Total lack of 'customer service'!
Booked a tour with a company that out-sources its flight bookings to SST. Stated from the off that I needed extra leg room seating on the flights due to my height, and even did their research for them and suggested seat rows/numbers that would suffice.
Had to chase up the company after two weeks as heard nothing about the flight booking as the 'contact person was on a tour herself' !
Told the flights had been booked - queried the extra leg room had been done - NO! Suggested they contact the airline to add it on, but they didn't seem able to do so. As I can't physically fit into normal airline seats and this was going to be a 10.5 hour flight, I had the choice of cancelling the holiday (and not getting a full refund) or getting another company to book a different airline (at additional cost to me) and ensure the extra leg room was booked.
SST advised they would reimburse me with the cost of the flight - £300 so that I could book it with the other company. I agreed to this and about 2 or 3 weeks later the refund finally went into my bank account - £60 less than they agreed as they were 'keeping the difference to pay for the transfer' from airport to hotel.
On arrival at the destination airport, there was no-one to meet me as (I subsequently learnt) SST had advised the incorrect arrival time, although they had been advised of the correct time. This meant I was a lone female in an airport in a foreign country without any knowledge of how to get to the hotel. Luckily a local lady I had met on the flight, kindly put me in touch with someone who could help, and I was finally collected from the airport about an hour later. This was not a good start to my holiday when I was tired and stressed.
To date, I've had no communication from SST - not even an email to apologise for not booking the extra leg room seats; going back on their word of how much they would refund me; nor getting the airport transfer collection time wrong.
I would never consider using them the future.