✅ Verified Review
| Newark to Paris. Our family has just endured a horror story at the hands of La Compagnie that I feel compelled to share with fellow travelers. We had a flight reservation from Newark to Paris scheduled for February 2nd. We booked it several months back, and applied a $600 ticket coupon we were given as a result of a 6 hour delayed flight on March 20th 2016. The tickets were $3200 total so less the $1200 voucher we paid $2000 for the tickets. One of our adult children suffers from mental illness. Regrettably she has taken a turn for the worse and on the advice of her doctors and therapists we had to delay our trip to France. I called La Compagnie’s customer service and explained the situation to a representative who was very understanding. She told me we could rebook our flight up to the day of the flight without any penalties. Accordingly I called last week to try and rebook for a later date several months from now when we felt it would be ok for us to go. I was told I was misinformed by the first agent, and that in fact there would be a $500 per ticket per flight booking penalty totaling $2000. The tickets were worth $1600 each including the vouchers, so our tickets were essentially worthless. Obviously I was shocked and confused. Luckily our credit card has cancellation insurance. I contacted them and was told that I needed to provide the flight cancellation email and a copy of La Compagnie’s flight cancellation policy in order to issue a refund for the $2000. I immediately called La Compagnie and told them I was cancelling the flight, and asked for this information. The customer service representative who I was working with said she would get me that information immediately. One week has passed, and despite calling pretty well every day, I still have not received what is a routine piece of information. Upon speaking with her, (they know me by name now) she said that they have no way to contact La Compagnie in France except by email, and that she has emailed the “Cancellation Department” several times per day and taken every step she could think of but no one would respond to her. It’s now February 3rd, the flight was last night, they never cancelled our reservation and I now fear I will not be able have the claim fulfilled. It’s infuriating. This is a company with 2 planes and they can’t deal with my request? On the topic of the voucher, I asked if we could get and extension on the voucher due to what was happening. I offered to supply La Compagnie letters from our daughter’s doctors to confirm her diagnosis and current condition. Again, the customer service staff at La Compagnie were very understanding and compassionate and two of them I spoke with confided that they had family members that suffered from mental illness and that they would do their best to get an extension. In this case there was an immediate answer from France. No. No exceptions, no accommodations, the vouchers expire on March 20th. So here we are likely out of pocket for $3200. We have enough to deal with in our family and to be treated so callously and indifferently is simultaneously appalling, and frankly cruel. The Customer Service department has been wonderful and apologized to me repeatedly and said they are as frustrated as I am that no one will answer their requests. We obviously will never fly on La Compagnie again. As a former business owner I have never witnessed such incompetence and callousness.