My complaint:
I purchased a flight with ASAP Tickets from the US to Africa; regrettably, my trip ended earlier than envisaged for an unforeseen personal reason. When I called to exchange my ticket, Agent Gates insisted that I buy another travel insurance, despite the fact that I had already paid over $754 when I bought my ticket, so why would I need another one since it was the same flight?
I unselected the travel insurance boxes and agreed to pay the airline’s $2951.90 exchange penalty fee, but he wouldn’t process my exchanged ticket until I added this travel insurance service.
I argued and questioned him, Why? To get me to pay his desired price, he started changing the ticket and raising the exchanged penalties.
I hung up and called the customer service line immediately to dispute it and ask for another agent, but they informed me that Gates is the one responsible for my exchanged tickets (This was all set up).
Unfortunately, I ended up calling him back as I desperately needed this exchange to get back to the US. He then informed me that he had cancelled my reservation and that I would now have to pay $3406 for a new reservation that included mandatory travel insurance.
Gates played the wise by adding the travel insurance service fees on top of the airline penalties each time I contested the travel insurance. Additionally, he informed me that even though the price would be the same with or without the travel insurance service, if I don’t add this insurance, I won’t have any insurance for this flight which was a treat in order to force me to select the travel insurance box.
I wondered whether the agents receive a commission or other payment for persuading clients to use their travel insurance services.
Suggested solution:
So they don't Scammed another Customer
