Terrible customer service, bad bookings, and now they wont take my calls.
Complaint
Rita Steyn
Country: United States
Dear Cheapoair,
This is now the fourth (maybe 5th) email I have sent reagrding the above booking number. I first called your company because on a recently purchased flight we had only been given 2.5 hrs to travel from LHR to Gatwick Airport to change planes.
I have made that trip previously, and I know that one cannot get from LHR to Gatwick in 2.5 hrs with enough time for security, customs/immigration and check-in. You have to travel back into London and from there on to Gatwick because no train line exists between both airports. So, firstly, you are costing me extra money, and quite a lot of it, in transportation between the two airports. Secondly, in order to transit between the airports I have had to obtain a VISA for the UK at an additional cost of $94 to me.
Thirdly, the time that I have spent on the telephone with your representatives and supervisors has cost me hours of my time, and each time I have been told again and again that the issue will be resolved. First within days, then fewer days, then I was told hours. Each time this issue has not been resolved. The last time I called I spoke with another supervisor, Mabel, who then got in touch with the original supervisor, Barby, and was told again that I would get a call back and I did not. That was May 4th.
I called again today and was told by Barby (ext 9011) that she would call me back.
So, in order, here are the representatives in your company that I have spoken with:
April 7 - Ponty. He said the issue would be resolved in 7 days. On April 15th when I did not recieve a call back I called your company and was told 3 days. I then spoke to Coby on April 19th, he told me I would get a call back in 2-3 days. When I called back on April 29th I spoke with Vidhi, who finally put me through to a supervisor, Barby, who has yet to resolve this situation for me.
Furthermore, I would like to know how your company is going to compensate me for the extra costs incurred in this process. The money for my visa application, the time on the telephone (I have a screen capture to your number where I was on hold for 20 minutes!) and the transporation fees.
I would also like to know, as I stated in my first email to you, how each ticket has $486 in fees on top of the price??? You website explicitly says: ' Fares are round trip, Fares incl. all fuel surcharges, ad valorem tax and our service fees and gov't taxes.'
So what are these extra fees? Our original tickets were listed at $1667, I bought the travel insurance, but you charged us $972 EXTRA in FEES. This is ridiculous. This is by far the worst customer service I have ever encountered, and the most exorbitant prices. You website also says that you can save travelers up to 65% but I want to know how this is possible if you charge fees like that?
Throughout this process I have been talking with friends, family and colleagues about what has happened, and done some online research. I found this website full of complaints about cheapoair, www.complaintsboard.com and I filed my own. I will continue to follow this process and demand that I be compensated. I truly cannot believe that your company operates in this manner. If I had the choice, I would simply request a refund and buy my tickets elswhere, this has cost me enough in other ways already. PLUS I don't have any tickets yet, and they were purchased in MARCH.
Yours,
Rita Steyn
This is now the fourth (maybe 5th) email I have sent reagrding the above booking number. I first called your company because on a recently purchased flight we had only been given 2.5 hrs to travel from LHR to Gatwick Airport to change planes.
I have made that trip previously, and I know that one cannot get from LHR to Gatwick in 2.5 hrs with enough time for security, customs/immigration and check-in. You have to travel back into London and from there on to Gatwick because no train line exists between both airports. So, firstly, you are costing me extra money, and quite a lot of it, in transportation between the two airports. Secondly, in order to transit between the airports I have had to obtain a VISA for the UK at an additional cost of $94 to me.
Thirdly, the time that I have spent on the telephone with your representatives and supervisors has cost me hours of my time, and each time I have been told again and again that the issue will be resolved. First within days, then fewer days, then I was told hours. Each time this issue has not been resolved. The last time I called I spoke with another supervisor, Mabel, who then got in touch with the original supervisor, Barby, and was told again that I would get a call back and I did not. That was May 4th.
I called again today and was told by Barby (ext 9011) that she would call me back.
So, in order, here are the representatives in your company that I have spoken with:
April 7 - Ponty. He said the issue would be resolved in 7 days. On April 15th when I did not recieve a call back I called your company and was told 3 days. I then spoke to Coby on April 19th, he told me I would get a call back in 2-3 days. When I called back on April 29th I spoke with Vidhi, who finally put me through to a supervisor, Barby, who has yet to resolve this situation for me.
Furthermore, I would like to know how your company is going to compensate me for the extra costs incurred in this process. The money for my visa application, the time on the telephone (I have a screen capture to your number where I was on hold for 20 minutes!) and the transporation fees.
I would also like to know, as I stated in my first email to you, how each ticket has $486 in fees on top of the price??? You website explicitly says: ' Fares are round trip, Fares incl. all fuel surcharges, ad valorem tax and our service fees and gov't taxes.'
So what are these extra fees? Our original tickets were listed at $1667, I bought the travel insurance, but you charged us $972 EXTRA in FEES. This is ridiculous. This is by far the worst customer service I have ever encountered, and the most exorbitant prices. You website also says that you can save travelers up to 65% but I want to know how this is possible if you charge fees like that?
Throughout this process I have been talking with friends, family and colleagues about what has happened, and done some online research. I found this website full of complaints about cheapoair, www.complaintsboard.com and I filed my own. I will continue to follow this process and demand that I be compensated. I truly cannot believe that your company operates in this manner. If I had the choice, I would simply request a refund and buy my tickets elswhere, this has cost me enough in other ways already. PLUS I don't have any tickets yet, and they were purchased in MARCH.
Yours,
Rita Steyn
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