Company Details

Bad customer service, to say the least. Context: It's impossible to enter Israel anymore due to the virus. Airlines have announced they will give full refunds to people who request them. Meanwhile, Vayama's so called "24/7" call center is closed, and no one is responding to emails. They responded once saying the airline's policy is that this flight is non-refundable. I sent them back the airline's official written statement saying that everyone slated to travel to Israel will get a full refund if they request it. Radio silence from Vayama since then. I'm even fine getting charged the $100 cancellation fee at this point. Just want to get the cancellation request processed asap, since the flight is less than 2 days away. Still, no response. They should really hire a team of temps to handle the increased customer service strain this week.

If you guys don't get your act together, this improper handling of the virus may cause you to go out of business. Sickening that an online company cannot step up to the plate when it's needed the most. Tens of thousands of Vayama customers are losing their mind because you refuse to setup normal flight cancellation/refund system.

24/7 customer service closed no one responds to emails no notice on website on when anyone will be answer calls or emails is this company even in operation anymore?

Quite possibly the worst customer service I've ever encountered. I've submitted 3 "Cancel Ticket Quotation" over the past two weeks trying to get my flights to Tokyo (VUS-14345249) cancelled due to corona virus (My wife has a pre-existing condition and doctor's note stating she should not travel under these conditions). ANA issued a notice saying there would be no cancellation fees and I likewise purchased the Vayama "premium" package saying Vayama would not charge cancellation fees. After two weeks, I have yet to receive the "Cancel Ticket Quotation" back despite each time saying it'd only take "48 hours". I've now attempted to call multiple times and either I can't get through, or their 24/7 hour customer service is "closed". How is customer service 24/7 if it's closed? This company will take your money and then avoid you at all costs if there's any issue. Do not book with them. It's not worth it.

BAD! Vayama needs to get it together and not let their customer do all its work for them!! I booked a trip months ago through Vayama.com. My flight is suppose to depart from New York on April 1st going to Israel. Yesterday I spoke with one of Aeroflot's representatives who told me that I can get a full refund due to coronavirus and Israel new regulation with 2 weeks quarantine for anyone that travels into the country. After speaking with a representative from Vayama, she told me to get a letter from Aeroflot stating that I can receive a full refund because all she could see was that all flights only to Hong Kong are canceled for Aeroflot. I have been trying to reach Aeroflot's customer service with no response as the call keeps dropping. Like, really? do I also have to figure this out for them??!! As of today I noticed on Aeroflot's website that indeed they posed updates for flights going to Israel- they are offering A REFUND! "10 March 2020, Moscow. – Aeroflot is allowing passengers holding tickets to/from Italy and Israel to change their departure dates, change their routes or cancel these tickets free of charge. Passengers who booked tickets for travel to/from Italy and Israel between 10 March and 31 May 2020, inclusive, may: - apply for an involuntary refund and receive a full refund for the tickets (including following the one-time rebooking); - make a one-time change to the departure date to any date no later than 31 December 2020, while maintaining the original departure and arrival cities and service class; - change the route to any other Aeroflot flights with a departure no later than 31 December 2020. No penalty for rebooking, though other fare terms and conditions apply (i.e. additional payment for a more expensive fare may be required)." Please contact me ASAP as I'm trying to call but no one is answering at you customer service center!!!!

My flight was cancelled in Feb 2020. When I called Vayama in Feb for the refund, they said it would take a month to process. Follow-up with them in March, they said it would now take 4 months. I have two other flights booked directly from the airline got cancelled for the similar reasons. I got the refunds in 2 weeks with no problem. I would not recommend Vayama to anyone.

If I could give 0 stars I would. I booked through Vayama and my flight was canceled. I called their customer service number multiple times. The first time I called I was on hold for 59 minutes, once it hit an hour I got a message that they're not able to get to me to try back later and the phone call disconnected. The second time I waited 55 minutes and the rep told me I'd get my refund in 14 days. Now it's been well over a month and I still haven't gotten a refund. I called their customer service line that's advertised as a "24/7" line but it's now closed. I've even emailed them multiple times and never gotten a response. Don't book with Vayama. Avoid the trouble.

I have 2 tickets for a flight coming up. Due to the COVID-19 virus and my health issues, I need to cancel my trip. I'm on disability and have save for a long time to make this trip happen. Now I (like the others) have tried to call their customer service. The last call said they were closed even though their website states 7/24 Customer Service. They are not prepared to handle the the amount of calls they're receiving. So instead they are just ignoring the problem. I bought free cancelation and am unable to use it. This company also owns Cheap Tickets. I believe that a class action lawsuit is in order. In light of the crisis many people do not want to put their health or life in danger and are opting to not travel. Companies are losing money but do not care that their customers too are losing money. Something has to be done about the service and the deception of their "Free Cancelation".

Outstanding !!!!!!

Very un professional customer service and lack of service.

Its almost impossible to reach Vayama customer service these days. I had to cancel a reservation and was on hold for more than 4 hours!!! Each time, the call would get disconnected after one hour and I had to dial back again. It was urgent and hence I had to keep calling back - the flight was scheduled for departure within the next 3 days. I understand the customer service personnel is busy due to travel challenges because of Corona virus but there should be an option for the customers to retain their position in the queue. They shouldn't have to wait indefinitely trying to talk to customer service. I have done many bookings through Vayama in recent months for my friends but the recent experience have made me rethink about going through Vayama for my next booking.

Horrible customer service. Vayama seems like disappeared no one replies to emails. What kind of business is this? Their call center is closed...even though its suppose to be open 24/7. The airline said I can get a voucher or freeze my ticket, but I need to do it thru Vayama. Why is the call center is closed? On the website it says that im suppose to get an email...I got nothing! Its frustrating enough to deal with pandemic.

Great prices and great extra coverage with trip insurance. Additionally, we were able to import our itineraries to the British Airways app. Nothing to complain about at all so far.

Easy to book!!!

Dishonest company. They say 24/7 customer service, but when you call, you realize that they do close. Not worth the headache. Try Skiplagged website, you can’t find cheap ticket anywhere. I regret have used Vayama.

Travel cancellation due to Corona virus Booking Number : VUS - 15373822 -- E-ticket Number : 1577442765712 We have booked two tickets through Qatar airways and they have policy on the website for full value travel voucher due to the corona virus scenario - but had multiple calls for the past 2 days with multiple agents of vayama. While some agents were nice and courteous - but they could not go by what is on the airline website. Each time - we had to wait for 1 hour and call gets dropped while the agent is working on the case. Their operations as per website is 24 x 7 but from yesterday evening their lines are saying you are calling out of service hours. I have requested cancellation of my tickets using their website but did not get any acknowledgement email. It has been a very difficult experience when you have to make travel plan changes due to corona virus situation even though airlines advertise flexible cancellation and reschedule policy - we are unable to get them through Vayama. The initial ticket purchase process was seamless and good but change/cancellation needs for the past two days was horrible.

Zero customer satisfaction - They tout 24/7 7 days a week Customer Support, but I was put on hold for over 5 hours and did not end up speaking with anyone. I was trying to change a flight because I made a mistake on the dates. I realized this mistake 10 minutes after I booked the flight, so I thought it would be simple to call them and make the change. I was ready to pay the Admin fee, but I could not even get anyone on the phone! The website was a travesty as well, as there was no way to change a flight myself. The website simply told me to phone in, which I did, but did not get a response. I also sent them an e-mail, which they replied after 1 day saying "Please phone us to cancel your flight". Which is laughable, because that was another 2 hours down the drain. Please do not use this service if you can help it. I fell for it when they advertised a ticket that was cheaper by $20 compared to buying directly from the airline. Don't fall for it. Buy from the airline. The $20 discount was not worth this garbage service you will receive from this phony company.

I have been calling and emailing to cancel my bookings and request a refund for 2 weeks. No one reply to my emails and pick up my phone even once. My flight is on 03/13 and I call Cathy Pacific. They said I am qualify for a full refund but the refund needs to be issued by vayama. Today 03/10/, I call and it said the call center is closed. What am I supposed to do with this horrible service....?

Hi Vayama. l have my flight on 19 March and due to coronavirus Qatar Airways offer to every customer who wants to alter the flight either to change the date or to take travel voucher. My flight is from Phuket to Zagreb with booking number VUS-15579739 l have sent many email, messages through Instagram, Facebook messenger and try to call whole day today. Your contact number is answering that lm calling out of office hours and on website it says your working hours are 24/7. Also emergency number is saying the same that lm calling out of office hours. That is ridiculous. Yesterday when l was talking with your agent on the same emergency number l was told that l need to get confirmation from Qatar Airways that they will issue the travel voucher. In the same time Qatar Airways stated on Twitter that they send the new cancellation policy to every travel partner. ln my latest email to you about two hours ago l send several screenshots about how many times l try to call, that yesterday l was online via phone with your agent and about Qatar airways announcement. And many more. Please respond to my emails and either issue travel voucher or refund my money. Otherwise l will have no other option than to fill complain with Travix, IATA and file dispute with my credit card.

Horrible Customer Services!!!!. Doesn't answer phones, doesn't reply to emails. Purchased 4 airline tickets to Asia. Airline send emails about flight cancellation due to Corona virus with no fee penalties. Emailed Vayama about that and they want to charge $300 per ticket for cancellation charges! Did the cancellation ourselves with the airline directly with no penalties whatsoever, but Vayama still did not issue us the money back even though Airline already did back to them. VAYAMA charged our money with our credit cards but paid airline with theirs so refund went back to them and not directly back to us. Again, telephone numbers unreachable and no response back from them either. Will sue and call authorities on them SOON if not see any full refund or hear back from them soon! BE WARNED, NEVER EVER DO BUSINESS WITH THESE PEOPLE!!! BIG SCAM!!!!! UPDATES: did hear back from them after emailing their executive teams. Did received a cancellation letter from them. Waiting to see if money will truly goes back to credit card in next few days. Will let you know. FYI - try emailing their executive team (Note:this website does not allow email link. Type in their first letter of their name and full last name follow by @travix.com - see below Hint: remove the space when entering the email address) Perhaps try the Travix executives (owners of Vayama): (David Rush, CS Manager; drush @travix.com John Mangelaars CEO; jmangelaars @travix.com Hans van Druenen Vice President of Global Operations; hvandruenen @travix.com Also try Vayama @travix.freshdesk.com feedback @vayama.com