Difficulities with Globespan
Thread Starter
Difficulities with Globespan
Not sure where to post this, but I will try here for starters.
An elderly family member, living in Scotland, was booked on a flight from EDI to ACE Sunday 14th.
Yesterday (Sunday 7th) she was told by her GP that her heavy cold and chest infection could prevent her from flying.
This information was relayed to us here in ACE, at which time we tried to change her booking by one week.
The Globespan number on the ticket was an "office hours only" number and the alternative number we were supplied was invalid from outside the UK.
I called the original number today (Monday 8th) and was given an alternative number only to be told that any changes had to be made 7 days before flying.
I explained that since the number on the eticket was office hours only and that the alternative number was unavailable from overseas, I had no way of contacting them on the weekend.
I was spun around a couple of totally illogical, un-smart and unhelpful youths, who were more offensive than anything, resulting in a blanket refusal to help.
I have trawled the net in order to locate a non-call centre number but have failed miserably.
My main objective is to get a date change of one week on the ticket.
Where the hell do I go from here ??
Cheers
An elderly family member, living in Scotland, was booked on a flight from EDI to ACE Sunday 14th.
Yesterday (Sunday 7th) she was told by her GP that her heavy cold and chest infection could prevent her from flying.
This information was relayed to us here in ACE, at which time we tried to change her booking by one week.
The Globespan number on the ticket was an "office hours only" number and the alternative number we were supplied was invalid from outside the UK.
I called the original number today (Monday 8th) and was given an alternative number only to be told that any changes had to be made 7 days before flying.
I explained that since the number on the eticket was office hours only and that the alternative number was unavailable from overseas, I had no way of contacting them on the weekend.
I was spun around a couple of totally illogical, un-smart and unhelpful youths, who were more offensive than anything, resulting in a blanket refusal to help.
I have trawled the net in order to locate a non-call centre number but have failed miserably.
My main objective is to get a date change of one week on the ticket.
Where the hell do I go from here ??
Cheers
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Visit SAYNOTO0870.COM - Non-Geographical Alternative Telephone Numbers It's a site setup whereby you can find the geographical number behind premium rate phone numbers. Aswell as saving you money when you ring them, as it's geographical you should be able to do it when abroad. Also it lists loads of numbers that you may wish to try-hope you find it of use 
Thread Starter
Thanks for that Cornish.
Sadly all numbers lead back to the same call centre, whose manager is being totally intransigent.
It is my fault apparently that I could not reach the number issued on the answer machine yesterday, despite the fact that is a number unavailabe outside of the UK.
Now that they are open for business again and available, I am too late to make any changes, hence the old dear looses her Christmas trip.
Not really what expected in the circumstances.
Sadly all numbers lead back to the same call centre, whose manager is being totally intransigent.
It is my fault apparently that I could not reach the number issued on the answer machine yesterday, despite the fact that is a number unavailabe outside of the UK.
Now that they are open for business again and available, I am too late to make any changes, hence the old dear looses her Christmas trip.
Not really what expected in the circumstances.
Thread Starter
No No, I am sure I can make use of the link in future. Thanks !
A letter of complaint was the suggestion, but it ain't going to get the old dear here for Christmas.
Re-booking is (was) an option, however we booked it ages ago and the price has increased by 200%
I am pretty sure that when looked at by a "non-call centre" person, a different decision would be made.
Thought about cancelling the credit card transaction out of spite, but am sure it would just create more difficulties.
A letter of complaint was the suggestion, but it ain't going to get the old dear here for Christmas.
Re-booking is (was) an option, however we booked it ages ago and the price has increased by 200%
I am pretty sure that when looked at by a "non-call centre" person, a different decision would be made.
Thought about cancelling the credit card transaction out of spite, but am sure it would just create more difficulties.
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No No, I am sure I can make use of the link in future
Vote with your feet, and use the number to tell them why they've lost your business.
Thread Starter
No Capot, you misunderstand me.
What I meant was that I would use the site for alternatives to premium prefix numbers, certainly not for Globespan.
I now have the address of their call centre in Edinburgh, whose manager XXXX was surprisingly unhelpful and unable to discuss anything in a rational way. Company rote was the order of the day.
I also have the address of their head office which is ringfenced as far as communication is concerned.
I have trawled the net, only to find that sensible and rational communication is a fairly well known raritiy when dealing with globespan.
If there are any sympathetic globespan people out there who might care to PM me, I would be grateful.
Cheers
El Grifo.
Mod edit - you have my sympathy, but real name use inappropriate here
What I meant was that I would use the site for alternatives to premium prefix numbers, certainly not for Globespan.
I now have the address of their call centre in Edinburgh, whose manager XXXX was surprisingly unhelpful and unable to discuss anything in a rational way. Company rote was the order of the day.
I also have the address of their head office which is ringfenced as far as communication is concerned.
I have trawled the net, only to find that sensible and rational communication is a fairly well known raritiy when dealing with globespan.
If there are any sympathetic globespan people out there who might care to PM me, I would be grateful.
Cheers
El Grifo.
Mod edit - you have my sympathy, but real name use inappropriate here
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How can you 'cancel a credit card transaction'?
All airlines terms and conditions are clearly listed. Are you grumbling they are holding you to them? If there's an 'all sales are final' clause, or clear booking change conditions and they hold you to them, what is the issue? You benefit from lower fares, they benefit from confirmed sales. That's how the system works- there is not a lot of leeway. I've booked loco and missed flights- once when I got locked out of my car. You forfeit the fare. And even with BA, you forfeit the fare!
All airlines terms and conditions are clearly listed. Are you grumbling they are holding you to them? If there's an 'all sales are final' clause, or clear booking change conditions and they hold you to them, what is the issue? You benefit from lower fares, they benefit from confirmed sales. That's how the system works- there is not a lot of leeway. I've booked loco and missed flights- once when I got locked out of my car. You forfeit the fare. And even with BA, you forfeit the fare!
Thread Starter
Thanks Mod. I knew that, but I am pissed-off. I took liberties.
Rainboe.
The cancelling the transation is simply an administrative thing that causes the company a miniscule amount of grief, grief however.
Hence the reason why I discarded the plan.
The whole deal almost became academic earlier today, when the hospital called and advised that the condition of the 83 year old patient had deteriorated. They know us well, we originate from a small Scottish community.
They suggested that perhaps we start looking for flights back to Scotland.
Absurdly, the best option came up - - - - yes, you guessed, Globespan !!!
Incredibly, several hours later they called again to say that the patient had dined on scrambled eggs and ice cream and was asking for a copy of Womans Own, didn't know whether to laugh or cry. The power of a double IVF dose of anti-biotics !!!
Probably a good human interest story for the media.
Due to all of the drama, I intend to drag globespan through as much **** as I possibly can.
What a bunch of disfunctional bstards.
Which muckraking rag should I start with
Rainboe.
The cancelling the transation is simply an administrative thing that causes the company a miniscule amount of grief, grief however.
Hence the reason why I discarded the plan.
The whole deal almost became academic earlier today, when the hospital called and advised that the condition of the 83 year old patient had deteriorated. They know us well, we originate from a small Scottish community.
They suggested that perhaps we start looking for flights back to Scotland.
Absurdly, the best option came up - - - - yes, you guessed, Globespan !!!
Incredibly, several hours later they called again to say that the patient had dined on scrambled eggs and ice cream and was asking for a copy of Womans Own, didn't know whether to laugh or cry. The power of a double IVF dose of anti-biotics !!!
Probably a good human interest story for the media.
Due to all of the drama, I intend to drag globespan through as much **** as I possibly can.
What a bunch of disfunctional bstards.
Which muckraking rag should I start with
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Alas Rainboe is correct but since your treatment sounds as if they were typically rude, ill mannered and unhelpful, then I suggest The Daily Record. They always like the human angle....
* we crossed posts and you beat me to it, let the rags know LOL
* we crossed posts and you beat me to it, let the rags know LOL
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This 83 year old woman was getting IVF? Way to go, this must be a world record if it is succesful
Globespan are a loco, you got no chance of changing ticket. Can you imagine if it was ryanair and you actually found a number to contact them with a request like this, they'd still be on the floor laughing.
The only option you got now is via your travel insurance, there usually is a clause for cancelation due to medical advice, you still might have to pay an excess though.
Why not go direct to the web-site and the "manage my booking" link, you will be able to change it there with the addition of some fees. Me and the missus were flying GSM to Loret de Mar last year, on the morning of the flight the boy suffered a febrile convulsion and ended up in the hospital, got released with some calpol. Missed the flight as a result, globespan were not interested in flying us out the next day unless we paid a full fare, we cancelled in the end.
Didn't bother us as we are regular loco travellers and we know the rules.
Think you are farting against thunder with this one I'm afraid, don't think the daily ranger will be interested, bad service on loco's is old hat now journalistically and most of us have come to live with the terms and conditions, ie if you pay peanuts you'll get treated like a monkey!!!
Globespan are a loco, you got no chance of changing ticket. Can you imagine if it was ryanair and you actually found a number to contact them with a request like this, they'd still be on the floor laughing.
The only option you got now is via your travel insurance, there usually is a clause for cancelation due to medical advice, you still might have to pay an excess though.
Why not go direct to the web-site and the "manage my booking" link, you will be able to change it there with the addition of some fees. Me and the missus were flying GSM to Loret de Mar last year, on the morning of the flight the boy suffered a febrile convulsion and ended up in the hospital, got released with some calpol. Missed the flight as a result, globespan were not interested in flying us out the next day unless we paid a full fare, we cancelled in the end.
Didn't bother us as we are regular loco travellers and we know the rules.
Think you are farting against thunder with this one I'm afraid, don't think the daily ranger will be interested, bad service on loco's is old hat now journalistically and most of us have come to live with the terms and conditions, ie if you pay peanuts you'll get treated like a monkey!!!
Thread Starter
Yeah fair comment smiffy
IVA acshully
Intravenous anti-biotics.
Mind you she is a game old bird. anything is possible with her
Still quite happy to smear some shyte on Globespan though.
Will try the "manage your booking" thing, but hold out no hope whatsoever.
Thanks all
El G.
IVA acshully
Intravenous anti-biotics.
Mind you she is a game old bird. anything is possible with her
Still quite happy to smear some shyte on Globespan though.
Will try the "manage your booking" thing, but hold out no hope whatsoever.
Thanks all
El G.
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Hello,
I understand where you are comming from with the problems you face but i also think you are being unfair to the airline.
You sound genuine to me but from the airlines point of view, they have heard this a hundred times and more. You would be suprised at how many people try it on. cry down the phone etc saying that their loved one is ill only to find that your colleague is speaking the other person on the booking who is supposedly ill and dying in hospital.I know it sounds sick and it is but this is probably the reason why Globespan is saying NO NO NO.
As an agent i deal with Globespan quite a few times and have no trouble with them in general but with any low cost carrier it is the same, no changes no refund or if you can change it then there is a huge fee to pay. Monarch/Easyjet/Ryanair/Globespan/Thomascook/Thomsonfly there are all the same so i think it is a case of bad luck whats happened and to seek advice from your insurance company if they will help.
Sorry to go on but the above is a very common situation.
Thanks
I understand where you are comming from with the problems you face but i also think you are being unfair to the airline.
You sound genuine to me but from the airlines point of view, they have heard this a hundred times and more. You would be suprised at how many people try it on. cry down the phone etc saying that their loved one is ill only to find that your colleague is speaking the other person on the booking who is supposedly ill and dying in hospital.I know it sounds sick and it is but this is probably the reason why Globespan is saying NO NO NO.
As an agent i deal with Globespan quite a few times and have no trouble with them in general but with any low cost carrier it is the same, no changes no refund or if you can change it then there is a huge fee to pay. Monarch/Easyjet/Ryanair/Globespan/Thomascook/Thomsonfly there are all the same so i think it is a case of bad luck whats happened and to seek advice from your insurance company if they will help.
Sorry to go on but the above is a very common situation.
Thanks
Thread Starter
Bad PR to assume everyone is a liar.
Globespan require 7 days notice to change a flight.
The 83 year old lady in question was due to fly on Sunday the 14th, she was admitted to hospital on Sunday 7th
The telephone number supplied on the e-ticket was "working hours" only.
The alternative number supplied on the answer machine was only available to UK callers.
When I called on Monday 6th, I was told it was my fault for not calling them earlier.
The remainder of the conversation was exactly what you would expect form a company with a head of wood and a heart of steel.
The lady in question was in a serious state yesterday but is recovering slowly.
Her insurance does not cover this type of situation due to her advanced age.
If Globespan employed at least one person in their call-centre, with the mental capacity to fully understand a situation like this, instead of a bunch of automatons, then happier I would be.
Do not defend the indefensible
Globespan require 7 days notice to change a flight.
The 83 year old lady in question was due to fly on Sunday the 14th, she was admitted to hospital on Sunday 7th
The telephone number supplied on the e-ticket was "working hours" only.
The alternative number supplied on the answer machine was only available to UK callers.
When I called on Monday 6th, I was told it was my fault for not calling them earlier.
The remainder of the conversation was exactly what you would expect form a company with a head of wood and a heart of steel.
The lady in question was in a serious state yesterday but is recovering slowly.
Her insurance does not cover this type of situation due to her advanced age.
If Globespan employed at least one person in their call-centre, with the mental capacity to fully understand a situation like this, instead of a bunch of automatons, then happier I would be.
Do not defend the indefensible
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El Grifo,
I understand what you are saying, truly i do. I know that in the time of need you wanted help but as said earlier, unfortunately there are some sick people around that try this on all the time so you have to understand it from their point of view too and its sad to see that because of these sick people, the genuine ones don't get a look in when they need help.
I did have a few cases similar to yourselves last year and i think it was only down to the fact that i was horrified by what had happened and after having a few conversations i just amended the flights free of charge. Lucky for me, the airline i was with did care about its customers and we were in a position to be able to do that on the basis that we had something either faxed or a verbal confirmation from the hospital if they were prepared to do it. Like you say, it only took a little of my time to do it so no hardship.
just unfortunate that the locos are a complete NO NO NO when you need their help for genuine reasons.
I'm glad that she is recovering slowly and please don't think i am defending them as i personally believe that service does go a long long way and people will remember you for that. The locos now are just too big to care i think now and as such the service falls completely when it comes to these situations.
Thanks
I understand what you are saying, truly i do. I know that in the time of need you wanted help but as said earlier, unfortunately there are some sick people around that try this on all the time so you have to understand it from their point of view too and its sad to see that because of these sick people, the genuine ones don't get a look in when they need help.
I did have a few cases similar to yourselves last year and i think it was only down to the fact that i was horrified by what had happened and after having a few conversations i just amended the flights free of charge. Lucky for me, the airline i was with did care about its customers and we were in a position to be able to do that on the basis that we had something either faxed or a verbal confirmation from the hospital if they were prepared to do it. Like you say, it only took a little of my time to do it so no hardship.
just unfortunate that the locos are a complete NO NO NO when you need their help for genuine reasons.
I'm glad that she is recovering slowly and please don't think i am defending them as i personally believe that service does go a long long way and people will remember you for that. The locos now are just too big to care i think now and as such the service falls completely when it comes to these situations.
Thanks
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Disgusted of Tunbridge
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Do not defend the indefensible
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El Grifo
The heart of the matter here is not about the moral obligation of a company, but about oblligations and entitlements of contract.
In my opinion, as a layman with 30 years of commercial experience involving contracts, it is unreasonable for a company to set a time limit for changes and then fail to give a customer reasonable access to contact the company to make a change within the time limit.
Implied terms and conditions springs to mind, in the sense that if a company says you can change within 7 days, then it implies that you should have the mechanism to change within 7 days and this can be as binding as a written clause.
If this really niggles you, you may wish to consider issuing small claims proceedings against Globespan in the Sheriff's Court, assuming that the contract jurisdiction is Scotland.
You would be claiming for damages and costs arising from the company's alleged breach of contract by failing to provide you with a mechanism to make a change within the 7 day period, so the cost of the unusable flights, the differential cost of replacement flights, telephone calls and correspondence.
Small claims in the sheriff court
Of course there is no guarantee which way the court will find and you might be wise to invest in a telephone call with a suitably qualified lawyer before committing to the cost of the court process, which would include travelling to Scotland for a hearing, but if you are niggled enough, you may find this worthwhile.
The heart of the matter here is not about the moral obligation of a company, but about oblligations and entitlements of contract.
In my opinion, as a layman with 30 years of commercial experience involving contracts, it is unreasonable for a company to set a time limit for changes and then fail to give a customer reasonable access to contact the company to make a change within the time limit.
Implied terms and conditions springs to mind, in the sense that if a company says you can change within 7 days, then it implies that you should have the mechanism to change within 7 days and this can be as binding as a written clause.
If this really niggles you, you may wish to consider issuing small claims proceedings against Globespan in the Sheriff's Court, assuming that the contract jurisdiction is Scotland.
You would be claiming for damages and costs arising from the company's alleged breach of contract by failing to provide you with a mechanism to make a change within the 7 day period, so the cost of the unusable flights, the differential cost of replacement flights, telephone calls and correspondence.
Small claims in the sheriff court
Of course there is no guarantee which way the court will find and you might be wise to invest in a telephone call with a suitably qualified lawyer before committing to the cost of the court process, which would include travelling to Scotland for a hearing, but if you are niggled enough, you may find this worthwhile.
Last edited by Final 3 Greens; 10th Dec 2008 at 05:59.
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bye bye western civilization
you know, el grifo whining from some sunny patio someplace in Spain really does make me sad. Okay, so he rolled some dice and they didn't come up the way they wanted. From this he goes to the newspaper, whines on a forum, is probably IMing 20 mates about his david and goliath battle with the mighty scottair airline etc etc.
We seem to have forgotten how to laugh at ourselves and say "oh well!". It's this kind of peurile tortuous holyish behaviour that makes me think it would be better if the human race just quickly sank into the sea without a trace and returned the world to the whales and furry animals. They just don't inflict this much angst on themselves!
And yes I work in customer services but not for an airline.
I'll do el grifo a deal. Get out the house, spend a few hours doing something really really nice for somebody else like digging a garden, replacing a car's oil filter, taking handicapped childen down the park, sorting an old ladies electricity arrears, whatever.
Then, come back, and see where this dispute lies in the big scheme of things. I'll bet you've got the money to rebook your gran for the next weeks flight.
G
We seem to have forgotten how to laugh at ourselves and say "oh well!". It's this kind of peurile tortuous holyish behaviour that makes me think it would be better if the human race just quickly sank into the sea without a trace and returned the world to the whales and furry animals. They just don't inflict this much angst on themselves!
And yes I work in customer services but not for an airline.
I'll do el grifo a deal. Get out the house, spend a few hours doing something really really nice for somebody else like digging a garden, replacing a car's oil filter, taking handicapped childen down the park, sorting an old ladies electricity arrears, whatever.
Then, come back, and see where this dispute lies in the big scheme of things. I'll bet you've got the money to rebook your gran for the next weeks flight.
G
Thread Starter
In my opinion, as a layman with 30 years of commercial experience involving contracts, it is unreasonable for a company to set a time limit for changes and then fail to give a customer reasonable access to contact the company to make a change within the time limit.
Implied terms and conditions springs to mind, in the sense that if a company says you can change within 7 days, then it implies that you should have the mechanism to change within 7 days and this can be as binding as a written clause.
Implied terms and conditions springs to mind, in the sense that if a company says you can change within 7 days, then it implies that you should have the mechanism to change within 7 days and this can be as binding as a written clause.
The last two posters and others, have failed completely to grasp the issue.
Either they did not read or cannot read, or are simply trying to stir things up.
There is nothing which I can add to what you have written above, it is crystal clear.
Thank you for that. That is precisely my position.