Complaint Review: Cheaptickets

I recently returned from an international flight that I booked through Cheaptickets.  Cheaptickets irresponsibly sold me a flight itinerary with a connection that was literally impossible to make.  I didn't know until I was in the midst of my flight that there was never even a chance that I would make it on the second leg of my flight. 

The flight was from the UK to DC with a layover in Montreal.  First off, if you book a ticket through Cheaptickets you cannot check-in with your carrier online ahead of your flight, and the electronic kiosks at the airport won't let you check in either.  You have to wait in line for a person at the airport.  Inconvenient, but only the start of my troubles.

In the UK I could only check in for my flight to Montreal.  My bag was checked through to DC, but I was told that in Montreal I would need to check in for the second leg of my flight.  I could not actually check in for the flight until I was physically at the check-in counter in Montreal.  My itinerary allowed a 1 hr and 20 minute layover in Montreal.

The flight from the UK to Montreal arrived 10 minutes late.  By the time I de-planed, 20 minutes had passed.  Next, I had to clear Canadian customs (which was never identified when I booked the ticket).  This added another 15 minutes.  By the time I cleared customs and went immediately to the check in counter for my flight to DC, 40 minutes of the 80 minute layover had been taken up.  Check-in for the flight closed 1 hr prior to the flight and zero agents were available to check me in.  Needless to say, I missed the flight and spent the next 9 hours trying to retrieve my baggage and get home.

My issue is that Cheaptickets did not understand the ticket it sold me.  They gave me no warning that I would have to clear customs in Canada or check-in in person.  Even if my flight from the UK had arrived on-time, I never had a chance to make the second leg of my flight.  It was an impossible ticket, and grossly irresponsible of Cheaptickets to sell.  I will never use their booking service again, and I would dissuade anyone else from using them as well.