Booking flights online should be a straightforward process, but unfortunately, some experiences can turn into a customer service nightmare. This Ovago Travel Agent Review details a deeply frustrating encounter involving international flight bookings, highlighting a severe lack of ownership and unhelpful support across multiple levels of their customer service team.
The ordeal began when the customer received two email confirmations for a single flight purchase and proactively contacted Ovago to clarify and prevent potential double charges. The initial interaction with an agent named Danika immediately set a negative tone. Despite the customer booking economy seats, Danika insisted they were first-class bookings, even while acknowledging seat numbers in the 30s, typically associated with economy class. Adding to the confusion, Danika inexplicably cancelled one of the bookings during this initial call. When questioned about the cancellation, Danika offered no explanation and abruptly transferred the customer to the first-class support line, despite the booking clearly being for economy.
Upon reaching Percy in the first-class support team, the situation became even more perplexing. Percy confirmed the seats were indeed economy, contradicting Danika’s earlier claims, and verified the unauthorized cancellation of one booking. However, despite acknowledging Danika’s error, Percy stated he was unable to reinstate the seat selection from the cancelled booking to the remaining ticket, claiming the seats were lost due to Danika’s cancellation. Even when pressed to recover the seat selection, Percy demonstrated reluctance and when he finally attempted to assist, he quoted additional costs in British Pounds instead of USD, further complicating the already stressful situation.
Exasperated by the series of errors and lack of helpfulness, the customer escalated the issue to a supervisor named Jose. Regrettably, Jose proved to be equally unhelpful and even argumentative. Instead of seeking a resolution or demonstrating any ownership of the problem, Jose resorted to citing company policy as an obstacle. Adding insult to injury, Jose disregarded standard customer service protocols by placing the customer on hold for an extended period – nearly half an hour – without any status updates, a clear violation of the supposed 5-7 minute check-in policy. The call then abruptly disconnected. Upon a subsequent callback and reconnection with Jose, he remained combative and unsympathetic, ultimately submitting a service request without the customer’s consent, presuming it would satisfy their needs.
Due to this egregious lack of customer service and resolution, the customer rightfully requested and received a full refund. This Ovago travel agent review serves as a stark warning to potential customers: booking through Ovago can lead to significant frustration and a complete lack of support when issues arise. Based on this experience, it is strongly advised to consider alternative travel agents to avoid similar distressing situations.
Date of experience: February 11, 2025
