Joshua James P.
poor communication and poor customer service.
This travel agency customer service has been below satisfactory. I called to book a trip to Hawaii which they said there was availability and to expect a confirmation within 24 hours. I was also told not to book a flight until I receive confirmation, which was in order. However, I did not hear back until more than 48 hours later which by that point all flight prices had increased. I called their office four to six times to get updates as well as emailed the help line. The travel agent apologized repeatedly and seem to empathize with my situation; however, when I got a response it was not via phone it was via email simply stating that they could not accommodate me at the price which they had charged me and I would need to pay an additional $600+ in order to travel with the group. There was no offer on behalf of the company to compromise or to negotiate with me based off of the inconvenience and the cost of airline tickets which had increased while I was waiting over 24 hours beyond what they promised. the travel agent had memorized my phone number by the time I had called after the 48-hour mark and greeted me on the phone by first name. I have been trying to call and reach them since they sent me the email requesting an additional $640 and have yet to receive a call back. I have left two thorough voicemails requesting a call back, as well, with no response. I only think that it is fair and appropriate that when a company does not meet their end of the agreement that there needs to be some sort of compensation for willing customer. The extra cost is for me to have my own room and on the website that was advertised as a convenient options however it is not my fault that they overbooked the trip and I do not have the option to book with another person. There has been lack of transparency through this process. I did my part and paid the full price for the vacation upfront as requested. I highly do not recommend this organization for a travel agency. There clearly are issues with internal communication. Additionally there appears to be no intentions by the company to ensure that a customer is satisfied.
Response from Best Single TravelJun 21, 2019
Joshua booked an 18 to 35 year old trip with a roommate. The trips start date was only 5 days from booking. When booked he was advised that the trip was on request and almost sold out. After checking with Hawaii there were no roommates available so he was offered a single room or his money back. He was advised not to book his airfare until confirmed. We are sorry there were no roommates available.