I have been provided with the worst customer service in dealing with my flight reservation that I made with this company which was paid in full. I made a booking in June 2016 for my family(2 adults and 3 kids including an infant) to travel on a holiday in December 2016 and received a confirmation with ticket details. The agent then rang me in September saying the airline has made schedule changes and the flight that I booked is no longer available. I questioned this and the agent who was on the phone(Peter Mallik) was so unhelpful and told me that they can’t do anything else.He said if I want I can cancel the booking and obtain a refund or accept the new schedule which will have 5hours and 30 minutes wait both ways for the connection flight. I was so disappointed as plans were all made and I booked a prepaid flight with an hour transition during connection flights as a longer transition time with 3 kids will be a nightmare in the airport. However I agreed to accept the new schedule as I was left with no other option, as holidays were booked and the flight prices had gone rocket high in that time.I asked him to confirm the new tickets as soon as possible as I had to make plans for our visit to India. I never had a reply for weeks, then I emailed them asking for confirmation and new tickets as I didn’t want to leave it to last minutes and things go wrong again. I emailed them twice and the same louzy reply I received from the above agent was ‘is under process,Concerned team will get back to me.’ I phoned them in October having received no confirmation asking to cancel my bookings as it has now messed all my plans as it has taken a long time to get any confirmation from their side and has caused a lot of distress in my family as a result of this. When I phoned to discuss this, it was handled very badly.The agent said your booking is already confirmed and will be sending a confirmation soon. He added if I want to cancel the bookings now I pay them the cancellation fees and administration fees. I pointed out that the whole scenario is a result of their shortfall in service and that has already caused a lot of stress for me and he said there is nothing he can do about this. I asked to speak to a manager and was informed that the manager is very busy and can’t talk. He also said there is nothing the manager is going to do to help me with the situation and that I pay a cancellation charge on this. I have then received a confirmation of my booking with new ticket details and when i phoned them he said they are helpless and if I am prepared to pay the cancellation fees, they will process a cancellation. I expressed my concerns of their appaling customer service and said I will hesitate from using their service in the future and the agent said he is fine with that.
123, White Chapel Road Internet United Kingdom