Complaint / review text:
We made the mistake of using this online travel agency to book air tickets from Beijing to Da Nang, Vietnam, mainly because they had the best price on offer and because it offered fairly direct routing. We also booked (separately) a week at a resort to coincide with the air travel. Almost immediately, we started receiving notices that 'the airline has changed the itinerary' and that 'airlines do this all the time.' As someone who travels on dozens of flights a year, I know this to be nonsense. I even contacted the Vietnam Airlines rep here in Beijing to confirm that the bookings were just fine as they were, but that since they had been made by a travel agency there was no way to change them or take over control by ourselves.
We ended up having to agree to an overnight in Hanoi (at our own expense) which meant that we basically forfeited a night at the resort. The notices which were sent were poorly worded and threatening - to the effect that if we did not agree to the changes we would lose the entire booking, without refund. When we awoke on the last day of our trip to head to the airport for a 7:00 AM flight (which would connect with our flight from Hanoi to Beijing), we received an e-mail saying that our itinerary had been changed and we would have to spend a night in Hanoi at our own expense. We ignored the message and went to the airport. The 7:00 AM flight was indeed cancelled, but we were well taken care of by airline staff who upgraded us to business on the next available flight and provided an escort in Hanoi so that we would be sure to catch our flight. All went well.
There is close to zero customer service, all options seem to be 'take it or lose everything.' The stress that we experienced in the lead up to this holiday almost cancelled out the benefit that we received.in the end, it worked out - but you can bet it will be the last time we use this service. Use Orbitz or Expedia instead, or directly with the airline.
The business model of this agency seems to be to entice you with a cheap fare for a specific itinerary, knowing that it cannot offer it, and then changing the itinerary to one which is possible with the price. Had we known it would take 15 hours to get from Beijing to Da Nang, we would have looked elsewhere for a holiday. I'm sure that if we had booked elsewhere (other sites showed the itinerary for $750 pp rather than $500), the original itinerary would have been honored. Very poor experience, unfortunately they will continue to operate as there will always be enough people (like ourselves) who don't always do their due diligence. If I could submit a review with zero stars, I would.