Holiday Gems Ulasan

We sincerely apologise for any service levels which did not meet your expectations. We do note, however, that the issues raised were addressed within 12 hours of notification and this was the day prior to departure. We confirmed that the flight was scheduled to fly as booked. The transfer was admitted to be our error and we asked that you submit a receipt of the costs on your return for reimbursement. Our Customer Liaison team have confirmed that to date they have received no correspondence so that the matter can be resolved. Again, our apologies for any inconvenience and we look forward to resolving the issue as soon as the documents are received.

We are disappointed that our service has not met your expectations. We note that this was an online order and prior to submission you must confirm that you have read and understood the Terms and Conditions. You cannot proceed if this is not done. Our Terms and Conditions and FAQs specifically advise that any passport/visa and/or health requirements must be checked by the passenger as our staff can give general advice only. The gov.uk website to which you were referred by our staff, clearly states that passports are deemed valid for 10 years from the date of issue and not the expiry date shown. Our after-sales staff have endeavoured to offer documentation so that an insurance claim can be made for any losses.

This appears to be an online order and no payment is taken when the order is submitted. The website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed. You will appreciate that airlines and suppliers are receiving thousands of booking regularly from all agents and the public and the changes can be so rapid that it is impossible to ensure that the information is live. We thank you for proceeding with the booking and trust that you will have a great holiday.

We are disappointed that our service was not as expected. The Terms and Conditions, to which you agreed when submitting your offer, do state that an admin fee is charged for all payments made either online or by telephone. We are surprised that you found our after-sales agent to be rude as this is certainly not the normal feedback we receive for this particular staff member. All that said, we have asked that the supervisor address the issue and revert directly to you.

This appears to be an online order and no payment is taken when the order is submitted. The website gives full information of the process on every page of the order and this is reiterated in the Terms and Conditions to which you agreed when submitting the order. Once orders are received by our office, should we not be able to honour the booking at the web price we will call the client to offer any suitable alternatives which is then up to the client to accept or not. No payment is taken until our client agrees to the new costs. A pre-authorisation only is held, and released immediately if no booking is confirmed. Our agents will ask questions for GDPR protection for you and your party. You will appreciate that a reference number does not give this same protection.