Never Again

Where to begin...

I booked a 3 night stay in Rome with them for two reasons, 1) I was intending to propose to my girlfriend in one of the worlds most romantic cities and 2) out of other companies they had the best deal.

The price went up when we originally went to book, so I went through your call centre with a rep called Carl - 01342305601 2083 - who booked everything for us.
The best part of the deal was, that with the early morning flights departing and the late night flights returning, we got 4 whole days in Rome for £400. We were very specific on the flight times and Carl repeatedly assured us is it was the flights we wanted: depart Ciampino 22.05PM Arrive Stansted 23.55PM

Things looked fine up until the 12th September, 4 days before we were due to fly. I noticed that our return flights were stated as 10.05 - 11.55. I queried this with a member of your call team who said we were due to fly home in the AM.

We lost 12 hours

We were told this was our fault but as a gesture of goodwill, a manager would listen to our original call with Carl and phone us back.

they never did

So I called again, got through to another chap who said there was only 3 managers at any one time and none of them knew nothing about my issue and wouldn't do anything today. He advised we go on the holiday and he'll give us a refund when we're back. I stated that yes I would accept the refund but you've still messed up my holiday/proposal plans. He said he would call back before 7pm.

they never did

I called again and again to get through before your closing time of 17.30pm and managed to get through to a young lady, obviously very irritated by this point I asked to speak to a manager and the rep...

... HUNG UP ON ME.

So I called again but they had closed so I spent 20mins on hold for nothing.

Saturday Morning: the day before we depart, as soon as 9am rolled round, I was back on the phone, got through to a guy called Andy who was adamant throughout that it was our problem and lowcostholidays would do nothing, Also there seemed to be no note of my phonecall with the rep who offered a refund and I was soon instructed several times that this is not a possibility. I even said it has wrecked my proposal plans, as now instead of celebrating after, we have to go back and pack ready to leave. He pretty much said he didn't care. And that since we were out of the 48 hours period nothing could be done and it was our fault.

So we were defeated.

They put us on the wrong flight
We lost a day in Rome
We paid for a breakfast we were not going to get.

They said and I quote "We if you want to shout and complain, do it in an email"

They messed up badly, what else could go wrong?

Oh yeah, THE TRANSFER DIDN"T TURN UP & LEFT US STRANDED AT THE HOTEL WITH 2 HOURS BEFORE OUR FLIGHT

We got the confirmation through the Resort Hoppa App, as it stated to do, albeit it cost us 10Euro to use wi-fi at the hotel and it clearly said we would be picked up at 06.35am wednesday morning.
7.15am came round and still nothing. So we decided to call a taxi.
Heres the fun part, this then led to me having to leave my new Fiance with all the baggage, standing on her own in a foreign country while I had to dash about looking for a western union money exchange or a bank with only 30mins before the taxi arrived. Luckily found a cash machine but Not only did this incur £6 of charges plus the £40 withdrawal.

Running on cobbled streets left me with a swollen ankle and left me off my feet for two days.

This is the exact email I sent them over a week ago and guess what

they never got back to me

So I Stress Just Dont Use Them !!

I much prefer paying the extra to go with a good, trustworthy and caring travel agent.