On February 12 I booked a flight on eDreams from Fukuoka, Japan to New York City for March 5. Atleast, that is the date I thought I put in. I had a business meeting on March 10th so I remember putting in those dates clearly. After I paid in full I received a confirmation email saying that the date of the flight is April 16th. The flight I booked was a one way flight, there is no way that I would push April 16th, so there must have been a mechanical issue.
Unfortunately, I was in Japan and being 6-7 hours ahead of their Madrid office I was unable to call them during their office hours, so I immediately sent them an email stating my predicament. I sent the email 15 minutes after I received the confirmation email and thought that that was the end of my problems.
More than 25 hours later I receive a response saying that I would have to call the eDreams customer service number directly. The next day I called and was told that I had to contact them within 24 hours of buying the ticket. When I explained that I sent an email right after I booked the flight, they responded by saying I should have called them instead of email. I know that! I did not have the time, therefore I emailed them. Why does it take a full day to get around to emails? The person responding to my emails knows why I am contacting them, why can't they forward the message to someone that can do something about it instead of wasting my time by sending a response?
After a calling a few times and them refusing to let me talk to a supervisor or manager. How can a customer service rep refuse to let you speak to a supervisor? I used to work in customer service for years and that is customer service 101. Finally, I gave up and asked for a refund. They would charge 150 Euros for cancellation fee. I said okay, but still have not received a dime. It has been 3 weeks. I have received refunds before and it hase never take more than 3 or 4 days. I understand that this was a non-refundable ticket, but the horrible customer service and lack of efficiency is what really pisses me off.
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