We have had the misfortune to book flights on 13-Dec-2013 with this pathetic excuse for an airline and suffered further on the days of the outward and returned journey during Jan-2014.
The typical incompetence and attitude of "we are doing you a favour" runs rife through this company.
We ordered extra services on-line which through their incompetence could not be delivered. Their apathy towards their customers is further enhanced through their delusion of what customer service is when having to deal with their refund-process.
What they do not realise (or maybe they do this on purpose) is that apart from the time wasted and anxiety added on the day of the flights, they further waste your time having to run around to comply to their almost impossible processes. If that is how you wanted to transact in the first place, why did you choose to transact on-line in the first place.
From my dealings with this company it is clear that their management do not provide the necessary resources to their customer-facing staff to enable them to resolve problems on-the-fly. Either that, or they know the competency levels of their staff and do not trust them.
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