Mijn Klacht:

I phoned Nekermann this afternoon around 13.00 and spoke with agent Claudia. She was not overly accomodating but ok in the beginning. My father in law passed away and we had to cancel our trip. So I called a few hours after the news. I had many questions having never cancelled a trip before and never used Neckermann which came highly recommended.
Claudia was rude and abrupt. I asked about policy for cancelling and refunds and she seemed bothered. When I repsonded with even when someone dies she responded with we do not care if someone dies or what reason you cancel we only care that you are cancelling. BAD ANSWER!!!!!!!
She then said she needed an Ibahn number to refund the 200 dollars to my account( we were still paying 1600) but I totally understood the policy. I told her I did not have an Ibahn number and she said she neded it or no refund. Then I said I did not know what it was or have access til my grieving husband came home from his fathers death bed. She began to laugh so I said do you think this is funny. I totally lost it. You call just after losing somenone and.it isn not the money you need but a bit of maturity and empathy. Claudia is an agent that is not worthy of dealing with customers and although I certainly acknowledge there are two sides to a story, the fact that she said we do not care if someone dies and the fact she laughed at my questions or for whatever reason is unacceptable.
I hung up and phoned back and got an extremely competent agent called Sasha, who listened to my explanation and story, was understanding and said no problem if I gave her our account number she could find the Ibahn number. Sasha deserves a great compliment. She was professional, accommodating and empathetic-all any customer needs or wants.
I have requested to be contacted by a supervisor to file this complaint but Sasha said supervisors normally do not call back but possibly would make an exception. I will see.
I was shocked by this agent and her handling of my situation. She is an incompetent, inexperienced and more than likely a very immature young woman. Someday when she loses a parent maybe then she will be more empathetic.
I could not let this complaint go by and was even considering sending it to a travel magazine. Sasha’s professionalism has calmed me down.
Please see this complaint gets to the right people and please spare other clients in any situation this sort of treatment.
Debra Riezebeek

Gewenste Oplossing:

I would like a manager / supervisor to call me. I would like Claudia to be reprimanded and take a calss in proper handling of clients.