ANZEIGE
Hi everyone,
First of all, sorry to post in English but my German is not good enough at all to explain all my case.
Second, Im sorry if this is not in the good category but I didn't see anything related to "complains" or "bad experiences" ...
Id like your opinion on my case and eventual advices on what to do next...
Let me tell you in detail the story of my Opodo NIGHTMARE so I don't look like a random guy just complaining.... !!!
About a month ago I ordered via Opodo two tickets for my upcoming trip in Budapest for me and my girlfriend. During the online process, I made two mistakes : I inverted the first and last name for me and my girlfriend, and I only booked a luggage for the way to go and not for the way back (one of those trip where you have to pay extra to get a luggage).... Anyway, it was my mistake,so I was ready to pay for the name change, fair enough....
So, I first started to go on the webpage and took some time to fill in the "contact us" form, explaining my case and saying basically "is it possible to change our names, and to add an extra luggage for the way back". I received an automatic email to tell me that my request was registered (ref. [25956739-1470655978].) and that I would be contacted by a member of the customer service within the next two days.... This answer NEVER came...
Then, having no feedback on a written form, I decided to contact the hotline, and this is where the mess really started....
Living in Germany but having some average german skills, especially for handeling a reclamation call, i was hoping for an chance to speak to someone in english... Fortunately (and this is the only positive thing about the hotline), you have an option that you can choose during the starting process to be connected to some english speaking operators...
I will try to be brief on this part and resume it as good as I can, but it didnt go well...
- "Hi Sir ,how can I help you?"
- "Hi, I made a mistake during my registration and I inverted my name and the name of my girlfriend. I would like to change it.... and also add an extra luggage for the way back"
- "Hold on sir, I transfer you to a colleague who will be able to take care of your specific case"
(waiting music for 10 minutes)
- "Hi Sir ,how can I help you?"
- "Hi, I made a mistake during my registration and I inverted my name and the name of my girlfriend. I would like to change it.... and also add an extra luggage for the way back"
- "Hold on sir, I transfer you to a colleague who will be able to take care of your specific case"
(waiting music for 10 minutes)
...........
(please note that this is the simplified version , normally, they don't understand that simply and had to give all the details about my case for long minutes, so you talk you talk, you explain, and in the end its "ok, im not able to help you on this one, let me give you a colleague", a colleague to who you have to repeat ALL your story, and ALL your details, again...).
As if things were not already that complicated, the line is unstable, meaning that sometime you are put on hold, and the line cuts.... "Dont worry sir, I transfer you to a colleague who knows how to solve your issue , hold on a minute".... and, its gooooone !!! So then you call again, explain your case again to someone who cannot do anything for it, who transfer you to someone else again, where you have to explain your case again... etc....
After many calls, I spoke to someone who finally told me "ok to change your name and add up the luggage, you will have to pay 180 pounds" (25 pounds per person name changing fee for opodo, 40 pounds per person name changing fee for airline company, and 2x25 pounds to have a luggage on the way to go + way back since the luggage associated to my "old" ticket was cancelled due to the name change...).
Fair enough, im ready to pay for my mistake, I give this guy my credit cards informations and then... he tells me "hold on sir, i will just check that all is OK" and he puts me on hold again for 10min, and THE LINE CUTS !!!
Then, I call back in panic, talk to some different people again and again, who obviously are not aware of my situation, and who obviously cannot see that my file was updated, meaning that nobody knows what happened with my money. 210 euros were taken from my account, and nobody at Opodo seems to know what they were used for. One guy even told me "Ok sir, to change your name you will have to pay the name changing fee..." - "euh, are you aware that Im calling because I already paid for it "...And again being transfered from one person to the other, and people telling me "sir, give me a moment, i try to understand the notes in your file" (being put on hold for 10 minutes) ...
In the end, NO ONE could help me, I paid 210 euros that I had NO RECEIPT for, I even asked to talk to a manager and was put on hold before the line got cut (what a surprise...), obviously, nobody had any idea of what my "case" was since I had to explain it to every single person i talked to, and obviously my money was not used to change my name...
After this, step 3 started, where I was really pissed and started to express my unhappiness on Facebook.... After a few days of complaints, I was contacted by someone via the chat, I had of course to re-explain my case to this person and she went to "investigate". In the next days I finally received some emails to tell me that my changes were apparently done for the names and the luggages. The good joke is that this person then told me on the chat "we nicely offered you the cost for the luggage for the way back since you only booked one for the way to go" ..... "Euh nope, I booked only one luggage on my first reservation, the WRONG one, the one Im asking you to correct since 1 month, I paid for the two luggages since I paid 180 pounds (210 euros) for the name change AND the luggage"...
But yeah, anyway, the nightmare seemed to be over, after tears and sweat...
BUT NO...., can you imagine my surprise when on the day before the flight, I could not do online check-in, and when on the day of my flight, the counter person looked all confused when trying to do my check-in... THE NAMES WERE STILL INCORRECTS AND NO LUGGAGES WERE REGISTERED !!!!! she had to call a colleague, who had to use his computer for 20 minutes because he had to change it all... We were lucky that he believed my story and that we were a bit late in time, because i would have been good to pay for the name change again and for the luggage again....
We almost missed the flight and had to run through all the airport because of the time needed for the change....
So yeah, I paid 210 euros, gone in the wild , only appearing on my account but with no receipt from Opodo, for a "service" that was not even done, the NAMES WERE NOT CHANGED AND THE LUGGAGES WERE NOT REGISTERED !!!
________________________________________________________________________________________________________________________________________________
I tried to contact them on facebook, posting the message above under their Facebook Posts... My posts were deleted and my account was banned from their page, I cannot post anything anymore....
So, what should I do now ? The only thing i want is to get back my 210 euros since they were not used for what i paid for...
Thanks in advance for the advices.
First of all, sorry to post in English but my German is not good enough at all to explain all my case.
Second, Im sorry if this is not in the good category but I didn't see anything related to "complains" or "bad experiences" ...
Id like your opinion on my case and eventual advices on what to do next...
Let me tell you in detail the story of my Opodo NIGHTMARE so I don't look like a random guy just complaining.... !!!
About a month ago I ordered via Opodo two tickets for my upcoming trip in Budapest for me and my girlfriend. During the online process, I made two mistakes : I inverted the first and last name for me and my girlfriend, and I only booked a luggage for the way to go and not for the way back (one of those trip where you have to pay extra to get a luggage).... Anyway, it was my mistake,so I was ready to pay for the name change, fair enough....
So, I first started to go on the webpage and took some time to fill in the "contact us" form, explaining my case and saying basically "is it possible to change our names, and to add an extra luggage for the way back". I received an automatic email to tell me that my request was registered (ref. [25956739-1470655978].) and that I would be contacted by a member of the customer service within the next two days.... This answer NEVER came...
Then, having no feedback on a written form, I decided to contact the hotline, and this is where the mess really started....
Living in Germany but having some average german skills, especially for handeling a reclamation call, i was hoping for an chance to speak to someone in english... Fortunately (and this is the only positive thing about the hotline), you have an option that you can choose during the starting process to be connected to some english speaking operators...
I will try to be brief on this part and resume it as good as I can, but it didnt go well...
- "Hi Sir ,how can I help you?"
- "Hi, I made a mistake during my registration and I inverted my name and the name of my girlfriend. I would like to change it.... and also add an extra luggage for the way back"
- "Hold on sir, I transfer you to a colleague who will be able to take care of your specific case"
(waiting music for 10 minutes)
- "Hi Sir ,how can I help you?"
- "Hi, I made a mistake during my registration and I inverted my name and the name of my girlfriend. I would like to change it.... and also add an extra luggage for the way back"
- "Hold on sir, I transfer you to a colleague who will be able to take care of your specific case"
(waiting music for 10 minutes)
...........
(please note that this is the simplified version , normally, they don't understand that simply and had to give all the details about my case for long minutes, so you talk you talk, you explain, and in the end its "ok, im not able to help you on this one, let me give you a colleague", a colleague to who you have to repeat ALL your story, and ALL your details, again...).
As if things were not already that complicated, the line is unstable, meaning that sometime you are put on hold, and the line cuts.... "Dont worry sir, I transfer you to a colleague who knows how to solve your issue , hold on a minute".... and, its gooooone !!! So then you call again, explain your case again to someone who cannot do anything for it, who transfer you to someone else again, where you have to explain your case again... etc....
After many calls, I spoke to someone who finally told me "ok to change your name and add up the luggage, you will have to pay 180 pounds" (25 pounds per person name changing fee for opodo, 40 pounds per person name changing fee for airline company, and 2x25 pounds to have a luggage on the way to go + way back since the luggage associated to my "old" ticket was cancelled due to the name change...).
Fair enough, im ready to pay for my mistake, I give this guy my credit cards informations and then... he tells me "hold on sir, i will just check that all is OK" and he puts me on hold again for 10min, and THE LINE CUTS !!!
Then, I call back in panic, talk to some different people again and again, who obviously are not aware of my situation, and who obviously cannot see that my file was updated, meaning that nobody knows what happened with my money. 210 euros were taken from my account, and nobody at Opodo seems to know what they were used for. One guy even told me "Ok sir, to change your name you will have to pay the name changing fee..." - "euh, are you aware that Im calling because I already paid for it "...And again being transfered from one person to the other, and people telling me "sir, give me a moment, i try to understand the notes in your file" (being put on hold for 10 minutes) ...
In the end, NO ONE could help me, I paid 210 euros that I had NO RECEIPT for, I even asked to talk to a manager and was put on hold before the line got cut (what a surprise...), obviously, nobody had any idea of what my "case" was since I had to explain it to every single person i talked to, and obviously my money was not used to change my name...
After this, step 3 started, where I was really pissed and started to express my unhappiness on Facebook.... After a few days of complaints, I was contacted by someone via the chat, I had of course to re-explain my case to this person and she went to "investigate". In the next days I finally received some emails to tell me that my changes were apparently done for the names and the luggages. The good joke is that this person then told me on the chat "we nicely offered you the cost for the luggage for the way back since you only booked one for the way to go" ..... "Euh nope, I booked only one luggage on my first reservation, the WRONG one, the one Im asking you to correct since 1 month, I paid for the two luggages since I paid 180 pounds (210 euros) for the name change AND the luggage"...
But yeah, anyway, the nightmare seemed to be over, after tears and sweat...
BUT NO...., can you imagine my surprise when on the day before the flight, I could not do online check-in, and when on the day of my flight, the counter person looked all confused when trying to do my check-in... THE NAMES WERE STILL INCORRECTS AND NO LUGGAGES WERE REGISTERED !!!!! she had to call a colleague, who had to use his computer for 20 minutes because he had to change it all... We were lucky that he believed my story and that we were a bit late in time, because i would have been good to pay for the name change again and for the luggage again....
We almost missed the flight and had to run through all the airport because of the time needed for the change....
So yeah, I paid 210 euros, gone in the wild , only appearing on my account but with no receipt from Opodo, for a "service" that was not even done, the NAMES WERE NOT CHANGED AND THE LUGGAGES WERE NOT REGISTERED !!!
________________________________________________________________________________________________________________________________________________
I tried to contact them on facebook, posting the message above under their Facebook Posts... My posts were deleted and my account was banned from their page, I cannot post anything anymore....
So, what should I do now ? The only thing i want is to get back my 210 euros since they were not used for what i paid for...
Thanks in advance for the advices.
