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“Avoid, do not use, disgraceful”

written by jxFitch213 on 11/03/2020

DO NOT USE!!! POOR!! Disgraceful
Booked a surprise trip using Jetline Holidays, for my parents to Venice for 3 nights. I didn’t know the trip would be via this company as I wouldn’t have used them looking at reviews. I brought a voucher from GoGroopie, then had to ring this company to book the dates, I had a lot of pressure from Jetline to upgrade my deal for my parents but thought it was worth the extra cost and went for it. Then I got a phone call advising their flight home was cancelled and they needed to reschedule the flight for the next day meaning they would have to stay an extra night, but advised me that I would have to pay the extra costs which I was not prepared to do, plus my parents were due back at work. I argued then for my money back, yet they refused and said they could only give me a certain amount back meaning I would be £130 out of pocket, again I didn’t accept this and told them they were not providing what I had paid for, I was forced and pressurised again into changing the dates so my parents went a day later and came back a day later, than planned which cause havoc with their work, this was the only way to prevent me being out of pocket. Today I get a phone call advising that the whole trip has been cancelled due to the Coronavirus and they won’t be going on holiday on Sunday. So I asked for a full refund, which legally I am entitled to. They have refused to give me a full refund, saying that the suppliers won’t reimburse them, so that means I don’t get my money. This is not right at all, I have paid for a package holiday and not getting it. After getting very upset with them and having 4 calls with them today, they said they would give me a credit note which I can use within a year but even the credit note is £80 less than I have paid. They also advised me that Go Groopie would reimburse me directly for the voucher I paid for via them, then they suddenly said that Go Groopie had already reimbursed back to them, yet they are withholding this money and not giving it me, they want me to have a credit note. It’s absolutely disgusting. I have advised them I am going to trading standards, ABTA & I also will be getting legal advise and then they can reimburse my legal fees too. All I wanted was a full refund direct to my bank, which I am legally entitled to, as they cannot supply the holiday which I have paid for and they have cancelled it. The people I have spoken to are rude, unhelpful and their customer services are so poor. The names they use are also not their real names. I asked for the complaints procedure and apparently they do not have a complaints procedure. I am sure this is against the law. Do not use them, go to a reputable company, even if it costs you slightly more. My parents are disabled and this was supposed to be a nice surprise for them and it has turned into a nightmare that has caused them and I so much stress. At present I am out of pocket fully and it’s not right!!!!!