Jet Life Vacations review: Customer service issues from your sales department

Good Morning

I am writing.. because of the level of service I received from your Sales office. I must say I am very surprised being that I was going to purchase 40 seats in light of the Ban put on all middle eastern flights and the fact the Egypt Air has an F rating on BBB.com.

Well I must say I see why .

I had sent an email stating that I needed flights for 40 seats 10/4/2017-10/15/2017. I received a email stating I needed to look up the flights then get back with them, when I did the website was down, even took a screen shot to show the person I was dealing with and wrote back the dates I needed. I went to Thailand for 3 weeks with my group and surely by the time I got back I would have received a quote, and there was not I will copy the response I received from the director of sales.

Dear Perkeisha,

In ref to your below email

The web site is not down…. …. I don’t know why you are having a problem?
We have not received any previous request……you don’t need to have the exact flight numbers we can assist you with this but we do need accurate information regarding dates and cities……
From your below request I am not sure what you want…….please confirm if this is what you are asking for:

JFKCAI/04OCT 20 SEATS

CAIJFK/12OCT 20 SEATS

JFKCAI/04OCT 20 SEATS

CAIDXB/12OCT 20 SEATS

DXB/JFK 15OCT 20 SEATS

So you have a total of 40 pax – 20 of whom are doing Egypt only and 20 who are travelling to Cairo and Dubai.

Please confirm if this is correct.

You may wish to work with a travel agent who is familiar with rules/regulations of fares, and general procedures within the industry. We can assist you with some references if you like.
Have a good day. Regards.
Thanks for your cooperation
Jessica O’Keefe

Director of Sales USA

EGYPTAIR Airlines

Office: [protected]

Fax: [protected]

From: Underwood, Perkeisha [mailto:Perkeisha.[protected]@BayfrontHealth.com]
Sent: Thursday, March 09, 2017 6:58 AM
To: Cecile Hester Siper ; 'T.Shohdy'
Cc: 'Jessica.Okeefe' ; 'kathy'
Subject: RE: [EXTERNAL] RE: [EXTERNAL] October 4, 2017 EgyptAir group

Hi

Your website is down and has been for about a month, so I am unable to give you the actual flight we want, however we will need the dates

For Egypt Only -10/4-10/12 - NYC to Cairo Round Trip for 20 passengers Leaving 10/4 arriving 10/5

Egypt/Dubai 10/4 -10/15 (10/4 NYC to Cairo 10/12 Cairo to Dubai 10/15 Dubai to NYC) I will need 20 tickets for this package .

Please let me know if you need anything else.

Thanks

After waiting another 2 weeks I finally received the quote I asked my group for their deposit So I called the number on the request that was send to me. I left a voice mail never heard back. So I called a day later and tatianya answered the phone, I introduced myself and said I would like to make I deposit, she immediately asked what did I want? Again I explained I wanted to make a deposit, then she asked me the name of my group. I told her JetLife she then told me no thats not what we have, I told her well then maybe someone assumed it was Bayfront as that where I email from, but the group name is Jetlife, she told me no one would have put that down unless I told them that name, so she goes on and on, for about 2 minutes regarding the group name, By now I am more than disappointing being that I am getting ready to give a company 80, 000 for tickets and this is the level of customer service I receive, then she says again what is it that you want! i told her well I am not calling to be your friend I need to make a deposit. So says well had you READ the reservation for you have seen that only bank transfers and checks will be accepted. Yes perhaps she is correct an over site on my part, however is that the way you talk to a customer? I told her she was rude, she disagreed and I asked to speak to her manager. From there Jessica gets on the phone and asked WHAT DO YOU WANT. Again I told her I wanted to make a deposit and since I will be working with your company for at least 8 months I would prefer better customer service, She then tells me she doesn't think Tatianya was rude.. and then begins to tell me how I was rude, I said Ok ill call the corporate office. I called the office 2 times and asked to speak to the GM. I never received a call from the GM, but yet another call from Rude Jessica, who asked me again WHAT IS IT THAT I WANTED? Mind you to this day I havent received a mailing address, bank routing number, I cant even get that far with your company. Also in light of the new president putting sanctions on the middle east and you all having an F rating you would think you could at least have better customer service.

When I come into work this morning I received yet another Rude email From Jessica please see below telling me about my attitude, me not being able to make a reservation and perhaps I should seek assistance from someone who cans. Lets be clear I do this all day long and have done so many times. I have the largest African american travel group in the USA, we are being featured in Essence Magazine as being a great travel company.

I must say I have NEVER experienced such level of poor customer service since I have been making reservations for Groups. I would advise you take it upon the company to give the staff at Egypt Air some customer service training before your company sinks lower than it already is.

Perkeisha

Dear Ms. Perkeisha,

I am really surprised at your attitude. We have done our utmost to be helpful and professional. You wrote complaining that our website was down for about a month. I responded this was not the case, and provided you with exact flight information to make it easier for you to book, and you returned my email and called me rude! I was really shocked. Today you advised me that Mrs. Shohdy was rude, when in fact, my understanding is that you were upset with her when she advised you that we do not accept credit cards for payment of deposit. When I then spoke with you, you advised me that in fact every person you have spoken to at EgyptAir is rude!

We normally work with travel agents, tour operators, universities, and different organizations for group sales if they are they are more familiar with all the rules and regulations that accompany reservations and ticketing. We advised you of this, but you assured us that even though you “were not a travel agent” you would be able to handle the booking. We were happy to try and assist you directly. All information that you need is in the group reservation/deposit/fare form that was sent to you – including the fact that we only accept agency checks or bank transfer for deposit. We do all possible to service our passengers and it is simply impossible that as you have claimed, every person you have spoken with at EgyptAir is rude and disrespectful.

For your benefit, I suggest you work directly with a travel agent. We will be happy to transfer your booking to an agent of your choice.

Thanks for your cooperation

Jessica O’Keefe
Director of Sales USA
EGYPTAIR Airlines