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“My only wish was that I search complaints on the...”

Written on: 04/07/2007 by JF Derby (1 review written)

Good Points
Just booked holiday with - site looks good easy to navigate BUT................there is a sting in the tail and many others have experienced similar problems read on.........................

Bad Points
While booking holiday online yesterday the roller on the mouse slipped just as I hit confirm booking. As a result I booked a different airport and date to what is required. I IMMEDIATELY rang them to inform them of my error and spoke to a girl who assured me that she would send an e-mail to the admin team to deal with by putting a note on the booking so the on-line time would see it straight away when processing my booking/payment, she also suggested I send an e-mail to admin to inform them of my error.
After 24-hours I became concerned that I had not had a response, so I called it took 20 minutes to get through the phone constantly rings and rings. This time I was told they would only deal with requests in writing again to admin, when I said that I was concerned about my booking they said they cannot discuss the matter as they were the telephone team and my booking was made online therefor all correspondence must be done online (with a 48 hour response this is terrible). I mentioned my concerns again to no avail so I put it in writing again....
What do you think happened - I got a response to say they had processed the holiday and I could not change airports. (holiday from Birmingham is still available on their site) no phone call no concern just blunt to the point with a load of jargon about how it was my error.
At this point I still had not received confirmation of booking so I rang again to argue my case after all it was a simple error " you would think there must be a something in place that protects travelers when they do this even if its for say 24 hour cooling off period" apparently not - a phone call to trading standards and ABTA confirmed I did not have a leg to stand on, a simple error is MY FAULT. If you buy something expensive from a shop you have the sale of goods act to fall back on even if you did not take out warranty. On online travel you are on your own.
Back to the point So I rang again as I said this time spoke to someone else to be told that I needed to speak to a line manager, - but unfortunately he is on the phone, isn't it always the case, I told him what had happened and unsympathetically said I would need to submit my case in writing to the admin team, (I am getting exhausted now), i've been there done that I just want my holiday moving two days and to a different airport. I told him about various conversations and the initial one with? Who said she would send a note straight away. Then things got nasty he told my that? Had told me I could not move the airport on our initial conversation, I told him she was lying otherwise why would I have sent an e-mail, I told him I was recording the conversation for my own piece of mind, he said that was against his human rights and If I was to take this matter any further any recording would be unobmissable, I asked If I could record from this point (as I was only trying to speak to a supervisor) he said no I could not. At this point I had lost the will to live, I told him he was really getting on my nerves now as we were going round and round in circles and I only want my booking confirmed and change the blinking date, so I put the phone down.
Tonight I rang again another twenty min to get through, this time to be told by booking had been confirmed this morning - no neither the online time or admin team changed the date before processing the booking, I was also told confirmation was e-mailed the same time.
When I told them I had not received it they asked if my e-mail provider was compatible to receive their files - two more phone calls later I eventually got my confirmation for a date I don't want, an airport I don't want and no confidence in may travel agent
Now I think about it I agree that my mouse moved the Airport but who moved the blinking date (I am not going there it could be a whole other argument).

General Comments
My only wish was that I search complaints on the company 1st then I would have seen the countless problems people have experienced. I am due to go on holiday end July 07, lets hope it's not the holiday from hell

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