Fair enough I made a stupid typo on my name, it happens. I requested the name change before 24 hours of my departure time, as specified on Mytrip website, expecting they can offer some kind of solutions. Then I had the most terrifying experience with their customer service. I kept specifying that my request is not a name change anymore, as the airline doesn’t even have my passport info. To the airline, it will be like changing the name and passport number together which is not permitted. I need mytrip to submit my passport info to the airline, then I can request the name change with the airline. It is one thing that the agent is completely unhelpful despite me contacting 24 hours prior, and it is another thing when the agent just wanted to fob me off and lied he did something when he didn’t.
1. He replied slowly, and I had to wait 3-4 minutes for his reply. The irritating thing is, as soon as he replied, he also added a message to say “if no reply in 3 minutes, I will close this chat”. This looks increasingly like he is just trying to fob me off and getting rid of me, instead of looking into my issues more in details.
2. When I realise my conversation with him is not going anywhere, I asked for escalation and he refused to escalate for me.
3. After I used really professional terms that are provided by the airline (it is a BSP ticket but DOCS is missing), he said (I quote) “we need to add command on GDS to send auth to the airline which he already did. It may take some time to update the airline side.” But when I contacted Mytrip the next day, his colleague said they didn’t send anything to the airline.
4. I also requested the chat to be sent to my email at the end, but it wasn’t sent to me until I contacted them again the next day.
5. He also ended the conversation without checking with me if that is everything I needed, which I don’t believe aligns with the protocol.
I am very disappointed as the customer service nowadays is no different from robots really. Changing a typo in the name should have been easy as I am sure it is an easy mistake to make, especially with bookings made on mobile phones. Yet Mytrip is completely lack of protocol to help their customers (they can only help if you spot it 5-7 working days before, yay) and their customer service cannot give a human-like solution.
Actually robots may be better as robots don’t lie.
Just make sure everything is correct with your bookings as once something goes wrong, no one can help you. This seems to be the case with a lot of things in adults life now.
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