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★★☆☆☆

“Worst customer service”

written by KazzieJay on 20/05/2014

I have just returned from a holiday booked via sunshine holidays.
Ryanair canceled our flight on 15th/05 at the last minute and we were offered a new flight on the 18/05, a refund or to fly to a different airport in Spain. Due to our holiday return date being 19/05 we took the flight to an alternative airport in Spain-Reus. I tried to go online and contact the transfer company sunshine provided us with which was not possible, transfers need to be made 24 hours before a trip and the contact number to ask for help was only available to call from a Spanish land line or mobile. I contacted sunshine holidays next and to ask for help with our transfer; Reus being a 4 hour journey from lloret de mar. I was told get a train. My partner then called sunshine from home to see if he could convince them help us and he was told there was nothing they could do, sunshine refused to contact the transfer company or contact the hotel to say we would be late, my partner was told Ryanair should do this as sunshine had nothing more to do with it.
It would have been reassuring to us to know when we eventually found our way to the resort that they would have received a call to say we were still arriving. It would have been nice to have some advice, on how in a country unknown to us, which trains and times, to get to the resort. Fortunately we had mobiles and i had my partner able to research trains and buses. The taxi drivers at Reus tried to rip us of saying no buses run and we want 300 euros to take you there.
The transfer company Resorthoppa used by sunshine are rubbish. The information given to us by sunshine said you must check your pick up time online no later then 24 hours before pick up. We did this it still said N/A. We called the emergency number which was an answer machine. It was not till 18 hours before pick up that it was announced online. My partner again called sunshine and at least this type they were helpful and told us to be outside the hotel at 3.50 am. We did this, the coach does not pick up outside the hotel!! Also why would they need to pick us up at 3.50 am for a 7.55 flight?!?!? I know why so they could take people going to Stanstead flying one hour before us to the same airport and do another run later and make some extra money! Sunshine are using a company which has no emergency number as their paperwork suggests and does not pick up where they state! All in all this is the worse service i have ever received from a company. Sunshine wrote on my hotel voucher 'VIP guests, friends of the director please take good care' I think this is just some joke or some rubbish they write on everyone's paperwork because they did not treat us well at all. Just a bit of help and reassurance for two girls trying to make the best of the bad situation, by traveling over 4 hours via bus, train and taxi in the middle of the night!!

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