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★☆☆☆☆

“APPALLING CUSTOMER SERVICE”

Written on: 06/03/2013 by reeang (1 review written)

I wish I had come across these reviews before booking. I made my booking on 15th Feb. Waited three days before receiving booking confirmation docs. Spelling of second traveller's name was incorrect and had to advise superescapes to amend. This was duly done, and decided to call them to pre-book flight seats. This was absolute torture, I had to explain to the operator six times what I was trying to do (I presume this is an offshore outfit?), who in the end advised it would cost £25 per person return. I asked if I could choose my seating and advised this wasn't possible. In the end I telephoned thomas cook, who advised I could do this online, which I did and it only cost £15.00 return per person.

We then decided to upgrade our hotel room. Telephoned superescapes, confirmed room type required, and paid the additional fees. Two days later received an email which said please find attached updated docs re flight, hotel voucher etc., these were exactly the same as original set of docs sent to me. I emailed back to query why I hadn't received confirmation of upgrade and no mention of in-flight meals, which I was told was included at the time of booking. I have emailed three times for this information, contacted Hays travel also, who promised someone from customer services would call me and have heard nothing.

I have threatened to get in touch with ABTA, as I feel they shouldn't be allowed to act as travel agents. I have previously booked online with direct holidays + others, and never had a problem.

I was so looking forward to my holiday in May, but now have this fear of doom!

If anyone has any advice as to what I should do, please let me know.


Angie