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“DO NOT BOOK WITH TRAVELUNRAVEL!!!!!”

written by HRoche on 21/06/2013

My partner and I booked flights with Travelunravel.co.uk on April 16th 2013. Flights were from London to Christchurch New Zealand. We paid £2146.00 for our flights. We received an itinerary confirmation via email on the same day. We replied that all was correct and were told everything had gone through and we would be sent the tickets. The details of what happened is below but in short -
Myself and my partner are so thoroughly disappointed with the treatment we have received from Travel Unravel. We were lied to and told on four separate occasions that our booking was confirmed and tickets were on their way. We were only aware of a problem (and Travel Unravel only decided to come clean about the situation) by 29th May after we had, ourselves, rung Singapore Airlines to see if we did actually have a reservation! For two months we were gravely concerned that Travel Unravel may in-fact be a fraudulent company and we’d never see our money or tickets again. We were given no reassurance from Travel Unravel. We were given false promise after false promise and EVERY SINGLE TIME we had to chase up what was happening, they NEVER called us back or replied. We should not have had to put up with this multitude of errors, particularly since Travel Unravel made no attempt to rectify the situation without us chasing them every step of the way. Terrible customer service and we are now out of pocket in excess of £474.

This is our booking experience -
After original booking when we had received nothing by the end of April we rang Travel Unravel 4th May, they went into our account and we were told we would receive an email with tickets within the next 30mins. WE RECEIVED NOTHING!

We rang 6th May. They said we needed to speak with our original booker and they would get him to call us within the hour. No phone call back and we received no email.
We rang 8th May. We were told we would be called back straight away with the details of our tickets. No one called back. We rang them back, they told us the airline (Singapore Airlines) had been contacted but the tickets were not issued yet. He said they would be sent to us within the next 48 hours. WE RECEIVED NOTHING!

We rang 14th May. We were told tickets had been confirmed but just needed to wait for them to action them and the E-tickets would be sent ASAP.
WE RECEIVED NOTHING!

On the 29th of May we rang Singapore Airlines to see if they did actually have a reservation for us. They said they had reference numbers attached to our names but these had no reservation of any kind attached to them – in short, we had no booking/tickets!

We rang 29th May and explained our discussion with Singapore Airlines. Only at this point did they decide to inform us about a problem with our initial payment Apparently our bank registered address did not match our delivery address and our tickets had gone before payment could go through (leaving us with no tickets). They said we would be on a flight but they were waiting for the cost to come down. We were told we had to wait until the third week of June to see if they could sort it out.
At this point we were extremely worried about the safety of our money and flight bookings. We sent an email after the phonecall asking for action within the next 24hours. WE RECEIVED NO RESPONSE!

We rang 31st May. We were told there was a problem with their company and Singapore Airlines contracts. He told us to hang on until Monday 3rd June by 4pm and we would have the situation sorted one way or another whether that would be giving a refund or confirming a flight. We asked them to send us an email detailing what had been said in that phone call. via email and they did not call us on by 4pm on Monday 3rd of June.
WE RECEIVED NOTHING!

We rang them instead at 6.30 pm on the 3rd of June.
We were told we now had three options.
- 100% refund
- Flight with Emirates with long transfers and numerous stops
- Our original flights with Singapore airlines but at a higher cost. (Another £551 on top of what we had already paid plus another 2.5% booking fee. After pointing out the aggravation and consistent miss-information and non-communication we had already been caused, on top of a large price increase on the initial agreement, they offered to drop the price by a paltry £77 to an extra £474 +2.5% booking fee).
We decided to pay the extra as we thought it would be the easiest option given the circumstances, and as it is imperative we fly home for an important family wedding on those dates.
We transferred the extra money through to Travel Unravel they told us over the phone that it was all confirmed and that our E- tickets would be with us by 3pm the following day, which would be 4th June.

We rang at 12.30 on 4th June to double check the details that had been arranged the day before. We spoke to Chris who told us that he had the tickets in front of him and they would be sent out within the hour. WE RECEIVED NOTHING!

We rang back at 2pm and spoke with Chris. He tried to deny that he had said in the previous conversation that the tickets were being sent to me within the hour!? He promised me we would have them by 3pm. We once again RECEIVED NOTHING!

We rang back at 3.15 and spoke with Chris. I said I was staying on the phone until the email came through. We finally received tickets via email.
Myself and my partner are so thoroughly disappointed with the treatment we have received from Travel Unravel. If there was a discrepancy with a difference in address at the original booking stage on 16th April we should have been contacted straight away. Instead we were lied to and told on four separate occasions that our booking was confirmed and tickets were on their way. We were only aware of this problem (and Travel Unravel only decided to come clean about the situation) by 29th May after we had, ourselves, rung Singapore Airlines to see if we did actually have a reservation!
Until the arrival of our confirmed tickets on the 4th, and a quick call to Singapore Airline to double check, we were gravely concerned that Travel Unravel may in-fact be a fraudulent company and we’d never see our money or tickets again. We were given no reassurance from Travel Unravel. We were given false promise after false promise and EVERY SINGLE TIME we had to chase up what was happening, they NEVER called us back or replied. We should not have had to put up with this multitude of errors, particularly since Travel Unravel made no attempt to rectify the situation without us chasing them every step of the way. Terrible customer service and we are now out of pocket in excess of £474.