LastMinute.com review: Customer service

I have just bought 2 tickets to Rwanda they are invoiced separately so I went through the process twice.

The second booking I created the invoice and went back to the first booking to create its invoice as well. How ever the entry point for the creation wasn't coming up.

I called through to customer service regarding that as the chat function was pushing it and chat didn't look like it was available so I called through.

And spoke to ernisa. Once I explained the issue I was told that's not how we create invoices you have to wait for the receipt of purchase.

When I went through the fact that I had created one I was told she was confused and that is not how it is done.

As soon I started to ask questions regarding why I could create one but I only needed help with the second. She started to speak extrema fast and then stated im speaking over her. But she also stated I wont hang up which suggests you have a significate issue regarding advisors hanging up.

So I built 23 call centres in several countries over my career and manage in excess of 3000 staff. So this is feedback from someone that has expectation's of good customer service.

If they don't know the answer ask rather than say you are confused

Also i'm not sure regarding managers calling back regarding service but this advisor stated categorically that she wouldn't transfer me to any one that could help I would have to call back. The issue with that is simple how do I get through to someone that can help with random selection.

Saying i'm confused when you don't know the answer to a question and then lying to the customer does provide any confidence. Refusing to collect help and rather speak as quickly as possible stating 'your talking over me' to try and stop the conversation also isn't a call handling process ive ever used and would make sure its never used again.

This is no way to create a good customer journey and one of the reasons foreign call centres need much great regulation. Lack of accountability through poor call management systems. Now I stated I wanted the call recorded at inception on the phone so I do expect this to be looked at