My dad (from Europe) is coming to visit me (to San Francisco) and he bought a vacation package in Mexico on bookit.com . Plans changed and his flight tickets are NOT REFUNDABLE, NON TRANSFERABLE and he has to use them in a year. NOBODY care that he is from Europe and he is not going to fly over the ocean to use his $788 credit for flight with Alaska Airlines (I talked to their customer representitive and had a really great experience. Sadly, they are limited what they can do..).
Come on, bookit.com, be more human and not so uptight about your rules! Flight over the Atlantic ocean costs more than the credit!! And we are not talking about $100 that would be easy to part with but $788.
I am speechless and now I understand how bookit.com can afford such a nice office with expensive furniture – taking money from people who bought from bookit.com with their open kind heart expecting to be helped when needed and appreciated as customers and got ripped off because bookit.com are nothing else but a big nicely wrapped scam agency.
With all my respect, I feel embarassed for people who work for bookit.com and I really believe that rules are fine, but exception and willingness to help your customer is more important than sticking with something what will bring you money but will ruin your brand’s name.. Way to go bookit.com!!! If you treat more people like this, you will be out of business soon.
Oh, and I forgot to mention, they tell how much they appreciate their customers on their website and in reality I had to call 3 times, wait more than 30 minutes each time, leave my phone number for a call back and tell how unsatisfied I was with bookit.com on Twitter to get their attention and my call back, which was useless anyways.
Stay away and tell your friends to stay away from bookit.com. By using their service you put yourself in a position where you won’t get support, help and most likely something will go wrong on your trip at some point (this is what I understood from reviews I found online.)
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Company Response
The following response has been submitted by the company. It's source has been verified by Groubal.
“
Dear Valued Guest,
We sincerely apologize for the inconvenience this has caused you and your father. Unfortunately, our company and every other third party travel partner are bound by the airlines terms and conditions. I have posted our flight terms and conditions below, but for more specific rules and regulations regarding your ticket you would need to contact the airline carrier directly.
Your satisfaction is extremely important to us and we ask that you please fill out the following form, http://bookit.com/customer_support.php . Once we have your information we will then assign a Resolutions Representative to you to assist you with your concerns.
“Convenient e-tickets will be issued for this flight. Cancellation/Change Details: As part of our service to you, BookIt.com® will act as your advocate with our partner airlines when you have to change your travel plans. We will attempt to find the most cost-effective solution available to assist you in rescheduling your trip. Prior to booking, please note carefully some common issues that might arise and the impact they could have on your vacation plans. Make sure that you carefully enter the name of each passenger, as airlines consider name changes or corrections a cancellation and may include a full cancellation penalty.
Flight details, including departure gates, arrival and departure times, carrier, aircraft manufacture and type, and meal plans may be changed at any time by the airline. BookIt.com® recommends verification of flight times, usually 12 hours or so prior to your departure time. Although most airline tickets are non-cancelable and non-refundable, some airlines may issue Flight Credit for passengers who must cancel. Changes or cancellations are subject to fees ranging from $100.00 and up, per passenger. Please check with the Airline directly for the exact fee assed. Please note, many international destinations will charge and entry and or departure tax payable at the airport.
Usually, flight credits must be used with one year of your purchase date, assigned to the same named passenger, and used on the same airline. If paper tickets are required, a processing/shipping fee of up to $25 will be required. All terms and conditions are subject to change based on airline rules and regulations.”
Sincerely,
Sonya
BookIt.com®
We sincerely apologize for the inconvenience this has caused you and your father. Unfortunately, our company and every other third party travel partner are bound by the airlines terms and conditions. I have posted our flight terms and conditions below, but for more specific rules and regulations regarding your ticket you would need to contact the airline carrier directly.
Your satisfaction is extremely important to us and we ask that you please fill out the following form, http://bookit.com/customer_support.php . Once we have your information we will then assign a Resolutions Representative to you to assist you with your concerns.
“Convenient e-tickets will be issued for this flight. Cancellation/Change Details: As part of our service to you, BookIt.com® will act as your advocate with our partner airlines when you have to change your travel plans. We will attempt to find the most cost-effective solution available to assist you in rescheduling your trip. Prior to booking, please note carefully some common issues that might arise and the impact they could have on your vacation plans. Make sure that you carefully enter the name of each passenger, as airlines consider name changes or corrections a cancellation and may include a full cancellation penalty.
Flight details, including departure gates, arrival and departure times, carrier, aircraft manufacture and type, and meal plans may be changed at any time by the airline. BookIt.com® recommends verification of flight times, usually 12 hours or so prior to your departure time. Although most airline tickets are non-cancelable and non-refundable, some airlines may issue Flight Credit for passengers who must cancel. Changes or cancellations are subject to fees ranging from $100.00 and up, per passenger. Please check with the Airline directly for the exact fee assed. Please note, many international destinations will charge and entry and or departure tax payable at the airport.
Usually, flight credits must be used with one year of your purchase date, assigned to the same named passenger, and used on the same airline. If paper tickets are required, a processing/shipping fee of up to $25 will be required. All terms and conditions are subject to change based on airline rules and regulations.”
Sincerely,
Sonya
BookIt.com®
January 18th, 2011.
65 signatures
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Groubal Founder
Groubal supports your complaint about Bookit.com! Clearly you have a real issue here that must be addressed and resolved immediately. We STRONGLY suggest you email the link (to your groubal petition) to everyone you are connected with and ask that they sign it and support you.
Ed
Customer service is a lost practice in the travel industry!
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janet Booth
I have just been scammed by Bookit. To the tune of $523.18USD. My NZ Bank is dealing with this rip off at the moment. Get these dreadful people out of business. Why the hotels are using them I don't know because is ruins their reputation as well.
Mirsada
I made my reservation with Bookit.com sometimes in August 2010 for travel in February 2011. On the morning of my travel I found out that I was put on misconnecting flight. Called the airline company who stated that my flight was changed 5 times since the booking. Unable to get through bookit.com that morning as their offices were closed. I decided to by new air tickets as I had no other option. I was at the airport with 2 kids and had to spend additional $3,000 for the tickets. When I came back I reach out to bookit.com who stated that I should contact airline Continental b/c they did not notify bookit.com of schedule change. Continental staff was great and sent me all the info that I requested. It took me a while to get to the right place but I was able to get what I needed. Once I provide them with everything, they state that it is my responsibly to check the flight status 12 hours before departure. Well an e-mail on five separate occasions or even a phone call would have been nice. So Now we are in June and I been trying to speak to them since February but they do not care b/c they got paid. So please please do not book with them, you have better companies out there, I booked with others that called me and made sure that the change that is made is what I want.
VAL
THEY DID SIMILAR THING TO ME I HOPE YOU GET SOMEWHERE, I GOT NOWHERE
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DeZireblu
I actually use bookit multiple times a year and have found the staff to be extremely helpful. I have had flights changed but was immediately made aware via email of the changes. I had an issue in Miami with the hotel payment but it was rectified immediately and i was given a room upgrade and also a 10% discount on my next purchase! I recommend bookit to everyone. But it's important that u always read the terms and agreements. By checking that u are agreeing to their terms so to get upset afterwards... Well you can't blame them. Plus often if u call the airline in advance they may make accommodations!
Private Signer
I have recently booked a hotel stay through BookIt.com and made the mistake to not print the booking id at the end of the transaction, assuming that I would get it in the email (they do request your email address) - as all other travel sites do. The confirmation didn't come and after a few days I assumed my transaction did not go through and made a second booking.
When I still did not receive an email confirmation, I contacted them online - to no avail - and then called their toll free customer service number. After being repeatedly placed on hold, the argumentative and clearly non-sympathetic customer service rep informed me that it was all my fault and that I should know that the duplicate booking cannot be cancelled and is non-refundable.
This was the first and last time that I've used BookIt.com. My past experiences with Expedia and Travelocity and Orbitz have been good - but BookIt.com has been nothing but an exercise in frustration. My son and I were looking forward to this trip, but losing money has changed our perspective.
Stay away from them!
When I still did not receive an email confirmation, I contacted them online - to no avail - and then called their toll free customer service number. After being repeatedly placed on hold, the argumentative and clearly non-sympathetic customer service rep informed me that it was all my fault and that I should know that the duplicate booking cannot be cancelled and is non-refundable.
This was the first and last time that I've used BookIt.com. My past experiences with Expedia and Travelocity and Orbitz have been good - but BookIt.com has been nothing but an exercise in frustration. My son and I were looking forward to this trip, but losing money has changed our perspective.
Stay away from them!
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Bookit.com lacks customer service skills, I booked a vacation package, five days later the package goes down by $400 for the same exact deal, bookit.com wont help me or change my booking prices.
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Booked a flight/hotel package online for a quoted grand total of $1245, received an email stating my credit card has been charged $1545. Either a website error or plain old deception. In either case, it's an issue that I'm not having much luck getting resolved, and doubt I will. Their customer service is terrible.
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horrible, claim to price match, but 15 days later told me the hotel will not honor the price match
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Carrie K
I booked two rooms with “BookIt.com” WHAT A HUGE MISTAKE. First let me say, their employees are taught to be very nice and seemingly helpful, until something is wrong. Once I confirmed my purchase of an OCEAN VIEW ROOM with the Sheraton Poipu Resort I found out that I was booked into the “garden section with a partial ocean view.” My reservations were for an ocean view room, not partial. I went back to BookIt and for weeks they said they were going to straighten it out and never did. I got the same results no matter who I talked with. They offered me $100 for each room I booked with a release of liability and that I would not say anything about the problems to a third party. REALLY??? You mis-advertise what you’re selling and want to buy me off with $100 and not fix the problem? After several weeks I contacted the GM of the Sheraton and the problem was taken care of in less than 24 hours by the Sheraton, not BookIt. I received and ocean front room. Why did I not check the reviews on trip advisor first or even on their own website. DO NOT USE BOOKIT , SAVE YOURSELF THE HEADACHE. Go through the hotel directly.
John Neighorn
There are no customer agents to assist you unless you simply luck out. You will be on hold for more than 50 minutes at a time.(my minutes are shot!) Most of their "customer Lounge" formats do not work or are experiencing gliches. They told me I could cancel within 24 hours, but so far no one answers and when I did get a person named Allison she cut off the communication as soon as she heard "I'd like to cancel ALL transactions immediately. Good customer service!!!!!! Their recording keeps saying "you know what to do"...Ha! If I knew what to do why would I be calling customer support!!?? And they say their "core values" are totally satisfied customers!
Your off my list and word of mouth goes a lot further than any advertisement you put out. I would recommend Orbitz or some other co. I went on line with Orbitz after finally getting tired of waiting for an agent at Book it AND got the same package for $400+ less!!!!!!
Go to some other company for your travel needs. "These people are not professionals! Nor do they have ethics or integrity!
Your off my list and word of mouth goes a lot further than any advertisement you put out. I would recommend Orbitz or some other co. I went on line with Orbitz after finally getting tired of waiting for an agent at Book it AND got the same package for $400+ less!!!!!!
Go to some other company for your travel needs. "These people are not professionals! Nor do they have ethics or integrity!
vince pham
I just had a very bad, bad experience with bookit.com.
I have booked thru bookit.com but canceled the whole package ( airfare and hotel all inclusive package ) with in 12 hour period, out of 24 hour compliance) to have a full refund except for hotel charge, but they only cancel my hotel not airfair. Immediately with before the 24 hour for cancelation, I have made 12 attempts for customer service phone calls, not able to reach them. I even tried to chat with them on their website without once reply. Eveytime I caledl, I ended up with waiting and waiting for 20 minutes plus. My last called to bookit was 1 hour 30 minutes with a rep but without result.
My advice to you all is to avoid dealing thru bookit.com to avoid this horrible experience with it.
I have booked thru bookit.com but canceled the whole package ( airfare and hotel all inclusive package ) with in 12 hour period, out of 24 hour compliance) to have a full refund except for hotel charge, but they only cancel my hotel not airfair. Immediately with before the 24 hour for cancelation, I have made 12 attempts for customer service phone calls, not able to reach them. I even tried to chat with them on their website without once reply. Eveytime I caledl, I ended up with waiting and waiting for 20 minutes plus. My last called to bookit was 1 hour 30 minutes with a rep but without result.
My advice to you all is to avoid dealing thru bookit.com to avoid this horrible experience with it.
Who Cares
For the general public, Bookit.com simply sells the airline tickets for the airline carriers. Bookit.com does not make the rules for the carriers. The rules are clearly stated in ther terms and conditions and the same rules are clearly stated on each airline carrier's website. When you purchase a airline ticket on Bookit.com, they simply purchase it directly from the airline carrier, just as you would. That is why on your credit card statement, the airline carrier's name is shown as the one that was charged for the flights. You act like Bookit.com has bought tickets from the airlines for a cheap rate and then charge the consumer a different price. Look at a flight ticket on Bookit.com and look at the price and then go to the airline directly and you will see the exact same price. So your issue should not be with Bookit.com about your flight issue, it should be the airline carrier because the tickets are their rules and regulations, not Bookit.coms. So that is like asking Bookit.com to issue you a credit for something that the airline got paid for. That sounds a little dumb to me.
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Chantel Hattingh
I hate this site! I am STILL waiting on someone to respond to my e-mails. They owe me money and i cant get through to anyone.!!!! Customer service my ASS!!
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If you just did it I would recommended calnilg the website you used or the airline because a lot of airlines allow you to cancel your ticket for a full refund if you do it within 24hrs of booking. And then you can just book your new dates and wont have to worry about paying a fee. Also I would always recommend booking directly with the airline. They are going to be the ones to help you if you run into difficulties along your way.
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