My complaint:
Dear ASAP Tickets Team,
Unfortunately we had significant issues on our recent journey to and from Orlando based on the way your companytravel agent had booked the tickets.
In both cases during check we were informed that we were not booked as one traveling party (5 people together) but on individual basis which caused the Delta airlines systems to have issues allowing us to check in.
In Frankfurt (going to DTW and then MCO):
Check in took us 1 hour and 20 minutes as we had to go back and further between the check in counter and a ticket counter because:
Each passenger was booked individually rather than as one group, including our minor children
There was no proof of payment transmitted to Delta for all three adults, not the kids. The initial reaction from Delta was that we had to pay the tickets on the spot or risk not flying. Thus we had to go back and fourth between check in and ticket counter trying to resolve the issue.
It took escalations to various managers and long hotline waits and discussions on the local Delta team to get the adult tickets unlocked and to locate the relevant payment information proving that indeed the tickets were paid
Because of the ticket issues all three adults were flagged and we had to spend an additional 25 minutes on security questioning and “randomly selected security searches” for all three adults before being allowed to board the plane
In Orlando (going to AMS and then FRA)
Check in took us 1 hour and 10 minutes as again we were not booked as a traveling party and Delta could not identify three of the 5 tickets of being actually paid. This time different passengers than when the issue occurred in Frankfurt
Each passenger was booked individually rather than as one group, including our minor children being booked as single travelers rather than together with at least one adult.
There was no proof of payment transmitted to Delta for one adult and one child. The initial reaction from Delta was that we had to pay the tickets on the spot or risk not flying. This time the check-in clerk had to call various hotlines and departments to search for the payment and link them to the individual passengers to approve the check-in
Overall this experience was an absolute nightmare as we were left believing each way that might not make a flight to our holiday destination or back home. On top of that the horrendous waiting time or long discussion with Delta airline (whose employees were absolutely outstanding when trying to help us), who apparently in both cases informed us that they had never faced such an instance before.
The fact that we booked with ASAP Tickets the “worry free” package with all pricey insurance options but were instead left with an absolute booking disaster is disappointing on top of all of it.
Suggested solution:
Want Mnagment respond personly
