Helen Wilson´s profile

Reviews (1)


extremely poor customer service..very disappointed

Bravofly made an error in my booking and booked me on a flight for the wrong day (Monday) despite all confirmation I received from Bravofly confirmed the day I had booked (Sunday), when I tried to check in for my flight the airline could not find me on the flight schedule for Sunday and eventually found me on the flight schedule for the monday the wrong day! When I called Bravofly customer services a very rude and unhelpful representative advised that it was Bravofly's mistake but they could not book me on the correct flight as it takes 24 hours to confirm....strange as it only look 36 minutes to confirm my orginal flights when I booked them two weeks earlier!!! Bravofly advised that if I wanted to get a flight that evening I would have to pay for it myself and they would refund - when I advise that I did not have any money and asked him what he thought I should do, he simply replied 'I don't know it was not my error', I found this extremely unhelpful and frustrating when I was at an airport on my own trying to get home and although he did not make the error himself, he is representing Bravofly as a customer service representative! I asked several times why he could not just book the flight for me as he could do this on the German Wings home page and he simple refused stating ridiculous policy terms that do not make any sense.
This was now nearly a week ago and I have not received any reponse from Bravofly despite sending an official complaint via the customer service email. I am now even more out of pocket thanks to Bravofly and am not confident my complaint will be dealt with at all as customer service do not seem to know much!!!
I only hope they do deal with my complaint seriously so I can have more of a positive customer service experience from Bravofly!

Furkan Tunalı found this review useful

17 August 2012

Reply from www.bravofly.com

Dear Helen,

I am very sorry to read of the situation with your ticket and on behalf of Bravofly I apologise for the error made with your ticket and the subsequent inconvienence to your trip by having to buy a new ticket.

Due to certain policy restrictions in ticket purchasing between ours and the airline system we are only able to book new tickets a certain number of hours prior to the departure of a flight, which in cases such as these makes it necessary for the passenger to purchase it at the airport (which we refund) or we offer a reprotection onto a later flight.

We received an email from you yesterday to our customer service email address and unfortunately due to the high volume of requests we have been unable to respond until now. I do apologise for this delay and have written you a more detailed email regarding the refund of your ticket.

Kind regards, Sofia

Helen Wilson´s profile

profile image of Helen Wilson
Helen Wilson
Letchworth, United States