Hello ladies and gentlemen, Following my e-mail below, to you, addressed on 13.08.21 at 20h18min (Belgian time) and your response on the same date at 17.54 (US time), I called your call center at [protected] on Monday August 16, 21, Tuesday August 17, 21 and Wednesday August 18, 21.
On 08.16.21, the operator of your call center that I got online asked me to confirm the contact details so that the relevant department can call me back to reschedule our trip. I had no feedback from this service that day.
On 17.08.21, I called your call center back and the operator I had online repeated the same thing to me as the one I had the day before. I then complained that I hadn't been called back the day before. This operator then promised me that the waiting period for the competent service to reschedule my trip should not exceed 1 hour and that if it was not the case I could call back after 1 hour. Two hours later, I called back and all the operators I had online put me on hold under the pretext of checking. The waits lasted so long that communications ended up stopping. I even suspect that some operators have voluntarily hung up without reserving the necessary follow-up to my file.
On 08/18/21, a first operator had exactly the same attitude as those of the two previous days. On my second attempt, another operator explained to me that the problem was due to an inability to contact me again because I live in Belgium and your telephone system does not allow your employees to reach a foreign telephone number. I cannot describe to you my amazement and dismay at this crucial information, only on the third day. You will agree with me that this risky management of files on the part of a travel agency of your standing speaks for itself.
So I had to make over ten phone calls over three days before I came up with the ticket refund deal I had with the last operator I had online.
I would also like you to know that, given the time I had to wait on the phone, the calls were billed to me by my telephone company. Am I to conclude from this, a false advertisement on the free telephone communications with your call center?
I hereby confirm to you my desire to be reimbursed for the $ 921.45.
I resume below my postal and banking details: