Cheapoair – Flights, Hotels & Cars

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Cheapoair – Flights, Hotels & Cars's key feedback

Poor Customer Service

Many users report frustrating experiences with customer service, including long wait times, rude agents, and unresolved issues. Approximately 30% of users seem to be affected by this problem.

Customer service is a nightmare with long wait times and rude agents.

Booking Errors

Users frequently encounter booking errors, such as incorrect flight details or unexpected price changes, leading to additional costs and stress. This issue affects about 25% of users.

The app booked me from the wrong city, costing me double to fix.

Cancellation Difficulties

The cancellation process is often complicated and costly, with users facing unexpected fees and delays. Around 20% of users have expressed frustration with this aspect.

Canceling a booking is unnecessarily complicated and expensive.

Hidden Fees

Many users are surprised by hidden fees for services like boarding passes and cancellations, which are not clearly communicated upfront. This issue affects approximately 15% of users.

I was charged extra for a boarding pass that was supposed to be free.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Booking.com

Booking.com receives mixed feedback, with users praising its ease of use and competitive pricing, but criticizing its customer service and refund policies. Some users report issues with reservations and lack of support, while others appreciate the variety of accommodations and deals offered.

#2 RUNNER UP

Cheapoair – Flights, Hotels & Cars

Cheapoair has a mix of positive and negative reviews. Users appreciate the app's ease of use, good deals, and helpful customer service, but some report issues with customer support, hidden fees, and technical glitches. The app is praised for its pricing and convenience, but criticized for inconsistent service quality.

#3 Straggler

Expedia

Expedia is criticized for poor customer service and issues with refunds and cancellations. Users report difficulties in reaching support and resolving booking problems, although some appreciate the app's ease of use and variety of travel options. The overall sentiment is negative due to frequent service issues.

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Nuggets

Major Highlights of the Week

Visa Oversight

Customers are not informed about visa requirements during the booking process, leading to denied boarding and financial losses. This oversight results in frustration and a lack of trust in the service.

I was not informed about needing a visa, which led to my flight being canceled and no refund provided.

Booking Errors

The app sometimes books flights from incorrect locations, causing significant inconvenience and additional costs for users. This issue highlights a critical flaw in the booking accuracy of the platform.

I was booked from the wrong city, which doubled my travel costs.

Price Changes

Users experience unexpected price increases after booking, leading to confusion and dissatisfaction. This bait-and-switch tactic undermines customer confidence in the platform's pricing transparency.

My ticket price increased from $1400 to $1800 after booking, without prior notice.

Cancellation Complexity

The cancellation process is overly complicated and time-consuming, often requiring multiple calls and long wait times. This complexity appears intentional, discouraging users from pursuing refunds.

Canceling my booking was a nightmare, with hours on hold and no resolution.

Refund Delays

Refunds are delayed or not processed, even when cancellations are made promptly. This issue causes financial strain and erodes trust in the company's commitment to customer service.

I canceled my flight but have been waiting a month for my refund.

Hidden Fees

Customers face unexpected charges for services like boarding passes, which are typically free with other providers. These hidden fees create a perception of dishonesty and diminish the value proposition.

I was charged extra for a boarding pass, which should have been included.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Visa Oversight

Booking Errors

Price Changes

Users experience unexpected price increases after booking, leading to confusion and dissatisfaction. This bait-and-switch tactic undermines customer confidence in the platform's pricing transparency.

Cancellation Complexity

The cancellation process is overly complicated and time-consuming, often requiring multiple calls and long wait times. This complexity appears intentional, discouraging users from pursuing refunds.

Refund Delays

Refunds are delayed or not processed, even when cancellations are made promptly. This issue causes financial strain and erodes trust in the company's commitment to customer service.

Hidden Fees

Quotes of the week

Hear from some of the most impactful users to drive changes

While booking flights and hotels through CheapOair is quick and easy, the real challenge begins when you need to cancel. The cancellation process is unnecessarily complicated and feels intentionally frustrating, almost as if they want customers to give up and let them keep the money.

Mokesima

I bought a ticket with this company, after a few hours when I sent an email to cancel it as they said there was no cancellation fee until now they said I have to pay $155 even though they said no cancellation fee, and when I called them, they were rude. The customer service was bad and I don’t recommend buying a ticket from here.

Leila4259

I had a good experience with CheapOair before, but this year was different. I bought a carry-on luggage ticket through them, but the airline didn't recognize it and charged me again. Despite providing proof to CheapOair, they directed me to the airline, which misunderstood my claim and rejected it. Nothing was resolved, and I won't be using CheapOair again.

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The quotes of the week

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Candice Wu

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Kelly Williams

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Koray Okumus

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User Experience Report

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Cheapoair – Flights, Hotels & Cars

Top Insights This Week

Poor Customer Service

Booking Errors

Cancellation Difficulties

Hidden Fees

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts