First Choice Review

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First Choice
1.7 stars
Average rating for this product is: 1.7 out of 5

From 5 ratings and 92 reviews

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Guest's Review of First Choice

1st Jun 2009

Overall Rating

2.5 stars
  • Value for money
    4 stars
  • Customer Service
    1 stars
  • Have you booked through this tour operator before?
    Yes
Good Points

Friendly hotel staff, good locations good value for money


General Comments

I find the hotels are usually good esp. for families and the all inclusive hotels are usually good value for money. However, there is a problem with customer services not the people but the procedures. I find the customer services for first choice in England are really bad. I had reasons to make a complaint as myself and other holiday members became ill whilst away. It took only a couple of weeks to receive acknowledgement letter (although the date on their letter was dated before my original letter was sent, so obviously it was not personal) It then took another six months before they even stated to make enquiries. I filled in all their forms and requests. (They asked me to pay for a doctor's letter which I refused, as if they are responsible for all illness cases they should be held liable for any fees as a result) Again I sent this off and did not hear back for more than 6 months. After sending another letter chasing the matter they did offer me a "settlement" which I accepted in writing. Again I got anything back.
The legal services number is only open 2pm-4pm Monday to Friday but I found even these hours must be too much for them as they were switched off more often then on. This means the lines are often not on for days on end - How you meant to reach your contact?
I rang round customer service who informed me they could not help as they don't deal with such issues. I spoke to the branch where I booked my holiday from - again they can't help as if the original complaint was not logged with them they are not allowed to chase it up. The whole procedure seems very poor. However I did eventually get hold of my contact in legal services who informed me I had sent my acceptance letter to the wrong address- So how come the address was printed on the letter they had sent me and they had received my other letters?
I found most people were polite

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