(Philipsburg, Quebec, Canada)
I ordered and paid for a package deal to Cuba.
Eight hours later, I was put in the impossibility to go for professional reasons. I called to try to change my flight for the next day. They said: “Too bad, the flight company refuses to change your flight”.
I called the flight company and they accepted to change my flight at the condition that my agent from Exit Now would call them. All the agents where busy when I called at Exit now and I had to leave a message at on the anwering machine. It took me 1 day before my agent from Exit now called me back. I asked the agent how she could help me. She said that their policy was not to help in those cases.
I said: “This is not what you told me yesterday. You told me that the flight company would not accept to change the flight”. She answered: “Anyway yesterday, you could have bought an insurance change your flight”. I asked: “When I called you to change my flight I could have bought an insurance?”. She said: “Yes”. I asked: “Then why did you not tell me then”. She answered: “We sell insurance to make money. I was not going to tell you the solution to your problem. It was your responsability to know that you just had to buy insurance at that moment”. I said: “This is incredible. Can I buy it now ?” She said: “No, it is too late now. You only had 24 hours to do it after you bought the ticket”.
This is horrible. There was a great satisfaction in her voice knowing that she could have helped me the day before and that she had a solution for me but that she kept it secret to make sure I loose my money. I told her: “This is bad faith!”. She answered: “This is the company’s policy. That’s how we make money”. That was on the 11th of march 2010 (Sorry for my bad english. This is not my language. Yves