Written on: 29/07/2013 by metal_hackers_mrs
firstly they took the money for a flight that was already full, so we had to swap airports and then get a hotel at that airport. they neglected to mention anything about luggage at the time of booking (having always used Thomas cook and had luggage included assumed this was the same) it wasn't until booking paperwork came through and it stated hand luggage only for 10 days! they then said the luggage would be £90 for 15 kg, I called Ryan air who our flights are with and they said it would cost £50 through them, however this is the real kicker..... they need the reservation number ( which after 3 Rd phone call to holiday gems I actually got) they also need the email address holiday gems used to book the holiday..... holiday gems refused to give us the email address. I argued that I am not paying £40 per suitcase more and that I want the information regarding MY flights and was basically told tough... its £90 each or no luggage!!!!
So far 4 calls and one woman put the phone down on me!
Customer service is terrible!
also just found loads of terrible reviews for this company on trip advisor!
As rated by real users
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