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★☆☆☆☆

“Will never use again”

written by 12Cannon on 14/06/2017

Booking my trip through STA was the worst mistake I have made.
Firstly, after paying all of my balance for my trip to South East Asia, I received a call from the branch manager saying I had to pay an outstanding balance (I was not aware of this as I had paid everything which I did explain). I refused to pay and was then told my entire trip including flights would be cancelled if I did not pay. I explained I wanted to speak to the agenct I was dealing with before anything else happens, and I did so this the following week to then be told it was their mistake and no changes have been made. No apology. I can't help but wonder if I paid what was asked then would I have been refunded following your mistake?!
I the best landed in Thailand, and to my surprise I had no transfer booked after being assured this was booked and paid for. I then contacted the STA office in Thailand via the 24 hour helpline to then be told they could not access my details as I had booked in the UK. So what's the point in providing this 24 hour helpline if they cannot acces my details! I the new made my own way to my hotel after incurring a £50 charge on my phone bill no thanks to STA mistakes to THEN be faced with an email apologising that my transfer wasn't there and that they had organised another for me (too late now as I was at my hotel after quite an ordeal).
I booked a 30 day tour with STA, and was told this overall price would also include activities etc, excluding only alcohol and some meals. Again, this was not accurate as NO activities at all were included. I paid close to £2000 for a trip that was supposed to be inclusive of activities etc but instead I spent even more money to participate.
I feel that STA feed you the information you want to hear in order for you to book with them. When the payment is done, they offer absolutely no help to you at all. To add to the frustration, a significantly number of people on the same trip as me agreed this was also their experience. With those who booked with the event organisers directly (G adventures) they were able to report a MUCH better experiences, as well lower cost, significantly better customer service and overall better experience and likelihood to be a returning customer.
Overall EXTREMELY dissatisfied with this service and such a trusted name actually being unreliable, and in fact untrustworthy. I continue to assure friends and family that they should not, under any circumstances, book with STA. luckily my influence has helped others with saving money and planning trips and I will continue to voice my experience.

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