YapThomas - The Ultimat3

Bad Customer Service

I’ve been planning my KK trip and with this particular online booking agent,
they are giving me total headache on the whole booking process!

“Hey, you work in a travel agency, why do you have to do through an online booking agent?”

It is because I don’t have a direct contact with the resort there and I was told that you
need to approach a wholesaler to get your room bookings confirmed.

So I did, as the e-mail reply from them is a booking ‘Confirmation’.

It seems that it is a Klang agent that handles my booking and I can tell you how horrible
the service is I am getting. Okay, maybe I am just plain complaining and blah blah blah.

From a person who is in the service industry, service means you are constantly in touch
with the customer but not to leave the customer in the dark.

I was told to drop a deposit for the booking to be made and with the deposit without
booking confirmed sounds pretty much ‘dodgy’. Even I as agent don’t practice that!
Totally put off customer away because, how could you ask for deposit when you
can’t even give a near concrete confirmation while what we are talking here is that
there is only one resort up on top of the world as for other location like KL you can
have the option to switch to other available hotel!

I decided to just give them RM 150 deposit for them to work on it and once confirmed
I will throw in full payment to them. Doesn’t that sound better? Full payment from me!

But, it has been nearly one month now, and it totally sucks when emails I sent was
not replied and that booking person decided to not even call me or reply me.
I guess maybe that person knows that the booking is going nowhere and decides to
drag it on and on and then tell me no room, definite. Now that’s what I don’t want!

I guess, it was a trust to their words that they can get the confirmation I only use
them to book but not with other agents. Then further questioning they are NOT as
trustful with their words and I started to smell something fishy and now, throw
all my request to all other agents and put in whatever deposit I can just to get the
room at Laban Rata…

Let me ask you, what do you understand by “Yes got room” but later on the answer
was different by “I can’t confirm with you until I get confirmation from Resort“????
I even told that person, “Look I am a travel agent too, don’t fool me around”. That
words didn’t eat into that person’s brain that I don’t like to be played I have room but
I do not want to confirm with you now first! bah.. wtf!

What disgusted me the most is when I email to this person, the reply comes from
my MSN messenger. That’s so unproffesional. Even if you want to chat reply, send an
email later as a follow up. That’s what I always do!
Now I can’t remember how that person ended up with my MSN? hmmm….

Gah, the service industry is so bad with some people just destroying the whole image.

Is it just my high perception of the term ‘Service’ or I’m having PMS?

Oh please… the online booking agent? www.cuti.com.my

Use them at your own risk! Remember! It’s www.cuti.com.my

I wonder if their booking for other destination is like that also! Spoil the market!