This is just a happy story of good customer service and I’m using my little platform to cheer for eBookers.com. Read on if you like!
Every once in a while I have to book a really expensive flight, and right before I click purchase I feel a little sick because there is (almost) no going back. Sure most airlines will let you make a change fee-free within the first 24 hours, but with third-party agents you’re usually out of luck.
This particular flight was international and involved four legs, and with all the moving pieces OF COURSE I made a mistake. One I realised the second I clicked. The mistake in this case was not a deal breaker, more of an inconvience, but still, it wasn’t what I wanted.
I called United first, but they couldn’t change an agent booking (I expected this but it was worth a try). They did tell me my flight wasn’t ticketed yet and that the agent should be able to change it easily.
Then I called eBookers. After navigating the phone system I finally got a really nice agent (I suspect I paid 10p per minute, which could be a deal breaker for you). She offered to rebook for me for a phone fee of £10 or cancel it at no charge and I could rebook myself online. I’m not sure if this was because I called within a certain window of time, but it was a MASSIVE relief. The only fee I paid was the credit card fee, which would not be refunded.
Anyway, thanks eBookers – I appreciated your help today!
P.S. that’s not me on the phone above, but might have been. Good customer service is the best!