[Resolved] Opodo / couldn't modify flights because of opodo useless contact centre hours
Because of a personal issue at home I needed to modify flights. Opodo contact centres open and close at terrible hours so to modify tickets at hours outside the hours they are open it is impossible. I actually got through to Lufthansa because I couldnt change flights through Opodo because of their ridiculous opening hours and they cancelled the first flights with the promise that the second one could be modified with a phone call. I called up this morning before the second flight would have taken off and got a message that their call centre opened at 9am. I called when they opened, got put through to different departments and then was told the flight was non refundable and non changable even with a charge because of the no show, it was only a no show because of Opodo's useless opening hours. I now need to rebook flights and will never, ever book with Opodo again. Lost all the money put into the flights easily resolved with a telephone call that couldnt be made because Opodo likes to save cash on offshore contact centre workers that dont understand much English (Or didnt when I called). My booking ref was [protected].
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Opodo Customer Care's Response, May 26, 2015
Thank you for your comments and for sharing your Opodo experience with us and other users.
As we could verify, your case has been already treated by one of our agents. Please do not hesitate to contact her for any further information.
We would like to take this opportunity to kindly remind you that our opening hours are:
Monday - Friday: 9am to 6pm
Saturday: 8:30am to 5pm
Sunday: 9:00am to 6pm
Bank holidays: 9am to 2pm
For any future urgent query, we would kindly suggest you to contact us with 4h or more prior to the flight departure. If your flight departs at early morning, please make you sure to contact us a day before until 6 p.m.
Once again, please accept our sincerest apologies for the inconveniences.
eDreams- Customer Care team
Opodo Customer Care's Response, Jun 03, 2015
Thank you for keeping us updated.
We kindly remind you that Opodo offers a search and a comparison service of travel products available on the market, as an intermediate service for the purchase.
Unfortunately, we are not able to assist out of our working hours thus, is very important you read our FAQ section and get well informed of how our company works. It is very important a use of the appropriate channels and hours at time of contacting us.
Opodo - Customer Care team
Opodo Customer Care's Response, Jun 09, 2015
We appreciate your comments however, if you are not satisfied with an outcome of your complaint or need any further information or assistance, we would kindly recommend you to get in touch with the agent in charge of your case.
We would take this opportunity to remind that our opening hours are published on our official web site and could be found in our terms &conditions read and accepted during the booking flow besides, in your particular case, we have seen that you managed to speak with our help line staff a day before the flight departure however, had not requested a cancellation after being informed of a cancellation penalty of the airline.
Opodo - Customer Care team
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