StudentUniverse review: Flight Bergen to Boston

I am writing to express my deep dissatisfaction with the service provided by Student Universe, as I believe it falls significantly short of the expected standards.

Firstly, I want to highlight our initial positive impression of your site, particularly regarding the favorable student pricing. Unfortunately, this positive perception was severely tarnished when a problem arose. It became apparent that your company's commitment to customer satisfaction diminishes considerably when faced with an issue.

The specific incident in question occurred at the airport, resulting in a missed flight. While the airline, KLM, promptly and efficiently resolved the matter over the phone, providing a no-cost rebooking option, the third-party agency involved failed to take the necessary steps within a reasonable timeframe. Divanni, an 18-year-old passenger, was consequently stranded at the airport for an extended period of 11 hours, awaiting a promised email that never arrived.

Throughout this ordeal, there was a glaring lack of communication from your company. Despite multiple attempts – at least five phone calls – to seek updates and resolution, we received neither emails nor return calls. This lack of responsiveness is particularly distressing considering the urgent nature of flight cancellations and changes, situations that reputable airlines typically address promptly.

To exacerbate matters, we discovered that the reservation was inexplicably deactivated and cannot be opened, immediately after our attempt to contact your customer service this evening. This unexpected development further adds to our frustration and raises questions about the reliability of your reservation system.

We find this level of customer service to be shockingly inadequate. Stranding a young adult passenger in precarious situations without effective communication or resolution attempts is unacceptable. Moreover, the apparent attempt to exploit the situation for additional fees is deeply concerning.

In light of these issues, we have initiated documentation to record the details of this unfortunate incident. Additionally, we are in communication with KLM to report our experience to consumer protection authorities, seeking appropriate intervention.

It is disheartening to conclude that we cannot trust your company to address issues promptly or effectively. The lack of support when anything goes wrong, even in situations easily repairable, is particularly troubling.

I urge you to thoroughly investigate this matter, rectify the issues at hand, and implement measures to prevent such occurrences in the future. I expect a prompt and satisfactory resolution to this complaint.