Poor Complaints Procedure When Things Go Wrong

4.4 / 5
94% of users recommend this

MacLeod394's review of Travel Republic - www.travelrepublic.co.uk


“Poor Complaints Procedure When Things Go Wrong”

Written on: 21/04/2014 by MacLeod394 (1 review written)

I have used TR countless times previously and been happy with the service. Recently I used them for both accommodation and airport transfers. The airport transfer was a disaster as I mistakenly ended up taking a private taxi rather than finding the pre-paid taxi I had booked. I did not discover this until I arrived at the resort and the driver charged me for the journey. When I returned home, I complained to TR about the very confusing procedures which had led to the mistake. All TR did was contact the transfer company who basically said I hadn't followed their verbal instructions (which I did not receive). They then closed the complaint. I re-opened the complaint and again TR contacted the transfer company again. Again the transfer company put the blame totally on me and TR closed the complaint in favour of the transfer company. Having been a regular TR customer for the past 7 years I felt totally let down and I will certainly never use them again for transfers.

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