Great App, Inconsistent Info
I really enjoy this app because it meets most of my reservation needs without having to speak to anyone. However, my most recent experience highlighted some limitations and inconsistencies in customer support. I wanted to increase my reservation from two passengers to three for both the outbound and return trips, but I couldn’t make that change through the app. I initially tried purchasing a separate ticket, but I couldn’t find the return trip, so I reached out through online messaging for help. The first representative told me I would need to purchase a separate ticket, which was exactly what I was already having trouble doing. During a later conversation, another representative offered to send me a payment link to add the passenger. I paid through the link, and when I checked the next day, my reservation had successfully increased from two passengers to three, although there were two separate receipts. I appreciate that the issue was ultimately resolved, but receiving different information made the process more confusing than necessary. Improving the app’s reservation modification options and providing more consistent training for support representatives would make the experience much better. Thank you!