Review Time
I am formally expressing dissatisfaction regarding the inefficient management of my flight change and refund process by the airline and its representatives. I visited the office in person, completed my flight change, paid the required fees, verified my identity, and submitted all necessary forms. Despite this, I was later directed to contact another office for my refund and was repeatedly asked to resubmit forms and present my passport again. This unnecessary redundancy shows a significant lack of internal coordination. After following all requests, I was informed that my signature was considered 'incorrect,' even though no specific requirements were communicated in advance. The lack of clear instructions resulted in further delays. Due to these procedural issues and inconsistent communication, a simple refund has taken months. The ongoing back-and-forth and lack of accountability from the support team has caused considerable inconvenience and wasted time.
I am submitting a formal complaint about the highly inefficient handling of my flight change and refund process by the company and its representatives. I visited the office in person, completed the flight change, paid the necessary fees, presented my passport, and submitted the required application forms. My identity and documents were thoroughly verified at that time. However, I was later told to reach out to the Auckland office for the refund and was repeatedly asked to resubmit forms and provide my passport again — information that had already been verified. This unnecessary repetition reflects a significant lack of internal coordination. Additionally, after fulfilling all requests, I was informed that my signature was “incorrect,” despite no specific signature requirements being communicated beforehand. I typically sign in English, and the absence of clear instructions led to further unnecessary delays. Due to these procedural failures and inconsistent communication, a straightforward refund has now taken several months. The ongoing back-and-forth and lack of accountability, including from the support team, has caused considerable inconvenience and wasted time.
I had an outstanding premium business flight experience today from Sydney to London via Taipei. The cabin was beautifully designed, the food was excellent, and the champagne was top-notch. The crew was friendly and attentive, and my bags were among the first off the carousel—what a rarity!
I rarely take time out of my vacation to write reviews, but I feel compelled to warn others about my experience. Avoid this airline if at all possible. If you need to visit China, consider other options. This was the worst airline experience of my life. The staff exhibited a complete lack of hospitality. They denied my requests and made me wait in a long line for the restroom despite having paid for that privilege. The food was terrible. I am known for my hospitality skills, and this airline's service was far below expectations. The management's response to my concerns was dismissive, and I felt threatened for expressing my dissatisfaction. This airline does not understand what hospitality means. I will never fly with them again.
I have been a loyal customer for nearly 10 years and am now ending my relationship due to poor customer service. I traveled to Manila twice this year, and each time, my checked luggage did not arrive as priority luggage. Upon arrival, my luggage was damaged. When I reached out to the airline about this issue, there was a complete lack of concern. The poor response to my damaged luggage has led me to decide not to fly with them again.
This was one of the most disappointing experiences I've had in my nine years of travel. I was overcharged for excess baggage and had to wait five hours for my suitcase to arrive. Normally, a reputable airline would deliver the suitcase to the customer, but that was not the case here. They were incredibly difficult to deal with and the airport staff were not welcoming.
I had a terrible experience with this airline. They left me stranded in a foreign country without assistance. The customer service representatives offered no help and failed to honor my flight bookings. I received no communication about the cancellation of my tickets back home, and when I tried to check in, my booking was missing. Their representative merely suggested writing to corporate without offering any immediate help. I will avoid this airline at all costs.
During a 24-hour layover in Taipei, I was denied exit from the transit zone based on the airline's instructions from check-in in Japan. This was not mentioned during booking or in the confirmation email. Their website even encourages visitors to explore Taipei during layovers and offers shuttles and guides. We had booked a hotel and met visa requirements, yet we had to argue with the staff to be allowed out. It was a frustrating experience.
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