CWT Reviews 82

Website is broken, very long wait to speak to someone via phone. HORRIBLE SERVICE.

Horrific experience. 1-2 hours to get a representative on the line. The representative was pretty knowledgeable, but every time it takes so long to get everyone on the line that it isn't worth it.

Never helped me with anything. They do not provide the support they are suppose to give. Everytime I go on a business trip I need to do their work. -1/10. Useless incompetent people.

They are impossible to deal with. None of their representatives listen to you or care about helping you with your travel or concerns. Will NEVER use again!!

DO NOT USE! Worst first time experience. Agent messed up dates for flights at a $1600 price tag and then tried to make us pay for another $1100 ticket instead of assuming the responsibility. She apparently changed my January flight to December during the call...so I was notified in that respect and b/c I didn't catch it during the call so, I was on the hook for the bill. Even though I gave the agent the correct dates AND gave her my husband's itinerary that we were trying to match. Said they couldn't connect with American to get the refund so we were going to be out $2700 total for the flights lost and then the new flights (which were mysteriously $500 cheaper?). I called American and THEY RESOLVED IT. There was absolutely no point in using SATO because they couldn't actually DO anything...and they charge $30 for services. NOT good customer service and worthless company. Should have gone straight through American and I definitely will in the future!

Cancelled Agreement after 4 months.

CWT hires offshore “order taker” with no travel experience. Agents use scripts to book everything and max out at 2 calls per hour. Hour long hold times were common. Average handle times often exceeded 30 minutes. Emails easily took 5+ hours to get a response. SLAs were rarely met and blamed on high volume, during a travel freeze. MyCWT App was even worse with an average of 90 minutes to get anything done. VIP and Concierge Lines would go unanswered.

Awful awful company. Service is poor. Stuck in Hong Kong and all it would take is someone to take responsibility for the thread of communication, but those who simply don't care state they take emails as they come in. The extra days stuck here cost the company money for unnecessary extra nights and expenses. I would not recommend this company to any business. Please think carefully before considering CWT. They just don't care about the person, only the money.

Unfortunately, I am forced to use this incompetent company by my employer. In my latest booking, the flights were reserved but the tickets were not actually purchased for some reason... that was a $30 phone call to their service line and achieved only part of my trip (they did at least reserve the hotel). After discovering that my tickets had not actually been purchased when I wanted to try to select seats, I called again (and was charged another $30), this time I was told the tickets would be purchased. They were not. After calling a third time (another $30), I finally got the tickets purchased but at a 25% higher cost than originally quoted... this was later rectified by CWT, but I never received a receipt with the corrected amount, making it impossible for me to correctly file my post-trip expense report.

I have now notified CWT "travel counselors" three times via their online Messaging system that I need the final receipt. Each time I have been told that they have looked it up and "notified the concerned team and I will receive the receipt within 24-48 hours." (Why should it take a different team and 24-48 hours to simply email me a receipt?) So far I have received nothing twice and am once again awaiting a receipt. When I asked why I should expect anything to be different this time after they failed to send me the receipt the first two times I received this message:

"Dear Alex, Just now i have raised request for complete invoice for both ticket , So within 478 hours , You will receive on email."

Really confidence inspiring. I'm guessing I will now have to make yet another $30 phone call to this inept organization and god only knows what will happen when I eventually run out of time to file this $3000+ expense report because they CANNOT HANDLE SIMPLY EMAILING A RECEIPT.

I would advise anyone who has a choice to stay as far away from this company as possible.

Terrible service - the website does not work and buttons to contact or chat with agents to do not function. The only option is to call them for which they charge you or your company a lot of money. Needlessly restrictive. Very poor travel partners. I hope they improve their service dramatically.

MyCWT is a way to torture your employees.
It turns a two minutes booking job into a three hour nightmare. The chat is minimum 1 hour wait - it is just torture.
I do not understand how on earth this company can have the right to exist.

Very disappointed with their system
I booked a flight and a hotel in Ireland. I received the flight confirmation but never heard anything from the hotel. On the system I could only see a flight booking. So the day of the two when I landed in Oakland I booked another hotel age this time I received a confirmation and could see it if the system.
I was charged as no show so I contacted the support to find out what happen. After more than one ninth waiting they still have no idea why the first hotel wasn't showing on their system but CWT says it was my fault and I still have to pay for it

Not a serious company to work with

Booking.com for business has now "gone live" with a CWT cooperation, and the results are predictably bad. Without any information to our company our account is now "handled" by an Indian call center, the kind where everything needs to explained twice, language barriers are common (due to poor English speaking skills) and the agents have no knowledge of the phoenetic alphabet.

Is there an option to give 0 or minus starts?.
If you want to ruin your travel experience go for CWT.

My experience with CWT Bangalore:
Help line number: ah there is some number. at the end no one will pick it up.
Do You face some ticketing issues a day before travel: Then they will sit relax and enjoy your pain.
I dont know how this company is really running with such kind of worst support team.

worst experience. No one picking up phone

Its no wonder they were attacked on 2020. It was probably a customer’s life that was ruined thanks to your “superb” travel agency and he decided to act upon it.

You guys (Yes even your 24/7 service you charge to use) couldn’t save anyone if they were CPR/AED certified.

I cant tell you how many times they ruined my travel experience or have left me stranded……

Unfortunately, I have to agree with most of the reviews found here. I cannot find an single explanation WHY employers might sign up for their service, unless they have been hoodwinked into signing long-term contracts.
CWT does nothing that cannot be done by anyone with a few clicks of a mouse - only that their response times for anything and everything are never below 24 hours. They charge nearly 9.00 Euros for a booking via e-mail. Though their website provides 'free' services, that is only the case if everything works. If one is unlucky and things turn awkward, staff (as described buy others, too) quickly lose patience and refuse to deal with complaints.

For anyone considering signing up for their services: don't.

Never works as planned and now they have hidden the phone number for support which means the person you are chatting with is chatting with 10 other people and it can take 10 minutes between replies that are less than helpful if not making things worse.

If i could give 0 stars I would.

I have had nothing but a terrible experience with CWT, a constant battle to get a response when they know they are in the wrong. They have used my colleagues cards to add extra charges to, whether it's extra luggage for a flight (never asked to have check in luggage, and random train tickets that were never asked for) The fact you have to fight to get your money back is a crime its self, but then to be blamed for the problem when there is proof with emails that this was never requested for.
I was told around a month ago that the complaints department would be in touch, and still have yet to have a response.

Watch out for the dramatically increased charges for hotels as well. They tried to charge me £200 for a hotel room that was only £80 on the hotels actually website.

Staff are useless and know nothing, and will send UK clients to US help desk so they don't have to deal with you anymore, but the US employees (although semi-helpful - or at least show that they try) cannot view UK clients accounts, so overall a useless and panful experience.

I am now being ignored by a Breitial as she has tried to charge me for an invoice for apparently calling 'out of hours' - (after 5:30pm) when showing proof of my call history that all my calls with CWT were in-fact around 2-3pm the ignoring has started.

If i could give any company any advice. It would be to avoid this ghastly company that tries to drain your bank (don't forget they change £8.50 per email you send, on top of a booking fee even when you just book on their website with no help from them)

I wonder how long I will have to wait to get a response - so far its been 3 weeks

I don't understand why so many employers use CWT. I often travel with work and again today, CWT was not able to help with anything. This time, it means that I am not able to upgrade a long distance flight for my own bonus points. I can't recommend at all.