written by Lellie-May on 04/01/2014
My partner and I booked a holiday over the phone with Holiday Genie in. We confirmed dates, times, flights, board, money. I paid over £300 over the phone as deposit. I was told to expect an email with the invoice of payment and holiday details.
Three weeks later and no email with invoice, I phoned again. I was told they cannot send the original invoice. I was told they would send a new one (which still has not been received). They quoted the original information over the phone but I was quoted different dates and a different price. When I questioned this I was told they cannot get dates wrong their end and I was at fault. They promised to send me the invoice but with the date of this phone call on. Unimpressed I hung up and waited.
I've received balance reminders every couple of days from them but I’m not inclined to pay any more money until I know I am getting something for the payments. At present, I still have no confirmation of the holiday. They must have my email for me to be receiving balance reminders.
My partner and I have sent over 10 complaint emails on different occasions to the company, none of which have had a response other than an automated email.
I called again in January and for the first time there was a manager to speak to. Apparently the only manager. He was less than polite, and called one of his colleagues an idiot for calling my partner the wrong name. Who’s to say they have names spelt correctly for flights when they have failed to send an invoice and holiday details to me. No apology from the supposed manager. But an agreement that within 24 hours he would call me back with an explanation of why we have been ignored, and he would send over an email immediately with the original invoice in.
It’s been 26 hours & no phone call, nor an email. I can't say I'm surprised. Without the original invoice they cannot confirm my ATOL protection certificate and this therefore breaks their agreement with the civil aviation authority.
This ‘should be simple’ holiday booking has turned into a nightmare and I have lost over £300 for what is their fault. No invoice, no details of what I have booked, and only once in the last three months have I managed to speak to a manager who was rude & unapologetic.
I’m already having a nightmare with this holiday company because they are not trading lawfully. I do not want anyone else to go through this in the future & It would be a blessing for this holiday company to return my money and stick to their agreement with the CAA.
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