Customer Service Representative Azam – Unprofessional …
I would like to formally express my disappointment with the customer service I received from Agoda’s representative, Azam, regarding my ongoing case. The experience was extremely frustrating and fell far below the standard of professionalism, accountability and customer care that I would expect from an international booking platform of Agoda’s scale. Throughout the call, Azam appeared incapable of taking ownership of my request. Instead of properly investigating the issue and providing a clear resolution, he repeatedly shifted responsibility to the third-party vendor and the hotel, suggesting that the hotel had the final say in the matter. However, I had already contacted the hotel beforehand, and I was informed that Agoda was responsible for addressing the issue. Despite explaining this to Azam, he continued to direct me back to the hotel without offering a meaningful explanation or taking any initiative to resolve the matter. This made the entire process unnecessarily repetitive and frustrating. If Agoda is unable to resolve issues arising from bookings made through its own platform, what exactly is the role of Agoda’s customer service team? I also find it unacceptable that the involvement of an unspecified third-party vendor was used as a reason to redirect my concerns elsewhere. As a customer, I made my booking through Agoda. I should not be expected to navigate internal arrangements between Agoda and its vendors or repeatedly contact different parties just to establish who is responsible for resolving my issue. What made the experience even more disappointing was Azam’s manner of communication. Rather than demonstrating patience, professionalism and a willingness to help, he came across as unhelpful and dismissive. I was also deeply taken aback by his response during the call, as he raised his voice and shouted back at me. This is completely unacceptable conduct for a customer service representative, regardless of the circumstances. This was only my second official booking experience with Agoda, yet it has left me questioning the reliability of the platform and the quality of its customer support. My experiences with Booking.com have been significantly more seamless, with a much clearer sense of accountability and support when dealing with customer matters. For a company of Agoda’s size and international standing, I would expect its customer service representatives to be properly trained, knowledgeable about their responsibilities, equipped to manage escalations and, above all, capable of communicating respectfully with customers. Unfortunately, this experience demonstrated a serious shortfall in those areas. I urge Agoda to look beyond this individual case and examine whether its customer service processes adequately empower representatives to take ownership of problems rather than simply redirecting customers elsewhere. I am prepared to escalate this matter to Agoda’s country director, as well as senior management at its headquarters. The experience has significantly undermined my confidence in Agoda, and I would be hard-pressed to consider using the platform again. Agoda has built a significant international presence, but a company's reputation is only as strong as the experience it delivers when customers need help. Customer service should not be about passing responsibility around until a customer gives up. It should be about taking ownership, communicating professionally and delivering solutions. I sincerely hope Agoda takes this complaint seriously and responds with the accountability and professionalism that this situation warrants.