Ticketing issues and not correcting by CheapOair mistake
Complaint
John Moore
Country: United States
Dear Cheapoair Customer Service;
Urgent and critical response requested
Please make sure this gets to correct personnel
Reference Booking# 67894947
Airline Conf: DKSBKF
cc: CheapOair
Management
137 West 25th st
11th floor,
New York, New York, 10001
We rebooked a flight to Hawaii from an earlier date originally booked back in Sept 2020 because of Covid. In spending a significant amount time today on phone booking and trying to get a incorrect rebooking by CheapOair agent (4 hours calls dropped/recalling) the conclusion was that we were not able to cancel from mistake (CheapOair) to customer and that did not allow to make any changes, upgrade as was requested during rebooking Nov 23rd, and now we are blocked into doing anything for trip. The last time I was cutoff and had called back, it was stated to me that nothing more can be done and CheapOair would only refund a portion of the fee I had to for rebooking.
1. Rebooking was CheapOaire's mistake and has caused client to have restricted ticket with additional cost to include baggage costs that would not have been incurred from original tickets! Original booking was in main cabin no restrictions!!
2. Customer is not allowed to upgrade which was identified to agent on initial call with booking and was told that once tickets were issued that would be taken care of which was a lie!!
3. Called Hawaiian airlines to get help and they indicated CheapOair would only need to correct what section of main cabin they assigned which was told to me could be done!!
4. After multiple calls back to CheapOair and 3 dropped calls from being placed on hold for long periods, we were told that the tickets could not be canceled and rebooked correctly?
This is totally unacceptable and needs to be corrected. I specifically told agent when booking was originated we wanted upgrade and was assured this could happen but messed up the booking that has gotten to the situation today. At this point I will be escalating this senior management within CheapOair and will continue to communicate until this situation gets corrected!!! This matter will not dropped and we will make sure it is corrected!!
Note I will be happy to provide my phone durations used on Nov 23rd during this total mess
I expect a response asap as to how we can get upgraded in our trip!!
Providing a token refund that was not discussed with me is totally unacceptable. This is not going away!!
Regards
John Moore
867 El Dorado Dr
Fullerton, Ca
jmamercup@aol.com
Urgent and critical response requested
Please make sure this gets to correct personnel
Reference Booking# 67894947
Airline Conf: DKSBKF
cc: CheapOair
Management
137 West 25th st
11th floor,
New York, New York, 10001
We rebooked a flight to Hawaii from an earlier date originally booked back in Sept 2020 because of Covid. In spending a significant amount time today on phone booking and trying to get a incorrect rebooking by CheapOair agent (4 hours calls dropped/recalling) the conclusion was that we were not able to cancel from mistake (CheapOair) to customer and that did not allow to make any changes, upgrade as was requested during rebooking Nov 23rd, and now we are blocked into doing anything for trip. The last time I was cutoff and had called back, it was stated to me that nothing more can be done and CheapOair would only refund a portion of the fee I had to for rebooking.
1. Rebooking was CheapOaire's mistake and has caused client to have restricted ticket with additional cost to include baggage costs that would not have been incurred from original tickets! Original booking was in main cabin no restrictions!!
2. Customer is not allowed to upgrade which was identified to agent on initial call with booking and was told that once tickets were issued that would be taken care of which was a lie!!
3. Called Hawaiian airlines to get help and they indicated CheapOair would only need to correct what section of main cabin they assigned which was told to me could be done!!
4. After multiple calls back to CheapOair and 3 dropped calls from being placed on hold for long periods, we were told that the tickets could not be canceled and rebooked correctly?
This is totally unacceptable and needs to be corrected. I specifically told agent when booking was originated we wanted upgrade and was assured this could happen but messed up the booking that has gotten to the situation today. At this point I will be escalating this senior management within CheapOair and will continue to communicate until this situation gets corrected!!! This matter will not dropped and we will make sure it is corrected!!
Note I will be happy to provide my phone durations used on Nov 23rd during this total mess
I expect a response asap as to how we can get upgraded in our trip!!
Providing a token refund that was not discussed with me is totally unacceptable. This is not going away!!
Regards
John Moore
867 El Dorado Dr
Fullerton, Ca
jmamercup@aol.com
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