Bookthistrip.com (Pete) .After a weeks holiday in Lanzarote we headed to the Airport to be told on check-in that our 4 cases needed to be paid for as is wasn't paid for when the flight was booked. I did pay bookthistrip to sort this for me.It cost me £432 to get my luggage home. I have spent over 30 days trying to get a refund to no avail, even though they are ABTA bound.Now seeking advice from ABTA.
Just thought id post this here as I needed to vent and warn people who are potentially going to use Hayes & Jarvis to book a special occasion or honeymoon or anything really. We booked a trip to Hawaii and New York for our honeymoon and spent a fair amount of money to achieve this. We went on the honeymoon in september and to this day Hayes & Jarvis have chosen to ignore our complaints regarding the problems we encountered on our honeymoon that completely ruined everything. So much so that I am trying to work out a way to redo the honeymoon holiday but book with a company that actually cares about its customers, rather than just steal their money... I would welcome any advice on companies that people have had positive experiences with that arent part of the TUI group so that I can hopefully make our honeymoon experience something positive to remember for my wife and myself.
Just a small note of what happened in my experiences with Hayes & Jarvis - Please note my wife is a nervous flier - we had a bad experience with AA in the past so I had to get the most direct flights to our destinations and avoid AA for the transatlantic journeys to reduce flight stress levels!
We had direct flights from Hawaii to New York Booked with H&J - they phoned up 2 weeks before we were due to fly to inform us that we couldnt go on the flights any more and we had to go on an alternative with 2 stopovers. This would also mean we lost a day of our honeymoon from New York. Had to argue with a lady for a couple of days to find out the cause of this and it turns out they didnt book us onto the flight (they messed it up) yet I was being talked to like it was our fault and we just had to deal with it. They begrudgingly decided to get us a different flight with 1 stopover in Seattle but it meant we had to lose a day from Hawaii and stay in two different hotels in New York which isnt the most ideal of solutions so not a great start having to lose a day in paradise when you spent 16+ hours flying to experience it in the first place. No apology from H&J - they even tried to charge me for the hotel in New York even though they created the problem.
So, thats done and we are due to leave in a day - I go online to check in to my flights and realise that my return trip from New York - they have booked a return flight with AA - not what we discussed or requested. Phoned up H&J to bring it to their attention and once again they tried to charge me to change the flight and I had to argue with them that it was made clear on the booking call that we would not fly with AA, they agreed to listen to the call and if this was mentioned then they would not charge me, ten mins later they phoned back to say everything had been changed. Not a great start and we havnt left UK yet!
We arrived at our hotel in Hawaii - we stayed at the Royal Lahaina Resort and when we arrived we were greated by hotel refurbishment works (oh joy! - cant believe Hayes and Jarvis wouldnt tell you about this going on would you) well they didnt so we had to grin and bear it whilst they drilled and hammered throughout the hotel for the length of our stay, to top this off the following day we noticed that the main swimming pool was shut because they were doing works to it - it would not be open for the length of our stay either so we were left with one pool to use which was the size of a jacuzzi and not something you could call a pool. Hayes and Jarvis, as a prestige holiday operator, should have notified us of this and given us the opportunity to change as the whole experience in Hawaii was thwarted by this going on. I sent pictures and an email to complain on the 11th September to Hayes & Jarvis and they said they would respond in 28 days - I have followed this up twice and they still have not been in touch 77 days down the line - they literally dont care after taking your money.
So thats everything you're thinking.... not quite!
We arrived in New York and had to stay in one hotel for one day and move to another the following day - not very relaxing but it was all they could offer. When we got to our main hotel we were given a dirty room at the back of the hotel directly near the kitchen vents so you could smell everything. Hayes & jarvis told me about the special rooms honeymooners would be given so they could enjoy views of nearby Madison square gardens etc but this definately wasnt it. I went to reception and asked them about it - saying we were on our honeymoon and they said had they been told by H&J that is was our honeymoon we definately would not have been put in that room, she arranged for us to be moved to a new room. H&J never tell anyone its your honeymoon, they literally dont care and promise you everything before hand and try to make you grin and bear it afterwards!
Then comes the piece d'resistance... I logged in to check in to our flights exactly 24 hours before we were due to fly to ensure I could check into seats that we next to each other so my wife would relax on the flight home - its normally a simple process. However, I could not do this as there were 'problems' online... I phoned BA and they told me that I was not booked on the flights and my travel operator had cancelled them. In short we had no way home at that point in time. I phoned H&J and it was 1am UK time so got through to the out of hours service to find out what was going on. The lady that answered said that she didnt have access to any systems and would try to help but I would probably have to wait until people got back into the office at 9am (4am New York time) If I can speak to the airline at 1am - why cant they sort it too? Well, this well and truly ruined our last night in New York as we were stressing out because we had no flight home and no hotel to stay in if they left us in the lurch. I received no phone call back and couldnt sleep all night so phoned them back at 4am New York time (9am UK to get it sorted asap).
I was told that the after hours service is a call answering service so please note this if you need any help out of hours as they cannot do anything to help you out at all - you have to wait until the offices open which therefore makes it a totally pointless service to have in operation.
I then found out through their poor administration they had not booked us on the flight home either so we were flightless and they had to try to sort things out. when they did get us a flight we lost more time in our last day in New York and we could not sit together as the flight was full, which was a terrible resolution for a nervous flier. I had to then argue my case with an obnoxious lady on the phone, who's job it seems is to just tell customers, "tough, its not our problem, deal with it" for a couple of hours before finally getting to speak with her manager to sort a resolution with a different flight home that had more availability.
All in all the experience with this company has been dreadful and I would hate to hear that anyone else has had their hard earned money wasted and what should be a brilliant and memorable experience tarnished by the incompetence that this company displays.
On a side note - I have complained twice to their CEO Peter Long and their customer services team upon arriving back from honeymoon and they have yet to respond to these matters.
If you think you are getting a prestige service and will be looked after by this company you are likely to be disappointed. Please do not trust or spend money with them they should not be allowed to wreck anyone elses experiences. I dont think I am alone in my views on this so please share any for the world to see how poor a company this really is!
If anyone can let me know of a good company to book with that would be most appreciated.
Thanks for reading,
I just want to warn as many people as possible not to use this company Designer Travel. We booked our honeymoon with this company after being assured they are the best company for this task and have an excellent customer service record and ensured us the best experience of our lives. We were so busy with the wedding that we left all the arrangement to them.
They suggested Dubai and then Mauritius, we had never been to either of these places so went with there recommendation. We did't have any time to do any research and as the travel agent assured us they had organised everything so we had no doubt that all would go well.
We arrived in Dubai to find out the hotel didn't have a clue we where on our Honeymoon and gave us twin bed! That is what the travel agent had booked! as you can imagine we were so annoyed and then the doubt started to kick in.
The luxury transfer we paid for was a Ford Focus!
They had sent us the Dubai in the summer when we were told by the locals the best time to visit is winter and sent us to Mauritius in Winter when the best time to go is summer.
We paid £6.5k for this honeymoon and we had to complain the day we arrived and throughout the honeymoon. I have never been so disappointed with the service from this company and I strongly recommend you don't use them. I could go on and on about the problems we incurred but the main thing is don't be tricked in by this company. I don't want anyone to experience what we did and pay through the nose for it.
We booked a £5000+ holiday to the Rockies and Alaska through Barrhead Travel, Silverburn.The BT " Canadian Specialist" took 3 hrs to advise us and EVENTUALLY sell the package.Not impressed at her lack of knowledge.Their "Canadian Affair" tour operator made many timetable errors in their ticketing admin. We missed 2 connections---------------------- Did BH Travel contact us after our return to ascertain our level of enjoyment/satisfaction--- don't be silly ------- returned on 3 Aug 2011 but our first and only contact was today 22 Feb 2012 to see if we were planning another "adventure" [approx 8 months later]PS Thomas Cook Airlines are VERY particular re the weight allowances. Wear your fur coat and gold jewellery. Their Vancouver check-in takes no prisoners.COMPARE prices before you visit BH Travel and SAVE ££££
After reading a few bad reviews on this company i thought i would voice my own opionions, we booked through bookthistrip.co.uk for a late winter holiday to sharm el sheikh we traveled on the 1st february 2011, we were a little concerned about travelling to sharm with all the issues in egypt at the time, however the consultants at bookthistrip ensured that it was still safe to travel there and that i would not encounter any problems at all, the staff were all very friendly and dealt with my holiday from start to finish and provided all the help and support i needed, all documentation was provided before i travelled by email and was quite a relief that the holiday in the end went off with out problem, would defo use this company again, many thanks bookthistrip.
My disabled partner and i took a few days in Rome in dec.2010 organised by expedia. Every one knows about the heathrow shambles due to the weather but the way we were treated is definately worth telling.
Before we left our hotel in rome we tried to contact expedia and BA but got no response by phone or email
The shuttle bus arrived and took us to the airport where we were told all flights were cancelled and we should find a hotel ourselves and return next day, fortunately we had enough money to do it but a lot of people were just abandoned and had to sleep in the airport.
When we reached Heathrow a day late and 200 euros out of pocket
our onward flight to Scotland (BA),had been cancelled and NO overnight accomodation or food was offerd.
We arrived in Aberdeen another £180 down. We have since phoned and emailed BA countless times but have had no response, Expedia after running us round in circles with various phone numbers and emails
have finally made it clear(very rudely)on the phone and by email that neither they or BA have any intention of paying compensation.How they can hold there heads up i dont know,
Beware the smooth talking Expedia sales people! they promised us the earth. Those that were abandoned by them even though they had small children with them were worse off, no paying customer should be treated this way. Disgusting!!!
Hello I was looking for a last minute holliday on onthebeach.co.uk
I have found one at good price and at good dates so I went ahead and booked it.
An hour later I received and email from them stating that they have tried to contact me so I called them up. A guy called Ash was dealing with my booking.
He said he can not book my holliday due to EU visa restrictions to Tunis. According to him you can not fly with two different airlines to Tunis.
I said that is rubish and I demanded an honest answer.
He told me if I dont like it I can book elswehere and put the phone down on me.
I called again (at 10p a minute a rip off) and demanded to speak with a manager who explained to me that is a Tunisian restriction and that he will have someone to call me in the morning with aletrnative dates as I was flexible.
No one called back and the following day I received another email stating the booking was cancelled. I call them again and ask to speak with a manager. No one was available. So I cancelled the trip after wasting a few days looking for the perfect one.
I will never again book with onthebeach.co.uk ever. They are rude, unprofessional and they dont care.
thompsons!! never again. due to a flight delay we were moved around taba airport in temperatures of over 40 degrees, our water removed from us. then had to sit at gate 2 which appears to be an old plane hangar with the only option to be to buy warm water or fizzy drinks at inflated prices. after 2 hours then moved back to gate 1 before boarding. 24/7 hotline basically told us that tough, Thompsons would accept no responsibility unless the delay was over 5 hours. have never been treated so appalingly by any other airline.basic human rights meand we should have at least been provided with water. 6 hours total spent in airport, all passengers exhausted, screaming thirsty children and a flight leaving in deep night.
Appalling service of Southall Travel, Middlesex.
I booked a return flight on Etihad, with a changeable ticket, to Australia at the end of February.
For family reasons, on the last week of March I emailed Southall to explain that I would need my flight details changed to a specific date and left two contact telephone numbers. Three days past and I received no email.
I then rang Southall and they informed me that the change would cost £170 which eluded me as the surcharge for a date change is stated as £80. The advisors' answer for this charge was due to the date change being in the same month. I accepted this and agreed if that was the case I would take a date in early April. The advisor was then to ring me back with details. I never heard another word from them.
I emailed Southall again and eventually got a response for an April date which was now at a charge of £297.50. I then rang them again after this and continually got hung up on and no more response to my emails.
I was in a strange country, having to pay for accommodation on a daily basis, as I was unaware of my pending circumstances. I had family contacting me as to when I would be back. The whole ordeal was incredibly stressful.
I had no option but to ring Etihad again and explain that I could not book through my travel agent as they were not responding to my calls or emails. Thankfully they promptly rectified the situation at a minimal cost of $84 AUD.
Southall have still not contacted me. If Etihad had not resolved my situation I would still be stranded in Australia.
I recently booked my summer holiday and discovered a company called book this trip through the internert. www.bookthistrip.co.uk There site was so simple to use and there staff was super friendly. I would reccomend this to all people wanting a good service and a good price for there holidays and flights
AVOID at all costs - booking anything with Sun4udirect. Why? We only got our tickets to fly the day before we flew out and that was down to us trying to contact them on several occasions including the entire day before we travelled. Then we were taken to the wrong resort but as we were allocation on arrival, we didn't find this out until the day before we flew back. We got stuck in a resort, with few English speaking staff and no holiday rep! When we tried to get through to Sun4u to complain their supposedly 24 hr hotline we couldn't get through, and as they didn't receive our complaint when we were there they're satisfied they've done everything they could. AVOID AT ALL COSTS!
hello i am the most easy going person in the world but would like to warn others before booking with this travel agent.holiday city superstore.com,i booked a holiday with them and myself,husband and two small kids came down with severe food poisoning,which ruined our holiday.we also got charged an extra 100 pound for a room upgrade because we were told when i booked the holiday that a family room consists of a double and two single beds,on arrival at the hotel they gave us a room with just two single beds.i wrote to the holiday company and they are blaming everyone but themselves.the staff are very rude and off hand too.sierra hotel,sharm el sheik egypt
I recently had a coach holiday to Ireland with MAJESTIC HOLIDAYS of Teignmouth cancelled a month before we were due to go. This was to be a 20th anniversary celebration with 2 friends. We were unable to find a similar holiday replacement. This is the THIRD time in a row that this company has cancelled paid & booked holidays shortly before due departure. First one was Paris and the second Lake Garda. They said there were insufficient numbers, but every other company I tried were fully booked! This is one coach company that I will never entertain booking with again and I would warn others of their policy to cancel at the last minute. They are the pits! They hold on to all your money to the last minute and you get no compensation from them, just a "sorry" letter. 1 star is too much! They are "UN-MAJESTIC" Barry (EXETER)
CT Travel, Tunbridge Wells, Kent, UK
I dealt with CT Travel a while back for a speciality tour on behalf of 300 people and found them to be overall poor on customer service and operationally.
Whilst they were exceptionally good at sending out invoices and collecting money, when it came to delivering the service, things were quite different. I received numerous complaints from passengers about unanswered e-mails on what was a premium price tour. When some passengers attempted to complain online, the company blocked from the company's e-mail forum. The tour price was hiked without explanation. Generally poor service considering that this was a premium price purchase with large numbers.
I would not receommend them based on this experience. The offers do look good but take care to find out that they can actually deliver what is stated on the tin and do not pay for anything until you are satisfied that you have got what was promised.
Email I sent to Hayes and Jarvis for ruining my honeymoon -
To whom it may concern,
I would like to make a complaint with regards to my booking with you for my honeymoon. This was booked via Firstchoice.
Firstly, four out five of the flight numbers and times were incorrect on our Itinerary from you, Hayes and Jarvis. Only the last flight from JFK to Heathrow on 3rd December was correct, flight American Airlines AA132. The whole experience with regards to our flights and times was an absolute joke in a nutshell, and its just not what we needed on our honeymoon, especially for the amount of money we spent with you and Firstchoice. It didn't help for example when arriving and Heathrow airport and searching for American Airlines flight AA105 only to find out that this flight wasn't available. Once we went to the check in desk we were then informed that this was incorrect and then rectified by American Airlines. I could go on about the other incorrect flights and times but I would be repeating myself and I hope you understand how much of an inconvenience this was for me and my wife, it stressed us out and again and again, and its not we needed considering we were on our honeymoon. We had to use our own inituitive with each flight we had to take...
Secondly, after two flights which took in total around 18 hours and finally reaching our hotel in Honolulu, Hilton Hawaiian Village, you can imagine how tired me and my wife was when we finally got to our hotel at midnight.
The complaint I have with you with regards to this is when we finally checked in and was assisted to our room, it wasn't pleasant when we walked into our room to find out that you booked us in for two double beds!......, and this is actually on the Itinerary as well. So I had to go to back down to the check in desk to complain, in which we were told that you, Hayes and Jarvis booked us in for two beds and to come down in the morning to rectify this.
They also stated that they that they weren't informed that myself and my wife was on our honeymoon and if they were informed they would of had a surprised us with a gift in our hotel room when we arrived and that we would of been upgraded.
So I had no choice but to stay in this room for one night with two double beds, and in the morning I had to go back down to the check in desk. We did in the end get changed to a room with a king size bed and with an Ocean view, but after alot effort from myself and my wife waiting around for 3 hours and having spoken to 4 members of staff.
Might I add, No surprise was left in our new room..., but was just relieved to get into the new room.
Again this is not what me and my wife expected from you guys, Firstchoice promised us when we initially booked that you would look after us.
Thirdly, after the 7th day early in the morning we got a call to our room from the check in desk at the Hawaiian Hilton Village to say that me and my wife needed to check out, I told this member of staff that we were actually booked in for 10 nights, they investigated this and they informed us that you, Hayes and Jarvis, made two reservations, one for 7 days and another for 3 days, why?!!.... We almost lost our room, but after speaking to this relevant member of staff we got to keep this room for the remaining 3 days, we also had to wait for a call back and put a hold on our plans for that day to go sight seeing because this took a couple of hours to resolve
Lastly we didn't get to stay at the Wellington in New York for the first night due to the flight times, you should of realised that me and my wife were going to be there early morning and that only 3 nights was required at the Wellington and not 4 nights which we paid for. We would have realised if our flight times were correct in the first place....
And may I add they also weren't informed that we were on our honeymoon...........
As you can understand all the points above ruined our honeymoon, this should been a time to relax and unwind but this was very hard when from start to finish we had to deal with things like what I have stated above. I thought it was worth while to add in things like - "upon turning up at Heathrow to check our flights", and "on the 7th day we had to hold off plans to wait for the phone call with regards to our room", this because as well as the big issues we had to deal with, more problems were created as well which you may not take into consideration. I can also say that when things like the above happen, from a good mood this easily got me into a bad mood which as a person I take some time to relax again, and this is points you as a company should know as well because I also feel that this is important.
In conclusion I spent alot of money for my booking with you all of the issues as I have stated above only because you didn't care that this was an important time and once in a lifetime experience for my wife and I, and this is due to lack of professionalism.
If you need any further information like a copy of the Itinerary or tickets from American Airlines please let me know