travel agencies. The agency acts only as a communicator between airline and traveler.
We do understand the inconvenience caused as a result of the major change in schedule.
As for partial refund, I can confirm that is under process at this time.
Extremely irresponsible customer service. NOT WORTH RISKING YOUR HARD EARNED MONEY WITH VAYAMA!!! First I receive notification from Vayama that itinerary has changed. Guess what....layover changed from 2hrs to 11 hrs. That is very inconvenient for me being Senior Citizen. I called customer service Oct/21/2017 and they said "Cancel Quote" is requested in the system to check with Airlines for refund Amount and I would receive quote in e-mail within 2 days. 2 days passed no mail....I followed up...this time customer service promised response in 5 hrs. Again No e-mail...Next day I followed up on phone......after holding for 20 mins customer service disconnected the call.....I followed up on phone next day same story continues.....IT"S BEEN 3 WEEKS but NO RESPONSE
Dear *** -
What you have communicated is fully unacceptable. As such I extend my sincere apologies to you.
While the change in schedule was made by the airline, we have a responsibility to you to keep you informed of your options and provide responses in a timely manner.
I did attempt to locate your booking using the email address you used when posting this comment, but was unsuccessful.
In an effort to review your case and provide an informed response, please send an email to ***@vayama.com and include your Vayama booking number in the subject line of that email. No need to re-write your complaint. Just copy and paste what you have posted here.
Once received at the email address, I will follow up directly to you.
Again my apologies.
Sincerely
***
Vayama.com
I unfortunately ended up being directed to Vayama while using Kayak. As I attempted to upgrade the seats I ended up buying from them, I spoke to a few different customer reps, none of whom were either helpful or professional. Bad experience all around.
Dear *** -
Thank you for your feedback.
In reviewing notations in your booking with Vayama I found you contacted our support team in an effort to upgrade your booking using mileage you accumulated through an airline frequent flier program.
To be clear, no travel agency is ever able to assist with upgrades using mileage. That action must be done directly through the airline. It is also important to understand that not all tickets are able to be upgraded using mileage. That ability is based on the fare associated with the ticket(s) purchased.
With that being the case, it will be necessary for you to contact the airline directly for assistance with possible upgrades to your tickets.
Sincerely,
***
Vayama.com
They are unprofessional and when they make an error for example "not telling you about an additional fee, they still insist you pay it or lose the whole flight."
HORRIBLE HORRIBLE HORRIBLE CUSTOMER SERVICE NEVER AGAIN
Well, let's start with the fact that three out of three representatives I talked to had an incredibly strong accent that's was impossible to understand.
I was trying to change my ticket dates, from Nov2-9 2017 to Sept 15-22 2018. I bought the tickets on May 2 2017. The airline company said that it's totally possible to change the dates as long as I can see the tickets available on their website. There are tickets for Sep 15-22 even now on the website of the airline and airline representative said that Vayama is able to change the dates. However, the representatives claim that it's impossible to change the dates because I bought the tickets on May 2nd and they don't see any further tickets on their system. The airline said it's a *** and that representatives have to contact the support desk of the airline and they'd help the vayama to access the tickets. If they don't have the support desk number then they have to call the airline for the number.
First two representatives hang up. Third I am not the line with right now - we are waiting until the manager will be available (or until she hangs up as well). Representative said she is not going to do it, and that manager is not available "today". They also refused to provide any resource from terms and conditions that support their claim. Probably because there is none.
They also tried to give the airline full access to the ticket, but airline confirmed that it's technically not possible.
Horrible. Don't waste your time.
I have already provided a response to you *** advising that the issue is your airline tickets are only valid for one year following the date of ticket issuance.
Your tickets were issued on May 1, 2017. With that being the case, they are only good through May 1, 2018.
Your request to change the travel date to September 15-22 2018 is beyond the validity period.
As in my previous response to you, use the link below to access Aeroflot's "Conditions of Carriage". Once on the page, scroll down to item #8.
***
Anyone else reviewing this response can look and confirm as well.
Please contact Aeroflot and make sure they understand the tickets you want to change were issued on May 1, 2017. Then ask if you can change travel to September 15-22 2018.
It is my perspective that when you contacted Aeroflot previously, they were not aware of the original date of issue of your tickets.
Sincerely,
***
Vayama.com
Vayama is a scam. We bought tickets to Brazil in April one week before the October 25 departure Vayama changed all the reservations and instead of 12 hour going and returning it became 24 and 36 hrs. And, they didn't pay for hotel expenses to stay in Orlando for 25 between flights. I lost 3 days of my vacation due to this travel service. It's despicable that they can get away with this.
Dear *** -
With all due respect, Vayama had nothing to do with the changes in your flights. Those changes came directly from the airline as they are who provide the actual flight services and set schedules. With that said, while we understand the impact and your frustration, that should be directed at the airline and not Vayama. Vayama is only the messenger between the airline providing services and the traveler.
Sincerely
***
Vayama.com
I called the airline after talking to you and they told me abaut the practice that Vayama follow to modify the booking to up to 24 hrs difference on what client bought. The trip I bought was to take 11 hrs and now it will take 36 hrs. The return trip was also changed and would take 20 hrs instead of 11 hrs. I lost 2 days of vacation coming back 2 days earlier to get a flight that would take less than 15 hrs and now I really lost 3 days because of additional 24 hrs going. Totally unacceptable!
-
Contrary to the information you said was provided by the airline to you, Vayama has no authority or authorization to make the changes impacting your schedule.
While I understand the information is cryptic, please provide the information copied below to the airline. It is a portion of the history of your intinerary which shows what the original flights were and what the airline provided as optional replacements. The airline can confirm that what I've provided came DIRECTLY from them and was sent to Vayama to subsequently communicate to you.
***
Again, Vayama never makes changes to flight schedules.
Regards,
***
Vayama.com
VAYAMA has the worst service!
Thinking about calling them -because the site is giving you an error- forget about it! They will only tell you the CARD you're using is not working. Then they will tell you to call your bank because it's not the website- it's you're card.
Tried 4 different cards- however still no luck- the site clearly tells you there a "technical error"
Called VAYAMA 3 times, however, did not get help- Spoke with a REP name CHINI who refused to give me her last name.
Then spoke with the floor supervisor ROSS.who also wasn't able to help- gave me the same answer to call the bank. I called the bank and they said there is no issue with your card and they did not see a transaction from VAYAMA.
BOTTOM line - the worst customer service- call center is based out of INDIA- they have no knowledge of our VISA card and our banking system.
After the 4th a call and hours of back and forth- I decided to give up.
The travel agent engages in false advertisement. It sells tickets that are code shared without a proper identification of the operating airline. For example, I bought a ticket that was sold as from a major airline, but it was actually operated by a low-cost carrier with a very questionable track record. When I called the travel agent, the agent named Pirat refused to acknowledge the issue and help me with refund.
Thank you for this feedback.
In my review of your booking, contrary to your assertion, you WERE clearly advised that the flights you selected were Code Share and more to the point, specifically identified the airline providing the actual flight services.
I am unable to provide screen shots within this format otherwise I would do so to confirm what Vayama provided both for your knowledge as well as for others who may read this interaction.
As I am not able to provide that verification here, I ask you to go back to the E-Ticket confirmation email provided to you by Vayama in which the itinerary was provided. Directly below each flight detail we provided the "Online Check-in Number", the aircraft type for the flight, and the name of the airline providing flight operations.
I regret that you failed to notice those details at the time of booking or after when confirmations were provided.
Sincerely,
***
Vayama.com
how does this place have a A+ review? this entity only is here to only scam people case in point going to Thailand need to change a return flight was told $325 to change, went to carrier they said cannot change here would need to change in Thailand. so when I was in Thailand contacted carrier the charged $0 and also the flight was 25% empty.... Revdex.com seriously need to change their rating cause theis is not a A+ place
This is the worst company I have ever dealt with! I booked a ticket with them, received a confirmation number and bought travel insurance. I booked all of my hotels and car. Today when I looked up my reservation to put in my meal requests I found that it was cancelled. They told me on the phone that they simply could not find me that fate and that they called me but when nobody answered, they just cancelled it. Nobody ever called me or they would have received a voice mail. They are very rude about it and told me that this happens all the time. Do Not Ever Book your trip with Vayama!!!!
These guys are freaking *** NEVER book with them
Dear *** -
Per my review of your booking, the changes in flight times were made by the airline NOT Vayama. Vayama is only the travel agency and as such our role is to communicate to you the changes we receive directly from the airline.
While I fully understand the frustration and inconvenience caused, unless I am missing something, your dissatisfaction should be directed at the airline who made the changes and impacted your travel as neither was the result of any action or failure on the part of Vayama.
From my review I found our staff is awaiting a response from the airline to determine the refund value of the unused portions of your ticket.
I do regret the experience none the less.
Sincerely
***
Vayama.com
How many weeks does it take you to find information as simple as refund amount? Is this a test of patience?
With some airlines it is a "test of patience" for both the customer and we as the agency as we must wait for their response.
That is the case with your booking. As there are two different airlines involved, it adds to the time it takes to get a response.
I have sent an urgent email to the Supervisor of our Airline Schedule Change team asking that he put priority on this and push hard on the airlines to give us the information we have requested so we can in turn advise you.
Once that information is available, I will email you personally with an update.
Sincerely,
***
Vayama.com
Wish you guys responded to customer emails as quickly as you do to Revdex.com complaints . Emails take 10 days to get a response from you. Nice strategy to keep up Revdex.com ratings, man! Kindly cancel my ticket immediately and send me the refund . I am sure you will send no more than 1 dollar out of the 1,500 I paid you for the ticket. Thanks
-
I don't have the exact amount of the refund but it will be approximately $641.
I can also confirm the refund is under process and being handled by the airline as they are who debited your credit card at the time of ticket issuance. As the refund is processed by the airline, I can't provide you with an exact time when you will see the credit post to your account. Typically it is 3-5 weeks.
Our Revdex.com rating is based on total bookings per year relative to the number of complaints. Current complaints are less than 2 per 1000 bookings. So while we do have complaints and they are available for anyone to see, our rating is solid with the Revdex.com as the vast majority of our customers have a positive experience.
Sincerely
***
Vayama.com
WORST TRAVEL AGENCY! Very unorganized and extremely difficult to deal with. There customer service is so awful. If I could submit ZERO stars I would
Dear Ms *** -
Vayama encourages and welcomes our customers feedback as it provides us with the opportunity to understand where we must focus attention to provide our customers with the services expected and deserved.
With that said, I was unable to find a booking under the email address you used for this feedback review.
In an effort to review your case and provide an informed response, please send an email to ***@vayama.com with specifics on the service you contacted Vayama about and the response received when requesting. Also, please include your Vayama Booking number in the Subject line of that email so I may access the associated booking.
I look forward to your feedback as requested.
Sincerely
***
Vayama.com
Hi ***:
I'm not sure how or why you would be unable to retrieve my information with my email as my email is linked to the ticket purchased. However with the level of disorganization I must say I'm not surprised.
Below you will see a very small glimpse of the issues I had with your employees. I also called numerous times, and each time I spoke with someone it was a different story, a different task I supposable needed to take care of, and I was even hung up on. No it was no accident the rep. Decided she was done with my call did everything she could spoke over me and hung up. You all have taken the word unprofessional to an entirely new level and I can not believe you all are even in business.
Thank you for your time,
***
Sent from my iPhone
After forwarding the thread of emails explaining the change in flight information because I MYSELF had to call the airline, long distance mind you, to coordinate with them directly. My grandmother boarded the first, and second flight already today (10/16) and This is the email I then get back from the agency:
"Dear *** -
Thank you for your follow up to me and for providing the requested booking code.
Per my review as has been communicated to you previously and per my checking and confirmation, we can find no flight offered by *** Airlines from Cochabamba to Santa Cruz on 16OCT for ANY times on that date. The earliest schedule we are able to access is for departure on 18OCT. I checked directly on the *** Airlines website and found the same to be the case.
As such, the best we can do is rebook your departure to 18OCT. If that does not work for you, full refund due to the unacceptable change in schedule made by the airline is possible.
I am unable to resolve this by email. As such, it is very important that you call our customer support team at 1.855.979.6699 as soon as possible for assistance.
My apologies for the poor service you experienced previously.
Kind regards,
Vayama.com Customer Service
***"
Clearly they don't even pay attention even after all the mistakes and disorganization.
This was my email back:
"***:
I guess you did not have the time to look through the thread of emails. As I stated to your employees, I ended up having to call *** myself because the flight was this morning and no one cared to address the issue or even attempt to make it a priority or even have a sense of urgency. Per my email below, *** CHANGED our flight to a DIFFERENT airline, *** The ticket information is listed below. The change was made by the airline in an effort to accommodate us for all the issues we dealt with due to their change in itinerary and travel date.
This could have been resolved if one of your employees would have attempted to CALL *** with me on the line to clarify the information and come to a resolution. At the VERY LEAST after I had to do your job and organize the flights myself, your employees could have just picked up the phone and called Amaszonas to verify the information.
I have repeated this information so many times that I am in awe. Even when you are attempting to discuss it with me now via email, you failed to obtain all the necessary information to contact me.
You guys are a day late, she is already traveling and it has been resolved no thanks to you agency. I will be sure to post this information so customers can decide for themselves whether they can trust your agency.
Regards
This is the worst experience I ever had with a customer service rep.
I got yelled at by a guy named *** and than he hung up the phone.
When I am asking as a customer for a booking number (which they did not provide on the initial email), as a paying customer, I expect to be served with respect and dignity!
Here are just a few of his replies:
"you are booking with us only because is cheaper" - no, I book with you because that you had fight available on the date I needed to. So please don't insult me calling me cheap
"I do not have to listen to you" - yes you do, its part of your job as customer service rep. to assist me, which includes listening
"you don't pay me" - yes I do! when I bought your services, I also paid for your company to help me in future issues.
"do not have to put to on with one of my superiors because they are on my side" - if your superiors are support this type of business attitude, I do not recommend anyone to do business with you!
I do have to admit that at one point I raised my voice, but this not a reason to be treated like this, and it was after a few minutes after the guy keep going on without listening to my requests!
I have never leaved bad reviews before. I'm doing this only because the level of disrespect which I was treated was beyond any expectation!
After all, there is a reason why the customer review rating is 88% negative!
Vayama customer service is horrific.
Requested for a spelling correction on the passenger name and never got a response to my email and web requests that they offer on their site. it took 4 days to talk to them over the phone and their responses and services are really really... helpless in my situation, they always refer to cancel the ticket and pay the airline processing fees and also Vayama imposed processing charges which are almost 60% of my $750 trip purchase. Made multiple attempts to address the name correction both with Vayama and air lines [they both plan to throw it on each other rather than helping me out]. Finally, I decided to give up after over 6 hours of voice and another 2 hours worth electronic conversation and cancel the travel all to gather loose almost 60% of the ticket cost. On top, they have an awesome return policy - which takes 48 to 60 days!!! No words to express as I decided to keep calm. Please think before you plan your travel through Vayama.
A total disaster of a company. I have been flying for over 40 years, and this is the first time I have ever had a bad enough experience to leave a review. It is actually the first bad review I have ever left online (so it is quite a distinction for Vayama)
I made a reservation for my wife an I's dream vacation to Italy through their website. I noticed right away that the spellings of one of our names was wrong so I contacted them to correct it. This was 6 weeks before the trip, so I thought it would be no problem. As the trip date came closer I started to get closer I started to get worried, so I started calling. Each time I called they said not to worry, they would fix it in the next few days. Well, those days came and went and nothing happened. Eventually, less than a week before we were scheduled to leave I had to break down and cancel my tickets with them and buy them again at a much higher price.
But here is the kicker. Even though I had paid for premium travel insurance, they refused to give me a refund for my ticket! Not only did they not fix a problem they were suppose to, they refused to honor the refund!
I know some people have gotten good deals through this service, but please don't risk it. Use one of the other ones. You can see even here on Revdex.com that 87% of their reviews (at the time I write this) are negative.
Hi *** -
I don't blame you for comments here. Based on my review, we failed to provide you with the service you expected and deserved.
I have forwarded both your feedback posted on Trustpilot and this review to the Manager of the call center where services were to be provided. I wanted to make sure he was aware.
I will provide you with a direct email no later than tomorrow regarding this case.
My sincere apologies for our failure and the impact on you.
Sincerely
***
Vayama.com