CheapOair.com Complaint

customer service - customer service

Reviewed by megnault
Complaint

I was originally scheduled to fly from Albany, NY to Norfolk, VA 6/13/2008 And return 6/17/2008. Due to a Family emergency I was unable to take My flight. I called on 6/5/2008 as soon as I found out that I would Not be able to make my flight. The 1st man that I spoke with was EXTREMELY rude, I had a problem understanding him due to a language Barrier on his end. When I asked if he could explain further I was hung up on after being placed on hold for over 17 minutes. I then called back and it took me another 10 minutes to get ahold of another representative. I finally got through and spoke to James Fonovich at extension 9716. After my prior phone call I was not hanging up without a name and extension. He was very compassionate, He explained to me that I had to pay an upfront fee of $25.00 to cancel the flight, that I would have $291.00 in Delta Dollars but once I went to use that $291.00 that Cheap O Air will take $150.00 for a rebooking fee. I was under complete understand and didn't have another options. I was advised that I would be able to use this $141.00 up until but no later then 5/21/2009. Mr. Fonovich sent me an email as well explaining all that we discussed. I contacted the office again today. I spoke with a gentleman who was very kind and pleasant, but was told that I pay $150.00 out of pocket for this "rebooking" fee. I am looking to travel on 3/15/2009 from Albany, NY to Tampa, FL on an Early Morning Flight. I only need a flight down as I have transportation back home. I am

able to book a roundtrip flight non stop with South West Airlines for a complete total of $237.50. I am very disappointed with the services

that I have received from them and would not recommend to anyone. No one that office gave me the same answer. 3 people I

spoke with all told me something different. I am now not going to be

able to use the money that I have in "Delta Dollars" and am very disappointed. I then emailed them w/ my concerns and that It was going to cost me more to go down then it would for a full roundtrip flight. I was told by Renee the “online customer service manager “I do feel that the agent did give proper information, and perhaps some miscommunication has taken place. We appreciate your

business, and your comments are important to us!” “Meghan, you can book the ticket roundtrip on Delta even though you are not going to use the return, you will just disregard the return ticket. It's worth checking into, if Delta's roundtrip price is within your budget, that way you can at least use the credit so that it doesn't expire. If you book it that way, you will forfeit the return portion of the ticket, and no credit will remain. I hate to see you lose out on the Delta credit.” Apparently she see no problem that I will in the long run end up spending over $500 for a 1 way ticket to Florida from new York that I can get for $118.00 one way 237.50 round trip. In my eyes these is very poor customer service, and believe that they should do something else to assist with my needs.

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randrews says: (11 months ago)

Meghan, I tried very hard to assist you with this reservation, and also offered suggestions. You are forgetting that you are the one who canceled the booking. We gave you proper information, you misunderstood it. You even sent an email to me that contained all the pertinent information that was given to you, and it was accurate information. You are upset because your credit is with Delta, and their airfare is expensive, that is not the fault of Cheapoair! You mentioned Southwest is cheaper, and we advised, you cannot use Delta airlines credit to fly and buy a ticket with another airline, if you feel we are misleading you, contact Delta for verification. Unforutnately you do not understand this process, but I guarantee, you were given proper and accurate information by the agent.

Regards,
randrews@cheapoair.com
866-636-9088

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DetailsReview Rating: 1 out of 5
Reviewed By: megnault
Company: CheapOair.com
Product: customer service
Date Added: 11 months ago

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CheapOair.com Complaint