On Oct 25th I booked a so called “Refundable” hotel (obviously more expensive) through Cheapoair.com and after few hours from the booking time (~12 hrs) because of the change in plan, I had to cancel the reservation (that’s where trouble begins). First, I had to look the Itinerary for customer service phone number. They have (800) 525-0400 for “any assistance” and (866) 636-9088 for “specific cancelation or change in reservations” (nice categories). By the way, wrong category, cause both of them will transfer you to the sales/billing department (as if you haven’t had enough) and when you explain the situation they politely transfer you to customer service (probably in mercury) and that’s where the real problem begins. As you can read from all the reviews, their customer service hold time has the world record for being the shortest (~ 1hr). Anyway, after all, since the call volume was so high I was on the line until I got dropped from their queue (probably their server couldn’t handle that call volume). The whole cycle happened to me more than 4 times and finally I was able to talk to an angel. The angel got all my info and finally asked me to wait for 2 mins, and I don’t know why by the call got dropped again (really???). Yes, really and believe it or not the same exact thing happened again and again.in other words, it seems like they were programmed as if somebody calls for cancelation, they should hang up the phone (so to be able to serve the rest of the volume). Anyway, I finally gave up and tried the Chatting option in their website. This time, the rep said, oh you know what, since it’s been 26hrs from your booking time, you have to pay $150.99 as penalty (must be kidding me….). No, he was as serious and knowledgeable as Steve Jobs. After all calls, chatting and spending my time with these creatures, I figured that Cheapoair.com is nothing but Scam. They make you pay more for refundable reservations, they sometimes don’t even provide confirmation number, if you want to cancel it (even right away), they don’t provide any contact numbers (except to their marketing department), and after all they won’t make a quick cancelation at least for the first 72 hrs (so that they can charge penalty). I have also heard that sometimes, they cancel the reservation and will not even refund you. So I am really surprised why JD Power hasn’t been awarded to this extraordinary company with excellent customer reviews???
Anyway, good luck and god bless with all who wanna have reservations with them.
Sincerely
Pejman
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