| Product: |
Trailfinders |
| Date: |
30/04/04 (853 review reads) |
| Rating: |
 |
Advantages: Easy to remember name
Disadvantages: Poor customer service, No better than the rest
Trailfinders - they simply never admit they're wrong and NEVER want to pay out.
My wife and I booked part of our holiday to India through this company albeit a very crucial part - the Indian Airlines internal flights to get around this huge country. We painstakingly went through the flight bookings (of which there were about 7) in person with a member of staff and they gave us the tickets. Once in India we found out, upon turning up at the airport, that one of our flights didn't exist - and hadn't been in the Indian Airlines schedule for a considerable time. The IA staff tried to be helpful but in the end, in order to stick to our schedule we had to fork out about £150 to get on a flight with a rival ariline to get to our destination. On our return to England we contacted Trailfinders and asked why they had booked us on to a flight which didnt exist. This was back in November 2002 (its now April 2003). Since then, and to cut a long story short, they have apparently being trying to contact Indian Airlines in order to get to the bottom of the cock-up. Basically hoping that my wife and I would forget the complaint. Of course Trailfinders know that this is unlikely to be resolved after such a long time. But their failure to make appropriate investigation and their unwillingness to admit their failure is what really drives me mad. My wife used to work for them when she first graduated and knows from experience that this is the tightest, meanest company around which has a 'policy' not to admit its failures and certainly will never pay out compensation. There are better so-called 'independent' companies around to book your travel - STA or Campus/USIT for instance.
Trailfinders SUCK!!!
Summary:
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Last comments:
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- 25/12/05 I have seen your same comment on another website today and thought it time to right a few wrongs. Firstly, I work as a consultant for a rival company so I hope my comments will appear unbiased. Secondly, I feel that my knowledge of the industry and the misfortune of having to deal with situations like yours, will be able to shed some light on the situation. Indian carriers are notoriously slack. There is nothing else I can say to decorate that statement. All of them are prone to delays, cancellations etc. In Trailfinders defence they would have booked you flights from a central reservations system (CRS) and issued tickets as normal. There are no allocated seats to particular agents, all travel agents book from the same availability. It is the airlines responsibilty to update their schedules in any CRS by distibuting their information correctly. This obviously wasn't the case with Indian Airlines. I am not trying to make excuses for Trailfinders, but I would imagine that because of problems like these (amongst others) they will have a heavy workload in their customer services department. Each matter needs to be investigated thoroughly, a company will not (and why should they?) accept responsibility for something that isn't their fault. I understand your frustration as you have booked with them, but as I said a combination of factors in your particular situation won't have helped. I can't speak for their customer service as I don't work for them, but from a logistical point of view I believe they have followed the correct procedure. I am sorry to hear what happened you, but you do need to see the other side of the coin. In any case, I hope everything is now resolved.....cheers |
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- 30/04/04 They certain let you down, though not really a balanced review that informs me about the products and services they offer. If you add to it let me know and I'll come back and re-read. |
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