I called in to upgrade my trip. There was an error with processing. So, I called back and was told that my trip had been cancelled due to a error in processing. They did not call me! I called them. Had I not, I would have been at the airport with a cancelled trip. I had to pay for the upgrade again and received boarding passes that had not been upgraded. I called back in and was told that I would receive an email, which I have not and the refund would take a billing cycle. I am extremely surprised in the lack of empathy that each representative had, the inability to take ownership for their mistake and the lack of communication. I have never experienced anything like this. And, yes... It was every person I spoke with. If I have a choice, I would not recommend this company for anything. Especially if you are looking to enjoy a vacation.
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