Travel

I book a flight on February 16, 2015 for a flight on April 2015. Unfortunately, I will be no longer able to travel on April 2015 and decided to call OneTravel to move my flight to July 2015 instead. The agent was very, very rude and impatient; condescending and disrespectful. She had the audacity to tell me that I was wasting her time, when I realized that she gave me a misleading price. At first she told me that the told cost for changes and penalties would be $200, to which I agreed.

I had a horrible and disturbing experience with OneTravel on my last booking, and I feel that I have the duty to warn other unsuspecting consumers from these appalling practices that are in place. As a courtesy, I explain you to the situation so that OneTravel can consider this incident. My father is lying dying in New Zealand, and I needed to go as fast as possible to Auckland. Therefore, I tried to select a reputable company to book my flight to be sure nothing goes wrong.

I found a flight at OneTravel and booked it, then a while later, I got an email from the Credit Card Verification Department to call in for verification. This was no problem, so I called the provided number to immediately do this verification. First, I was disconnected twice, on the third time I got someone to assist. However, the person that answered said that they cannot just do a simply verification but require me to make a conference call with the bank. This seemed very strange and I never experienced this on any other sites. Due to the short timeframe before the flight, I agreed, and they called the bank; however, the bank department to which OneTravel needed to speak was not opened during the hours.

The OneTravel credit card verification person told me that this would not be a problem. I would simply have to call back once the bank is open at 6am EST, which would be after seven hours. I asked that this was a long time and if there is no other way to do this verification. I thought I could fax the passport and copy of the credit card or any other way to expedite this, after all, I would board the flight myself, and the creditcard is on my name which would make it very hard to commit any credit card fraud. I would have understood the concern if I booked for another person using my card. However, I was told that there is apparently no other way to do this. I explained again that I was worried to lose this flight because it is very important for me.

The OneTravel person assured me that I must not worry because OneTravel reserves every booking for 24hours so the flight is secure. To make sure, I called my bank Fraud department, which is open 24 hours and asked them if we can do a conference, and they explained that they could not do any verifications. However, they explained that OneTravel could simply run the card and then BB T fraud department would do the verification immediately for them, and either approved or declines the charge and would inform OneTravel accordantly. My bank also was surprised on this need to verify the card since the card holder and traveler are the same person. I did call back to OneTravel to explain this, but they told me that they couldn't make exceptions to their rules. I stressed once more that waiting seven hours is a long time, and I am worried because the flight is already in less than 20 hours.

Again, I was ensured that due to the OneTravel, 24hour guarantees, it would not be a problem. They also explained that I could not book another flight before the verification, because I might be charged for both flights. The assurance from OneTravel, that my flight is guaranteed for 24 hours, gave me some false peace of mind. Therefore, I did wait until 6:10am EST for the bank department to open. At this time, I called back to One Travel complete this verification. After being on hold with OneTravel for 40 minutes, I was told that the bank department did not pick up the phone. To my surprise, the person at OneTravel Credit Card verification department said that it is no problem; we can do the verification different.

She said I simply need to send an email from the registered company email that clearly indicates the flight details, booking number, passenger name and a sentence saying that I authorize OneTravel to book of the amount. So after all this frustration and some nine hours later I was told that there is, in fact, another way to complete this verification. I was surprised and frustrated about this, but since I now saw the light on the end of the tunnel. Therefore, I gave everything they wanted and a while afterward I called in again to ensure the email was received and that this verification is in the process.

I was put on hold for 20 minutes in which time they apparently did some internal verification, and eventually I was then told that all was fine, and the verification process is successfully completed. However, after another hour I was called again from another person to do some random verification questions, I complied and the person said that now they had everything they needed and once more said all is verified to their satisfaction. I asked what is next, and I was told that I would get the E-Ticket in less than 30 minutes. I was happy finally having this tedious process behind me so that I can still catch a few hours of sleep before boarding the flight in seven hours to see my dying father one last time before he passes away.

However, after about 45 minutes, I was called again, and they told me that my flight, I had booked is now gone, apparently Malaysia Airlines would not give the flight. They said that they still could get me on this flight, but it would be roughly double the price now. I was disgusted on what I was told; it felt like some criminal is extorting money from me so that I can see my dying father one last time. I reminded the person that I was told numerous times that the flight was guaranteed 24 hours, and explained again the urgency on my need to get the flight. The person then changed the tune, and I was told the first time that apparently the reservation was guaranteed but not the price I received when I booked. This was the first-time anyone mentioned this misleading rule.

For me, this was devastating news, not only can't I see my beloved father and comfort him on his final hours, but I already arranged for Airport transportation in Malaysia and in Auckland, I paid a rent a car and hotel near the hospital. All this could not be canceled because it's only hours before the flight. I tried to find another flight but nothing is available because OneTravel wasted all the time on a verification that should have lasted minutes and instead took 10+ hours.

I already lost over RM3000 for my arrangements for airport transport, hotel and cent a car. This is not to mention that my mother depended on my support and that my father might be passed away without seeing his son one last time. All this is due to the misinformation, questionable business ethics and misleading guarantees that are used without mentioning the real facts. It seems to me that this is designed to keep the customer on the hock even though they knew it is most likely the flight might not be available anymore. There is no compassion; I believe that my distressed situation to see my father one last time, showed my desperation so that OneTravel may have thought I would easily pay double to make this flight. Maybe it was even planned to get more commission.

I do not understand why a site like OneTravel would not send a notice if a price of a reservation changes so that the customer can decide or cancel and book another flight. I was not able to pay more because I had so many expenses that there was not enough credit limit on my card at the time to pay double for the same ticket. OneTravel could not even offer any replacement flight that would have been anywhere near the initial price, because all this time was wasted, and flights were all full.

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