Communication Dear Jet Express Airlines: This Letter

¶ … Communication

Dear Jet Express Airlines:

This letter is to inform you of my complete dissatisfaction with your customer service, which resulted from my recent experience of booking a trip through your company. Jet Express Airlines came highly recommended to me by a trusted colleague, and so I turned to your company when booking a recent trip. The trip was to be both business and personal in nature, and involved several different flights to different locations on different days. I made the reservations over the telephone, as I thought this would be the quickest and easiest way to book a complicated trip, since I would have the advantage of talking with a real human being. I also hoped that booking a trip directly through your company would be more cost effective than booking it through a travel agent.

Upon my initial call, things seemed to go well. I spoke with a customer service representative named Joyce, who completely understood my need to fly to one city for business, then another city for personal reasons, before finally flying back to my home city. She was able to get me a very good deal on the tickets, which she assured me was a great accomplishment, since I had an open jaw itinerary and not a straight flight. She made the reservations for me, and I told her I would call back within 24 hours to confirm and pay, as I needed to make sure the dates and times of the flights were all right with the people I would be visiting. She assured me that as long as I called back within 24 hours, all would be well. I wrote down the exact dates and flights, as well as the price Joyce quoted me.

Upon calling your reservation line back less than 24 hours later, I was told by a different representative, named Jonathan, that he could not find my reservations. After looking around a bit, he found them, but discovered they had been cancelled, though I was well within the time frame to call back and secure the reservations that Joyce had given me. Jonathan was not able to get the same good price for me that Joyce had quoted me, either. Instead, he said I would have to re-book, and the price would be $38 more than my original quote. Left with little choice, I paid for the flights with my credit card and Jonathan said he would email me the confirmation. He did, and much to my chagrin, I saw that one whole leg of the trip was left out of the confirmation email, though I had paid for it and confirmed it with Jonathan on the telephone.

So, once again, I called your company. This time, I spoke with a representative named Ashley. Ashley was not very friendly at all and told me I would have to pay for the missing leg of my trip as a whole separate ticket, which amounted to $134.50. As you can imagine, I was very annoyed at this, as I had paid for all legs of the trip, including the leg missing from the confirmation email, during my phone conversation with Jonathan. When I complained, Ashley told me I could always take the bus. Now, I ask you, is that any way for a customer service representative to speak to a customer, especially one that has already paid for her tickets in full?

But Ashley would not budge, and I ended up having to pay the additional $134.50 for the missing leg of my trip on Jonathan's confirmation email. I was able to take my trip as scheduled, but for much more money than I was originally quoted, and with a lot of trouble that took me the better part of a day to resolve, not to mention the rude behavior of Ashley that I had to put up with on my third call to your company.