They charged me a fee to process a change of dates I requested, but they never did make the actual change, which disrupted my family’s holidays…
They charged me a fee to process a change of dates I requested, but they never did make the actual change, which disrupted my family’s holidays…
Part of my family flew from across the Atlantic; two separate family groups, children and all. A total of four family groups, two in the Americas and two in the UK (that rarely ever meet, due to distance) had been planning this outing for months.
This was a once in a lifetime opportunity to reunite the larger family group and to get the children to know each other.
I will spare you the logistics, but on the day of the outing our arranged transport didn’t show up.
The agency had provided the name and telephone number of the driver the day before, so we called him. He was just as surprised as we were. He said he knew nothing about us or the company we had spoken to. Needless to say, this was very alarming, since we had paid well over £1,500 for this arrangement. This was very early in the morning and so there was no one else we could call in order to find any answers, but we did try.
At some point, with all four family groups sitting outside in the car park, we were finally able to speak to one of the managers to address the matter.
Despite all of the planning and despite the fact that the agency even charged me
£325 for the change of dates I had requested months in advance, the change was never recorded in their system. This change was important to us because it would allow all four family groups to join the trip. As a result of this overlook, one of the family groups had to miss the entire experience, and another one had to sacrifice many of their own plans.
The company did apologise and did address the issue, but the damage had been done. To add insult to injury, they did not even reimburse me for the change of dates that they never even carried out.
