BACC Travel, ClickAndFly BACC Travel is a disservice to its customers New York City New York

I chose BACC Travel (also represented under ClickAndFly.com) to book my flights to Brazil because of their advertised 30 year history servicing South America. Sadly, I am left with three negative conclusions: (1) The company is useless at providing service and does not take any responsibility for the services they do provide, (2) The company 30-year history with the airlines does not really give them any pull to resolve issues, and (3) Joo de Matos, their president, is an emotional and mercurial individual that does not know how to have a respectable and logical discussion.

It took many, many deliberate, conscientious, and considerate discussions and emails with the representatives at BACC before I reached the point of absolute frustration to write the following report to BACC / ClickAndFly.

In the end, none of my seat preferences, meal (vegetarian) preferences, and frequent flier numbers came through.

On March 16, 2009, R Gupta wrote:
Mr. de Matos,
We are back from Brazil. You should note that though we made several requests to have vegetarian meals available on all of our flight before our departure, there were no such meals for us available. We were also not upgraded, even though seats were available on all the TAM segments. UA frequent flier mileage plus #'s also did not appear on our TAM segments.

Dr. G

On March 2, 2009, R G wrote:
Mr. de Matos,

This is to confirm our conversation that you will try your best to get us upgraded on our TAM flights. We have very little time left and have at this point very little patience. If we are indeed boarding a full flight tomorrow on TAM, I will understand why we could not be upgraded. If not, then you should expect
that I will follow up with you and TAM after our return.

I can be reached on my mobile in the US until I board my flight to San Paulo ~6PM EST tomorrow (Wednesday) at +1.415.3xx.3xxx. My brother can be reached at +1.202.7xx.1xxx if I am not available during my transit to JFK from SFO.
We look forward to hearing any good news.
Dr. G

R G wrote:
Dear Mr. de Matos,
I forward this email to you because if you are CEO/President of BACC you might care. I also found your email address on a complaint site. I do not single out Roberta Swaby for my problems. She underestimated the gravity of my situation and did not act accordingly. However, the more serious grievance to my disbelief is that neither Click & Fly nor TAM (Erica) took
responsibility for the errors associated with the ruined
itinerary of myself and my brother. Thankfully United took the lead to help sort this out.

Dr. G
R G wrote:

Dear R-
Ever since my credit card was billed for my itinerary *LAST Monday*, the experience with Click&Fly has been nothing but frustrating. I have lost sleep, been unable to make hotel reservations, and have gotten NO help from TAM and even your agency in solving the problem. Click&Fly should be embarrassed and ashamed.
I have heard claims of your operation for more than 28 years...well, I did more with my little experience to get this problem resolved than Click&Fly did. Had I not stepped in, gotten a hold of the correct representatives on the phone from United,TAM, Click&Fly and myself all at one time and stopped the finger-pointing, I would likely still be waiting for my ticket to be finalized because TAM & Click&Fly booked a PHANTOM non-existent flight on United.

I cannot even begin to make a list of the litany of other
complaints I have with TAM and Click&Fly. My flight leaves in less than two days. All of last week passed and absolutely NO PROGRESS was made. I had no choice but to be on hold and spend more than 12 hours of my good time late at night and around work hours to get this sorted.

If there is any justice, you will at the minimum upgrade myself and my brother's itinerary to first class on all TAM flights. If you do not do that, I can only take this to mean that once again neither TAM or Click&Fly are willing to take responsibility. Thank god for United.

This level of "service" is unacceptable, if anything I would go so far as to say this whole experience has been a disservice and a complete disaster.

Sincerely,
Dr. G

R
Boyds, Maryland
U.S.A.