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“I have used Southall Travel on 4 separate occasions to...”

written by on 03/05/2010

I have used Southall Travel on 4 separate occasions to book tickets to India and they are always the cheapest, and never any problems. That's probably because I've only had to deal with the website and not had to call them!



However, more recently (September 2009) I used them to book a holiday to Dubai and they were just awful. I was very stressed right up until the day I was leaving! I called them up to book the holiday over the phone, only to find that the price and offer I saw online was no longer available, it was now £100 more! After expressing my shock, he went to see if he could get the price reduced and eventually I only paid £50 more than what was advertised on their website.



When I received the confirmation and itinery by email, I noticed there was a spelling mistake on one of the names (this was my fault I admit!) and I called them instantly to get the matter rectified. The guys said he would see if he can get this sorted for me for 'free' and that he would get back to me by phone/email. I waited 2 days and did not get any confirmation. I called them up this time very frustrated and angry and they said that I have to pay £50 to get the name changed on the ticket, I paid the £50 and they said they would confirm back to me by phone/email. Guess what I waited another 2 days! By this time I was so stressed and upset. ***No one should have to endure such bad customer service and the possibility that you will not be able to board the flight because one of the names is incorrect and you've tried your utmost to get this sorted!***



Anyway, I was getting no joy by speaking to them on the phone, and I knew that they had an office in Southall, so I decided to go in person to the office during my lunch hour (this was a day before I was due to travel, so you can imagine how angry I was now!) I managed to speak toa helpful lady who calmed me down and assured me she will get the matter resolved, and she was on the phone right away to the call centre (based in India) and checked all the actions that had been taken on my booking by the unhelpful representatives I had been speaking to. Finally, the name was corrected on the tickets and I was able to log onto Virgin Atlantic website and confirm the spellings right away. I was so relieved.



Sadly, if it wasn't for me having to go into the office in person, I don't think I would have boarded the flight the following day. Southall Travel nearly ruined my holiday! I received no apology no nothing from them. Even a letter to the manager was not addressed.



I think I will probably purchase tickets from them again (and check my spelling) but won't ever book a holiday with them again.



General advise is book hotels and flights direct, don't use a proxy or travel agent, it might seem cheaper but if something goes wrong it will go horribly wrong resulting in you paying extra's. I think I would rather pay the extra money by booking hotel and flights directly with reservations and airlines knowing that Iits easier to talk to them directly.



Stay away from travel agents!