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Complaint Posted 12/15/2012
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Consistently among the worst
Vayama are among the worst of all time. My evidence, and that of numerous others, shows that when schedule or flight number changes occur, Vayama are unwilling to/incapable of fixing the problem. This leads to dropped sectors and soon, to completely invalid tickets because the remaining segments do not verify in sequence. This is disastrous when it happens during travel. Like most bad companies, if they spent 10% of the time they spend trying to "manage" their social media profile on fixing the problems they cause, there would be no need for the complaints. I was supposed to be flying RGN-SIN-LHR-JFK on a Vayama-issued ticket. I still am, but only because SQ have helped out after several days of problems finding the SIN-LHR sector after a Vayama reissue, and partly because I was ready for these shenanigans with printouts of the original e-ticket receipt. Vayama are very fortunate that right now, the airline has fixed their problem by creating a new record for a sector that dropped as the direct result of their incompetence/unwillingness to take care of the original problem. Last week, Vayama managed to re-issue this ticket with an intercontinental sector completely missing. This means if SQ had not fixed the problem for me today by creating a new record and associating it with the original e-ticket number that I had printed with me for just this reason, I'd be stranded in Singapore on a one-third flown itinerary. Because of Vayama's failures. What makes this astonishing is that months ago, this ticket was subjected to US DoT enforcement under the 399.88(a) post-ticket fare increase prohibition. Vayama voided tickets that had been issued and were compelled to reinstate them some weeks later after DoT intervention. Everything looked fine for six months (late May through last week). Ticket showed all sectors on Vayama.com with the "Ticket issued; good to go" statement at the top of their page. Until last week when Vayama did something to revoke the ticket and then reissued it....with a missing sector! If SQ had not fixed this, with some difficulty and after three attempts over three days at different stations (BKK, RGN and now SIN), Vayama would be facing multiple violations of the DoT ruling. These incur penalties of up to $27500 per violation. That is not counting the cost of a walk-up replacement ticket from SIN to JFK that I would have enjoyed buying because it would come right back in Small Claims Court as direct replacement cost caused by Vayama negligence. Most businesses would be considered insane for taking a risk of this magnitude. The ticket was already the subject of enforcement action, so any games entailed significant financial risk to them. This conduct shows not only contempt for customers - which we can all see from the volume of complaints - but a particularly idiotic approach to doing business. If Vayama conduct themselves egregiously enough to disregard the strong probability of $80,000 in fines and costs on a previously-enforced ticket, think how well they will take care of you and your regular non-enforced tickets. Yes, I contacted them directly about this, by phone and then by email in which I set out these details. They first stated - during the voice call - that they had reissued the ticket - true, but with the sector missing! After that, no response to my detailed email. Buying travel from Vayama creates monster headaches, at the least, and could easily have led to substantial problems. At some point, such incompetence combined with total lack of service crosses the boundary between unhelpfulness into malfeasance. You have been warned. Vayama: you had your chance to take this seriously during our multiple contacts (one phone call, two emails). It's too late now. Other consumers need to know this background to help them make informed choices about purchase.
 
 
Business's response - by David R.on 12/17/2012
Hello- Please email feedback@vayama.com with your trip ID so we can assist.
 
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