written by Kaseys224 on 22/04/2020
Holiday cancelled on 17th March but total refusal to refund money or issue credit. Eventually after lots of attempts to contact them they now tell me to use insurance claim. When that fails they will consider a credit note. No attempt to follow the LAW and repay money owed for a cancelled package. Avoid these illegal pirates at all cost.
written by DaltonLawson439 on 15/04/2020
No refund due to CVD 19. Eventually got my full credit via dispute form via credit card. Will NEVER deal with Fleetway again Customer Dis service is supreme Once bitten -- twice shy applies AVOID. Our holiday with Trailfinders was refunded 100% no problem. Fleetway are nothing but hassles yet have £6m in reserves according to Companies House last 2 years accounts. They deserve to go bust.
written by JimNeary on 10/04/2020
This Company cancelled our holiday by email a month before we were due to travel (not till 25 April) due to Coronavirus. Fair enough. However, they referred us direct to our Travel Insurer. I believe this breaches the Law. Our money - paid to them only last month, will not yet have been paid on and should be held in trust. Our options - under their own Terms & Conditions (our contract), industry guidelines and legislation should include a full refund. Try to contact them - impossible. Emails also ignored, no paperwork (e.g. cancellation invoice) provided. I appreciate this is an unprecedented situation, but other Companies in the same situation are complying with their obligations and not exacerbating an already fraught situation for customers. They don’t deserve to survive this crisis - and I suspect bankruptcy will Ultimately be declared and all our money lost. Then they can open up under a new trading name. ABTA are a waste of time - see their website - they are also uncontactable. DO NOT BOOK WITH THIS COMPANY.
written by NikCox on 27/03/2020
It's true you can only judge how good a company is when something goes wrong, this is certainly true of Fleetway our holiday tour of Jordan was cancelled the day before we were due to leave, at which point it was too late to rearrange so we asked for a refund, this was refused despite numerous emails and phone calls to their sales team all we get was a possible offer of a credit note. We asked to reschedule 2 weeks before the FCO advice not to travel was issued and were told no even though i'm sure they were expecting the worst due to Corona Virus. Had they offered a credit note at that point we would have taken it, having witnessed the current shambolic situation at Fleetway I would not be surprise to see the company fold along with our £4000, you cannot EMail anymore and the phone lines just ring out until you give up. If they survive DO NOT BOOK WITH THEM as in a CRISIS they are invisible and don't deserve your custom
written by Housevo90 on 23/03/2020
Fleetway cancelled my weekend in Budapest and sent an email saying "contact your insurer". No offer of a refund of my £1,400. After numerous attempts and hanging on phone eventually spoke to someone. After pressure,rep agreed to look and see what alternatives were available. Promised to get back to me. I've heard nothing, and can't get hold of them. Website shows "error" and phone rings and rings and then shuts off. Great customer service! Will never use them again - assuming they're still operating, of course!
written by KysonWilliamson491 on 22/03/2020
WE HAD 4 PEOPLE SCHEDULED FOR A TRIP TO ITALY IN APRIL, FLEETWAY REFUSES TO REFUND OUR FULLY PAID TRIP. THEY HAVE PAID OUT NOTHING ON OUR BEHALF FOR THIS TRIP, AIR, LODGING, TOURS- NONE OF IT TOOK PLACE YET THEY ARE KEEPING OUR MONEY! THEY WERE DIFFICULT TO COMMUNICATE WITH EITHER THRU EMAIL OR PHONE CALLS, DIDNT ANSWER THE PHONE DIDNT RETURN MESSAGES THAT WERE LEFT AND SPORADICALLY SENT AN EMAIL WITH INFO. THEY KEPT ALL OUR MONEY AND DID NOTHING FOR US AND IM SURE THEY KEPT A LOT OF OTHERS TOO. WOULD NEVER RECOMMEND THEM TO ANYONE, THE DEALS MAY SEEM GOOD - BUT WTH IF YOU DONT GET THERE AND THEY KEEP YOUR MONEY WHAT GOOD IS IT? THIS WAS A ONCE IN A LIFETIME OPPORTUNITY FOR US AND NOW THAT THEY WILL NOT RETURN OUR MONEY, I KNOW WE WILL NEVER GET TO DO THIS AGAIN.
written by William181 on 18/03/2020
Fleetway, despite all the promises and T&Cs on their website, are trying to duck out of paying back for holiday cancelled by virus travel restrictions to Italy. Easyjet will be refunding them when the flight is cancelled. The hotel advise me that they haven't actually been paid at all. Fleetway are merely referring customers to their own insurers despite their legal obligations under Package Holiday regulations. It strikes me that they are trying to make money out of the Covid19 situation. ABTA complaints procedure requires that Fleetway have 28 days to respond to complaints by which time the accumulated refund claims will be substantial and land at ABTA's door and Credit card companies whilst Fleetway owners could disappear with funds.
written by McKeedy111 on 17/03/2020
Dont book with them Nonexistent customer service Omg, they stole my money and did not provide me with a trip. Covid 19 caused my trip to be canceled. They are not responding to my emails so i am out all the money. I cant even say they have poor customer service, their customer service is nonexistent.
written by PranavMcFarland on 14/03/2020
One star is too many If i could rate them zero, i would. One star is one too many. I have received almost nonexistent service from customer service. I have emailed and called several times since united cancelled flights to italy. I have not received any callbacks and not had information passed onto the relevant person. They are refusing to refund my vacation money following government banning travel to Italy and united airline not flying there. HOW CAN I GO TO ITALY IF UNITED IS NOT FLYING THERE? This is considered as a major cancellation reason in their terms and conditions. They are violating their own terms and conditions with a 'because we can do what we want' attitude. They offered our group of 4 a credit note for 2 years or claim through my insurance. Well we cannot travel again as a group until 2023 and our insurance claims the corona virus is not a valid reason for a claim. I am contacting small claims court and researching other avenues to try and get our almost 8000dlrs refund. DO NOT USE FLEETWAY.
written by kirstenpartridge on 11/03/2020
Awful service from the management and customer service teams. I have requested their complaints procedure 4 times, not received any callbacks and not had information passed onto the relevant person. I have chased via email and phone constantly. They are refusing to refund my holiday following government advice not to travel to Italy. This is considered as a major cancellation reason in the Terms & Conditions. They are violating their own Terms & Conditions with a 'because we can do what we want' attitude. They suggested that I have a credit note for 2 years or claim through my insurance. I have raised small claims for court to get my money back and lodged a formal complaint to ABTA to investigate further.
written by Kj300 on 20/01/2020
Jasmine Palace has an overall pleasing appearance with grass and flower borders.I particularly enjoyed the large outdoor heated pool. The beach area is clean and pleasant.There is a pier into the sea which makes an enjoyable walk,noticing the many varieties of fish.I found the large buffet restaurant had a good variety of meat fish and vegetables and fruit. We had a very enjoyable holiday.
written by Tommy1946 on 10/12/2019
What should have been a holiday to remember it was, but for all the wrong reasons. No show from transfer coach company Until 2.5 hrs after arrival. Food the worse we have ever tasted and this was the same in all five hotels. Guide who knew nothing and smiled a lot to compensate for her lack of knowledge. She recommended that we visit the Egyptian Museum in Turin. Well we did and the queue was all along the block. Would have been impossible to get tickets for our time span. A Local Guide said it is always the same every day and need to book on line. Why did she tell us to go?Various Excuses for bad food eg traditional Italian!!! No it was not!! Wine tastings gradually got worse as the tour went on until the last one was a complete joke. Should have been three tastings but turned out to be one which was a thimble full then back on the coach for another three hours. Last hotel was the nicest but the food was bought in for the night from an outside source and was still frozen. Nothing to do with the hotel. No more Fleetway holidays for us. They really should do their research before hand.
written by 310Dean on 05/12/2019
Visited Iberostar Playa Pilar in September 2019 we booked this 12 months ago and were told this was a 5 star luxurious resort and gastronomic experience and is being advertised as such currently. We certainly had an experience but it was not gastronomic .... Many aspects of the hotel were poor the hotel is not very old but very run down in places and some of the facilities were not available or just closed. Extremely disappointing AI with food and drinks being very basic. No lemonade, orange juice or tonic and cocktails were premixed in jugs. The, same cold repetitive food which was left uncovered and reheated and this was also served up in gourmet restaurants. The cleanliness, health and safety at the resort was extremely poor considering this is an Iberostar hotel and most of the photos are nothing like what you will experience in this resort. Lots of hazards around the resort especially communal areas especially boardwalk paths. Plenty of insect infestations within the food areas, grubby looking chef uniforms and footwear. The main restaurant closed after 7 days due to a cockroach infestation and all meals were then served in the small beach bar with even more uncovered food, flies and cross contamination of raw and cooked meats and fish. The salad and fruit was just crawling with flies. The standards are well below expectations in terms of housekeeping no hand towels, bedding / towels were changed every 5 days, room not swept, dirty plates and cups stacked up in corridors and left for days. Limited toilet paper, minibar not stocked with water or soft drinks.TV or phone did not work in room. Pools and beds were grubby. There was a pool towel shortage during the 2nd week with no towels between 10am and 4pm. The communal areas were unpleasant especially the theatre and outdoor toilet areas. The entertainment was non existent and as the hotel is very isolated so if you like lively this is not the place to come. The service was generally slow and staff expected tips for everything which we found frustrating as service was not very good and was not worthy of tipping that frequently or at all to be honest. No self service area for drinks at mealtimes resulting in long waits. The whole experience was unpleasant and brought to the attention of the management they remained uninterested and unresponsive.
written by Nana472906 on 05/10/2019
Recently returned from Magic of Southern Italy tour with Fleetway. 140+ in group, Not as described by Fleetway when I booked this holiday. All hotels were changed, supposed to be **** but some hotels were clearly not, and there were lengthy queues at hotel check in. Food was of a very poor standard in the Hotel Montana Sant Agata, we were served Instant mash, tinned peas and two slices of meat for dinner. The next night we ate out. Church Palace hotel in Rome was seriously under staffed, with only two waiters at breakfast, tables were left uncleared. My room had no electrical sockets to use. Staff need some lessons in customer service too. When I asked if there were any sockets to use I got a one word answer - No On the overnight ferry from Naples to Sicily, it took over two hours to get to our cabins, queueing on the lorry deck inhaling fumes from all the vehicles. One lift in operation carrying 3 passengers at a time to the upper decks. Very disappointed with how Fleetway organised this tour in conjunction with Italuan tour operators.
written by DominiquePenn on 03/10/2019
I was booked into castello di baccaresca for september 24 2019 after arriving into rome to find out there was a hydraulic problem at the hotel and i did not have my 2 rooms. Fleetway did move me into another hotel but this hotel did not meet the standards of what i paid for in my package deal. Relais la corte di bettona this was a beautiful hotel the view-the rooms-the service outstanding. Will i use fleetway again to book a trip probably not
written by Sydney205 on 30/09/2019
We booked a holiday in Umbria that was offered as a package through Fleetway. The first thing that happened was we had to pay extra to upgrade to a superior room. When we arrived at the hotel, although the hotel was very pleasant, we were assigned one of two rooms in the basement. There was no view of the beautiful Umbrian countryside, just a view of the gravel service road behind the hotel. Because this package deal was very affordable, I just guessed that was how the hotel dealt with us. The hotel in Rome was so far from any of the tourist sights we had to either take a taxi or ride public transportation. The metro was more than a mile and a half walk from the hotel. Fleetway gave me two separate flight confirmation numbers for my husband any myself. This creating a great deal of problems. I've never known a travel company to book two people traveling together on two separate flight confirmation numbers (if booked at the same time).
written by Gweng57 on 24/06/2019
Fabulous holiday from start to finish. Highly recommend Fleetway Travel for their choice of Holiday offers. From leaving home to returning a week later everything went to plan and transfers all there waiting for us with no hassle! Great! Can’t wait to return next year !
written by Coxy62 on 19/06/2019
We stayed at Hotel Zaro in Ischia at the beginning of June. I was concerned about travel arrangements to the island but not a problem and all transfers on time and well organised. The hotel had beautiful grounds and swimming pools in close proximity to the beach and a few restaurants. Our room was modern, clean and in a quiet relaxing annex area of the hotel. The main hotel is a typical old fashioned Italian hotel, well kept and well run. The food at evening meal was of good quality and quantity with four courses. The breakfast was average as not an extensive choice but more than adequate for our needs.
written by SuziPhillips on 17/06/2019
We booked a holiday to the hotel Parco delle Agavi in ischia. We made our booking by phone and the staff member was polite, helpful and friendly. The small but lovely hotel is in Forio. 10 minutes walk from the beach and town centre. It was my partners first trip to Italy and he was not disappointed. The transfer from Naples to the port was easy, driver picked us up, bought ferry tickets and showed us where to wait. At the other end we were met and driven to the hotel. Check in went smoothly. I cannot fault any of the hotel staff. The gardens were immaculate. The pools were pristine and the food was simple but fresh. The return journey was without any drama and we arrived back in the uk on time. Perfetto!
written by darkhouse1 on 09/06/2019
Stayed at Parco Delle Agavi hotel on Ischia. Transfers were very good and professional to the island from Naples airport. Only problem, was easyjet flight delay by 2 hours, which was not Fleetways fault. The hotel exceeded expectations, for the price we paid, including transfers and flights. Clean,, beautiful garden room, functional bathroom, plenty of hot water for showers. Traditional Italian food with good choice. Friendly helpful staff, who spoke good English. A free shuttle bus service, which was bookable, as the walk to Fario was on a very busy road. Will defiantly look at more Fleetway travel offers. Thank you.
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Dirttm's Comment
Written on: 15/04/2020
Too shouty when you use capitals.