Reviews

Thank you for your feedback. We understand how frustrating it can be when changes need to be made. However, our Terms and Conditions clearly outline that there is a $100 service fee for processing changes to bookings. Additionally, the $35 fee you mentioned is specifically for reissuing the ticket under the correct name.

We strive to maintain transparency in our pricing, and these fees help us ensure that we can continue providing quality service. If you have any further questions or concerns, were here to help.

Thank you for your feedback. Im sorry to hear about your experience. One of our senior managers has reached out to you and offered compensation to address your concerns.

We strive to be transparent about our policies. Our charge for changes is $100, and the $35 fee is specifically for reissuing the ticket under the correct name. We appreciate your understanding, and if theres anything more we can do to assist you, please let us know.

Thank you for your patience.

Thank you for sharing your concerns. We want to clarify that our terms and conditions explicitly state that while we strive to provide accurate and up-to-date information, we cannot and do not warrant that all information published on PayLater Travel website will be free of system glitches due to the dynamic nature of fares.

In your case, we promptly notified you of a pricing error within hours of your booking, which aligns with our commitment to transparency and customer service. 

We understand that a price adjustment can be frustrating, so we offered you an alternative flight option at the same price you originally booked, or an immediate refund to facilitate your rebooking online. This way, you are not left at a disadvantage in any way. If we were truly scammers, we would not have offered you a refund, as you have received.

If you have further concerns, we encourage you to reach out directly for assistance. Thank you for your feedback.

Dear ****,

Thank you for bringing your concerns to our attention regarding your recent experience with our layby service. We understand your frustration and would like to clarify our policies regarding ticket issuance, cancellations, and refunds.

As stipulated in our terms and conditions, which you agreed to when booking your reservation, particularly under article 4.13, once the full and final balance is paid, we promptly send your e-ticket to the email address provided during booking.

Given that our layby service involves securing and paying for the ticket with the airline upon receipt of your deposit, any cancellation request is subject to the policies set forth by the airline. If the amount paid exceeds the airline's cancellation fee, we can process a refund. However, if the amount paid is less than the airline's cancellation fee, you would need to cover the shortfall to comply with the airline's policy.

Please note that if the ticket purchased is non-refundable according to the airline's terms, we regret that we are unable to provide a refund. Since we have already paid for the ticket in full with the airline on your behalf, full payment of the reservation is necessary for us to recover our costs incurred with the airline.

We appreciate your understanding and cooperation in this matter.

Best regards,

*****

Customer Service Manager

Thank you for sharing your feedback regarding your recent experience with PayLater Travel. We are genuinely sorry to hear about the difficulties you faced, and we understand how stressful it must have been to encounter such issues while traveling with your children.

We would like to address the specific concerns youve raised:

1. Ticketing Glitch: We acknowledge that there was an error in our booking system that led to your childrens tickets not being properly issued. Unfortunately, glitches in the booking system can occasionally occur, which might lead to unexpected errors in ticketing, and we deeply regret the inconvenience it caused. We understand the frustration of having to deal with this issue at the airport, especially under the circumstances of traveling with family.

2. Resolution Process: After discovering the issue, we instructed our customer service team to reissue the tickets. We realize that the delay in resolving this issue was frustrating, and we sincerely apologize for the extended wait time. Our team strives to provide timely resolutions, but in this case, the glitch required additional time to correct.

3. Luggage Charges: We are relieved to hear that *************** eventually resolved the luggage issue for you. We understand that being asked to pay for luggage that should have been included added to your stress. We are working closely with our airline partners to improve how such issues are handled and to ensure better coordination in the future.

4. **************** Experience: We regret that your experience with *************** customer service was less than satisfactory. While we cannot control the service quality provided by our airline partners, we take your feedback seriously and will continue to advocate for improved service on your behalf. We are also reviewing our own customer service processes to enhance our support and ensure we are doing everything possible to assist our customers effectively.

In recognition of the inconvenience caused by this situation, we provided compensation as a gesture of goodwill. We hope this helped alleviate some of the difficulties you experienced.

We value your feedback as it is essential for us to improve our services. If you have any further concerns or need additional assistance, please do not hesitate to contact us directly. We are committed to providing better experiences and hope to have the opportunity to restore your confidence in our services.

Once again, we apologize for the inconvenience and appreciate your understanding.