SHOCKING CUSTOMER SERVICE

See corrrespondence trying to get a simple query resolved. Still no resolution

SHOCKING CUSTOMER SERVICE

Dear Sirs

I am writing to you in total frustration after weeks of trying to resolve the most basic of queries. Latest feedback reference number *** (one of many)

I held a booking for myself, Mary Monaghan and Peter Haffenden, reference number RIXAEI, ticket nos. *** return flights Cape Town to Ercan, departure 19 April 2020.

I had requested conversion of these to open tickets, see my feedback request of 18 May 2020

On 2nd December 2020 I contacted your call centre as I was now ready to look at making a booking for 2021 only to find that according to your records these tickets had been submitted for refund. I then submitted yet another feedback form with the text below:

Ticket nos. *** Mary Monaghan/ Peter Haffenden

Booking Reference RIXAEI

I have just had a very worrying conversation with your customer service section regarding the above tickets.

These have been under query since April when I requested that they be converted to open tickets. I have several reference nos. for my query: TK-***, TK-***, TK-***, TK-***. I also attach a screenshot of my query dated 18 May. AT ALL TIMES I REQUESTED THAT THESE BE CONVERTED TO OPEN TICKETS.

I have now been informed that there are no open tickets linked to this booking and that a refund has been issued. This is not the case. NO REFUND HAS BEEN RECEIVED ON MY CREDIT CARD FROM MAY 2020 TO DATE. All my bank statements have been checked.

I did receive traveller’s cheques *** and *** in respect of the legroom seats we had paid for.

I am trying to make a booking for April 2021 so need this matter resolved immediately.

I received reference number *** for this query on 2/12, noreply.

I phoned again on 16/12 reference number *** no response

I phoned again 31/12 Reference number *** no response

Your customer service agents were very polite and said they would ask that my query get actioned as a priority…still nothing

I phoned again on 2nd January and asked again for urgent resolution and that I be phoned. The worrying thing about this interaction was that no reference number came through to me by e mail or SMS nor did I get put through to your survey line. I know you record calls, so the detail is as follows: 2/1 call made at 10h54 South African time and call lasted 11 minutes.

I phoned again today, 3/1 reference number ***and once again your call centre agent said this would be actioned urgently. I asked if it could be escalated to someone senior, but it seems they are powerless to do anything other than e mail the refund section

I have always told your agents I understand that in error the tickets were noted by you as for refund and I accept that it is a mistake on your part and am willing to accept a refund but the fact is I haven’t got the refund. Once I have the refund I can look at making a new booking but until then I am powerless to do so.

I acknowledge I have the travellers cheques for the legroom seats and this is not under query.

All I ask respectfully is that you provide me as your customer with the service to which I should be entitled. I have always been a loyal customer and have encouraged many colleagues and friends to use your services but I am now at the point of actively discouraging them to do so both personally and via social media

Your prompt response would be appreciated