- Report: #1268903
Complaint Review: Southern Airways and One Travel.com - Internet
Reported By:
Diego Andrade -
New York, New York, USA
Submitted:
Updated:
-
Author Confirmed
Why?
Southern Airways and One Travel.com
Internet, USA
Web:
Www.onetravel.com
Categories:
Business Rating:
(0)
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Southern Airways and One Travel.com Onetravel Sold a flight that didn't exist internet
My name is Diego Folly de Andrade and I used the services of onetravel.com for the first time on October the 4th 2015 (Booking #30637059). I must confess I had never been so mistreated by a commercial service in my life and I have plenty of experience with air travel in dozens of cities in Latin America, United States, Europe and Oceania. The ticket was for a roundtrip from NY (Newark) to Chicago (Rockford) for US$ 155.00. As I did not receive any communication from the airline or from your website, I assumed everything would go smoothly – as almost always happens. How naïve I was! When I arrived at the airport I could not find Southern Airways check-in totem. Worst. No one heard about that company in all terminals – from the security office to other companies’ employees.
I called Port Authority and they were blunt: this company did not operate in Newark. My conclusion: I was scammed by an internet company. I decided to call your company (the first of six calls!) to understand what was going on. For me it was worst than being scammed. It was sheer incompetence. Your representative told me that the flight was OK, Branson Air Express operated it and I had to take an Air Train. I told him that I was already at the Airport and he could not inform me from what terminal this other company operated – neither the information desk at the airport. I was living in a kafka-esque parallel universe. I bought a ticket to fly with Southern Airways and was suddenly informed that I had to use a non-existent company in a non-existent terminal! It just got worst.
After talking to Port Authority again (your customer service was useless) I discovered that the flight was cancelled one week ago! After several calls to try to solve my situation – I needed to attend a meeting in Chicago at the afternoon – one of your representatives insinuated that I had lost my flight. I could not believe it. I arrived three hours earlier at the airport and lost more than two hours in this bureaucratic maze. And when I called you to try to solve my situation I received this kind of treatment! I therefore decided to use my contacts at Chicago. I had to buy another ticket (US$ 306.20), transportation from Newark to La Guardia Airport and another shuttle in Chicago. After all the struggle, stress and anger I arrived in Chicago late. All was lost. I know flights get delayed and cancelled. But my flight was cancelled one week ago.
The least you should have done was call, inform about the problem and transfer me to a similar flight. I faced several situations like this in my life. Even when you arrive at the airport you might face a cancelled flight. But even in this case you have a representative from the company and a prompt solution to the matter. If you buy a ticket from an online website (Kayak, Orbitz, Hotwire) they solve your problem. That is how a serious company works. Not yours. An unreliable, irresponsible, untrustworthy and unprincipled website. Therefore, at least, I expected from you is a prompt and rapid refund from my original ticket and the US$ 151.20 price difference from the one I had to buy (I am sending the receipt attached). I am also sending the shuttle receipt. But untill now ( november, 18th) I wasn't refunded and I didn't have any guaratee that they will do it!!!
