CheapOair.com
CheapOiar runnied my family reunion - Booking number 3634808

Back IN June 5 th this year I bought a vacation for 4 in Punta Cana Dominican Republic. Also bought insurance and other bells an whistles in order to avoid possible further headaches: reservation no: 7676495. Two of us leaved form Europe and the other two form Atlanta US. Here it comes Sept 2 and we arrive at the resort, VIK Arena Blanca……"surprise" I was told that they have received 3 vouchers only instead of 4 as it was supposed to.

The only way to get in touch with CheapOair was to use my cell phone on roaming 2 usd / min or eventually the hotel phone upon check in, which is about the same price per minute but no certainty of having a list of the phone call placed. I used my cell phone and burned more than 100 minutes after going through multiple transfer until I finally got in touch with the agent that booked our vacation; Nicholas. He asked to talk with the receptionist - so he used my cell phone for this - and told me that tomorrow all the documents will be send to the hotel and also he will call by the same tome tomorrow. It didn't happen. For the next 5 days I had the same daily routine, checking with the reception desk if the 4th voucher it's been received. On Sept 7th I have found a letter in my hotel room sent by the resort management asking me to meet them in order to “discuss" my reservation. I walked to the reception desk and I was told to pay for the 4th person. Had no other option and so I paid.

Later on in the afternoon the phone in our room rung, it was a resort clerk, asking me to go immediately to the reception desk. Here we go, I walked again to the reception desk. I was told that they've received the 4 voucher and they have to refund the amount I just paid that morning. ON Sept 9th we went home and basically I have spent $200 on phone calls, few hours form my vacation time trying to fix and issue which I haven't caused. Basically they ruined my vacation, all the vouchers supposed to be sent prior to our arrival to the resort not 2 days prior our departure as in fact happened. One of the questions I asked Nicholas on the phone was: who suppose to pay for my air time used while on roaming? His answer was: this is a tool free phone number??!!! Really it’s tool free when calling from Punta Cana Dominican Republic? Few more details:
In middle of July I called Nicholas asking him if all the papers sent by email to us as good and does include all 4 persons he said yes.

Middle of August, I had sent an email asking again if the same thing, again the answer was positive.

Few days before departure sent another email and this time no reply.

Issues:

1) Long on hold wait time when calling for an existing reservation.
2) I had spent time and money trying to fix this problem created by others and I did not supposed to go thought this in my vacation time
3) 2) Most of the customer representatives were unable to fluently communicate in English, plus strong foreign accent makes them difficult to understand.
4) Nobody really apologized for the inconveniences created.
5) Documents sent by email did not reflect the fact that I paid for 4 people as I paid, only 3.
6) On the 2 emails received from them, they were reluctant to discuss how I am going to be compensated for the fact that my vacation was ruined? They only said they will investigate this. It was no obvious what happened already?

Company: CheapOair.com
Country: USA

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