| Hi jonemo, I spoke to the guys here and your contest was indeed a special case. It's true we're not flexible enough to put two people traveling from different locations on a single ticket/contest. But as you rightly pointed out, your comments should have sufficed. The second mistake on our end was misreading the issue and the third was our new refund process, which unfortunately had issues during your refund. This isn't an excuse, but your case really was a series of unfortunate events that ended up affecting the same person, you. In addition to the refund, I believe we also offered a free contest to win you back. All of that aside, we're trying our best to deliver the highest quality results. It's not easy on a 2-sided platform, but our efforts are paying off. Every day we save people $1000s; that's not a soundbite, we really do. We hold these 'showcase' contests as a bit of fun for our experts and also to prove out business hypotheses. Every now and then, a couple of contests like yours slip through the cracks, but we do everything we can to re-gain your trust. The last thing I want to clear up is your suggestion that we don't do complex flights. That's simply not true. Your case was unfortunate, but it wasn't really a complex flight. We do much much more complex itineraries involving frequent flyer miles, pets, unusual luggage, etc. Again, apologies for the poor experience and we'd be more than happy to pay for future contests to regain your trust. |