Helloworld - my experience

[tania73]

Now, before I get flamed, I know its normally prudent to book flights through airlines directly. The reality is though that different sites give you different options, and when it gives you an unusual option that really suits you, I think its reasonable to take it.

But, my experience with helloworld has me rethinking that.

Air berlin changed my flight from MAD - PRG via TXL. flight due to depart at 19.45, changed to 12.40. Not happy, but these things happen. What was not ok thought was that my purchased baggage dropped out of the booking. I rang helloworld call centre (was put through to someone in Manila) was told they could not help me. I rang a local helloworld store and was told they are franchises so could not help me (although she graciously offered to get her manager to call me later. This never happened, but to be fair, someone from Manila did rang me about 16 hours later) I then rang the helloworld customer care/complaints number and she would only take a complaint in writing (she confirmed this to be the case even if its an urgent issue, ie flight the next day) This last girl was so rude nad uncaring

Finally, I rang air berlin and sorted it myself.

Really poor customer service - and not inclined to use them again

 

[OzEire]

I think your answer is in your own post's first sentence.

 

[TomVexille]

I think your answer is in your own post's first sentence.

Unfortunately that's the case

 

[Deleted member]

Lesson learned.....Here endeth the lesson.

 

[ozbeachbabe]

Air berlin changed my flight from MAD - PRG via TXL. flight due to depart at 19.45, changed to 12.40. Not happy, but these things happen. What was not ok thought was that my purchased baggage dropped out of the booking.

I think this is an Amadeus system user issue eg with QF where if you purchase an extra piece of luggage but subsequently change flights the notification about having pre-paid the extra piece drops out of the checkin system. The details are in the Amadeus reservations pnr but the info drops out of the Altea checkin system. Not all checkin CSA's at the airport are res trained so may not know where to look for the receipt number.

QF ask you to take the receipt with you to the airport so if your flight has changed and the system is asking for excess the CSA can then enter your receipt number as the form of payment. This can all be done at the airport so no need to call ahead to res to do anything, in fact to them nothing would seem amiss as they can still see the payment in the Amadeus res pnr so wouldn't be aware you may experience an issue at the airport.

What happened in your case with AB? Did you only find out at the airport and were asked to pay again for the excess you had already pre-paid? What is the nuts and bolts of your complaint?