Zarif Mahmud

I purchased two tickets from Toronto for my uncle and aunt: Toronto to London with Air Transat, and London to Saudi Arabia with Wizz Air. Due to an issue, I had to contact the airlines directly instead of this travel agency. After waiting in a very long queue with the airlines, they asked me for the email address and phone number used to purchase the tickets. I did not have this information because BudgetAir used their own email address and phone number to book the tickets for me.

On December 17, after another long wait, I was finally able to connect with BudgetAir and was given an email address to use. I called the airline again and waited in another long queue, but when I provided that email address, the airline could not match it with the booking. The email address I was given turned out to be incorrect. At that point I was extremely tired and exhausted and could not contact BudgetAir again that day.

On December 18, I contacted BudgetAir again and waited in a long queue. I requested to speak with a supervisor and was told I would receive a call back. I was specifically told the call would come at 8:00 p.m. I rearranged my schedule and left all my work just to receive the call, but nobody called me.

On January 5, I tried contacting BudgetAir again. I was number 78 in the queue just to start the chat, which clearly shows how understaffed their customer support is. I don’t know if this is intentional to save money, but it causes serious inconvenience to customers. After a long wait, I finally reached a live agent named Anisha. She had no explanation for why the promised call never happened and no explanation for why I was given the wrong email address earlier. Once again, I was told I would receive a call back, but the agent could not tell me when the call would happen or who would be calling.

While waiting for the chat, the system repeatedly logged me out. Even after the chat started, it kept logging me out again and again. This was extremely frustrating and very poorly managed. On top of everything, there is no phone number available to directly call customer service, which makes the situation even worse.

Finally, someone did call me this morning and the issue was resolved. However, the overall experience was highly disappointing, stressful, and time-consuming, mainly due to long queues, incorrect information, missed call-backs, and very poor customer support availability.

My reply to their response:
You guys sent me no email till now.