Complaint / review text:
I booked a round trip ticket from GDL to INDIA. Due to personal reason I had to change the return itinerary alone. When I called the customer care after 30 min of hold I got a person and he tried for the other itinerary for return. He tried and said it’s not possible to do it. So I called my company and asked them to book the ticket alone with my family itinerary. The support person said he can do a complete refund on the round trip ticket for approx $1900 instead of $2110, said there will be a cancellation fees. So I booked another new ticket, there was some issue with my credit card so booked the ticket next day morning and called the customer care to cancel the round trip ticket.
The support person (JED -) told me that he can give a partial refund on the return ticket and still the onward journey will be good. I confirmed twice and then asked him to cancel the new one-way ticket. After he cancelled the ticket, to my surprise he said the round trip ticket cannot be cancelled. I shouted at him and he said he will transfer to his supervisor. After 35 min supervisor (Trisha -), she was harsh and not ready to understand my situation. Since I was angry she said she will re initiate the new ticket and call back on Monday about the refund (when it was just 3.00 PM EST Friday), not sure why she check on the same day, maybe her shift time is over. I did not get new re-initiated ticket.
I had to call on Saturday night again and waiting for 30 min to get a guy this time. It’s Tylor-. He after listen to my story and transferred to Stella, refused to tell her ID. She said the ticket will reach my mailbox in 5 min. It did after 24 hours. When I called back for the status of call back from Trisha they said only $1300 will be refunded. I asked them to listen to the call recording, asked the correct refund. They said they will call me back in 24 hours. It's past 24 hours now. I called them, again waited for 30 min, got a person on call Ray. He is new. I believe not able to understand my accent and said he will transfer to manager. Now it's 28:20 min, still on hold.