My complaint:
We bought our tickets through Agent Dakota.
Since we could not travel because of COVID-19, we waited till May and requested for our refunds to be deposited into the same credit cards we used to purchase the tickets. Since we could not reach our agent Dakota, I was connected to agent Turner who agreed to help us start the process. He said I don’t need to call that he will call me when the refunds are ready.
On July 15, we received an email from your customer service that the refunds will be processed shortly. A week later I called Turner and he referred me to my agent Dakota. Dakota said she was on vacation when I was calling her and she gave me her new number (1-800 508-0293). She said she do not have access to our refund because they were processed by Turner. On August 12, I decided to call Turner again, this time was not forthcoming like before. He said the refund has been made and I should stop calling him that I should contact my agent Dakota. I requested to talk to a supervisor and they both refused to connect me or provide any contact information.
I called your customer support after talking to Dakota and Turner on 81220 and was connected to Vader. Vader said he was going to take over and he will make sure the issue is resolved as soon as possible. He promised to call me on 81320 to give me an update. He did not call me as promised. I waited till this evening and called Vader. It seems he was not ready to talk to me anymore. He tried to get rid of me on the phone. I requested to talk to a supervisor’s contact information and he refused but promised to email it to me which he never did.
Finally, I decided to call Turner again and he told me that Vader was the one who processed the refund on 52820 that Vader should know what happened to the refund.
I also called Delta and I was told the refund has been sent to ASAP Tickets a long time ago.
I am very worried that ASAP agents are not telling me the truth. It is becoming a blame game between these agents and I need management involvement as soon as possible. I have proof of my conversations with these agents and I’m ready to go all out for our refunds.
Suggested solution:
All we want is to get our refunds. There should be a dedicated agent who is truthful.
