– acm/[protected], trn/[protected] – early april 2018 I tried changing my booking over the phone for hotel and transfers the first cs agent called me back that same thursday evening and said that both has been confirmed – I thought what a great service. But then the confirmation of change has only been sent for the transfer booking and not the hotel. No calls or information was given from friday-sunday, I thought fair enough given it is weekend in here and the destination i’ll give time until monday. Came monday noon still no words from them. I called again and they said it hasn’t been confirmed by the hotel. ??? Anyway, after a long winded calls after calls emails after emails I decided to cancel the hotel booking. They charge me fee for admin – which was appalling, and they said money would only be refunded after 21-30 days. Completely ridiculous! Given that the hotel itself didn’t even charge for this cancellation. I have then booked a different hotel and asked them to change the transfer service place. They confirmed and even sent confirmation letter, updated booking etc. But today I found an email from them dated 5 days back that since the location of the hotel is different there will be additional fee of 40 dhs. After the confirmation! So I called them and they said “we need to call you back because this fee may has been changed”! Why do they have to wait for 5 days until I actually call them instead of them doing that. They had to rely on the email only as means of communication that is important like this – concerning a change in a client’s booking? Totally not happy with their service and will never book with them again. Unreliable and their understanding of service is only to say “I am so sorry ma’am, I do understand!”. No they don’t understand.
This complaint and/or review was posted on HolySmoke.org on 13:09 pm, January 22, 2020 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/dnata/.
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