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★☆☆☆☆

“Simply the worst customer service I have EVER...”

written by aurium123 on 06/08/2013

I booked flights and car hire for a break to Iceland with Holiday Genie. I was happy with the price and duly received confirmation email advising that my documents would be with me in 2 working days and that if they did not arrive I should telephone them. The documents did not arrive so I called them as requested. The call took in excess of 15 extremely stressful minutes. The customer services rep repeatedly asked me for my booking reference even though I told him quite clearly that the confirmation email I had received contained ONLY a confirmation reference. This guy kept telling me that this was not the number he needed and that I could find the booking reference on the top of my invoice. I told him that I hadn't received an invoice, just a confirmation email. This idiot just repeated over and over that the booking reference could be clearly found on the top of the invoice. It was very odd, he was just like an automaton. Clearly he didn't think he should deviate from his script. Anyway, we F I N A L L Y got to the point where he managed to locate my booking by searching my name (obviously not something on his script).

I received an email as promised but this contained only the e-ticket for our flights...No car hire documentation!!! It is now 15 days later and despite sending numerous emails to their customer services department and several telephone calls during which I was again asked repeatedly for the booking reference from the top of the invoice (which I still haven't received), I have still not received my car hire documentation. I asked to speak to a manager but was told that there is no manager. I am not holding my breath for a resolution on this one. An appalling experience.

I have never dealt with such an unprofessional company. I will NEVER use these guys again and will make sure that everyone knows just how incompetent these bungling idiots are.

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