An awful experience. Bought tickets 2 weeks ago, no eticket issued, they issued itinerary and their booking confirmation and promised that the eticket would come in 24 to 48 hours, nothing came. Was told to be patient as it was 'slow.'Thought was very suspicious and kept asking for eticket. After 5 days they phoned to say my original flight was cancelled and I had to go on another one. I checked Air China's website and this wasn't true as flight was still available. Told Hyper Air it wasn't cancelled and they said it was now running and they'd put me back on original flight.They did exactly the same on day 6. I insisted on an eticket and they emailed me confirmation that I'd get one 'tomorrow.' It never arrived. Emailed agent to ask why they would tell me 2 flights were cancelled that weren't, ni response. Phoned China Airlines to check what was happening after 11 days who said they were going to cancel ticket after 3 days as not issued (paid for. )Phoned Hyper Air very upset and stressed, who gave excuse after excuse blaming the airline, even though they don't issue the ticket, the travel agent does when booked and ticket is actually paid for through them. Hyper Air insisted it had been paid for. Their manner was rude and dismissive, challenging me to keep being patient, hanging up on me. Eventually agent said he'd tell me the truth if I stopped phoning him and it was that they needed to sell 40 more tickets before my ticket could be issued.
Hyper Air 'offered' to issue etickets that same day for my original flight for an extra £1200 or an additional £500 for a different airline (which they said I could pay the next week) or a refund. I was outraged to be asked for more money but I had to take the refund as the uncertainty was too much. Prices of original flights have gone up lots and I can't get as short a flight .Even when asking for a refund and when it would happen was told that the refund would be issued when it suited them and not me.I am in the process of making a complaint to Atol and have recorded Hyper Air agents confirming that original flights were cancelled by the airline when they weren't and offering etickets the same day as the originals I paid for, for £1200. Very, very rude staff telling me to stop bothering them and bullishly offering refunds when questioned about why Air China would say tickets haven't been issued, why they don't phone back or why I should pay more than original purchase. This has been a complete and utter nightmare. Just awful.
As they had an Atol certificate I just trusted that what I paid for would be delivered, unless there was a genuine reason for a flight change. I have recorded some conversations read more
