Ebookers

A totally miserable experience

I found the site messy and not at all user friendly. There was no final confirmation screen and I had to click around to check I had the correct times and flights. As soon as I confirmed the booking I realised I had used my married name whereas my maiden name is still on my passport. I immediately phoned the customer service number - the girl I spoke to has such a strong accent communication was difficult. She went off to check on this several times and ratyher than putting me on hold I could hear her muttering away to herself. She made me feel as if the error was totally my fault and showed no empathy. I finished the conversation without a solution and feeling frustrated.

14 February 2013

Reply from ebookers.com

Dear Mrs Cheung - whilst its regrettable that you entered the wrong surname all the details were made availale for you to review on the final review and confirmation page prior to you submitting the booking for processing.

As the name was completely different and not just a case of a few letters that were incorrect our service correctly advised you that a name correction was not possible.

You were offered a full refund which you declined and as such everything that could be done to assist you was offered.

Regards

ebookers team