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I cancelled the flight that I was booking for since my Mom got sick. I purchased ITN Insurance for it.

I called customer service every other day since May 23, 2022.

I was told a supervisor will call me back on May 26, nothing. I followed up on May 28, same thing, I was told they will mark it as urgent since we're trying to book for June 7/8, and they'll call me back the next day. No response. May 30, I called again and I was told Ayaka is the agent that I should get in touch with and she should be back to work in 3-4 hours after I called.

May 31, I emailed Ayaka to follow up. I did not get any call back. June 1, I called again and they said they are just waiting for the response from the airline, they'll update me as soon as they get a response. Okay.

June 3, I called and I was told again, a supervisor will call me. I waited. June 5, I called again, the agent said I should get in contact with Ayaka. I kept asking for the direct line and they said they are not allowed to give it to me, only Ayaka could.

Angry She could give me her schedule though, 5pm-12mn based on our time here and she's off SUNDAY and MONDAY. June 5 was Sunday and she's off the next day! We were booking for June 7, TUESDAY. Angry Who wouldn't get mad?

Ofcourse, the agent told me to expect a call from their supervisor. Guess what? None.

June 6 I called again. This time, I'm furious, my boyfriend did the talking, I don't know what to say anymore and I'm super stressed out.

8 agents hanged up on us. We did not stop until we get Ayaka on the phone. Finally after waiting for almost 2 hours, we got her. We changed the dates to June 10 cause there's no way we could arrange everything same day.

Duh! She said she'll book it right away. Sure, 'cause finally. And then she had the audacity to hang up on us!

(We waited few minutes 'cause it might just be the connection but no return call) Isn't that a very disrespectful thing to do?

We called again, the agent said she's gonna get the supervisor to call us, and we said no. We want Ayaka to talk to us. Ready for more lies? She said Ayaka is not at work today.

Wow. We were just talking to her 10 mins ago! Were we talking to a ghost the whole time?! She "checked" and she said Ayaka will call us back she's just in another call.

We said no, we will wait. She said it's gonna take 5 mins then put us on hold. And then she said she's not sure how long it will take, maybe 2 hours . Pathetic.

So we said we are waiting for another's 30 mins and if Ayaka won't talk to us, we will file a dispute with the credit card. And that's what we did.

FEW THINGS WE LEARNED:

- Agents cover for each other.

- They don't make notes on your file, they always ask the same thing over and over again.

They don't keep track how many times you called or followed up.

- "Supervisor" does not exist!!!

- You cannot trust them.

PLEASE DON'T WASTE YOUR TIME BOOKING WITH ASAP TICKETS LIKE WE WASTED OURS. IT IS NOT WORTH THE COUPLE HUNDRED DOLLARS YOU WILL "SAVE".

Monetary Loss: $2000.

Asap Tickets Cons: Inconsistent, Disrespectful, No help.

Location: Steinbach, Manitoba

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