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“Terrible service, unprofessional and shady.”

Written on: 28/08/2019 by Challenged1 (1 review written)

We had a very important family trip for Christmas of this year when i saw what looks like a great deal at that time of the year on Travango website. I decided to rush to it, so I rang the the travel agent immediately and got to an agent who appears pleasant and genuine. I agreed to pay them a deposit of £450 and pay the remaining balance of £3657 on the 28th June 2019. This all went as planned and all seems fine up until this point.
On the 28th of June 2019 i made my final payment and was told my ticket would be issued within 24hrs, Monday the 1st July arrived and i did not received my ticket so i rang the travel agent, i was told the person i dealt with was not so the gentle man took my details and said he eoild pass on to his manager who would be intouch but know one contacted me. i called countless times over the next days only to be getting a voicemal service. On the 5th July l eventually got through to the agent who dealt with me she apologised sincerely stating she was off for a few days and she promised she would let me have my ticket by the end of that same day, the dat came and went and still no tickets. I kept calling with no response except busy signals or voicemail at this pont I waa so distraught not knowing what to say to my family as i feared the worst, i eventully got through to the agent on 12th July who informed me that they have been trying to contact me to inform me of the changes with BA and American Airlines effective from October 3019 that would affect me I told them why have they waited this long to inform me of this change they said they have been trying to contact ne and left voice meassage on my phone to contact them back i asked how about an email or text to be more proactive and professional. This again heightens my stress looking at alternatives they have to offer as they wanted me to pay hotel to stop overnight in America that i refused
then they offered to fund the cost of hotel only and very little informatoon on how far away hotel was from Airpprt and how would we be transported to get on this fight, none of this was clear or looked promising as i felt norhong but disappointment and misled, so i requested my full refund which they agreed. They told me if they go through BA to claim my refund it would be 2 weeks or more so they offered to pay straight away which they said i would received in a few days i eventully received my full refund after 2 weeks which was disgraceful with the stress they caused me and my family. I understand tHe Airline changes was not thier fault however they should not have taken my full payment claiming interest on it and then informing me 2 weeks later of this change. So terribly disappointed as we now have to cancel our Special family event at Christmas which is disappointing beyond words and they have a cheek to be offering me £15 per person but only to be used with them. I would never booked with this travel agent again or recommend to anyone even if they are offering for free. Have not had to deal with any travel arrangements this stressful in my entire life.


To add i have asked to speak witg a manager/ supervisor and up untilthis day no one ring me back or emailed me to resolve my concerns around my case but in process of taking it further.

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