“This company does not allow you call to clarify any issues you have with the representative or clear up any confusion when booking. The representative I had, I believe had trouble writing in English & could not clarify the context behind their request for information; sending repeat copy and paste instructions, even after the requested flight information was sent to them.
When I requested their name and supervisor's information to clarify the confusion, they again resent my booking information with my first and last name, deliberately ignoring my request and eroding my sense of trust in the company as a customer.
Overall, the procedure needs to be clear and transparent, and staff need to held accountable if their communication is confusing to the customer. There needs to be the option to provide complete flight details on the website so that the client and anonymous staff member are not going back and forth with the same details over and over again.
This erodes trust in the company and makes the representative appear unprofessional to the client. If the client has a confusing experience when they first book, they are less likely to refer friends and family to the service and the business loses customers.”
