I was traveling the other week from Copenhagen airport and I of some reason had some problems with my ticket (I was flying with SAS), I of course go over the SAS "SERVICE" center to ask them to assist me with my issue, since I did not know what it was and couldnt solve it with out their assistance!
I got a direct answer from the bitter lady behind the desk directly told me that she couldn’t help (read: dont wanted to help me and give me the service she was hired to give).
I insisted and after about 10 minutes of not giving up she finally took my ticket and makes the phone calls needed and wham the problem was solved and she finally became friendly (read: she realized that the problem was on SAS side). Do you think I got an excuse or apology? No no but I at least check in!
Wow how important service is (we live in an experience economy people)-to have the right people working for you as a company-they are really an extension of what the company and the brand stand for no matter if you are a small or stock listed company!
Posts
Hi!
ReplyDeleteSpeaking of no service:
My Father booked a trip to come visit me in Canada, 3 or so hours ago the 20:th(that would be about 1 am Swedish time on the 20:th), but he only got Part of the cost of his trip deducted from his VISA + some sort of contact from Your company that said that if his trip was not paid in full by the 20:th at 05.20 am his trip would be cancelled...
(7.004 out of 7.207 kronor was deducted from his VISA-account)
He's older & PANICKING right now, stayed up all night & called me in CA at 2.30am His time... And Again at 3.00am His time.
He has been looking everywhere to try to see if/how he can arrange for the last 203 kronor to be transferred, but sees no solutions, and can not for the life of him get a hold of someone to help him at Travelstart.
So, -What do I do?? -What can He do???
Trying to solve this in 4.5 hours on your own sure is tricky.
He can't even see his trip at "checkmytrip" -The login that he's been given doesn't work...
He sent an email to customer service (I believe) but got an automated email response saying that they were going to reply within 7 days, not much help when the trip will be cancelled 4 &1/2 hours after the reservation was made. He even wrote the "urgent@travelstart.com, but they have off course Not answered.. The 4.5 hours are pretty much over by now...
-Any kind of advice would be deeply appreciated!
-An explanation how this thing could happen would also be pretty interesting.
-Because even if his trip will get cancelled, he sure as heck does not want to get ripped off.
Thanks/Helen, Canada
Just figured I should give an update;
ReplyDeleteEventually travelstart's "urgent"-email-service got back to my father and me with the options of either re-book the trip or take advantage of an extension on the deadline another 11 hours & a link to where to pay the outstanding amount. -No explanation what so ever regarding what or why this had even occurred in the first palace, wich is kind of dissappointing.
Well, my father decided to re-book the trip, did so, and THE SAME THING HAPPENED!!!!!
The total for this booking was marginally different, but the amount "missing" is exactly the same; 203 Swedish kronor.
As you can imagine, this is no longer an annoyance, it's a disgrase!
Soo... now he's out pretty much 2 times the money (he was told in an email that the money would be returned within 2 businessdays & I sure hope at least That is true), he still has NO Trip, and in the latest contact with "urgent@travelstart" they had the Fine idea that he should re-book the trip a THIRD time with travelstart!!!! -Yeah, Right!!! -And if the same thing happens again?? -And the Next time?? -How many times is enough??
The reason for trying to book with You (Travelstart) in the First place is because it's cheaper, but if one is supposed to cough up 2 or 3 times the cost of the trip, one sure as heck need to make sure that one either have a high balance or high credit on ones VISA... -& if that's the case, maybe one should go with someone else Even if they might be more expensive, 'cause that would be worth it as long as one does Not have to make the reservation 2-3 times (or more).
I sure do hope that this is not the usual way your company handles things, because I sure agree with You; "Wow how important service is"
& Right Now, My and my Fathers impression of this company's services is Extremely Low. & I still do Not understand why we not At Least could get an explanation regarding Why this happened in the first place!
/Tired and Extremely Dissappointed /Helen
" NO TRUST = NO BUSINESS "
ReplyDeleteDear Sir,
I appreciate your organisation offering good airline tickets services and best rates.
But would highlight that there is not enough attention given to building trust levels with new customer like me.
Any one new to openjet would get skeptical about expired security certificate ,
Links to wrong pages after clicking on contact links,
very little information on trust pass for the website,
No old customer feedback to help new customer trust you.
Improper office address in Sweden and no contact phone number.
I hope you help me in building that trust level with openjet and i achieve mutual benefit booking my flights and hotels through you.
Best regards,
Rishi...
HelenK it really sounds that you and your father have not experienced the better side of Travelstart. For that I apologize and the technical malfunction has now been corrected! Please if you ever experience any problems again please feel free to contact me on alex.macura@travelstart.net or phone me on 0046 768 582 582
ReplyDeleteRishi, thank you for feedback. Our Openjet site will soon change name to Travelstart and all the things that you point out will have been fixed!
Merry Christmas and I hope to see you soon on Travelstart again!
i booked with openjet through travelstart
ReplyDeletebut what is wrong with opnejet, i cannot reach them and i want to know if my etickets (completly paid) are still good