So here is the REAL story:
Mr. T complains about poor customer service. He booked a ticket from an e-mail which bounced. We called him and found the correct e-mail. We have spent countless hours right since the minute he was a No-show on the flight trying to help him. We have taken his calls after office hours to help him best of our ability. After all the help, it is unfortunate that he posts a mail like this on the Internet. Mr. T missed the Flight and airline showed him as NO SHOW on the flight, which means he reached there when flight had left. He wanted us to put on the next flight, which of course was much higher. We told him that the ticket is not refundable (which he knew) and he can use the money towards a new flight with penalty (as per the fare rules). We also told him that it must be done shortly as if not done in time, airline can remove it from the system since it was a No Show and we can not do much. We have informed Mr. T every step of the way of the rules. But what he wants is for company to pay for him missing the flight. Below is what we told Mr. T in Aug. He is now again requesting to change the date and of course airline changed the status and not much we can do. We understand Mr. T’s frustration but we have done every thing by the book.
We provided the ticket as we promised. We have spent hours helping him.
We have served over thousands of customers since we launched Globester in 2004. We are not perfect but we try our best to help our customers.
From: Globester Customer Service [mailto: [email protected]]
Sent: Tuesday, August 12 10:48 AM
To: 'T’
Importance: High
Dear T,
You purchased a negotiated fare, which is cheaper as it has restrictions. To avoid any such issues, we actually tell on Purchase page as well as in the e-mail which is sent right after the booking is made that the tickets are non-refundable. As now mentioned to you a few times, that you can change the dates and for which we are trying to help as much as we can.
On your ticket, airline has posted a No-Show. Why airline did not let you board has nothing to do from us.
Now for the No-Show, airline can any time change the status. If that happens; you will loose all the money. To avoid that you should change the tickets at the earliest and re-issue tickets for future travel dates.
Negotiated fares restrict you to travel on certain class, for which airline has fares out only up to March 31. So we can not make a booking or re-issue a ticket for this fare after March 31.
Fares after March will come out in Aug/Sep time frame but by then you will loose the ticket if a new ticket is not issued. So we will advise you to pick a date before March 31st and use the tickets by then.
As from our perspective, we have followed up on things more than it is required from our end. We sold a valid ticket. We also mentioned that ticket is non-cancelable.
We surely understand your personal situation. We also do not have any choice on Airline rules and operations. Again, from our perspective we have done every thing by the book and open to help you under the rules of the ticket.
Please let us know if there are dates before March 31st, you would like to travel and we can check availability and tell you penalties and fare difference. Lastly, if the status on the ticket is changed, we will not be able to change the dates and you will loose all the money.
Regards,
Globester Support
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