karen a.'s review of

 
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Complaint Posted 3/19/2013
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$2600 down the drain with vayama
Well, actually $3100, because when I rebooked through Travelocity, prices had gone up. Made reservations for myself and minor son. As I filled out the info, there was no place to put the info for my son's ticket, so I was charged for 2 tickets for me.
Emailed them immediately and got a response in under 24 hours-good. Bad was that this was going to cost me $150 to change the name. Worse was that there are apparently 2 "service centers" (I use that term loosely) which have no communication between them.
For the next 36 hours I had several conversations with the "good cop service center" who were professional, empathetic, and admitted there had been a computer glitch. They alternated with the "bad cops service center" (in India?) who said too bad, so sad,
and just kept sending the same email telling me to hurry up and pay the extra fees. Unfortunately, the good cops never documented anything, including an offer for a refund if I acted by the next morning. By then I had lost all trust in them, so made new reservations
with Travelocity within a couple hours. I immediately called the vayama rep to let them know, she said OK. 15 minutes later she called back and said I owed them for the tickets, plus $400 more for change fees and a vayama "service" charge. After thinking about
it overnight, I called again, trying to work it out with higher ups, but no go. Now I'm disputing it with my credit card company. Fortunately the credit card company was on the line with me with the longer calls, trying to work it out, and heard and acknowledged
that vayama admitted it was their fault. ****** I noticed Ashleigh from vayama has responded to many of these complaints. She was also the first to respond to my query. I wonder how many of these complaints have been responded to and resolved to the customer's
satisfaction? Anyone want to comment?
 
 
Business's response - by David R.on 3/19/2013
Hi Karen- I'd like to review your reservation, please email feedback@vayama.com so I can take a closer look. When you make a booking on Vayama.com and enter in the number of travelers you are given the spaces to fill out the names, so I'm not clear on what you mean by there was no space for your son's name. Also, name changes are very restrictive and often the airline does charge a penalty fee for making this change. Depending on the airline and when you made your booking, there may have been limited options for you. I encourage you to email me so I can review your specific reservation. Thank you- Ashleigh
 
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