customer - lake tahoe

Mar 1, 2022

Very bad customer service by a supervisor named Janel

I was handled by a supervisor by Janel, who cancelled trip with getting explicit confirmation that I wanted it to be cancelled. My wife had a medical emergency, so I was not able to make the trip I have booked for me and my friends. However I had purchased travel protection through THEIR partner, and I had spoken to an agent (Jason) and another supervisor (Darla) about how I needed to consider how a travel protection refund or transfer could be dealt with before making any changes to the booking. Janel unfortunately did not understand any of the previous conversations I had and made a fast change without speaking to me fully about my case. For this I am very unhappy with Turnkey's service. She than proceeded to have a nasty tone with me, which escalated the conversation, and then tried to rush me off of the phone without asking whether I had any other questions. Only after she cancelled the reservation, was I able to ask her what the full amount of the refund was, and whether that had included a consideration for the $500 travel protection through their partner. I have now ended up losing $500 of travel protection, because of the way that Janel handled my case. The previous people I spoke to Jason/Darla were both quite considerate. However Janel kept mentioning that it was not Turnkey's responsibility to speak about a third parties business. For this I understood, however, I explained to her that I was unhappy with how she did not consider any of the previous conversations I had with her team, and in processed a cancellation very fast, without giving me the time to think about the ramifications I had. She also had the audacity to tell me that she was doing me a favor, although I always had the option to administer my travel protection and get a full refund anyway. So actually because I've now lost the $500, I was definitely not given any favor, and quite the opposite. Although it is not Turnkey's responsibility to consider a third party insurance, they should at least be considering it within their actions, for the customer sake, especially when they propose it to you through THEIR website. This is not a customer centric attitude and I am very unhappy, and will unfortunately avoid Turnkey in the future.