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(TGA) - Travel - I've never written on a forum but was so bemused by Bulgaria Air this week I thought I'd lose my forum virginity!
Along with many other thousands of travellers I've had my problems this week. I was supposed to fly to Bulgaria on the Sunday and return on the wednesday but the trouble blowing over from Iceland got the better of me.
As it was a work trip, there were several of my colleagues also flying out but at different times and different airlines. So, by the Monday, all of my colleagues had done much better than I had. Their airlines had placed them on new flights some being upgraded to business class. A nice touch by Whizz Air I thought, doing all they can to get their customers from A to B on time.
Not Bulgaria Air. I was promised a call back because I was on a 'Waiting List'. When I called back and asked politely I hadn't heard they told me I was still on a waiting list. When I asked, what the waiting list was they said... "well, it's a list and you wait".. Genius.
By the Thursday I still hadn't heard a peep. I checked online and seats were available but for a premium at an extra £500, Bulg Air were definitely trying to bulge their pockets. So much so in fact they advised I cancelled my flight because they can not switch me to one of the available flights online because they are only for new orders!! Not only did they advise I cancel but they asked me to re-purchase online at the higher price if I needed to book so urgently.
Quite simply, they care nothing about the traveller and only about their profits. Sure, they're a business but I'll never fly with them in my life so in terms of lifeftime customer value, they're playing the wrong game.
I told them how dissatisfied I was and, horror of horrors I even told them their service was rubbish to which she replied, "Wll British Airways are rubbish too".. quite amusing. Not only that, but I then got an email from the TGA member... I attach below for your amusement!
Dear Sir
We have been on the telephone a minute ago and you just hang up on me. I was unable to call you on the telephone you have provided in the reservation as it is wrong!
As Bulgaria air would only carry on board happy and satisfied passengers and you said our airline is" rubbish” and then hang up on me i am happy to cancel your reservation and give you full refund now!
In that way you will be able to fly with another airline and be happy making alternative arrangements as we will not dealt with people they insult and bully our national carrier!
With Kind Regards:
Iva
--
Rooms 38-42; 2nd Floor
Morley House
320 Regent Street
London W1B 3BD
United Kingdom
Tel
Fax
E-mail
Website +44(0)20 76311263
+44(0)20 76377637
+44(0)20 76372481
iva@bulgaria-air.co.uk
www.bulgaria-air.co.uk
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Hi,
Welcome to TA and thanks for your very first post.
I read a few things of interest in your long post..
#1) With respect to the wait list, you mention that "Thursday I still hadn't heard a peep." But the email from the airline indicates that "I was unable to call you on the telephone you have provided in the reservation as it is wrong!".. How did that apparently wrong information get there? If *you* entered that info, then the failure is on *you*. If the airline took it and didn't confirm it, then the failure is on *them*.. But I would also say that as a matter of purely self-interest, when I am expecting or wanting a call back, I make darn sure that the business has my correct contact information-- whether or not they should ask, I make sure they have it..
#2) In reference to "When I asked, what the waiting list was they said... "well, it's a list and you wait".. To a point, they answered your question as you asked it. I *suspect* that you most likely didn't word it entire like that or asked it in a different 'tone' than one of an allegedly purely inquisitive nature.. I base my suspicion on the fact that the airline alleges that "We have been on the telephone a minute ago and you just hang up on me." I just have some suspicions that when you asked what the wait list was, you were really asking a back-handed question and not really wanting to know what the list was..
While it would seem like the airlines should stop selling tickets until all backlogged people are accommodated, the *economic* reality is that they can't.. pure and simple.. As much as you, as a stranded passenger, would want that, this just isn't economic reality for the vast majority of carriers.. Yes, some did better jobs at handling the issue than others, but it doesn't sound like Bulgaria did anything overtly worse than any other airline under the same circumstances.
In the end, your answer and their answer seems to be a match made in heaven.. They don't want your future business any more than you want to do business with them either going forward.. seems to be perfect fit.
Travel Safe,
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I can't believe a Customer Service rep sent that email. It is COMPLETLY unprofessional and I am sure not the "image" management wants to project. I would send it to the airline management as an FYI with NO other comment. However, I have to admit.... it does not put the OP in the best light. Wonder what was said to "incite" the rep to that level.
But it does sound like they did a lousy job of dealing with the mess. The honest truth is that airlines are not set up for this type of mess. Some of them will rise to the occasion and others will falter.
The other side of this is MOST flyers have a short memory.... next year when "the airline that screwed" me is cheapest., booking will be "well for the savings let's give them one more chance"
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>Their airlines had placed them on new flights some being upgraded to business class. A nice touch by Whizz Air I thought, doing all they can to get their customers from A to B on time. <
am I getting it right? business class on W(h)izz Air?
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