I booked a trip on their website and requested delay pay where it’s $99 down with 6 additional payments. The system charged my account for the entire vacation. I called their customer service number and spoke with a representative who’s name is Casheka who advised there's nothing they can do but cancel my trip and wait 7-10 days for a refund. I told her I’m in the middle of a family weekend getaway and I need my funds to be available. Casheka didn’t seem concerned but continues to say there’s nothing she could do. I requested to speak to a manager, she placed me on hold for 10 minutes and came back to the phone to advice a manager wasn’t available and the manager is taking a call from another customer. I began to express stress and frustration and my tone expressed it, she put me on hold for another 20 minutes and connected me with a manager by the name of Kenneal S. Kenneal was very rude and cut me off every time I spoke. He asked me a question and refused to let me answer it. I asked to speak to his manager and he told me his manager name was Brandon C but is not in the building. He explained that he’s the highest rep in the building and said the only way I’ll get my money back is to cancel and wait 7-10 days. Kenneal stated there's no way to verify that it was their system that caused the error and it wasn’t their fault so there’s nothing whatsoever they can do to accommodate me.
Kenneal transferred me back to the original rep, Casheka, who placed me on hold while she canceled the flights. It’s been almost 2 hours now and no resolve and I’m still holding while writing this review. This is the WORSE CUSTOMER SERVICE I’VE EVER EXPERIENCED IN MY LIFE. Never again.
Bottom Line: No, I would not recommend this to a friend
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