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1.6

I have my experience below, this is an email I sent to their "escalation department" because they told me they don't have managers.

"I am emailing you due to a customer service representative discussing with me in a non-professional manner my issue with my insurance not being added to my flight as I requested.

Initially I called to gain clarification on why the insurance company failed to have my information. This representative was unprofessional and extremely unpleasant to speak with. I did not get his name but if there is a way to track who I spoke with, I called at 6:27pm EDT and we spoke for 18minutes. the conversation ended with me hanging up on him from the most disrespect I have ever experienced in my 32 years of living on this earth. He would ask me a question and I'd try and answer. He would cut me off and speak louder than I. This type of behavior is unacceptable in the world of customer service. This call resided from pressing 3 for cancellation department. Additionally the back ground was extremely loud.

He informed me that I received an e-ticket which he said was not my ticket and doesn't guarantee I'd have the insurance I selected to pay for during my booking. He stated that I would've had to confirm my flight in order to obtain this insurance. He then recanted and stated he did not say this. I explained to him or at least attempted to explain (but he was too busy yelling and cutting me off) that per this email it states that my flight was booked. I never received an additional email regarding being "ticketed". He stated why didn't you call, (mind you my flight is not until March 29, 2018 ) I stated to him I didn't know I was supposed to inquire about that when I did call. I called to get my confirmation number to access my tickets so that I could pay for my luggage. He continued to talk over me. This is when I stated to him that I called and received a confirmation number so I thought I was all set, I've never had to do this with any airline or third party that I have ever booked with. He then started repeating that what was sent to me was an e-ticket and not an actual ticket, then he said an actual ticket was sent to me and on there it explains why I didn't have the insurance. I tried (but yet again continued disruption and disrespect) explaining that I have only received one email from support@***.com and he said that I needed to take that up with my email provider after I had already stated I can call them to gain access or proof of what was sent to me. I asked if I never got that email or confirmed how did money come out of my account for the ticket and why can I see my flight information on spirit. I also asked why didn't anyone share with me when I called the other times of the information he has been yelling to me. He expressed that no one will share this information with you, you would have to ask. I replied how do you ask a question you don't know to ask. This continued for a while. I then expressed my frustration with this company's dynamics and expressed fraudulent activity. I have read the website and the one email I received and non gives an inclination that I needed to call. He also stated why didn't I call when I noticed the amount wasn't the total I assumed I paid. I explained to Sir that I did not notice this, I didn't think to check my account but now I will. He yelled at me telling me then it's my fault.

I am extremely pissed about this experience. Please give me a call as soon as possible.

I need for this flight to be cancelled due to several reasons and I knew this could probably happen that is why I purchased well attempted to purchase the insurance to begin with.

It is because of representatives like this, easy situations escalate. You DO NOT need someone like this on your staff. I could tell by his dry monotone voice and demeanor he did not like his job".

I plan to take this issue as far as I possibly can, this is not a way to treat people.

Reason of review: Poor customer service.

Monetary Loss: $288.

Preferred solution: Full refund.

ExploreTrip Pros: Price.

ExploreTrip Cons: Deceit, Poor customer service, Disrespectful, Lack of information, Fraud fraud fraud.

Location: 4000 E 3rd Ave #650, Foster City, CA 94404, USA

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