Decolar.com Reviews 

They promise you offers and discounts but they offer you sh..t! Their site doesn't even work.

A rate of negative stars would be more adequate for this company. It has the worse customer service, even for a 3rd world country. Arrived over 3 hours earlier than check in time but airline could not proceed with check in because the agency did not complete the transactions on their end. Several attempts to speak with the agency, which agents constantly kept hanging up the phone, we missed the flight. Spent tons of money with international calls. Very rude agent Eric would not allow me to speak with a supervisor, insisting that all was correct on their end and that it had to be my fault for not making to the airport on time- I arrived 3 hrs and 15 min before scheduled flight- he said “it should have been 3 hours, you were there 20 minutes before. If you can prove me otherwise, let me know”. I never experienced anything like that in my life. The worse customer service agent ever, but I’m sure he is aligned with the company’s culture.
Experience date: 1/29/24 ET

Decolar, como é conhecida no Brasil, tem o pior atendimento ao cliente do mundo. Remarcaram minha viagem, mas não completaram a transação. Cheguei no aeroporto hoje e os agentes não conseguiam fazer o check-in- pediram que eu tentasse ligar para a Latam e agência. Dois serviços absurdos! Agentes da decolar continuavam a desligar o telefone e dizer que não havia nada errado com a reserva- até o agente tentou explicar. Erik, um dos agentes foi o mais grosseiro e condescendente. Me acusou de ter chegado atrasada no aeroporto apesar de ter chegado com 3 horas e 15 minutos de antecedência. Perdi o voo e o dinheiro e o Éric continuava a dizer que cheguei 20 minutos antes do voo. A agência não permite que falem com um supervisor, “você terá que falar comigo, não o gerente” dizia o agente, e “se você tiver como provar que chegou com antecedência, pode me contatar de novo” Que tal se eles consultassem quantas vezes a reserva foi acionada no aeroporto de Boston? Um absurdo de serviço, mas o agente deve ser um reflexo da cultura e perfil da empresa.
Data da experiência 29/01/24 horário de NY.

Worst experience ever. Run away!!

Cannot change the currency to British Pounds. The only options given are US dollars and Brazilian Reais.

If you don’t have Brazilian Card, avoid!!

I’ve booked my trip to Recife using their page but as I needed to change the date of the trip, I used their system to request the change and pay the fee but their system did not recognise any of the 5 UK cards I’ve tried.
Open the customer service chat and after over 1.5 hours trying to explain what I’ve needed the CX simply told me to either call their Brazilian number or open a complaint.

I’m still lost on what to do to change my flight!

Flight was cancelled, but this company did not warn me. They did not want to refund my payment and I had to sue them. Of course, I won.

On June 13th 2022 I attempted to book a trip to Natal for the end of June. Reservation number 998777202900. I booked the reservation on june 13th at 2:17PM Sao Paulo time. An hour later at 3:14PM I received an email stating that my reservation was canceled. When I checked my Amex transaction I was surprised to see a charge of $651.22 CAD / 2,467.58 Brazilians rials.
Upon waiting another 48 hours in goodfaith, the charge still remained. When speaking with assistance from Decolar, they gaurunteed that I would receive the refund in 7 days (I have emails to prove). It has been 16 days as of today and I have not received my refund. When contacting Decolar again support garunteed that my refund would be there by the end of my bill cycle (response on reclame aqui).
Then I waited for the end of my bill cycle to arrive on June 26th, and still no refund. I have now been forced to contact Amex so that they understand that I am not liable to make that payment. Since I have a perfect credit score I leave no debts at the end of the months. I have now payed my Amex statement in full, but I continue to see the ridiculous charge from Decolar for no service.

If you require any proof please request so and I can provide.

Thank you,

My parents were supposed to go home from sweden to sao paulo 2 days ago, but when they got to the airport there was no ticket in their name. the reservation was there but not the flight ticket. It turns out that the agent making the reservation did something wrong (wrote A LETTER WRONG!!!????) and the ticket was not made correctly. They admitted to the mistake and said that they will be rebooked on a new flight. It has now been MORE THAN 48 HOURS we have called more than 20 TIMES and talked to 20 different customer service people and they have still NOT BEEN REBOOKED. They all say that all we can do is wait.... and a new ticket will come to the email.... I CANNOT FOR THE LIFE OF ME UNDERSTAND HOW THIS IS POSSIBLE!!! I will never book a flight with them again! I am so upset! :(

Scammers don't use and avoid for all costs. My wife fly was cancelled two times because of covid she was asking for refund but they told her that she can only take voucher and book different dates. Yesterday she was trying to book again and they asked her for the same money as displayed on the website for ticket even that she already paid for one. When she said that can't afford that much and want refund was told that she won't get full refund and they will find out within 72h. Ridiculous

Do not buy from them in any circumstances! Had my flight cancelled and offered an alternative that I accepted, but never had the confirmation or boarding pass. Each time I called them (what is a nearly impossible task itself) they said I was booked to a different flight, but gave me no actual confirmation by email.
The issued was only "solved" after making a public complain, when finally, they offered me another flight, that I, again accepted. But it was it? Of course not. They gave a boarding pass to a completely different flight, at a time I could not go and I had to cancel the entire reservation, as it was the last day that I could receive a refund.
After all of the stress and hours lost at the phone, and having to buy a new ticket for my trip with another company, I find out they give themselves a whole YEAR before giving back the money.

This company used to be good, but now is awful, unorganized, communication is very poor, people on the phone just want to get rid of you without giving you a real solution.

Just not worth it, buy your tickets directly from the airline's website and save yourself a lot of money and stress.

They are a scam. Do not buy from them unless you want to be robbed.
My flight got cancelled in July 2020, due to covid, the airline company refunded the ticket on November 2020. And until now February 2021, they did no refund me. I tried to call but no answer.
Be aware. THEY ARE A SCAM!!!!!

I never buy a ticket again with Decolar. It is the second time they have canceled my flight and have given me no other option. Communication with them is almost impossible, it's been two weeks since I called every day and I can't talk to anyone, just stay on the waiting music. They lost a customer for good.

They won´t answer the phone! My husband has tried hard, he stayed up to 3 hours waiting on the phone and there was no customer service at all. My 14 years old daughter was supposed to travel on november 17th, but she couldn´t go because she was traveling by herself and this is against the company rules, but Decolar allowed to buy the ticket even knowing her age. Now I am trying to book another date, but only Decolar can do it. The problem is that we can´t reach them!

Bought a vacation package for me and my family before pandemic time. We had to cancel the trip and rebook the trip and that's when the nightmare begin. A package for 5 adults and 1 baby can't be booked again because Decolar never answer the phone, never get back to me and I am about to loose all the money.
Call center don't help at all, they put you on hold for about 1 hour and hang up on you. TOTALLY UNPROFESSIONAL. NEVER USE THIS PEOPLE AGAIN AND WILL NEVER RECOMMEND.

=) all good, lots of cheap airline tickets!

Is the worst company. I made several reservations with them and actually with de COVID-19 situation they didn't contact me and they WON'T give my money back.
Is a shame.
I wonder one day, they will bankrupt. they lost a client.

EXCELENTE.

SÓ FAVOR ALTERAR O NOME PARA MARCELO FLAMARRION BEZE PENA.

** FLAMÍNIO ANTONINO PENA(MEU PAI - IN MEMORIAM)

PATRICK DE SILVA SANTOS

The worst of the worst. Rebooking is not possible, they provide wrong reservations codes and are not reachable via phone. NEVER AGAIN

Excelente site! Bons descontos