OneTravel

I picked our flight, entered in all of my parties' information and got to the payment page. Total was approximately $46 per ticket for a total of $360 or so including taxes and fees. I then remembered that I had a $60 coupon code, entered it, saw that it was accepted and then I clicked on PAY. After I paid, I realized that it was showing that the $360 for the flight had changed to over $1600 for the flight. The price per ticket increased x 6! (It did take $60 off the $1600 I noticed later). I do not know why this happened. I am a boomer who barely knows how to turn on a computer in the first place!

I immediately contacted OneTravel and told them about the glitch. I was so excited about the trip and nervous about getting in all the passport information correctly. This was my biggest concern. Certainly, when one uses a coupon one is not expecting to pay more for something! The site did not say the coupon was not valid or give me any kind of pop-up about the price change.

I was on hold for hours and hours and spoke to many people and got cut off several times. What I really wanted was the flight I originally requested for the original asking price, but OneTravel was trying to tell me that no, the flight did cost $1600. OneTravel told me that it was the Airline's issue, but I was using OneTravel's website to order the tickets, not the airline's. Finally, I was told that they would cancel the flight and issue a refund in 8-10 days (this was after being on hold for about 4 hours). Of course, this conversation was all on the phone and they sent me nothing in writing. I then rebooked a flight for the same day, different time, for the original price of $46/seat (I did not try to use a coupon after the first experience).

So, now we are in mid-May. The situation is still not resolved and I've spent many more hours on hold. I contacted the airline this week to try to get things straightened out because OneTravel's app is saying that I have 2 flights booked for the same day (different times) with the same origin and destination. The airline does not have any record of the rebooking, although OneTravel's app says that it is confirmed and ticket #s are assigned. The airline referred me back to OneTravel and said that they can't fix the problem; I need to go through OneTravel. The airline did, however, have us confirmed for the original flight which I was overcharged for.

So, now I'm worried that we will even have a flight when I get to Colombia. All I really wanted was just to buy the tickets for the original price on the website. I found it ironic that, seconds after you book the trip, you get a call from their customer service trying to upsell you extras for your trip, but if you have a problem, you are on the phone on hold for hours and hours (I am not at all in the least bit exaggerating!!).

So, as I type, I think I may have just gotten cut off again for the second time today. It's 10:48 a.m. and I started speaking with "Chris" at 8:24. They play music while you wait on the phone which now is giving me PTSD every time I hear it. There is no music playing now, so I'm guessing that means I got cut off while Chris was trying to locate someone in another department, contact the airline, look up information, or whatever else he was doing for the past 2 and 1/2 hours. Prior to Chris, I spoke with another woman (who transferred me to Chris) who had the audacity to ask me if I wanted to book a car or hotel in addition to the flight. Are you serious??!!

I am a newbie to booking flights, which obviously is my biggest problem. I thought OneTravel would guide me through the steps and was there to be my advocate. I am an idiot. Now, instead of being excited about my trip, I am worried about being charged an extra $1600 (for the flight that the airline has no record for plus the overpayment of the originally booked flight) and whether my family and I will actually have a flight once we are in Colombia. This experience has absolutely caused me sleepless nights and a huge amount of stress.

I am so embarrassed because I trusted this company to get me a good deal. I am furious that I spent so many hours on hold on the phone and that I can't trust anything that they told me on the phone. I did try the online "chat", but they usually tell you to call if they answer your chat request at all. I thought if I chatted that I would at least have a written record of the conversation. I have never experienced such poor customer service in my life. I feel violated and traumatized. It's with great humility that I will have to face my Daughter-in-Law who told me just to purchase the tickets directly from the airline. Lesson learned. However the perpetual optimist in me is still hopeful that OneTravel will make things right. Other than that, I guess there is always Karma.

No explanation why no email was sent to say so (booked about a week beforehand). No explanation why their mails stated confirmation + receipt. I didn't get on that flights. Got stuck in Lima Peru, book an unnecessary hotel in lima, missed hotel booking at my final destination, missed planned meetings. All I've heard from the agent was I'm sorry for the inconvenience. Unprofessional is understatement! Never again.