Review Time
The phone was answered swiftly after I was directed to the appropriate department. The representative was incredibly helpful and willing to go above and beyond to assist with the issues caused by the airline's flight changes. She returned my call as promised with the updated schedule and options. I'm truly grateful for her support; it alleviated a lot of stress. If only there were more representatives like her, resolving problems would be so much simpler. She is a true asset to the company.
We have booked numerous cruises through the service and have been loyal customers. Unfortunately, this time we encountered a negative experience. Their agent made an error with my husband's name on the booking, affecting all flights. This resulted in him receiving different booking reference numbers than mine, causing confusion with our extra legroom seat reservations. We had to repurchase those seats. When we emailed to express our concerns, we anticipated an apology, but instead, the agent who made the mistake shifted the blame. This trip was costly as we traveled to Canada and included internal flights. While there were other issues, this was the primary concern. The situation became very stressful due to the error. An apology would have been appreciated. Sadly, this experience has made us reluctant to use their services again.
Janine was incredibly helpful and provided detailed information regarding the transfer. She exceeded our expectations and fulfilled her commitment to gather more details, sending everything via email. This was a significant improvement compared to my past experiences with other staff members.
This was my second time booking with the service, and Scott was the agent who assisted me this time. He was exceptionally helpful, addressing all my questions and even correcting my name on the airline ticket. Given that my name is long, airlines often make mistakes! If it wasn't fixed before boarding, it would have caused significant delays. Scott resolved the issue with the airline quickly (within the hour!), which I greatly appreciated. He was also very supportive during my cruise bookings (I made two!). It's so refreshing to speak with a real person rather than just booking online. They provide immense help, and the service has always been patient and excellent, regardless of whom you talk to. Highly recommend!
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