Katarzyna N.'s review of

 
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Customer Reviews & Ratings
Complaint Posted 11/19/2012
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Horrible service at Vayama
I booked a return ticket to Australia as I'm doing study exchange here. At the time of booking I knew that I might extend my stay and I checked the conditions and charges. Now, when I know for sure that I will not come back to Europe until the end of August, I tried to contact Vayama to change my flight. Just to find about terms and conditions of the ticket I bought. Now. A little bit too late. It is not me who didn't care about reading what I'm buying. It's just that Vayama didn't make the conditions of MY flight available to me, selling me something that has no value to me. I have sent so many e-mails asking them where were the conditions of my flight written at the time I was booking it and where are they now. I just get useless e-mails stating the same thing. I would not recommend it to anyone. There are so many other travel agencies that do care about their customers and make the conditions of your fare available and clear. If you are unhappy with Vayama, please join the facebook page I've just created. Show that your voice counts. http://www.facebook.com/NoToVayama Update Now Vayama claims that while booking online on their website to find out about all the terms and conditions of the purchased ticket you need to call them or consult the airline. They also construct some conspiracy theories of what I had to think while booking the ticket. I bought the return ticket in January as my study was planned to finish then and visa was about to expire. I knew that there was a possibility of extending my stay, but it was just a possibility till November. I contacted Vayama regards change in November as I got the decision regards the extension of the period of study and a new visa. I would like Vayama to stick more to facts which are that they did not make the conditions of my fare available to me rather not considering what was my plan and thoughts at the time of buying.
 
 
Business's response - by David R.on 11/20/2012
Hi Katarzyna, Thank you for your review and feedback. When you booked your ticket, you may have realized that it is not possible to book tickets further than 330 days in advance. At the time of booking we provide the generic rules regarding changes and cancellations, these rules outline fees and the process for exchanges. If, at the time of booking you felt that your possible request was not addressed, our contact information is provided. Our agents at the call center are more than happy to assist new customers with any and all queries related to new bookings, including exchange fees, maximum stay limits, and ticket validity. In addition, the fare basis code is provided at the time of fare shopping. Your options to locate the specific rules surrounding your ticket would have been to contact us, contact the airline or check the airline website. At the time you made your booking, you were aware that the return date may need to be adjusted to end of August, but this could not be booked at that time because it is outside the 330 day range that is allowed by the airlines. As a result, you made the return for January and hoped that an extension would be available to you. Unfortunately, the airline has a maximum stay limit of 6 months on your ticket. So, it’s not possible to extend your stay until August. I’ve reviewed your booking and the email records and I find that your contact with us originated only in Mid- November, there were no other attempts to find the specific rules on the ticket until this time. I appreciate your frustration and I understand that this is inconvenient however, we cannot extend the validity of the ticket that you purchased with Etihad airlines. Email me with any further questions you may have at feedback@vayama.com -Ashleigh
 
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