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¶ … Communication
Dear Jet Express Airlines:
This letter is to inform you of my complete dissatisfaction with your customer service, which resulted from my recent experience of booking a trip through your company. Jet Express Airlines came highly recommended to me by a trusted colleague, and so I turned to your company when booking a recent trip. The trip was to be both business and personal in nature, and involved several different flights to different locations on different days. I made the reservations over the telephone, as I thought this would be the quickest and easiest way to book a complicated trip, since I would have the advantage of talking with a real human being. I also hoped that booking a trip directly through your company would be more cost effective than booking it through a travel agent.
Upon my initial call, things seemed to go well. I spoke with a customer service representative named Joyce, who completely understood my need to fly to one city for business, then another city for personal reasons, before finally flying back to my home city. She was able to get me a very good deal on the tickets, which she assured me was...
She made the reservations for me, and I told her I would call back within 24 hours to confirm and pay, as I needed to make sure the dates and times of the flights were all right with the people I would be visiting. She assured me that as long as I called back within 24 hours, all would be well. I wrote down the exact dates and flights, as well as the price Joyce quoted me.
Upon calling your reservation line back less than 24 hours later, I was told by a different representative, named Jonathan, that he could not find my reservations. After looking around a bit, he found them, but discovered they had been cancelled, though I was well within the time frame to call back and secure the reservations that Joyce had given me. Jonathan was not able to get the same good price for me that Joyce had quoted me, either. Instead, he said I would have to re-book, and the price would be $38 more than my original quote. Left with little choice, I paid for the flights with my credit card and Jonathan said he would email me the confirmation. He did, and much to my chagrin, I saw that one whole leg of…
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