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Barrhead travel FalkirkHoliday Package and customer service when contacted them re complaint

H Feb 23, 2020
This review was posted by
a verified customer
Verified customer

Booking number - 9333425

We booked our honeymoon via Barrhead travel Falkirk. We booked flights and accommodation. 4 nights Singapore 7 nights Bali, documentation clearly states this. Singapore part of the holiday went with out issue. We flew out on Wednesday 5th arrived on the 6th for our 4 nights. On the 10th we travelled to Bali for our 1 week stay. Hotel checked us in and advised check out time was 12 noon Monday 17th. We had a fun filled week. To finish off our honeymoon on the Sunday my husband decided to upgrade our flight home. I processed same however got an email to say it was unsuccessful - the payment was deducted from his card so I tried to contact emirates customer service I was unable to due to being the weekend. On Monday morning I had contact with customer service via live chat. The lady confirmed that the upgrade had not been successful but also that we had missed our flight already. We where completely shocked by this. Our stay was for 7 nights so how could this be? We where completely thrown with having paid 7 nights B&B and the time difference we didn't realise we should actually have checked out on Sunday at 12noon as our fight was 00:05. We could not contact Barrhead to discuss this and ask why they charged us 7 nights and booked us onto flights which meant we where only staying 6 due to the 8hr time difference. The emirates rep checked the flight for that evening she was able to change our booking at a cost of £440. When time allowed we contacted Barrhead Falkirk eventually spoke with a Laura who stated that we should have waited and contacted them before arranging another flight. There was 5 seats left on the flight at time of booking had we not of booked and waited 8hrs later we may not have got home. No responsibility was accepted by the office despite them selling us a 7 night stay. We are extremely disappointed by this and it really put a dampener on our last day of honeymoon. We have used Barrhead travel on many occasions and have always been happy. On a holiday that was meant to be special start to finish we did not have same experience and are upset by this. Our honeymoon should not have ended this way. We request to be reimbursed for either the change in booking for the flight or 7th night which ever was greater.

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