Direct Air Complaint - Customer Service - Flight Cancellation/Family Ties
This airline is the worst airline I have EVER dealt with. When a LEGITIMATE company advertises a voucher program they know will involve higher than normal call volumes, that company would have more trained staff available during peak times. It is extremely frustrating dealing with this company because they have NO CUSTOMER SERVICE! I purchased 4 vouchers through the family ties program last fall. It took me WEEKS of being on hold (not just HOURS) to get to talk to someone because when I reserved my flights on line they had processed the request wrong. When I finally did get to talk to someone, she was very friendly and helpful. However, yesterday I received a message that the flights I had scheduled for May 6th - May 9th had been cancelled. I tried calling the number and was on hold again for over 20 minutes. Again..wouldn't you think a reputable company would have more agents on hand to help customers when things like this happen? These vouchers were charged to my credit card in November. When asked when I could expect the credit to be issued I was told 14 business days. WHAT!!!! They've had my money since November! and now I have to find other flights that are proving to be more expensive, or cancel the vacation along with hotel rooms and other activities my friends and I have been looking forward to since November! The lady I talked to on the phone this time was not very helpful and was rude when I told her that I thought that having to wait for the refund was unacceptable and I expected the credit immediately so I could find other flights. She said that was just the way it is because I wasn't the only one having their flight cancelled. When I asked to talk to someone else she told me they didn't do that there. I lost my cool then and told her that I hoped my call was being recorded - she hung up on me. Way to go DirectAir - You won't be in business very long with customer service like this and I do hope I get my refund within 14 business days as promised!