“I am writing to make a formal complaint regarding the use of my £100 flight voucher, which I received after a previous flight cancellation.
When I attempted to use the voucher to book a new flight, I found that the ticket price offered through your website was approximately £80 higher than the price offered by Trip.com for the same flight, with the same airline, departure airport, departure time, and travel date.
This means that, even after applying my £100 voucher, I would still pay more than if I booked the identical flight through Trip.com. This makes the voucher far less valuable than expected and does not seem fair to customers who were issued vouchers due to flight cancellations.
Very disappointing”
“I’ve booked a flight with them but unfortunately I had to make some changes. The changes are being made 2 months before the flight. They quoted me the fee for any flight changes not including additional cost. Their terms and conditions indicate that any flight amendment would entail some costs which I’m happy to pay. However, when I put forward the changes, they tell me there’s no seats available. I asked them it doesn’t make sense because when I checked the flights that I wanted to take instead, there are seats available. The customer officer then said by that I can just buy new tickets if I want to, but will not get any refund in line with their policy. Really? They T&C indicates you can make some changes and in this instance, there are flights available for the ones I was wanting to change. It’s still 2 months before the affected flights and apparently they can’t change them. But I can buy new tickets from them for the nee flights! Absurd. Similar to others’ experience, customer service needs improvement. There was no sense of empathy from the other line and she sounded irritated amidst the respectful approach I took. If you have other option to book, perhaps look elsewhere or be mindful of this experience.”
