Contours Holidays Anmeldelser

Thanks very much for your feedback. We regret that the booking process did not go as smoothly for you as it does for the vast majority of our customers. In this instance, a member of our Customer Services team had a discussion with you regarding a potential tour to start in June. Following that discussion, after all queries had been settled to your satisfaction, you were instructed to either call the office to place the booking, or to book the tour online. You took the latter option, providing a start date to us for May. Our system dispatched a booking confirmation email to you, which included the provided May start date; and after checking availability for that May date, our booker dispatched an invoice to you as well. It is only after our system prompted you to pay for the cost of your tour (at an earlier date than you anticipated) that you spotted the incorrect start date and flagged up the issue, two weeks after the booking had been placed on our website. While we understand that your initial inquiry stated a different date to the online tour you subsequently booked, it is not our policy to second-guess bookings in this way if a different date is selected at the point of booking. It is not unusual for customers to choose a different date after their initial inquiry. We trust that our customers will look at our confirmations and invoices, and in the event of an error flagged up upon receipt of confirmation, or upon receipt of invoice, we will always be happy to put the error straight at no cost to the customer. Both invoice and confirmation state this clearly. When you reached out to us regarding the issue after two weeks, we had booked all arrangements for your holiday. As a point-to-point tour operator, this is not a quick process. Each accommodation is contacted individually, luggage transfers are arranged for each day of the tour, and any taxi journeys from the trail are booked. As such, when you informed us that the dates booked were incorrect, to put that right it was necessary to contact each one of those suppliers again, cancel the original booking, and move it to the new dates. Some of those suppliers were not able to accommodate, so other suppliers were contacted and fresh arrangements made. For all intents and purposes, we booked your tour from scratch a second time. In spite of this, and although you had ample opportunity to correct the booking error before it created any further difficulty, we reduced our amendment fee. We regret that this did not strike you as an adequate reduction in the circumstances. I hope that in spite of this frustrating exchange, you had a pleasant tour. Kind regards, Alex Jenks Head of Marketing, Research & Operations