Zuji Customer Service
Replies: 15 - Last Post: May 11, 2013 7:00 PM Last Post By: mollyclayton
Mar 23, 2012 3:40 AM
Zuji Customer ServiceMy friend recently booked a series of tickets for us through Zuji, across three different airlines. My first name was incorrectly inputted, missing one letter. Wasn't too worried about it, as most airlines will allow for some corrections due to human error, provided you're happy to pay the fee.
Wow, had no idea how wrong I was! The initial response from Zuji was that all flights with my name on them had to be immediately cancelled incurring hefty fees (mainly from Zuji) with an expected refund wait of between 12 and 18 weeks. Apparently, this was due to the policies of the airlines. That seemed a drastic response to such a minor problem. I contacted Air China, Jet Airways and Qantas to verify their policies on such changes to tickets purchased through an agent.
Air China (Sydney Airport office) informed me that cancelling tickets due to such a minor spelling mistake was not at all their policy, even for tickets purchased through an agent. Their response was professional, accurate and extraordinarily fast. Within a very short space of time, I provided them with my passport, paid an admin fee and e-tickets were re-issued with my first name corrected. Brilliant. At every point of contact, I was treated like a valued customer. Qantas was similarly efficient when I contacted them about a connecting ticket that had been purchased directly through them. Five minutes, ticket was corrected (at no charge!) and new e-ticket re-issued. Go Qantas!
Contacted Jet Airways (Sydney office) who told me that they can't deal with me but would be happy to talk to the agent (Zuji) and while they couldn't discuss my ticket (due to their policies) indicated that changing a minor spelling mistake is very easy. Again, I received professional, courteous service with clear, direct information and timely responses.
Zuji Customer Care, on the other hand, has been a nightmare of poor customer service and confusion, resulting in hours spent on the phone (performing their customer service duties on my own behalf). While I've been frustrated to tears, I haven't yelled at or abused their staff. But more than once, I have had to ask their customer service representatives to stop talking over me or interrupting me. They are not inclined to listen and I am fairly certain that a serious language confusion is occurring. Multiple supervisors and customer care staff have been involved and each time we contact them, it just seems to get worse.
We've had multiple, contradictory emails (often within the same day) and I'm convinced that they think it's an identity change, not the minor misspelling that I'm telling them about. I've emailed the details in very plain language, a copy of my passport and we continue to be told one moment that they can help, and the next they have no idea what we're saying and the only thing they can do is cancel. It's like we're stuck in a revolving door!
I would be happy to accept whatever outcome is the correct one but that's the issue. Finding out what that is, is proving nearly impossible! This has gone on for over two weeks with many phone calls, emails and a tonne of stress that no one needs. Jet Airways has told me that they will contact Zuji to try and sort things out. And I'm very grateful for that, it just helps to feel like someone is on your side and reminds me that real customer service is out there.
No one is perfect, everyone makes mistakes but the mistake I made was assuming that Zuji Customer Care was about caring for the customer and providing clear, accurate information.
Mar 24, 2012 3:40 PM
1And so it continues...although it takes me less than 30 seconds to contact Jet Airways, we receive an email from Zuji yesterday stating that they require 48 hours to contact the airways to check what the correct process is.
Even though we have emails from Zuji stating that this has already been done!
I'm praying for a miracle - someone at Zuji has to have the intelligence and problem-solving skills to just sit down and sort this.
Edited by: taywin
Mar 24, 2012 6:20 PM
2so you've informed the airlines directly, yourself..
so why not just show up for your flights..
wont the airline have flagged your problem on their computers, etc etc ??
sorry for your drama, it ain't much fun..
and yes, losing your cool and screaming will get you nowhere...
Mar 25, 2012 2:33 PM
Mar 25, 2012 6:37 PM
4where's the confusion? that's quite clear. but jetstar won't deal with him/her directly, they will only deal through Zuji.
It doesn't sound like Zuji are handling this terribly well but I'm not surprised at the response you got from them initially and continue to get. I suspect this is how companies like this make some of their money.
Mar 26, 2012 12:45 AM
Mar 26, 2012 2:32 PM
6Thanks everyone, I'm sure we're going to get there.
And yes, we have achieved part of what we need but that's the point. It's been through our own efforts - we've been advising Zuji on how to proceed! If we'd just accepted what we'd been told initially, we'd be hundreds of dollars out of pocket and I wouldn't be going on my trip. I did check with the airlines about making a note against the name on the ticket but they all stated that this was a breach of their security guidelines and a correct ticket is essential (it's a risk I considered but after all this, I just want to enjoy my holiday!).
The latest update is that my friend was contacted by Zuji who said (again), that if we submitted a passport scan and paid fees, they'd contact us when the tickets were corrected.
My friend reminded them that we'd already submitted the passport (as per their last request) and were waiting to know how Zuji would proceed. sigh I think we're well into double figures for how many times this circular conversation has occurred.
Anyway, the scan was found in their records and the fee paid. Now we're told we need to wait until Friday to find out if the correction has gone through (holding breathe!).
Since then, we've received more emails and phone calls from Zuji (before we couldn't get through to them, now they're contacting us twice a day!) but the cycle of confusion goes on. (e.g. more calls asking for a passport, replies to emails sent two weeks ago when this all started). Talk about Groundhog day!
To be fair, Zuji can provide a quick and possibly cost saving method for booking multiple flights but there are serious issues with effective and efficient customer service from their Delhi office. There's clearly a lack of communication within their own customer service teams. The customer service reps are doing the best they can but if records are poorly kept and they're not up to date with the latest status of a case, it's going to be a case of poor input, poor output.
And customer service 101 - if you are going to tell a customer what a policy states, include the policy excerpt or a link to it in your response! Some people will accept vague statements but most of us will not accept inadequate information and unsubstantiated fees at face value and will demand a better quality of service.
Mar 26, 2012 11:39 PM
7:-) nearly there - my friend put in a formal complaint with Zuji and finally got through to someone in Australia (Zuji Sydney office). We now have one person on the job (not seven!) and communication has been clear, professional and quick. The Zuji admin fee was refunded and there was even an apology for the inconvenience. Still awaiting the re-issue of e-tickets but this excellent progress.
Now I think I'll get excited about my trip!
Mar 27, 2012 12:17 AM
Mar 27, 2012 11:01 AM
9weel ex just showed me her canadian passport she has and has travelled many times on it her name was misspelled on that never a problem even with the usa so called high tech border security took 2 months to get corrected on the new re issue. though. travelled to sweden and finland on it and into the USa quite a few land trips shopping.
Mar 28, 2012 3:10 AM
10True, some people do seem to be able to get by without any hassle but it's a risk I wasn't prepared to take - if we were going to the US or European countries, it might have been OK, my research shows that minor issues like this do seem much less an issue than in Asian countries. We may still face other issues like cancellations or delays, all part and parcel of travel, but being caught out and having to re-purchase tickets at a much higher price in a non-English speaking country....stress I don't need :-)
Groo, I've done a tonne of research on Zuji and read a lot of reviews - for straightforward ticketing, they seem fine. It's these 'out of the ordinary' situations that cause a hassle.
Now that my friend has been able to get through to the Sydney office of Zuji, we're getting clear, consistent information and polite, friendly customer service. Whatever the situation, it definitely pays to be persistent and not give up.
Apr 5, 2012 10:44 PM
11Yay for Jet Airways :) they persevered and I have new e-tickets!! Whoohoo! Turns out they had quite a time with Zuji, too, but all is well now and a thank you card to the Sydney office of Jet Airways is on its way.
Apr 6, 2012 12:58 AM
May 10, 2013 3:46 AM
13Taywin, I am having the same problem - Zuji has made an error with one letter of my first name and so far I have made more than ten calls to their customer service centre. I have been told that it won't matter with the airlines, so I called one of the airlines and was told it would matter and my name would have to be changed on the ticket. It has been frustrating and time consuming phoning Zuji. The last service person (as well as others) said I would need to pay a fee if the name was to be changed as I had entered the information on line. I feel like I have not been listened to. I did not enter my name the way it has appeared on the ticket. I am still at the stage where Zuji say they will contact the airlines and see if the name error will be accepted - eventhough I have told them I have already done that. They are also disputing who is to pay the fee. I feel exhausted by the struggle. I realise the customer service staff must be busy, but it is a Zuji error...
Could you say who is the contact in Sydney so I can speak to someone who I feel will listen and save some time and energy. It has been an ordeal and like you, I feel it is important to feel valued as a customer. I am getting incredibly anxious about the whole thing, eventhough I am trying not to be. Thanks.
May 10, 2013 5:03 PM
14Earlier this year we flew with Qantas to USA and I had booked my flights on their website. When we checked in the clerk said there was a problem with the booking because the flight was booked in the name of Jim Myname whereas the passport said James Myname. I said yes, that's me James is Jim, and she frowned and re-issued the boarding pass in my formal name. My guess is that she checked the entered passport details against the one in my hand and found a good enough match to allow her to fix the "problem".
BTW I had booked other flights and train trips using Jim instead of James and had no problems or questions in this regard when checking in.
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