"I will never use this service again. I do not recommend this company at all.
I paid £239.91 to this company bravoflycom/lastminutecom/intana.
‘I WOULD NOT’ buy cancelation insurance with this company ever again. Do business with them at your own risk.
I booked a one way flight for my partner on Wednesday 21/12/16 (approx 19:15). The flight was a one way flight travelling within the uk and departed on Thursday 22/12/16 at 19:05. I booked a one way flight as my partner did not know what date he needed to return home. As my partner had been feeling slightly unwell at work on Wednesday I made sure to buy cancelation insurance when booking the flight with bravofly.com. A few hours after booking the flight my husband returned home from work and told me he was feeling unwell, and therefore, would be unable to take the flight arranged for 22/12/16. I informed him that I had taken out cancelation insurance with bravofly.com and that I would phone them up to reschedule the flight for a later date.
When I booked the flight, bravofly.com sent me a confirmation email stating that the flight itself was with flybe. I went to the flybe website to reschedule the flight. However, when I tried to reschedule the flight the website informed me that flybe do not deal with any bookings created by third party travel companies. I phoned the number on the confirmation email sent to me by bravofly.com. There was a lot of confusion regarding my booking. The male who answered my call was very blase about the whole ordeal and kept telling me to contact lastminute.com. After stating many times that bravofly.com arranged my flight I was then told I needed to phone the airline I was travelling with. I explained numerous times that I could not reschedule or change my booking online with flybe as it was made by bravofly.com. The person at bravofly.com gave me very ambiguous information regarding things and then told me I needed to get in contact with lastminute.com as they are the people who have arranged my flight. Again, I stated that I did not book with lastminute.com, I booked with bravofly.com. Once more the male did not appear to listen to a word I said.
I found the male to be extremely dismissive and rude. It was very clear from the outset that I would get nowhere with him. He kept repeating himself, refusing to answer any of my questions. Whenever I answered any of his questions I was made to repeat myself again and again. Although normally a calm person, my other half could hear my frustration and took the phone from me in order to speak to the male at BravoFly. The same script and robotic responses were repeated by the male to my partner. The male was constantly telling us we need to contact flybe as they are the airline that the flight had been booked with. My husband also grew weary of getting nowhere and asked to speak to the manager. We were put on hold for some time and eventually decided to give up and put down the phone when hearing the same male return on the phone line.
I looked at my confirmation email once more and then phoned another number that was provided. I was told that I first needed to cancel the flight before I can claim cancelation insurance. Again,I explained that I couldn’t do that as the flight was booked by a third party travel company. The man on the phoned said he would cancel the flight and gave me the number for the insurance cancelation claim team. When I put down the phone I then phoned the insurance cancelation claim team but they were closed. It was late and I had been on the phone for some time. I gave up for the night and went to bed as I needed to be up early for work. Both I and my partner felt disgusted by the attitude of the bravofly.com staff and the way in which they had spoken to us. On occasion the male that I was speaking to on the phone would raise his voice which I found to be very aggressive. It seems I had paid for a service but was not entitled to use it.
After a few hours of restless sleep I awoke and was very stressed as I was still thinking about the previous night’s events. I know if I was to show the same level of customer care that I received to the customers in my place of work I would be made to find another job.
When I got to work I phoned the insurance cancelation claim team/Intana. Just like the staff I spoke to on the previous night, the lady from the cancelation claim team was very rude and would raise her voice. At first she claimed I would not be entitled to use the cancelation insurance which I paid for as I had not given 24hrs notice because the booking was made inside 24hrs of the flight departing. I pointed out that I should then not have been sold the cancelation insurance if when purchasing it, there was full knowledge by bravofly.com that I would not be able to use it. If I had not been able to have and use the cancelation insurance I would not have purchased the flights. When I pointed this out to the lady on the phone she then claimed that I would not be able to claim for cancelation insurance as it was a one way flight outside of the uk. I explained that it should be perfectly acceptable for someone to have insurance on a one way flight as work commitments don’t always allow to book an outbound and return flight at the same time. I also pointed out that a Glasgow to Belfast flight does not leave the uk airspace.
I spent approximately 45 minutes on the phone to Intana today. The phone calls alone from last night and today will probably cost me £80 or more. My work today was also very busy at the time I was speaking with the lady from the cancelation insurance which really elevated my stress levels even more. On the lastminute.com & bravofly.com website they promote their cancelation insurance by advertising the following strap line “book your trip worry-free”. My experience with these two companies has been anything but worry free. I have never before dealt with such an unprofessional and dishonest company. I have been pushed from pillar to post. From now on I will only use my money on well known and more reputable travel companies.
I contacted lastminute.com & my credit card company who both assured that bravofly.com were responsible for my cancelation insurance. Bravofly.com insist lastminute.com are responsible.
On arriving home tonight from work, I entered my original flybe reservation number into the flybe website. My flight had indeed been cancelled yet no one has got back to me regarding my cancelation insurance. I have been left with no flight & no money. The decision to use BravoFly/lastminutecom/intana has turned out to be one of the worst decisions I have ever made. If you enjoy being stressed, being spoken to like you are a piece of rubbish then BravoFly/lastminutecom/intana should be ideal for you."