Reviews

Review Details

• Review fromTodd M

  Date: 07/15/2024

  1 star
  Theyre reap off. They wont issue you ticket if you dont pay them full. Then they wont give your money back.

  Pay Later Travel

  Date: 07/17/2024

  Dear ****,

  Thank you for bringing your concerns to our attention regarding your recent experience with our layby service. We understand your frustration and would like to clarify our policies regarding ticket issuance, cancellations, and refunds.

  
  As stipulated in our terms and conditions, which you agreed to when booking your reservation, particularly under article 4.13, once the full and final balance is paid, we promptly send your e-ticket to the email address provided during booking.

  
  Given that our layby service involves securing and paying for the ticket with the airline upon receipt of your deposit, any cancellation request is subject to the policies set forth by the airline. If the amount paid exceeds the airline's cancellation fee, we can process a refund. However, if the amount paid is less than the airline's cancellation fee, you would need to cover the shortfall to comply with the airline's policy.

  
  Please note that if the ticket purchased is non-refundable according to the airline's terms, we regret that we are unable to provide a refund. Since we have already paid for the ticket in full with the airline on your behalf, full payment of the reservation is necessary for us to recover our costs incurred with the airline.

  
  We appreciate your understanding and cooperation in this matter.

   

  Best regards,

  *****

  Customer Service Manager

• Review fromSevim M

  Date: 06/30/2024

  1 star
  I think I do have the worst experience with pay later travel. Ive booked 3 tickets for myself and my 2 kids from ***-****** with pay later travel. Ive finished my payments 4 weeks before from my travel date. When I go for check-in I was told that I have only 1 ticket issues which was mine. My kids didnt have tickets even though their tickets were paid. I was told by *************** check-in person to call agency because they cant do anything. So, I called customer service for **********************. After 2 hrs on the phone I was told that they need to reissue my tickets after 3 days because there was a glitch by the time booking my original tickets. I went back home and waited 3 days and finally I went to check in again. And guess what. They told me I have to pay all my luggages because it wasnt included my ticket. Luckily this time *************** solved the problem and didnt pay for luggages. But at the 1 st time *************** customer service manager didnt even helped with anything and he was extremely rude to me. This was my worst experience ever and never ever but my tickets through any agency and wont fly with ***************. Worst companies ever.

  Pay Later Travel

  Date: 07/30/2024

  Thank you for sharing your feedback regarding your recent experience with PayLater Travel. We are genuinely sorry to hear about the difficulties you faced, and we understand how stressful it must have been to encounter such issues while traveling with your children.

  
  We would like to address the specific concerns youve raised:

  
  1. Ticketing Glitch: We acknowledge that there was an error in our booking system that led to your childrens tickets not being properly issued. Unfortunately, glitches in the booking system can occasionally occur, which might lead to unexpected errors in ticketing, and we deeply regret the inconvenience it caused. We understand the frustration of having to deal with this issue at the airport, especially under the circumstances of traveling with family.

  
  2. Resolution Process: After discovering the issue, we instructed our customer service team to reissue the tickets. We realize that the delay in resolving this issue was frustrating, and we sincerely apologize for the extended wait time. Our team strives to provide timely resolutions, but in this case, the glitch required additional time to correct.

  
  3. Luggage Charges: We are relieved to hear that *************** eventually resolved the luggage issue for you. We understand that being asked to pay for luggage that should have been included added to your stress. We are working closely with our airline partners to improve how such issues are handled and to ensure better coordination in the future.

  
  4. **************** Experience: We regret that your experience with *************** customer service was less than satisfactory. While we cannot control the service quality provided by our airline partners, we take your feedback seriously and will continue to advocate for improved service on your behalf. We are also reviewing our own customer service processes to enhance our support and ensure we are doing everything possible to assist our customers effectively.

  
  In recognition of the inconvenience caused by this situation, we provided compensation as a gesture of goodwill. We hope this helped alleviate some of the difficulties you experienced.

  
  We value your feedback as it is essential for us to improve our services. If you have any further concerns or need additional assistance, please do not hesitate to contact us directly. We are committed to providing better experiences and hope to have the opportunity to restore your confidence in our services.

  
  Once again, we apologize for the inconvenience and appreciate your understanding.
  

• Review fromElena Q

  Date: 02/28/2024

  1 star
  They steal your money with insane fees and changes despite a personal family emergency. Do not book. The customer service is terrible. I am unable to do anything with my flights and now I may not even be able to go on the trip that I paid over ***** dollars for.

  Pay Later Travel

  Date: 07/30/2024

  Thank you for bringing your concerns to our attention. We genuinely regret the difficulties you've faced and understand how frustrating it can be when travel plans are disrupted, particularly during a family emergency.
  We would like to address the issues you've raised:

  
  Ticket Usage and E-Credits: According to our records and the information provided by ***** Airlines, it appears that the tickets were used as per the itinerary. For the passenger who had to cancel, ***** issued a ***** E-credit, which is their standard procedure for non-refundable tickets. This E-credit can be used towards future flights with *****. For detailed assistance on utilizing this credit, we recommend reaching out directly to ***** Airlines.

  
  Fees and Changes: We understand that fees and changes can be particularly challenging in emergency situations. ***** Airlines has specific policies regarding fees and changes which are outlined in the ticket terms and conditions. Unfortunately, as an intermediary, PayLater Travel must adhere to these airline policies and cannot override or modify them. We encourage you to contact *****s customer service for possible options or flexibility under their policy.

  
  Customer Service Experience: We regret that your experience with customer service did not meet your expectations. At PayLater Travel, we strive to provide the best support possible within the constraints of airline policies. While we are committed to assisting our customers, we are bound by the policies and procedures set by the airlines we work with, which limits our ability to make exceptions or override these policies. We understand this can be frustrating and apologize for any inconvenience this may have caused.

  
  If you have any specific issues related to your booking with PayLater Travel or need further assistance, please do not hesitate to contact us. We are here to support you to the best of our ability within the framework of airline policies.

  
  Thank you for your understanding, and we hope to assist you further.