Rude Owner and Unethical Practices
For a couple of years, my family & I purchased all of tickets to Pakistan from Gala. We stopped doing that after some horrendous post-sale customer service experience. Our tickets allowed for any changes which can be made by agent. After we went to Pakistan, we needed to change our mother’s return flight date. When we contacted Gala, their associate seemed to have no clue on how to do this. First, he redirected us to the airline which rightly said, it’s the agent who should do this. We made several calls mostly into the early hours of the morning to get this done. We even needed to do a conference call which included the airline & they explained what agent needs to do. The last call lasted 45 mins and ended at 3 in morning in Pak with my brother on the phone while suffering from flu where the confirming and reconfirming the changes. We later asked for the e-ticket with the updated date & the associate didn’t respond. We then found out that no change to the ticket was made & the airline had put my mom as no-show on the original date of departure, wanting us to come to their office in Karachi and clear the no-show charges & then make any changes. Gala didn’t accept this blunder & said they would verify if they have the call in their records (which obviously was) & kept gaining time. The owner was extremely rude, hardly available & just ignored most emails & phone calls. They initially pretended that conversation about the change of the ticket never occurred, then came up with some other non-sense that we don’t have proof that we asked them to change the date & more of such illogical excuses. Long story short, in the end, we just decided that it’s not worth continuing with this stress and try to deal with this unethical company & its rude owner as it was causing more & more grief on already frustrating situation. My family have probably purchased over 40 tickets with Gala in past but after this painful episode we will never buy from them.