Feeling great .. got news from work that we're getting off for 3 days straight. Something just came up my mind telling me why not get a short break away from work. There it goes.. Paris is the destination selected.
Knowing of couple websites able to get great deals for this short break and came across "lowcostholidays.com". Searching for affordable deals and just found one that suits me the best. So decision made and here goes the booking. Everything goes will while selecting the dates and choosing the accommodations for my trip. Once done then here goes the payment.
Here is the nightmare started!! Couldn't believe it when I received my confirmation email.. It tell's me that my flights has the wrong date. Really surprised and it is not the dates that I key into it for my travel. So immediately I rang into lowcostholidays.com and guess what happen, firstly one of the girl staff was really nice and she advise me that it was a mistake and she would be able to sort it out for me in couple hours and i will be receiving another new confirmation email with the correct dates on it without charges and will get refund for £45.00. I think that's fair and even if they didn't offer me the refund is fine. So she then hung up the line after advising me to wait for the new confirmation email that will be sent out between 5pm and tomorrow 9am. I've waited n waited till the next day morning.. Nothing come through my email.
@10.00am, rang "lowcostholiday.com" waited around 10mins for someone to pick up the call, at the end another staff name "Rebecca". Spoke to her and told her the whole issue again, but this time she said that she will sort it out and will email their other flight support team to sort it out for me and it won't take long. She also made promises that said it will be solved as she will take control with my case and ring me back to let me know what is the solution. But all this is just bullshit talk. I've waited n waited n waited till 3pm at the noon which is after lunch. I have to made another call to them but this time they put another girl staff to talk to me. More surprises shit that they gave me is they said that they have talked to their manager and they can't do anything b'coz I'm traveling in-between 7days? Hello?!!! I just booked this package yesterday and your staff told me that it will be sorted and now you ask me to solved it myself with the flight merchant. I was like "WTF!!!!" after all these promises and bullshit talk you advice me now that you can do nothing??? And need me to talk to the flight company myself? It's not my mistakes and it's your company mistakes and now they push back the ball to me!! and the worst is they just hung up on me. Fine then I'll try to made my call to the flight company. Guess what now.. I rang the flight merchant and try to arrange back the right time and they told me that my flights is booked from lowcostholidays and they should have rang them to sort it out instead of me ringing them. I was really annoyed and pissed off at the moment and I asked, could you help me to sort this and they gave me a news that yes but you have to pay extra €400 for the flights to get changed!!! What a ridiculous thing! I'm not going to pay another penny extra on it so they advice me to contact back lowcostholidays.com. Fine.!
@4.30pm. Another call for lowcostholidays.com. Now a guy answer they call. The same amazing shit and promises they can gave which is " I'll look into this case and will contact back Rebecca and will ask her to ring you back! n hung up!" Till the end off the day they never even ring me!
What kind of customer service is this? What kind of shit service is this to provide for customer?! Not taking up any responsible on their mistakes, giving fake promises just to make you hung up the line, and pushing back the ball to the customer? Is this how you treat your customer???
I will never let them get away with this and will definitely made a huge compliant against them for justice ! They will with the way that they treat their customer!
~JC~
Hi Jasmine, I am so sorry to hear this. I would just like to say that this is not our standard practice with our customers and we really value our first class customer service. It sounds like you have had a very bad experience with us and I can only sincerely apologise for this. In regards to your flight amendment fee with the airline, we have no control over this. When you book through us the money you pay for your flight goes directly to the airline. Sometimes this means you have to call them up to amend the flight and I can see this is what you were advised to do. The procedure is different for different airlines. As a company we would charge £35 for an amendment and what the airline charges will be additional to that. I am so sorry for the back and forth and not getting a solid answer. We never want our customers to feel like we don’t care as this is certainly not the case. If you would like to send us your itemized phone bill and we can look into refunding this for you. Please email this to Onlineanswers@lowcostholidays.com and include any other concerns you have so we can address them at the same time. I hope this helps and once again I am truly for the experience you have had with us. Kind Regards Megan.
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