UNable to contact travel agent - Skiddoo

[MikeG]

My son is at college in the USA, and he was due to fly home in May for the SUmmer and return to the US in August for his 2nd year.

He contacted me thismorning saying that the college has been reverted to virtual classes only, so he wants to come home - further the Australian Government has recommend Australian return home ASAP.

I can't contact my travel agent to change the flights. The phone number says to email them - I have emailed them and have not heard back. WTF?

Any advice? Virgin Australia (the flights are with them) won't help me will they?

Do I have recourse? Or do I just need to wait and hope?

Mike

 

[offshore171]

In the circumstances, it may be prudent just to buy a new one way flight and get him home while it’s still possible. Deal with the open ticket later.

 

[AIRwin]

If he can make his way to LAX and turn up at check-in, VA should be accepting him as a go show...

 

[MikeG]

a go show?

Just booked him onto VA2 on Monday, and organsied SOuthwest from MCI to LAX. US$100 + points.

Post automatically merged: Mar 18, 2020

Luckily the other flights were booked on Virgin, so hopefully they will just refund with no surcharge.

 

[AIRwin]

Go show = turning up for a flight even though the booking is on another day

 

[MikeG]

Do they just accept these if there is a spare seat? Qantas will charge you to do this

Post automatically merged: Mar 18, 2020

Its been more than 8 hours and I haven't heard anything from the travel agent. At what stage do I give up, and is there any recourse?

 

[AIRwin]

Do they just accept these if there is a spare seat?

Given that bookings can now be cancelled without fees anyway, I think they are accepting go shows at the airport...

 

[MikeG]

I just raised a complaint with Skiddoo (by email) and a complaint with ATAS. Maybe that will get them moving...

 

[theblank]

I just raised a complaint with Skiddoo (by email) and a complaint with ATAS. Maybe that will get them moving...

all travel operators are inundated with enquiries, so will take time for them to respodn and they are all dealing with those who are flying soon
OTOH Flight Centre says not to contatc them at all if not flying within next 5 days. SQ says only contact them if flying withn 24 hours.

Raising a complaint and/or multiple contacts just makes it worse for them to service everyone.

 

[MikeG]

Most of those "don't contact unless flying in x days/hours" doesn't make sense if you want to change or book a flight. But at least with Virgin or most other agents or suppliers, you can talk to someone (even with Qantas it can take 3-4 hours to do so). But refusing to take calls, that's ridiculous and warrants a complaint.

I run two e-commerce companies using two different Australian call centres. I tested both today and I get an answer within 10 seconds. These travel industry companies are being unacceptably slack if they expect consumers to wait 3-4 hours, but they are being downright criminal if they don't have someone to talk to or alternatively can't give a personal unautomated response within 4 hours. My initial contact attempt (by email) was at 7.30 am and I tried multiple times throughout the day - it is now nearly 6.30 pm and still no response. I'd be talking to Qantas by now (accepted industry icon for bad customer service).

 

[MikeG]

Update: 25 hours, still no response.

 

[maureeng]

Most of those "don't contact unless flying in x days/hours" doesn't make sense if you want to change or book a flight. But at least with Virgin or most other agents or suppliers, you can talk to someone (even with Qantas it can take 3-4 hours to do so). But refusing to take calls, that's ridiculous and warrants a complaint.

I run two e-commerce companies using two different Australian call centres. I tested both today and I get an answer within 10 seconds. These travel industry companies are being unacceptably slack if they expect consumers to wait 3-4 hours, but they are being downright criminal if they don't have someone to talk to or alternatively can't give a personal unautomated response within 4 hours. My initial contact attempt (by email) was at 7.30 am and I tried multiple times throughout the day - it is now nearly 6.30 pm and still no response. I'd be talking to Qantas by now (accepted industry icon for bad customer service).

Virgin now not even taking calls if you are flying in next 24hours!!!!!!!!!

 

[MikeG]

If you want to book a flight or change any flight to travel in the next 24 hours they will take the call.

Post automatically merged: Mar 19, 2020

At least you can talk to someone

 

[kiwitripper64]

Get him home. If he gets to LAX and VA cant get him on, what are the alternatives for that day or next day? QF? AA? Anyone else flying LAX to anywhere in Aus that day if he misses the VA flight?
Argue about costs with anyone left standing next month

 

[MikeG]

Already booked alternate flights. The issue is how cough Skiddoo has been at getting back to me.

Post automatically merged: Mar 19, 2020

What I'm really pissed baout is missing out on double status credits.

 

[maureeng]

If you want to book a flight or change any flight to travel in the next 24 hours they will take the call.

Post automatically merged: Mar 19, 2020

At least you can talk to someone

I tried and then it said sorry we can’t take call and disconnected

Post automatically merged: Mar 19, 2020

Trying again now

 

[maureeng]

Virgin now not even taking calls if you are flying in next 24hours!!!!!!!!!

It says due to an unexpected situation our call centres are currently unable to take calls !!!!!!

 

[MikeG]

I tried and then it said sorry we can’t take call and disconnected

THeir system is flaky - try again and when it asks you to press 1 if your flight is in the next 24 hours, type 2 and wait. Then it will ask you for your FF number. This is the back door in.

The VirginAustralia IVR technicians obviously left a back door in there for some reason.

 

[maureeng]

THeir system is flaky - try again and when it asks you to press 1 if your flight is in the next 24 hours, type 2 and wait. Then it will ask you for your FF number. This is the back door in.

The VirginAustralia IVR technicians obviously left a back door in there for some reason.
Thanks I’ll give that a try

 

[MikeG]

After more than a month, status update:
- Skiddoo contacted me by email
- I requested a refund of all flights as I wanted to change them but now its too late
- I was quoted over $800 in fees to delete a return flight that originally cost $1470.
- I stated that was unacceptable and to try and get a refund for Virgin who has a policy about this stuff. Not sure about Delta.
- I now haven't heard from them in another 2 weeks.

Here's a quote for interest sake:

Airline Cancellation Fee: $ 674.91 per person
Skiddoo Cancellation Fee: $ 133.00 per person
Non-refundable Skiddoo Credit Card Fee: NIL
Total per person: $ 807.91

Grand Total: $ 807.91
Total Refundable Amount: $666.73

- let's be clear - still no refund whatsoever.

M