29 Aug, 2019 → by ClaimboUser706054
Associate Donny who was not willing to help/ unwilling to help by the airlines when there was a price drop with 24 hours

1

Due to a family emergency, I had to reschedule my travel dates and called phone number - [protected] and reached associate Donny. So my original travel dates were for 18th October 2019 - 27th October 2019 and this ticket was booked on 28th august 2019. However, due to my family emergency, my family wanted me to travel one month earlier however I had to prepone my trip to 20th September 2019 - 29th September 2019 (I didn't check the website when this was going on). So I explained my situation to him and he advised me with two different prices to reschedule my appointment. The additional fare he requested was approx cad 1, 100 on the first deal and then cad 800 on the second one. Due to this huge increase in price (I could do another round trip for the same amount) I couldn't make a decision and disconnected the call. After that, I decided at least to cancel the trip and rebook the ticket (cancelling fee was only cad 355.00 - still a big amount but comparatively cheaper). Here was the next twist. My round trip was booked for cad 1550, but when I went to check the website price was dropped to approx cad 1, 200.00 ($1, 189). Hence I called the customer care number and I got connected again to the same person (Donny) and went through the same conversation again. After listening to my explanation (can't really say he listened) he wanted me to talk to the appropriate people for my request and connected my call to united airlines (none of my flight in my itinerary was from united and I didn't know at that time he was connecting me to united airlines) and in the end the united employee informed I was misdirected to a different flight provider and I ended up canceling the call. To conclude I spent 2 hours of my time in vain because of an employee who was not trained to provide proper service. Also, his behavior to me was very rude because I was requesting to make changes and he pushed me both times to disconnect the call and was not willing to provide me with any sort of assistance. Afterward, I called another representative from the Montreal office (since I noticed the price drop) to see if they could help me out. I spent almost another hour explaining all of this (this time the associate was willing to help and was ready to check out the options I was talking about. Her name is Christina). Since the booking was made within the 24 hours time and as there was a price drop she talked to the help-desk to see if they could do anything to waive at least the cancellation charges, however their response they declined my request and quoted me with a higher price (which was for $1600 approx and I had to cancel my other flight and pay $355 too. Total cost again - $1855) and while waiting for all these to happen, flight I wanted to book in the evening became unavailable and ended up booking an early flight for 20th September -29th September 2019 paid cad 1189 for the ticket and canceled my other flight for $355.00 fee and got a refund of cad 1195. So I am wondering why do you have a customer care office when you don't care about us and penalizing us for booking in advance? It would have been better at least if somebody would have made an effort to take away the cancellation charges. I have the proof printed. Don't want to upload here as it has my personal information.
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