In October 2012 I booked a flight to London on the website, but price quoted was not what I was charged. A person in the contact centre agreed via e-mail to refund the difference between the two amounts, advising I would have to wait 21 working days. The refund has not been processed yet, there's always an excuse and my "contact" only intermittently responds to my e-mailed enquiries. I tried to contact somebody from Customer Care this morning to try and resolve the logjam, but the call centre IVR just kept on routing me back to itself, and attempts to get a phone number to speak to an actual person also came to nought--a phenomenon known as "call centre insanity".
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