Never here booking again. Zero grace on mistakes.
I will never use this service again. I was trying to book a flight several weeks in advance but accidentally booked one departing in two days. Within minutes, I realised my mistake and tried to reschedule it for the date I had originally intended. The rescheduling fee alone cost as much as the tickets. Changing the booking would have cost more than buying new tickets for the correct date. Customer service said they would open a case and escalate it to the airline on my behalf. They then talked me into a “voluntary cancellation” because, under these “special cancellation circumstances,” it had to be done within two hours to qualify. I completed it within an hour and a half. Now that I’m following up, they’re citing the regular cancellation policy because I completed a voluntary cancellation. The very cancellation they told me to make to qualify for special consideration. Lol. Smoke and mirrors. Who would have thought I was being manipulated? They also forced me to buy the replacement tickets through them to be eligible for the “special circumstances refund request.” This replacement booking was for my originally intended travel date, three weeks away. It was the same flight with the same airline at the same departure time, just on the correct date. It cost $50 more and included 5 kg less baggage. How does a flight three weeks away cost more than the same flight departing in two days? A higher price for the imminent departure would at least have helped flag that I was booking the wrong date. The refund was just $50 (+$30 for extra baggage i got) out of the original $300. After paying for the cancelled flight and buying the replacement tickets on top, I’m now close to $600 out of pocket for what should have been a simple reschedule. That $50 refund was effectively swallowed by the extra $50 you charged for the replacement. You jacked up the price of the second booking and wiped out the refund. Your manipulative booking process contributed to the mistake. Pages kept refreshing during ticket comparisons and checkout. Meanwhile, pop-ups warned about possible price changes or tickets selling out if I didn’t book quickly. This creates unnecessary stress and pressure to rush. It is blatant manipulation. You site is the worst out of all I was using, I will pay extra next time as to not be abused by your site. You do not clearly display dates throughout the booking process. On the checkout page, the date is extremely small. You know how confusing and disorienting it can be to compare flights across multiple providers and tabs. I just happened to be on the wrong tab. If the fee had been reasonable, perhaps $25 or even $50, I could have understood. Whatever, you’re a corporation making money. But nearly doubling the cost of a booking over a small oversight is entirely abusive. You incurred no cost that justified this and still made money on both bookings. You forced me to make the replacement booking through you to qualify for the refund request. Then you made more money on that flight while giving me 5 kg less baggage and charging me $50 more. Even though I had found bookings cheaper by $50 to $100 for the same replacement flight. Same time, same day, same airline. You also charge $70 per ticket for cancellation or rebooking eligibility when initially checking out. Paying that upfront would barely offset the cost of a future mistake when your change fee is only $30 to $50 more per ticket. WHY DO YOU CHARGE SO MUCH FOR A RESCHEDULE WHEN I’M THE ONE PRESSING ALL THE BUTTONS Charge more. Provide less. Make us do all the work, then charge us again when we need to do more of it. You make money out of misfortune. Zero grace for a simple mistake. ZERO REGARD FOR CUSTOMER SERVICE. Disgusting. A ridiculous, expensive waste of time. I will never book with you again.