My complaint:
I am very disappointed with the customer service I received using your company for the first time, this is also my first time leaving the country. Within hours of purchasing my tickets I immediately told my travel agent I wanted to change the return date. It took her about a WEEK to get back to me with me following up every day, she finally got back to me saying I needed to pay an extra $300. Your website in the same area where I saw my tickets say FREE EXCHANGE, it says nothing about certain airlines. That is false advertising, my family I purchased 4 tickets through your company need 5 more. I asked for an exchange WAY under 24 hours I am being charged $300 extra. I called back multiple times since I purchased my tickets to try to get a rep on the phone but nobody was helpful, I spoke to 2 reps (Wheeler 877 552 0274 844 511 1733) they both assured me they would waive all fees associated with my exchange including airlines as those such fees are not explained when purchasing the tickets along with the terrible customer service I received. There was no explanation online neither did my agent explain this. This whole experience ruined a trip I was looking forward to, your company offers 247 service but to new customers only. Customer service is out the window once the tickets are purchased. This was the worst experience, my ticket should have been taken care of without penalties within hours of purchasing but it took my agent a week to get back to me. This is ridiculous, I don’t think I will be recommending your company to my friends family moving forward. Please correct this issue.
Suggested solution:
Simply exchange my return date as I requested in less than 24 hours of purchase OR refund my tickets. WITH NO FEES!
