I understand that any service industry is a tough one. People don’t praise you when you do things right but if things go wrong they get mad. Or at least I do. Think about it, you don’t send an email to your airline saying “thank you for taking off on time and landing at the expected location as per schedule” it is a basic expectation that this would happen. BUT if your flight was delayed a couple of hours or detoured and landed in a different airport you’d be pretty upset.
Gulf air: the short version of the story is that I bought a ticket online using my credit card for my mom. A day later the ticket was cancelled and I was refunded part of the cost because the system suspected fraud. I can probably understand why the system made such a mistake. I was in New Zealand using a Singapore Credit card to buy a ticket for a passenger travelling from U.A.E. to Egypt and of course the traveling party and the credit card owner are not the same person. System error and I understand why it happened BUT…. FIX IT!!!
The fact that I understand why the issue happened doesn’t change how pissed off I was. I was refunded only part of the fund not all of it, my mother doesn’t have a seat on a plane to Egypt and no one even bothered calling me or informing my mother. I only discovered it by accident as I looked at my credit card statement and saw the refund and called them to inquire.
So I look for the number and call
Customer service: we can’t help you because we are “phone reservation” you need to speak to web reservation.
Me: alright what is their number?
Customer Service: they don’t have a number you have to email them.
Me: more pissed yet I took the email and did send them my credit card details my ID to confirm that I am the owner and that this was a genuine transaction. A day later…. NO NEWS
I called again and I was angry beyond patience asking for the supervisor in charge and after a bit of blowing steam at the poor girl who answered the phone (she happened to be the fifth person I spoke to) she eventually transferred my call to web support…. WAIT so they do have a phone line.
The immediate answer I got from web support was along the line of “we refunded you the money”, “you need to purchase a new ticket” etc. I went even madder. For one the money wasn’t refunded in full, also the prices now are more expensive than the time I bought the ticket. And more importantly why do I even have to do all that it is their fault they screwed up I want my mom’s ticket back, simple as that.
So after clearly explaining to the agent on the phone that whatever he is telling me is UNACCEPTABLE!! That I already had a ticket and it is Gulf air’s system that is messed up and made a mistake, and that I won’t accept anything less than a seat on the same plane same dates with the same exact rate. He mentioned that he will “try his best” and will call me back.
Long story short, 5 hours later and 3 more long international phone calls plus of course a lot of yelling on my side a ticket was book for my mom with almost the same price and mom has to travel a day later than planned.
Can you see why they didn’t meet my expectations? And it is probably why I will think twice but three times before I book any tickets with gulf air.