Item: Skiline - www.skiline.co.uk
Rating: 1

Guest's review of Skiline - www.skiline.co.uk

“Lies and deceit aplenty ski line ”

★☆☆☆☆

written by on 24/02/2014

We booked our holiday through ski line and couldn't believe the deal . Well as the say if it looks too good to be true it is !
The advisor at ski line was friendly and seemed thoroughly pleasant whilst booking even sending emails to confirm all we agreed on. When paying they have to call you after payment is taken as they are confirming with flights and your companies etc and when it came back under I was surprised but she assured me it was just varying rates euros and resorts etc . When the itinerary didn't show any of the extras I called them and was assured yes it's all there but Ski world don't list it ! This was a lie so after 14 hours travelling with three girls under 11 we awoke on the first day of our holiday to not having equipment hire or passes and when we phoned ski line were met with total dis interest and denial , to the point I was too upset to talk and my husband (a customer service expert) asked if it was possible to speak with someone higher up. The managing director of this company provided to shout at my husband on the phone "I'm ain't paying for your stupid holiday so get on with it !" I will point out all we had been asking was if we could sort out the children's ski hire and school as other wise the whole holiday was pointless ! Luckily our ski world rep stepped in and was able to organise our equipment hire and ensure we got back on track we would never use this company again and have forwarded all our records of our dealing on to watchdog

Value For Money

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Anguskinloch's Comment

Written on: 07/03/2014

"The services provided and paid for were clearly itemised on our booking summary, with the prices being in line with those listed in email correspondence. Ski hire and lift passes were not shown and whilst prices were provided during our earlier discussions it is not unusual for clients to arrange such services in resort. The children’s ski lessons were, however, arranged at the time of booking in view of the limited availability and this would have been a specific request. It is perhaps unfortunate that the booking summary was not checked, as requested in our documentation, especially as you “couldn’t believe the deal” as this would have identified any misunderstanding. Indeed an earlier email, which clearly set out the cost of the various individual services available, should have enabled you to accurately determine the cost of your holiday prior to booking.

We are concerned about the comments regarding your conversation with us once the problem had been identified as we have never received a complaint of this nature since we commenced business almost 20 years ago. Our sales team are highly experienced, possess an in-depth knowledge of the ski market and aim to provide a high level of service and the percentage of clients returning year after year evidence their success. If clients do experience problems we always do our best to resolve matters as quickly as possible and believe the extract of the conversation specifically quoted in you review is inaccurate as no-one in our Company would speak to a client, or indeed anyone, in such a manner.

We appreciate that when holiday arrangements do not go according to plan it is a stressful experience and hope the difficulties experienced did not adversely affect the enjoyment of your holiday."

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