DO NOT book a flight with ebookers ! EXTREME incompetence !! What can I do ?

KeithH_2

A very helpful lady from BMI has sorted it out for me and rang me. She didnt have to, it was Ebookers' problem, but she did anyway. She has spoken to the desk at the sirport and my wife is picking them up later. Ebookers, however, have been as unhelpful and useless, to the point of being aggressive, as possible.

I asked about an upgrade, (and offered to pay), they said there are none, even though BMI say there are.

waster_2

wigginsmum wrote:

Oh heck - we're flying to the US a week on Saturday with ebookers and have been told that we'll have e-tickets, not paper tickets! I'd better check direct with the airlines.

I've flown to the US with US Airways on e tickets. No problem, you just turn up and give them your name and assuming you've been reserved by your Travel Agent you should be in the system. However, you should still have a reference, as this is what you'll need to quote should there be problems. It should also let you check online that you have a reservation. It is normally a 6 digit alphanumeric that you use in conjunction with your surname. You can also usually use this to check in on line- saves the hassle.

Afraid I've had the same experiences with Indian call centres. I'm afraid to say that the level of their language skills are now so poor that they are next to useless. Their knowledge of the product or service they are dealing with is often non existent and I now generally end up telling them what they should be telling me!!! Pity, but the facts do not lie I am afraid. It was a way for large plc's to save money and line their own pockets at the expense of poorly paid Indian call center staff and poorly served customers. we all lose except the plc and the poor Indian staff are getting a reputation that they do not deserve having been left exposed by their new “Masters”.

wigginsmum

Thanks - I got my alphanumeric code from American Airlines and it's all confirmed.

Have to say I agree about Indian call centres. Nothing against the people, and I'm always polite to them, but their language skills and training are often not up to the job, which is a real shame for them and us because everyone gets frustrated.

KeithH_2

I dont know about any other airlines (and it is bring rolled out worldwide) bt BMI do not issue etickets at the moment on my route.



Most of them are not even employees of the company, they are generic "call centres" who answer the phone for many companies.

I know of one that answers the phone for vodafone, HSBC and PC World. There is no training at all, they are simply plonked in front of a screen, with software from the client in front of them, and they press yes/no answers. thats why they get confused so easily, then just repeat the last line, becasue thats what they are told to do, they are like battery chickens, lined up to just do one thing.

The call usually goes something like this :

On hold for 20 minutes, on an 0870 number, earning them money.
Then :
Hello my name is nadia how can I help you today thankyouplease.
I would like to enquire about my booking on the BMI flight please.
What is your name
Heys
Geez?
no heys. H- E- Y-S.
Weez ?
no H for harry, E for echo, etc.

Ah yes.
Where is my ticket ?
The ticket has been despatched to you, please give me ticket number from front of ticket.
Ive jsut told you, I have not received my ticket, where is it ?
The ticket has been despatched to you, please give me ticket number from front of ticket.
Ive jsut told you, I have not received my ticket, where is it ?
The ticket has been despatched to you, please give me ticket number from front of ticket.

This isnt getting me anywhere. Can I speak to a manager ? Thereis no one available. Hello my name is nadia how many I help you thankyou please.

Oh jesus, not this again. <click>. end of call.

sale_2

KeithH,

i guess you are trying to add fuel to the fire. you are not exceptional. everyone has the same problem and as i said earlier it's not purely with Indian call centres it's same everywhere. a simple example...i had a simple accident and the case is pending from last oct. i have called N number of times and everytime either in Uk or india someone picks the call. inspite of giving the claim no. i have to explain everything from the scratch. i complained about the same and i was told the case is been transfered to the dispute dept. and letter of confirmation comes along with an anoying statement saying "if i don't respond in 8 weeks the case will be closed" i called back and was told that this is a standard practice of the complaint dept. it's really annoying. it's not the people it's the system and we pay the price.

check out in this forum you'll find always people talking about the customer service no one is happy but that doesn't mean you can't have what you want.

hope you have a pleasent journey and hope i haven't hurted anyone.

cheers.

GIRLPOWER_2

KeithH wrote:

I dont know about any other airlines (and it is bring rolled out worldwide) bt BMI do not issue etickets at the moment on my route.



Most of them are not even employees of the company, they are generic "call centres" who answer the phone for many companies.

I know of one that answers the phone for vodafone, HSBC and PC World. There is no training at all, they are simply plonked in front of a screen, with software from the client in front of them, and they press yes/no answers. thats why they get confused so easily, then just repeat the last line, becasue thats what they are told to do, they are like battery chickens, lined up to just do one thing.

The call usually goes something like this :

On hold for 20 minutes, on an 0870 number, earning them money.
Then :
Hello my name is nadia how can I help you today thankyouplease.
I would like to enquire about my booking on the BMI flight please.
What is your name
Heys
Geez?
no heys. H- E- Y-S.
Weez ?
no H for harry, E for echo, etc.

Ah yes.
Where is my ticket ?
The ticket has been despatched to you, please give me ticket number from front of ticket.
Ive jsut told you, I have not received my ticket, where is it ?
The ticket has been despatched to you, please give me ticket number from front of ticket.
Ive jsut told you, I have not received my ticket, where is it ?
The ticket has been despatched to you, please give me ticket number from front of ticket.

This isnt getting me anywhere. Can I speak to a manager ? Thereis no one available. Hello my name is nadia how many I help you thankyou please.

Oh jesus, not this again. <click>. end of call.

Keith, Sorry but thats had me rollin... :rotfl: :rotfl: and for the record I totally argee with you. Indian call centres are a total waste of everyones time.

After going through all that have a good trip!!!!

garichd

sale wrote:

KeithH,

i guess you are trying to add fuel to the fire. you are not exceptional. everyone has the same problem and as i said earlier it's not purely with Indian call centres it's same everywhere. a simple example...i had a simple accident and the case is pending from last oct. i have called N number of times and everytime either in Uk or india someone picks the call. inspite of giving the claim no. i have to explain everything from the scratch. i complained about the same and i was told the case is been transfered to the dispute dept. and letter of confirmation comes along with an anoying statement saying "if i don't respond in 8 weeks the case will be closed" i called back and was told that this is a standard practice of the complaint dept. it's really annoying. it's not the people it's the system and we pay the price.

check out in this forum you'll find always people talking about the customer service no one is happy but that doesn't mean you can't have what you want.

hope you have a pleasent journey and hope i haven't hurted anyone.

cheers.

Agreed with Sale..

I had the same experince with almost every call centre staff. Call Centre staff is mostly young and they keep changing jobs so never gets the full training on any product.

gari..

sale_2

hi richardw,

based on your reply......

Which is what BA want you to do, they want to control the sale of their flights directly so they can put prices up.

i was going thru opodo site and wanted to book thru them as they where cheaper and while going thru the flight detail it stated that there's no meal (it's not that the meals are great) provided on this flight and i called BA they said in all international flights they provide meals and on there website also they state the same. i called the opodo and they said "that's the information by the airlines".

i went back to BA site for booking and since i was a registered member i got 5£ discount each way and that saved me 40£ return on 4 tkts and by far BA came out to be the cheapest moreover i was reading somewhere that the airlines want to eliminate the shady agents and that's the reason they want people to book thu them directly and Virgin and BA offers a price guarantee

cheers!!

richardw

Opodo is part owned by BA http://www.opodo.co.uk/opodo/StrutsServlet/DisplaySiteInfoPage?pageName=aboutus

It is an ultimate aim to control the sale of all their flights, and to encourage you to book through ba.com they offer an extra discount for registered users.

cundall

KeithH wrote:

I brought the country into it because it is reflective of the poor service offered. The staff had only a VERY rudimentary knowledge of our language, the manager I just spoke to did not know what a "Passport" was and although my name is Hays, he repeated it back to me as "Gees" "Wees" and "Hoos". Airline tickets must be correct to the letter to be valid, or I would not have been allowed travel. So I feel that employing staff in India was a very poor choice.

Again many companies out source all over the world, new current hot spot is south africa. For indian call centers they all must have a BA to allow them just to apply for a job though i do think that all the training is not up to the uk level. I used to work for a uk call center (in sheffield) so i know how bad some uk customers are treated by english workers.

I only know about the training for indian call centers as i have been watching BBC World and they are currently running series on indian call centers. Anyway back to my point you can get treated bad no matter where you are speaking to someone, if you want low prices they have to cut there overheads and one way is to move to a third world country - if you dont like it dont use them again!

Final point - i have called 3 customer service a few times which is currently located in india and i have had great customer service and bad but again i have had poor customer service in england.

Just leave the country out of it

Thats it i will not go on and on and on and on (Mrs. Doyle - Father Ted)