One Travel

This is to Georgia Callarde as she seems to be the person who is "going to look into concerns." I do not know if the purpose of her job is to appease a pissed off customer or what but my family has been fighting with this company for over a month for a refund. When we purchased tickets for a trip to the Big Island, the website stated there were not enough seats. Therefore, we did what any person would have done and booked seats on the next flight. We received one e-mail confirmation for the one flight for the family. Our credit card was charged twice.  

 

One travel, as I have read other complaints, likes to hang up on people when the agent feels like doing so. IT IS NEVER ACCEPTABLE TO HANG UP ON A CUSTOMER!!!! What kind of service is this? I also must say Georgia that if a customer gives a booking receipt number, shouldn't you be able to pull up their information and contact them? Instead you put out there you are going to help when really people do not have faith in this company.  

 

We have been repeatedly hung up on, treated rudely and it is a great disrespect to those in customer service what this company is doing. I have read some of Georgia's responses to other complaints and the theme is the same- the customer does not adequately relay the facts (probably forgot they were hung up on 7 times instead of 4, as an example), Georgia will attempt to address the "concerns" and she seems to be the only person in priority customer service. 

 

By all means Georgia, contact me and give me your spiel. Tell me how you will make this better before we are disconnected voluntarily. I am not angry with Georgia. We have not yet spoken for me to be that way but I am frustrated with this company, just like all the other people that have been lied to, hung up on, etc. If she can fix it, great! It doesn't mean that I will be a customer of One Travel ever again or recommend them.

1.One travel have hidden fees/booking fees that is not disclosed to the customer,operators claimed its part of the taxes.when we got the booking receipt a day after, thats when we found out that the taxes is not that much but the price agreed on the ticket went up.of course no refund despite discrepancies on the ticket price since they maneuver it that the total price agreed is the same.my opinion that is fraud! 

2.When you try to call them(just like previous complains)they will put you on hold and @ times hang up the phone.no intentions of helping you. 

3.Our ticket should include 2 free check-in baggage per ticket when we bought it.but when i called goMokulele ,they said no.so I called one travel again and this time the operator gave me a name and that she just spoke with goMokulele and everything is ok.Right after that I called airline again but they said they didn't speak with anybody from one travel that day.in short we had to pay for the baggage. 

4.Our flight coming back to Honolulu was changed 3 times,it was goMokulele who informed me of the changes.I asked them if the flight going to Hilo was ok and they said that there is no changes on that flight. 

5.@ the airport,goMokulele said we missed our flight because it was moved to an earlier flight and they advised One travel to notify us.one travel never did.Georgia Gallarde,do you know how that feels?Have you been in that situation with 2 young kids looking forward to their xmas vacation?One travel got us to another flight later that day but according to them they had to re book everything and we have to pay 4 tickets again but sent us an email confirming for the refund of 625.60 and that refund should be in before the billing cycle starts.we still don't have the refund.when i called yesterday,its the same old mess,put you on hold,you can hardly understand the operators and one said that they don't have any trace that the refund has been initiated.my booking receipt 9159213.maybe you can do the right thing!!!

My name is Georgia Gallarde and I work for OneTravel. The customer does not state exactly what occurred. I would like to see if I can offer assistance. If they would like to contact me at ggallarde@onetravel I will be happy to look into their concerns.