My recommendation is to avoid this business and book your travels elsewhere through another company. If you happen to have the misfortune of working with booking agent 'Nilden,' be prepared for sub-par customer service. She uses a V.O.IP line to communicate with you from across the globe in the middle east - I believe from Turkey. She is unresponsive and apathetic towards emails, and ceases absolutely all communication once she has received payment for the tickets. I reached out to her prior to my trip overseas (after I submitted payment) because I anticipated a problem with one of my connecting tickets. She did not respond to my email. As a result, my anticipation proved true, and I actually did have a problem on one of my connecting flights! I was left in an international airport without a confirmed connecting flight and spent 3 hours in frustration fighting to get on the plane that I had already reserved 3 weeks prior. No customer should ever have to go through that agony - especially after flying for 10+ hours prior to that point in the trip and after spending almost $2000 for tickets.
I reached out to the business manager 'Harvey' after my trip for post-trip reimbursement - basically to compensate me for the connecting flight that had the issue. I had to pay extra money out of pocket to actually get on the plane, and spent hours arguing with airport customer service about my ticket. They told me that my ticket wasn't reserved, and they placed me on standby for the flight - even though I had booked this ticket three weeks before my travel date! This issue could have been avoided if booking agent Nilden would have been responsive to my request for assistance.
To summarize, although Harvey is very professional and nice - he politely ignored my compensation request. They simply blew it off like it wasn't a big deal to them. To me though, it was a big deal - because I spent a number of hours worrying about getting to my final destination as I had already planned out months before.
This isn't the first time this company has failed me and my family. An almost identical occurrence happened years ago, yet again with booking agent Nilden.
I vow never again to use this company for my booking needs. I highly suggest you look elsewhere for assistance for your travels. The last thing you want as a customer is to be ignored, especially if you are spending thousands of dollars on the flight and the vacation you have been waiting for all year long.
Up and away makes it clear that they only care about your money - and once they get it, all customer service and assistance stops!
All USA
My recommendation is to avoid this business and book your travels elsewhere through another company. If you happen to have the misfortune of working with booking agent 'Nilden,' be prepared for sub-par customer service. She uses a V.O.IP line to communicate with you from across the globe in the middle east - I believe from Turkey. She is unresponsive and apathetic towards emails, and ceases absolutely all communication once she has received payment for the tickets. I reached out to her prior to my trip overseas (after I submitted payment) because I anticipated a problem with one of my connecting tickets. She did not respond to my email. As a result, my anticipation proved true, and I actually did have a problem on one of my connecting flights! I was left in an international airport without a confirmed connecting flight and spent 3 hours in frustration fighting to get on the plane that I had already reserved 3 weeks prior. No customer should ever have to go through that agony - especially after flying for 10+ hours prior to that point in the trip and after spending almost $2000 for tickets. I reached out to the business manager 'Harvey' after my trip for post-trip reimbursement - basically to compensate me for the connecting flight that had the issue. I had to pay extra money out of pocket to actually get on the plane, and spent hours arguing with airport customer service about my ticket. They told me that my ticket wasn't reserved, and they placed me on standby for the flight - even though I had booked this ticket three weeks before my travel date! This issue could have been avoided if booking agent Nilden would have been responsive to my request for assistance. To summarize, although Harvey is very professional and nice - he politely ignored my compensation request. They simply blew it off like it wasn't a big deal to them. To me though, it was a big deal - because I spent a number of hours worrying about getting to my final destination as I had already planned out months before. This isn't the first time this company has failed me and my family. An almost identical occurrence happened years ago, yet again with booking agent Nilden. I vow never again to use this company for my booking needs. I highly suggest you look elsewhere for assistance for your travels. The last thing you want as a customer is to be ignored, especially if you are spending thousands of dollars on the flight and the vacation you have been waiting for all year long. Up and away makes it clear that they only care about your money - and once they get it, all customer service and assistance stops!