Due to a writing contest from Jezlau Concepts A cool contest before November ends, I was encouraged to write my worst airline experience. I love to travel so, that means i am a constant flyer... I tried almost all the different airlines available here in the Philippines. So far, some of them, I've experienced horrible things... but not like what Zest Air did to me for how many times. I don't hate them because still some of my flights with them were good. Not like what they did to Batang Yagit, read his blog Zest Air. I also experienced that twice wherein they changed my booked flight to another flight schedule due to blah blah blah.... (I forgot their reasons... LOL). They should be thankful because i wasn't in a hurry on those times they re-scheduled me but if I were in Batang Yagit's situation, I will let them send the copy of the recorded call made by their agent in re-scheduling my flight. And, if they will not shown any, they're GUILTY!!! Well, back in my case, I just told the agent to send me a text message for the confirmation of my re-scheduled flight. So, everything went well. For me, everything should be documented as a proof.
But this one thing that made it really horrible was when I booked a flight for my auntie going to Manila from Kalibo.
I wrote an email to their customer service for my concern last July 27 of this year. Just read it and you'll get my point. ;)
To whom it may concern,
I would like to inform you that one of your Customer Relations Service Agent called me at around 3 o’clock in the afternoon yesterday, July 26, confirming me about the ticket that I purchased on the said date. But I told her that it wasn’t successfully been purchased because your system just had this message after I pressed the ENTER key for confirmation of the payment.
Here is it:
This webpage is not available.
The webpage at http://apps.sqiva.com/data/snowball/awan/zestair/ibook_zest/succeed.pl?Ref=W1XDRX,grace_balderas81@yahoo might be temporarily down or it may have moved permanently to a new web address.
More information on this error
Below is the original error message
Error 102 (net::ERR_CONNECTION_REFUSED): Unknown error.
So, as I’ve read the content stating for “ERROR and connection refused”, I tried to return to your home page and tried to book again, but I can’t because it said “your system was down”. I’ve waited for more two hours for the email if my attempt earlier in booking was successful but I never received any email for the ticket. So, I presumed it was never been booked. This is not my first time in booking for a ticket in your airline online, so, I know exactly what will happen after I pressed the ENTER key for the payment confirmation.
My concern is that your Customer Relations Service Agent told me that the ticket I’ve booked wasn’t been confirmed on the time I booked it because your system was down. So, she called up for the confirmation to remind me that the payment was processed by your system later that day. I’ve attempted to book it around 1 o’clock in the morning of July 26 and I received your Customer Service Agent call at 3 o’clock in the afternoon for the confirmation. I told her I want to CANCEL it because I already booked to another airline due to “ERROR and SYSTEM DOWN” of your website for booking. And you should have informed me first before processing the payment after hours of my booking online. So, she told me to call your hotline/main office but I’m in the province, so, landline calls is not accessible. Then, she told me that she’ll ask your office about my concern and call me back again. But I’ve never heard a call from your office that’s why I decided to write an e-mail for my concern.
I am requesting your good office to please cancel the booking and my payment should be refunded without any penalties.
Here’s the ticket information I’ve got from your e-mail right now, July 27 at 2 o’clock in the morning.
Passenger: BARRETTO/LILIBETH,MS E Ticket Number: 457 0025051924 Record Locator: W1XDRX
Date Airline Flight Class Fare Basis Status
28-JUL-10 Z2 Zest Air 303 V 788 CONFIRM
From: KALIBO ETD: 1215 KALIBO AIRPORT
To: MANILA ETA: 1325 DOMESTIC TERMINAL
Not Valid Before: NOT APPLICABLE
Not Valid After: 27-AUG-10
Seat : Check in Required Bags: 10 kgs/pax
Endorsement(s)/Restriction(s): NONTRANSFERABLE/NONREROUTABLE/REBOOKABLE PHP 672 SUBJECT FOR
FAREUPGRADE/REFUNDABLE PHP 672/NO SHOW PHP1120/NO SHOW AT THE GATE PHP 1344
TOTAL : PHP 788.00
TRAVEL TAX : PHP 0.00
WEBCHARGE/ADMIN FEE: PHP :WEB:
TOTAL PRICE : PHP 788.00
Form of Payment: Payment-INTERNET PAYMENT
Equivalent Fare Paid: USD 15.98
I look forward to hearing from you as soon as possible and for faster action of my concern. Thank you. More power!
Grace B. Balderas, RN
Then, I haven't heard of their immediate response so, I asked my sister which is in Manila to call their customer service hotline... My sister told them that I had an email sent for them. I just hate it when it's obvious that I made the booking early in the morning then they will confirm my ticket later in the afternoon. What if, I am in an emergency flight... and online booking is the fastest and convenient way of buying a ticket. So, due to their down system, I booked a ticket with PAL after two hours of waiting for their system to be working again or for my confirmed email.
Well, after 2 days, I received this email from them:
Flag this message
Fw: Fw: Cancellation of Ticket Booking W1XDRX
"Lead Agent"Add sender to Contacts
On your concern we will charge back 30-60days to your account as a full
Original Message -----
From: Customer relations
Sent: Wednesday, July 28, 2010 1:59 PM
Subject: Re: Fw: Cancellation of Ticket Booking
We asked BDO to look into this, we can process the full refund due to the system error, as stated by the pax, she already bought another ticket and requesting for the cancellation of her zestair booking
That's it! Good thing, they did that... I am sooo thankful!!! But, I'm not yet sure if the payment was credited in my card already, I haven't checked it because the refunded amount of the ticket is only 788 PHP. I'm gonna check it online, later... I hope it's there... ;)