I signed up for a multi-year elite membership with a 14 day trial period. During the trial period I reached out to elite support because I wasn’t seeing many deals on premium seats. I received what appeared to be a cookie cutter response with 3 suggestions (which I had already taken if someone actually looked at my account before sending a response).Next I received an email stating the trial for my one year membership would be ending soon (again I had applied for a multi-year elite membership). I sent an email seeking clarity to why there was a discrepancy and asking for info on how to cancel the trial. I never received a response. I emailed again seeking clarity on the membership and why I was getting suggestions for actions I had already taken. I only received a response after having to email them a second time and only after the trail period had ended. They said they have a small team and are very busy (which is an indicator there is a staffing problem). The response indicted they had enrolled me in the multi-year membership and not the one year membership as their email had originally indicated. Here are my concerns now:1) If the emails I receive about the service I applied for are not accurate, does this also spill over into the accuracy of the flight notifications? (i.e. can I trust the communications they are sending?) 2) If they are short staffed in responding to customer questions, are they also short staffed in the areas responsible for identifying and sending flight notifications? As these are very time sensitive and the whole reason why some would pay for the service.3) If I send a question into elite support and the response I receive is to take three actions which I had already taken, why didn’t they look at my account before responding? This approach only causes frustration. Better if I would have been told that’s the best we can do, and we don’t have any other options/suggestions. At least I would have known and been able to make a more informed decision about the service during the trial.4) Most businesses offering a free trial membership will typically give their best effort and try to build trust during the trial, in an effort to secure the sale. So far I’ve learned, communications regarding membership are not accurate, answers to questions do not take into account your relationship and actions you’ve taken, the number of elite ‘deals’ are fairly limited and they are short staffed. …some food for thought if you are thinking about trialing or enrolling in this service. My response — the reply doesn’t address most of my original concerns. The acknowledgment about being busy doesn’t address the issues raised about inaccurate emails, communications and cookie cutter responses. I’m not yet seeing the value of paying for an elite membership, with very limited elite deals and the communications from customer service have not answered the questions asked — but instead have offered suggestions I had already taken. When you say your team work hard to get me the information I needed — why wasn’t the information accurate and correct in your original communications? This would have saved both of us the time of having to go back and forth and me needing to seek clarification. When your team did reply, why didn’t they answer the questions asked instead of trying to suggest things I had already done? and I assume they could have seen this if they simply looked at my account? Again this caused further back and forth because the original questions were not answered. I also believe that if you are going to offer promotions around your busiest time of year you should be able to forecast and plan staffing to meet the demand. This is a common business practice that is often indicator for how well a business is run. Most businesses will create service levels to insure they are planning and staffing for the busy/peak periods. I’m asking you to please do better since I’m locked into a multi year contract, due in part to your in-accurate communications and not replying to my emails in a timely manner.I appreciate the response, however it follows the same pattern of justifying your non-performance and not addressing what is documented as my concerns and your non-performance to fix the issues. Are the issues being addressed?Additional 1/23/25 Update: After posting my response to the Going reply, I had a member of the Going support team reach out to me via email and made commitments to address the issues I encountered. I give them credit for caring enough to follow-up, therefore I've increased my rating from 1 => 2 stars. I'll give them sometime to see if they actually address my concerns in future communications/performance and will consider additional adjustments based upon my experience.2/18/25 Back to one star, another email doesn’t work
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