On June 8, 2023, I called to change/modify an existing flight I had scheduled for July 22, 2023. I asked for the flight to be changed to June 10, 2023, and I paid the flight cost and change fees, which was expected and had no problem paying. When I reviewed the new itinerary immediately at the end of the call, I noticed I was rescheduled for a flight on 6/17/2023, not 6/10/2023 as I requested. At this point, I immediately call back to have the flight fixed, but I was told that I must submit a phone review request and pay for another flight and change/modification. So now I have basically paid twice as many fees to have the same flight rescheduled because your staff scheduled me on the wrong date. I would like to get my money back for the second flight cost and associated fees.
Also, I have called about this phone review on multiple occasions. When the phone review was submitted on 6/8/2023, I was told the review could take up to 7 business days. I waited until 6/20/2023 to find out any information on it and I was told it was not reviewed yet. So, the woman I spoke to said she would put in a note to have it urgently reviewed. I called back again the next day on 6/21/2023, and still nothing. I was told I would have to wait another 7-10 business days! This is unacceptable! Why should I have to wait another 7-10 business days because your staff failed to do their job in the timeframe they provide?
I'm really fed up with the customer service your company provides. The staff is unwilling to help. They hide behind what they claim to be policy-based decisions yet can't do their job in the policy-based timeframe they provided. They refuse to go out of their way to take care of the customer. The one supervisor got rude with me and started to talk down to me with an attitude. That was the supervisor I spoke to on 6/8/2023. I started to get really upset at that point! I want some explanation as to why this whole ordeal must go through such a rigorous process for something so simple and why your staff is unwilling to do what's right by the customer? I'm tired of this being passed onto the next person and nothing ever gets done.
Also, if it were up to me, I'd highly consider investing in higher quality customer service. Whoever is in your call center is completely unwilling to be helpful. They do not take certain considerations/mistakes into account when handling customer issues. Very poor service! I can't say I've had worse with any company in my existence.
Desired outcome: Simple, I'd like my money back for the second flight and associated change fees.