Only responded to our claim after we posted a bad review on this website!
Here is some feedback on our experience of BudgetAir who we used to book flights to South Africa. To cut a long story short, they failed to inform us of a 24 hour change to Lufthansa's flight schedule which meant that we turned up at Manchester Airport on 28th December to be told at Check-In that we were not due to fly until 24 hours later on 29th December. After contacting BudgetAir they promised to re-imburse us for the wasted taxi journeys as well as the money we incurred re-booking an internal flight in South Africa. We have also requested some compensation for the 1 day we lost on a once-in-a-lifetime holiday. Over 3 months later and after countless email exchanges and several phone calls, we have still not got a proper answer from them as to when we will receive this money and how much it will be. The last contact I had was last Thursday 4th April when I was put on hold for 15 minutes whilst attempting to speak to Kenny Marcelo, after which I was then told that Kenny was busy and would call me back in 5 minutes....I am still waiting for that phone call! At least 5 times now they have failed to contact us when promised.This is appalling customer service and I wouldn't recommend this company to anyone! We obviously chose to book with BudgetAir because Skyscanner highlighted them as being the cheapest, however after all the time and money we have spent dealing with their incompetence, I just now wish we had booked with one of the other companies. 14/04/2013 UPDATE: After posting this review on TrustPilot, Kenny responded quickly to our claim and the agreed sum is now finally in my bank account. I have therefore updated the rating from 1 star to 2 star.
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Hi Jenny, My sincere apologies. I have no excuse for not returning your call on time. I have spoken with Management and I am happy to inform you that they have approved your request for reimbursement. I have completed the refund and an invoice was sent to you of the amount that has been refunded to you. Please do contact me, should you require any further assistance. Thank you. Kenny Marcelus Budgetair.co.uk