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Annoying Experience with Go-Today.com

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Apr 5th, 2004, 11:33 AM
  #1
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Annoying Experience with Go-Today.com

Based on numerous great reviews on Go-Today, I booked my first package through them a couple of weeks ago. They sent me the initial reservation with ridiculously close connection times (50 minutes).

Okay, no problem. Called them and they booked me on on times allowing me a longer connection both inbound and outbound. They sent me a copy confirming all flights, and I sent back my information accepting and finalizing. Today, I get my FedEx package with the e-tickets being wrong - showing the original flight times. I'm obviously annoyed, but calm. Things happen, and I figure it could be easily rectified. I called customer service and explained calmly they issued the wrong ticket. She abruptly tells me that is what is in their system and there are no other flights. Huhh????? I have the black and white copy from Go-Today stating otherwise. She wasn't even going to investigate any further. I told her exactly what I had and she proceeded to put me on hold for 15 minutes. Not once checking back with me or even telling me what she is doing.

Finally, she comes back and said okay, it's taken care of. Wait a minute - that doesn't tell me what happened, no explanation, no apologies, nothing. Obviously, they screwed up and had to rebook it. My updated reservation was lost and never ticketed. I told her this was my first time using the company, and I'm starting to lose all confidence in them. She was like, oh well, sorry you feel that way. And I asked her wouldn't she feel the same. She responded with a very flippant "No." What a stupid thing for a customer service person to say. No explanation, no apology and certainly no empathy. I asked to speak with a supervisor (she put be on hold another 5 minutes) and came back and said the supervisor is not available (big surprise). I left a message in the supervisor's VM and three hours later no return call yet.

Sorry for the long post, it's mostly just a Monday rant because I know not much can be done about bad attitudes. I've just never heard of any complaints about this company. Was it just my unlucky experience?
Dori is offline  
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Apr 5th, 2004, 01:26 PM
  #2
 
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I don't know if you were unlucky or not. I had a positive experience with go-today.com. The only thing I can point out is that they are an internet company, selling inexpensively because they cut costs. When I buy from a computer I don't expect to talk to a person.
DougP is offline  
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Apr 5th, 2004, 01:38 PM
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I normally don't expect to talk to a person either. But when they send you wrong tickets, an immediate phone call is necessary.
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Apr 5th, 2004, 04:53 PM
  #4
 
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Dori, you have every right to feel offended. They were wrong and should have given you an apology for the mistake.

That was a lousy example of customer service. More like dis-service in this case. But every company has a few bad apples.
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Apr 5th, 2004, 05:07 PM
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Very bad service. No excuse for a customer service person not apologizing to you for this.

You might think of posting something on Tripadvisor, if they cover services like this, and/or epinion.
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Apr 5th, 2004, 05:28 PM
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Dori, do you have the name of the Supervisor? Can you try (again) to follow up and get in touch with her/him? I would try that route before you post something negative on tripadvisor etc. - only because the person you talked really may be a 'bad apple' and not a reflection of the company. Of course being the company's bad apple is not excuse for bd behavior and someone higher up should know how you have been treated. Also, since they re-booked do you have a confirmation that they actually did what Little Ms. Crabby Pants said they did?

Just because they are an internet company doesn't mean you do not have the right to speak with an intelligent, friendly, customer service representative. I needed the CS person at Orbitz once and they could nott have been more helpful; hence I would recommend them in a heartbeat. Reputation is reputation whether it's a brick & motar store or an internet one.
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Apr 5th, 2004, 06:54 PM
  #7
 
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Very glad to hear you complained. I can't think of how many times I've not done so - in stores, restaurants, etc. Now I get the name of the person, confirmation number, etc. I have considered Go-Today but their (her) attitude makes me cringe. And, the supervisor not calling you back is really bad.

How about printing this thread out and sending it to the supervisor and the manager? Fodors is huge in the travel industry so they ought to pay attention. Hey, maybe you'll get extra service
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Apr 6th, 2004, 07:13 AM
  #8
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I received a message last night from the supervisor on my voice mail. She was very nice and apologetic, which is all I expected to begin with. I feel better, and if everything goes smoothly from here, I would use them again now. With all the positive reviews, I do feel like I just ran into the exception.
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