Megan S.
Unacceptable & terrible customer service
I booked my flight back in April on their website coming out to just over $700. within 5min they called me to tell me my flight was no longer available and the next available was $1258. I was suspicious, and declined rebooking. did some research and thought id give it another try because they kept contacting me to book. So I proceeded to rebook, with the flight now being $1898! I was baffled because that didn't even include luggage, So the agent David told me due to the inconvenience they would give me a $200 credit to be applied to my itinerary for luggage but I was to call 72hrs before my flight to add it. So now the week of my trip, I called to add the luggage, and was told the credit is for rebooking a flight not for use towards luggage which is not what I was told. upon talking to Leo and David once again both of them denied this and after being hung up on multiple times I was then told by who was a "supervisor " who was actually David that I would be provided a refund that would be able to be used towards our luggage as a courtesy. Now the morning before my flight I get a notification to check in my flight and upon doing so my confirmation code cannot be located. I begin to panic thinking what happened because last night I went on and it was still active showing our tickets and the flight on time. My husband and I are supposed to be leaving at 5am for our anniversary trip. so yet I call again and speak with Leo, and he tells me that after speaking with David my entire flight had been canceled since I requested a refund and was going to file a complaint. (which was only said because they were not holding accountable for the the luggage in the first place). now my entire flight is canceled after I paid $1898 for it months ago, and now the current rates are $2700+. this was unacceptable and not authorized. I am extremely upset as we were not expecting this to happen and what a way to ruin our anniversary trip before we even left. I will be filing a formal complaint also now because this is extremely unorthodox. they should be ashamed for scamming people. the email I have from David even states I would be refunded for the $185 to use towards my luggage. no where does it say my flight nor the rest of my payment refunded. TERRIBLE CUSTOMER SERVICE!!


