Yes this company, CheapOAir, is complete shyte.

http://www.groubal.com/cheapoair-awful-customer-service/

Do not book using this site. It is BY FAR worthwhile and less of a headache to spend more money on a more reliable booking agency or going directly through an airline themselves. I purchased my ticket in Feb, and when it came time for my trip in June, I received an email 3 days before saying there were changes to my itinerary. No big deal, that happens all the time... I'm a seasoned traveler so I get it, shit happens.

Anyway, I was told to contact them between specific hours. The first time I called, I was on hold for 55 minutes. Never got to speak to anyone. I decided to try again later, after all, the voice on the hold line did say it was a high call volume. It also informed me that I could speak directly electronically with a customer service rep directly on their Contact Us site. I checked it while I was on hold. I never saw such a thing. I'm a very tech-savvy person, so this seemed pretty obvious there was no such thing on their Contact Us site.

Next, I sent an email to them, at the email that was suggested, that I was trying to resolve my itinerary issues. I was told again I would get a call back in a couple hours. I did not.

The next day I tried again, early, like 8 am. I was on hold for more than 25 minutes and had to let it go due to errands I had to complete. Tried again in another 15 minutes. Gave up again. Decided to wait til later again. Here I was, on hold for more than 130 minutes total and NEVER got to speak to one person. Just annoying mocking hold voice.

Then later that afternoon, 24 hrs til my travel time, I decide to call US AIRWAYS directly, who I know I'm flying through. I got the customer service rep on the phone right away and was able to confirm my flights through them. I felt relieved and my customer service faith was renewed... then a couple hours later, I received an email that said CheapOAir had been trying to contact me via email and phone unsuccessfully. Hmmm, interesting... I only have one phone (my mobile) and it hadn't rang all day... finally I called the customer service line and after 25 more minutes of the annoying hold music, I got someone. I was told my flights were confirmed (the same ones the US AIR person told me, sigh, thank goodness) and then I was told my return flights weren't because there wasn't enough time between my connections to get through customs. So, I had to book for a later flight, 2 more days of travel, coming home. Which sucks. Why allow me to book a flight that was going to be considered invalid by the airline because there wasn't enough time to get through customs in between my connection? Lame. Anyway, I know others have had worse experiences, but I still think this is a bad enough experience to not want to use this booking agency again.

I work in customer service so I have a very high tolerance for bad customer service in small company or non-profit situations, because I understand how it is when you are one of 3-5 people working in it. However, I also have extremely high standards when it comes to a large corporations and for-profits. I think it's unprofessional, unacceptable and plain rude to do this to a paying customer. I know that the tickets are cheap, but they weren't cheap to me! I worked 2 jobs for a year to be able to take this vacation and visit my best friend who I hadn't seen in a year and I expected to be treated like it was my hard earned money! I expect if it had been a different agency or directly through the airline, even though I'd have paid more, I would have been treated as such.

That's my two cents.