Complaint Review: Cheaptickets.com - Internet

Never in my life have I experienced the treatment I have recieved from cheaptickets.com.  I made a multi-city airplane reservation thru them for my honeymoon.  We booked the flights 10 months in advance to ensure we had the flights and times that we wanted.

On Sunday March 24, 2013, I recieved an email from cheaptickets.com indicating that the middle flight of my three flight trip had been changed (the flight was moved up by 4 hours).  Since we had other travel plans already made, this earlier flight would be impossible for us to make. I called cheaptickets.com the same day and I informed the agent that I needed to have the flight changed as a result of the change in schedule.  I was told to call back during business hours the next day.

On Monday March 25, 2013, I called back and spoke to a different agent.  This agent informed me that there were no later flights available the day we had planned to travel and we would have to be moved to a flight the following day.  I informed the agent that if we had to leave a day later, we would need our return flight (the 3rd flight of our 3 flight trip) to be moved back a day as well, since this was essentially shifting our entire honeymoon back a day.  I was told to call back 24 hours later to see if the change had been made.

On Tuesday March 26, 2013, I spoke to yet another agent.  Again explaining the situation about needing both flights (the 2nd and 3rd flights) moved back a day due to the airline schedule change.  I was on hold with the agent for over an hour.  He told me that the middle flight was being changed and once that was changed I could call back in 24 hours and they would move the final flight, but that they could not do that until they had the new ticket information for the middle flight.

On Wednesday March 27, 2013, I called back and spoke to yet another agent who informed me that the middle flight had been changed but the final flight had not been changed.  I spoke to a supervisor, Chelsea, who reviewed my records, confirmed that I had in fact requested both flights be changed at the same time .... but that somehow the recording of the call where I made those requests had been erased.  Chelsea indicated that cheaptickets.com record indicated that I requested both flights be changed, however the airline (LAN) had no record of the agent ever making that request.   Clearly, their agent made a mistake.

Once Chelsea stated that the best she could do was offer me a $150 future travel credit, which I declined, I asked to speak with a manager.  The manager, Logan, got on the phone, apologized for the mistake and told me he was going to take care of it.  I was on the phone with him for nearly an hour while he was getting in touch with the different airlines.

My call with Logan ended by him telling me that he was sorry for the delay and the problems but that I didn't need to do anything further to have the problem fixed.  He told me that I would be recieving a phone call from Chelsea the next day with a new confirmation number for the new flight information with a follow-up email.  Needless to say, this never happened.

The following day, March 27, 2013, I waited all day to hear from them.  I didn't hear a word.  I called late in the afternoon to see what was going on.  I was told there was no way I could speak to either Chelsea or Logan again but that the issue was being reviewed.

Eventually, around 7pm, I was connected to a supervisor, Brian, who informed me that Logan made no promises me to me, that I was never told the issue was being corrected, that I had in fact never requested that both flights be changed at the same time (incorrect) and that it would cost me $1600 to change the flight!!!  I was told that there was no manager available for me to speak to and the best they could do was offer me a $150 future travel credit.

I am appalled by the way I have been treated by this company.  I have logged over 10 hours on the phone with them in the past 5 days.  I have been told different things by each different agent.  This is all because of their mistake and they are robbing me of an entire day of my honeymoon.  I intend to seek out any and all possible legal recourse.