Mrs Linda Gardner´s profile

Reviews (1)

Ebookers

Good prices bad website

I have a publishing company and do a lot of overseas trave so I have started to use kers quite frequenty in the last few months as they did me such a good deal the first time I used them for a trip to Paris.

However... in my experience the website experience is awful. The site just keeps crashing after a search is interested and often takes 3/4 attempts to get search results up.

I also got overcharged for a trip as it looked like my payment hadn't been taken on the site so I phoned up explaining what had happened and rebooked with a reservations person over the phone.. only to find on my bank statement that ebookers has billed me twice for my trip.

The weird thing is they don't seems to have a booking system which would have showed my trip was confirmed when I rang up... as you would expect.

Too many overseas call centres and not enough attention to integrated customer service experience like so many other companies these days. A real shame.

Please try harder to improve customer experience ebookers!

01 February 2013

Reply from ebookers.com

Dear Mrs Gardner - we are sorry to note that you experienced technical issues with the site and can confirm that although you will see charges on your bank statement relating to the failed booking attempt these are pre authorisations and the money has not been physically transacted.

These pre authorisations will expire within 24-48 hours at which time they will no longer reflect on your online statement.

Our call centres are globally based to allow us to offer 24 hour service support via telephone and online chat 7 days a week from 8.00 am to 22.00 pm (GMT).

If we can be of any further assistance please do not hesitate to contact us.

Regards

ebookers team

Mrs Linda Gardner´s profile

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Mrs Linda Gardner
Reviewer
United Kingdom

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