Traveling overseas - Overbooked flights and irresponsible travel agents
By lazeebee
@lazeebee (5461)
Malaysia
September 1, 2009 9:54pm CST
What happens when you turn up at the check-in counter and were told that there were no more seats? You have a confirmed ticket with a seat number! The flight is overbooked, and you have to wait, or worse, postpone your flight and schedule till the next day.
Anyway the check-in staff helped us with a suitable solution, and at the same time, advised on how to avoid such problems in future.
However when we called the travel agent about this problem, the staff was too busy giving us her standard script of 'not their fault, they can't do anything, not their problems'.
This simply p*ssed me off! I'm trying to pass on a piece of advice, so that other passengers would know the procedure of securing a seat and won't get caught in such a situation. And this idiotic, moronic woman was more interested in getting her excuses out or hearing her voice! She asked us to write in - knowing well that my complaint would most probably land in someone's locker!
So if you are booking through an agent, make doubly sure that they are doing their work!
3 people like this
7 responses
@maximax8 (31046)
• United Kingdom
4 Sep 09
I am so sorry to hear about your experience of getting overbooked and not being able to fly on the flight you had booked. I wonder if it was the fault of the travel agent or the airline. That sort of thing hasn't happened to me so far on my travels. A few times I have missed out on getting the window seat that I require. In my home country travel agents can a registered with a travel agents office and an airline company. In addition I always get travel insurance and these days one that would cover an airline going out of business. Last year and earlier this year some airlines went out of business. Some tourists overseas were covered by the airline company and they arranged to bring all the stranded tourists home. Quite a number of travelers were left stranded and it must have been challenging to get a flight home from some of the destinations they were stuck in.
1 person likes this
@lazeebee (5461)
• Malaysia
5 Sep 09
Hi Maximax, it was my god-daughter who was flying off to Belgium. Anyway the airline staff got her a seat on another airlines - with 3 stopovers! It's at least better than waiting for 24 hours. So far it hasn't happen to me as yet.
It's definitely the airlines problem - they encourage overbooking so as to have maximum no. of passengers in their flights. And for those with no seats (like in our case), they can either offer compensation or hunt around for a seat or two on other airlines. At our expense too - with the delay and stress!
I'm not not that mad with the airlines staff - at least they tried! I'm really p**ssed offed with that moronic woman from the travel agency! I'm looking up the possible channels that I can escalate the issue (terrible of me, isn't it?)!
Anyway, thanks for responding and have a great weekend! 
@zandi458 (28102)
• Malaysia
2 Sep 09
This normally happen in peak seasons on certain months of the year where people normally take their holidays. I am yet to encounter such unprofessional behaviors of agency staff in dealing with angry customers. I don't understand why your confirmed ticket has been void. In such situation you can claim for lodging and meals from the agency for no fault of yours. Certainly this sort of happenings, confirmed tickets and not getting into the flight is very frustrating when we are stranded in the airport. The agency can work out on the compensation for the postpone flight. But time is always against seasoned travelers as some are on tight schedules.
@lazeebee (5461)
• Malaysia
5 Sep 09
Hi Zandi, I'm not that mad with the airlines people - they at least tried to look for alternatives. But I'm mad, really frustrated with the travel agency. I'm not even blaming them; just trying to pass on some useful info. And that idiot kept on talking and talking ! I'm sure I would never use that agency, and would definitely tell everyone about their unprofessional and lousy service!
Thanks for responding and have a great weekend!
@KrauseHome (36447)
• United States
27 Oct 09
Wow!! Sorry to hear that you had such a situation like this have to happen. I have never dealt with Travel agents actually, and do all of my flights, hotels and such via the Internet. Because then if there is a mix up you can report it easier via online, and have someone usually do something about it. But Thanks for sharing your lousy customer service experience with us as well.
@aseretdd (13730)
• Philippines
2 Sep 09
Travel agencies are very expensive... and when they make a mistake... they tend to put the blame on someone else... so i prefer to book my own flights online... or by calling the airline company... that certainly works a lot more smoothly... and when something goes wrong... for sure the airline company will do everything in their power to compensate for the mistake...
1 person likes this
@lazeebee (5461)
• Malaysia
4 Sep 09
Yup, we usually do our own bookings for our vacations. However in this case, it was for my god-daughter who's traveling overseas to further her studies. I was eventually pacified by the airlines ground staff, who tried to find a later flight. However I was very angry with that idiotic woman from the travel agent! I would definitely tell everyone I know to avoid their services!
Anyway, thanks for responding & have a great day!
@wangjihong350 (887)
• China
2 Sep 09
I do not have such a thing.Do you have your own seat ticket....Why is there no more seats?Overbooking?If more than reservations,it does not have a seat.Do you have this happen.It is a shame.You have your right.You should lodge a complaint.After the Order your needs.I like to order online.Good.
1 person likes this
@lazeebee (5461)
• Malaysia
5 Sep 09
Hi, I understand that it's their policy to allow overbooking. That way, the airlines makes sure that they are flying with the maximum number of passengers. So when more passengers turn up, like in our case, there are 5 passengers with no seats, though the tickets are confirmed. So they try to compensate by offering hotel stays, flight vouchers and seats on other airlines.
Anyway, thanks for responding and have a good weekend!
@kykidd (6812)
• United States
11 Sep 09
One tip that I can add to your discussion here, is to always choose your seat. Sometimes you can't do it from the web site, or travel agent that you purchase your ticket. You may need to go online to the web site for the actual airlines.
I know in your scenario, you had already confirmed and had a seat number. But I just wanted to point out how important it is that you do that. Sometimes you can't confirm until 24 hours before the flight, but even if you have to pay a little to use an internet cafe, it is well worth it. I learned this the hard way.
