Good value, customer service could be better

We decided to go on our first 'All Inclusive' holiday but wanted 4* or above. We have 3 children, so there aren't many hotels that can accomodate us. We found where we wanted to go, Elba Sara Hotel, Fuerteventura, by looking in the brochures, they had conneting rooms for 5 with sea view, then to get the best price. The brochure price with a major tour operator was about £4500 for half board. Broadway Travel came out at £3300 for All inclusive, which included Monarch Flights (20 Kg luggage each) and transfers.

I paid the deposit of £1100 in Feb 11 and the paperwork arrived a few days later. There was a slight mix up over the £1 debit card fee that I was charged twice when I paid my deposit, but this was sorted out.

I paid the balance about 6-8 weeks before and was told I would get my accomodation voucher and transfer details in a few days. These didn't arrive and I rang a further two times before they were sent out.

A letter said that if my flight numbers started MON then I need to complete the online Advanced Passenger Information. As mine were ZB I thought that didn't apply to me. I went onto the Monarch website and put in my details and was required to fill in API. Good job I checked, Monarch flights are MON and ZB.

My flight details stated I had to collect my flight tickets from the Cosmos rep at the airport, but when I got there and went to the desk I was told just to go to the Monarch check in desk with my reference no. as Monarch didn't have tickets. We simply took the reference number that we had to the check in desk without any problems.

We have just got back from our holiday and everything went smoothly and we had a great time.

Overall I would book again with Broadway Travel who are ATOL and ABTA bonded (I checked them out before booking on ATOL and ABTA websites), mainly because of the huge savings but you have to keep on the ball with their customer services.