Written on: 30/06/2014 by Bishopfk454 (1 review written)
We booked a holiday package to Dubai with Southall Travel. We enquired about a last minute cheap hotel + flight package but the agent managed to convince us into buying a more expensive hotel + flight package. As read in the reviews, the agent also hurried us into buying the package as he would not have been able to hold it and warned us that the deal will disappear/end within an hour. So we felt like we had to book it as soon as possible in order to not miss out on the deal. However, as an agency they failed to inform us that our booking will fall on ramadan fasting month and the restrictions that come with the fasting period. He told us about the "Tourism Dihram" charges where we'd have to pay 20 dirhams a day but he failed to mention that the biggest event in dubai will be going on at that time. We were told by friends and family that there are laws in place during the fasting month where we will not be allowed to eat and drink in public during the day. Within hours we called back to cancel our booking as we thought we had been cheated and bullied into buying the package deal. They said they can't do anything as the agent is not in and were told he'd contact us first thing in the morning.
As expected he didn't so we had to waste our whole day trying to contact him. Once we got hold of him, he passed our call to someone else and they passed on our call to someone else and it went on like this for 12 hours.
The agent still had the cheek to try to convince us to go. Not only the agent who sold it to us but also the "managers" we spoke to tried to bargain with us. Then after the "24 hour window" passed he said that we'd only get partial refund and would lose £700. That is a lot of money which would go down the drain. We did not at any point want to splash £2000 to be confined within the hotel for the duration of the holiday. We wanted to explore the beautiful city only to find out it is completely different during ramadan.
We were extremely oblivious to the fact that there are restrictions in Dubai during Ramadan and as a travel agency it was their duty to inform us so we could make the most of our holiday and especially as they are selling a HOLIDAY PACKAGE. But obviously their priority is the make as much money as they can and not care if they screw the customers over.
I've booked with them before but this came to me as a complete shock. They speak so nicely when they want to sell services and act as your best friends but as soon as you talk about an issue they turn into a completely different, rude and
We are due to fly next week. I really doubt we'll get any response or anywhere with the complaint.
IT IS THE WORST TRAVEL AGENCY I HAVE EVER HAD TO DEAL WITH.
DO NOT BOOK WITH THEM AND IF YOU DO MAKE SURE YOU GET ALL THE INFORMATION IN REGARDS TO THE HOLIDAY PACKAGE.
NON-EXISTENT CUSTOMER SERVICE DEPARTMENT.
you will only go round and round in circles!!