Not good customer support

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ColinUK's review of Broadway Travel www.broadwaytravel.com

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“Not good customer support”

Written on: 04/06/2014 by ColinUK (1 review written)

We came back from Holiday in Majorca and to be fair the sales support was excellent but after you book you have to speak to customer service and hold times are a joke. First day waited 25 min and hang up and second day after 18 min called the sales support line and no surprise was answered right away. The phone system is a joke.

Secondly was not made aware that the 10 kg allowance was hand luggage and not in the hold and would be great if they explained that to try help there customers out and hopefully they become return customers.

It's a shame as you staff are lovely but spending another £70 on bags was not necessary and you should explain this better.

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Broadwaytravel's Response to ColinUK's Review

Written on: 11/07/2014

Hi there,

Thank you for your feedback and sorry for the delayed response.

I am pleased the booking process was smooth and I hope you enjoyed the holiday itself. However, obviously we are disappointed to see such a low feedback score due to the after sales time issues and baggage.

Unfortunately due to the time of year and the sheer amount of clients travelling in the summer season, unfortunately the after sales lines do get busy with different requirements for clients bookings. We do work as hard as we can to reduce the wait time and have introduced an online chat facility to avoid clients having to sit on the phone waiting to speak to an agent. Unfortunately you will find this issue no matter which company you call within travel, its the time of year im afraid, but we are doing everything we can to improve our services and help clients with a smooth and efficient after sales service where possible.

Unfortunately the cost of the hold bags are not our decision. We as your agent work hard to find the best deal for you as an overall cost with what you require included. Whist £70 is a lot of money, there may have been a flight with an airline that charge £40 for a bag, but their actual flight cost may have been £50 more expensive making it £20 more. The sales team will take all aspects into consideration when finding you the best available deal at the time and offer that to you.

If your happy to advise me of the reference I am more than happy to investigate the 10 kg allowance issue. Staff follow procedure and that involves advising you of your allowance so this should not have happened. Once I have the reference I can investigate and if needed additional training will be supplied to the member of the team that dealt with your booking.

Once again I hope that the issues mentioned did not stop the enjoyment of your holiday and that you may consider booking again with Broadway Travel in the near future.

Best regards,

Broadway Travel

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Colinuk's reply to Broadwaytravel's Comment

Written on: 14/07/2014

Thanks for your response and understand the points you brought up and will use you guys again.

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