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Alpha Flight Guru - UNRELIABLE & STRESSFUL Service

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We won’t be using Alpha Flight Guru again and can’t recommend their service, which we found cheap but UNRELIABLE & STRESSFUL. Our experience was kind of like “The Amazing Race”. DO NOT USE THIS SERVICE IF TRAVELLING WITH AN INFANT.

We were recommended Alpha Flight Guru (AFG) by relatives who have used this "discount" service several times - without an issue!

We used AFG to buy 2 x one-way business class tickets from Melbourne to London (Qantas QF9 Melb - Dubai - London) in January 2014. We were travelling with an infant. Alpha Flight Guru would not provide the infant ticket for us, so we purchased this ticket over-the-phone directly from Qantas, 6 months prior to flying. All the tickets appeared on our Qantas online accounts...all looked good 6 months out.

On the morning we were due to fly (in the car on the way to the airport), I received a call from an AFG representative. They apologized that our tickets had been cancelled due to “over-booking” & they had arranged for us to fly out with Thai Airways 1 hour earlier…only problem was we were in Adelaide, could not check our baggage all the way through and would struggle to make the connection in time... I explained that we had 4 bags, a port-a-cot, a pram, a Baby-Zen pram (for the airport), 4 carry-on bags & a nappy-bag. The AFG representative gave us his personal assurance that if we missed the connection he would take full responsibility?!?!?!

The AFG representative assured me there was no other way…despite the Qantas flight we had originally booked NOT being overbooked and an alternate Qantas flight flying out of Adelaide to Dubai-London later that afternoon. So…we boarded the plane for Melbourne, called my brother (lives in Melbourne) & got him to meet us at the airport. He helped us transfer from Qantas domestic terminal to Thai Airways international terminal. We were the last to check-in, had to buy a new infant ticket at the terminal and hustled (unaided) through security & customs. We made the flight. The Thai Airways connection went through Bangkok with a 5 hour lay-over (not including a 2 hour delay), instead of 3 hours (in Dubai)...and of course no bassinet as previously booked. Unfortunately, the planned shower & private baby room that we were looking forward to in Dubai were not available in the Thai Airways Bangkok lounge – not the end of the world, but yet another irritation.

Overall, their customer service was compassionate & helpful; and they were successful in finding alternate flights for us. We paid an extra AU$1500 for the new infant ticket, an additional AU$800 for the old infant ticket; & my wife owned the “told-you-so” line. The trip took 30hours (instead of 26). We found out later that AFG had used “refunded” Qantas tickets, owned by American Airlines, & American Airlines had cancelled them the day of flying. We were never given a believable explanation by AFG.

Would we use AFG again…As we wanted extra room for the long haul with an infant and could not afford to fly at regular business class prices…we took the risk of using this service. Clearly, the experience was stressful & I can not echo the positive experiences of others. We will probably book 3 economy seats next time…thankfully it wasn’t a return trip.

All the best with your roll-of-the-dice.

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