Gabriela
VAYAMA = DOUBLE CHARGE + RUDE CUSTOMER SERVICE!
I purchased a ticket through Vayama website. I received two confirmation codes and two separate Vayama charges on my credit card. I called Vayama, spoke to a customer service representative who told me there was just one ticket and I shouldn't worry, it would fall off my credit card and I would only be charged once. Three days later I see there are still two tickets and two charges on my account (except this time they've actually posted to my credit card and the amount has been withdrawn TWICE). I emailed Vayama and didn't receive a response (even though I have an email tracker and I know they read my email), I then called Vayama and spoke to an employee who said her name was Susan, I explained the situation: Her company had charged me twice for the same ticket, and I just wanted a refund for the double charge. Susan was by far, the rudest customer service person I have EVER had to deal with. She said it was my problem, I had bought two tickets and there was nothing she or anyone could do about it. I explained to her that it was literally impossible for me to buy two tickets for myself for the same flight on the same day, at the same time. And I kindly asked if I could speak to her supervisor. She said "I am the supervisor and I won't be transferring you to anyone, so whatever you want to say you can say to me, but you paid for the ticket twice so it's your fault and that's that" She was so rude and literally shouting at me, that my husband who was on the other side of the room asked me who was shouting at me on the other line. He could not believe it was a customer service rep. Really unacceptable and unprofessional. This "Susan" agent/supervisor was unwilling to see that maybe there was some glitch in her system, maybe their website put my card through twice, she just blamed the customer for the problem and refused to help resolve it. I then called Lufthansa - the company that Vayama had booked me to travel with, and they said it was a really easy fix, all Vayama had to do was call them, give them the duplicate ticket numbers and the airline would credit me back for one. This woman "Susan" was unwilling to help me in any way and didn't offer this as a potential solution. Had I booked directly with Lufthansa, this would not have been an issue. For a company that deems themselves a "Travel agent with great customer support" this has absolutely not been my experience. I spoke to Lufthansa who told me all Vayama had to do was "Contact the Lufthansa travel agency support line, explain the situation, give my two travel confirmations and get a waiver to cancel booking for free." But Vayama refused to call Lufhtansa, they refused to transfer me to an actual supervisor, they lied about one of the charges falling off my credit card and then blamed me for a double booking and told me that it was my fault that I had spent the money on the same ticket twice and there was nothing they could/would do about it. I asked Susan "What normal human being would purchase two tickets for themselves for the same flight on the same day at the exact same time? Does that seem like something people do?" It must have been a technical issue, and yet, they were unwilling to take responsibility, or even try to fix the problem which according to the airline would take only a phone call from the travel agent! Instead they are choosing to hold on to my money (TWICE) and refusing to provide any customer support regarding this situation. This is unjust, unfair and HAS to be illegal, especially since the airline assured me this happens from time to time and travel agents usually just call in and fix the double booking. Vayama's unwillingness to help in this situation is unacceptable. I filed a claim with the BBB, another claim with the FTC and another claim with the ASTA, I also filed a dispute with my credit card for the double charge, and sent a second email to Vayama. Still no resolution, and what should have been a $482 flight has turned into a $964 one way ticket! I hope justice is done. I recommend not supporting this company or it's sister companies, they should be held accountable for their terrible customer service. Please note that Vayama is owned by Travix International B.V. and some sister companies include: BudgetAir, CheapTicktes, Flugladen, Vayama, Vliegwinkel and others. Please do not support any of these companies, as they all fall under the same corporate umbrella and probably have this kind of terrible customer service across the board. No surprise they have 1 star (out of 5) on average from 91 reviewers on BBB! #Vayama #Scam @Vayama