Greedy-not good at their job-no empathy
Greedy-not good at their job-no empathy I have never been so disgusted by customer service in my life. First of all, when booking the ticket and having provided them with all our passports - -they neglected to tell me that Egypt has a 6 month validity requirement on passports. My husband and I were traveling to accompany my elderly mother to visit family in Egypt. At first I blamed myself for not being more diligent about research but then was told that MOST AGENCIES and MOST AIRLINES notifiy their customers upon booking -- to advise them. BECAUSE IT IS THEIR JOB. We didn't find out until the night before we were to travel. We had booked the tickets 2 months earlier and had SO many interactions with ebookings -- but my husband wasn't able to travel, and I didn't go either. And before you ask, NO. They didn't provide a full refund. We had purposely chosen QATAR airways because they have exceptional reviews for business class and though my husband and I were traveling economy, my mother would travel in business. The airline took excellent care of her and she said it was a great experience. I purchased my own ticket WITHOUT ebookings to go get my mom and bring her home when she was ready. Unfortunately, that didn't happen. She got sick while overseas and passed away. It's been a lot in the last 2 months -- When I called ebookings (after being told by airline they couldn't refund her return ticket because I had gone through this ebookings -- which by the way hides all sorts of fees so they're 'affordable' pricing is actually WAY more expensive) -- the service I received was atrocious. 1. When I told the representative why I was calling, he is the first person in customer service I have interacted with since her death who did not offer condolences or warmth of any kind. 2. When I became impatient and angry that he was telling me that there was nothing they could do and i needed to call the airline (who had sent me to him) -- he then backtracked and spoke to me as if I was being unreasonable because he said ther was nothing he could do to help me -- but now, since i'm yelling and screaming at him -- MAYBE he could do something. 3. I started crying because my grief is still new and he said, "Hey. Stop. Calm down. You need to be strong right now." To which I responded, "Crying is NOT a weakness." ALL of this was just atrocious. Frankly, I was expecting, "We are so sorry for you loss and this difficult time. There are some procedures we need to go through to confirm some things. We're sorry to ask you to do this, could you please send us the death certificate and we will see what we can do for you." Why was I expecting that? BECAUSE THEY ARE A TRAVEL AGENCY AND IT IS THEIR JOB TO HELP ME.