Bad Customer Service

★★☆☆☆
1.9
25.0% of users recommend this

Guest's review of Jetline Travel

“Bad Customer Service ”

★☆☆☆☆

written by on 20/07/2011

I am not one to complain about things often and usually the kind of person who finds the positive in every situation....but Oh, My, God!!! Firstly, the budget price I began with mounted three times due to aditional fees for baggage, and for decent flight times. The other flight times offered as part of the budget price were cutting a four day break into 2 days, due to daft flight times> Furthermore, I recieved a call from my bank the following day due to numerous payments taken from Jetline - they charged me twice! This was rectified after talking with the agent for over half an hour (paid telephone line) to explain to this to them and try and get a refund. They didnt appear to understand anything I was saying! Jetline Travel promised a good value 4 star hotel and gave us this:

On arrival (and after some ka-fuffle behind the desk to find our booking) we checked in to a room that was quite small and had a derelict view from the balcony and a large extractor vent-type thing as the key attraction. The room smelt of damp, the curtains, bed linen and furniture were dated and the bathroom was what you would expect in a bed sit or youth hostel. We were moved to another room, slightly better, front facing - which you really should request, and slightly larger. Bathroom was slightly better, but there was still an unclean smell and a dampness. We loved the pool area on the terrace, so proceeded to spend the day there and a short walk into Bugibba square and beach.
We hurried back to the hotel in time for dinner and was quite looking forward to it, as the hotel had suggested smart attire due to the nature of the restaurant.
We arrived at the hotel buffet.....it looked like something out of Fawlty Towers - grey, uninviting and almost hospital canteen-like. Well, we thought, musnt judge a book by its cover, lets see what they have to offer. Dried up fillets of fish (been sat there since the opening of the buffet with no refresh), curled up salad, chicken sitting in a pool of grease, boiled cabbage and boiled sweetcorn....NO JOKE! Dessert consisted of a purple blancmange with berries in it, a gateaux, that looked as though it had been sat there a while (cream tasted luke warm) and the piece-de-resistance a custard tart that tasted like soap - as if some of the dirty dish water had fallen in the mix!!

On requesting we change our board from HB to BB - we were told by the hotel that we could, but we would not recieve any refund for the food we had paid for as we hadnt booked through them. We were asked to take this up with the travel agent. We then ate out for the subsequent nights and had a ball and some really great food just doors away!! - although we are still out of pocket.

On return I have written to Jetline travel as well as The Hotel Santana - no responses from either regarding any sort of refund or even acknowledgment of the complaint.....

I believe Jetline use Low Cost Beds and other budget providers....my guess is they will pass me off to them, just as the Hotel passed us off to Jetline. Quite infuriating.. :(

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