Annie Lee

Dec 22, 2017

Worst national airline that the country could have.

I had return flight from Amsterdam-Prague and Prague to Incheon. I asked them in September if I can skip the Amsterdam-Prague flight and agent said yes, I can skip the flight without any problem. I wanted to double check and called them day before the flight to make sure everything is in order. And when I called the customer support, the agent said the person who emailed me made the mistake and I need to take the flight from Amsterdam-Prague or else the entire flight will be cancelled. They are accepting that the agent made the mistake, even so I need to pay for flight change fare in order to cover for their agent's mistake. If I trusted the words of the email from the customer support and went to the airport to find out that my entire flight is cancelled what would you be yourself if you were in my shoes? The company made the mistake in informing me that I can skip the flight, however, over the phone another agent is saying that was wrong information and I need to pay for the class change fee in order for me to skip the Amsterdam-Prague flight. I firmly believe that it is the company mistake who has to cover the class chaging fee of 3027 CZK I paid for. Also, Bogdan (name of the agent) was so rude over the phone that he is saying he will turn the phone off if I carry the conversation. They do not train their agents with soft skills at all!! This is unacceptable service ever, nobody does not hang up on customer's phone unless there was any swear words or shouting and I and my friend was so polite towards the agent. They do not solve customer's problem by causing more problem to me! What kind of customer service is this that this airlines have? I claim that the complaints team to kindly review my case to fully refund the extra fee I had paid for upon the customer agent's mistake as it is my financial impact towards the company's mistake.