SUBMIT A COMPLAINT

Barrhead Travel Serviceholiday missold

1
L Jul 14, 2019

Hi booked a holiday early January at Glasgow fort branch.travel agent I bought it from was laura Daly. When booked holiday I asked could we have high up in our apartments or even sea view we booked up to go to Santa ponsa globale verdemar on 2nd off July. She had said just to email hotel few weeks before u go to request that.(As that way she does before she goes away ) so beginning off June I email globale verdemar to ask for my request which I got an email back to say u have to do that through travel agents . So I popped into barrhead travel at Glasgow fort to ask about this girl who spoke to me said yes it usually us that do that as sometimes u have to pay extra for sea view. Which we where not told on time off booking . Which we would off done as this is our main family holiday.. then about 3 weeks before holidays I get phone call to say tickets would be in 10 days before u go to pick up . I had asked to have our boarding cards check in done guy on phone said that no problem we will do that when tickets come in so time passes then week before I'm due to fly no tickets yet so pop into barrhead travel. Speak to girl she ask when u fly out I said 2nd off July but leaving here on 1st off July as flying early from Newcastle this is on the Tues 25th she said tickets not in yet 7 DAYS before I go not good but she said I will see if one off the girls can't print off. So one did I said can u do my check in and print off my boarding cards no problem . So took her a while and reason my tickets not in is as courier off sick poor excuse. So she hands me envelope with all stuff in not to go through anything which most other travel agents do. So that evening I go to check my tickets but no boarding cards nothing just a e ticket and confirmation off hotel. So phone up to speak to someone to say they don't do that.. never heard off that in travel agents.. But if u come back we will so another 15 mins drive back to Glasgow fort as it only chance as working rest off that week. For them to do that. So go on holiday arrive at Santa ponsa arrive about 12ish room not ready as 2pm check in that's fine go for lunch go back to reception room still not ready 3.05 room ready go to room to be on low level facing a brick wall no view at all... go to reception to be told they never received an email about request but we could upgrade at 30 euros a day we here for 11 days that a lot out off spending money.so phone barrhead travel speak to a boy he said he would phone hotel and speak to them . Well we here we then discovered u got to pay 3.50 a day for sun loungers their is 3 off us so that is 115.50 for 11 days which we where not told about as when selling a holiday u should make people know about this . So phone call back from boy Ryan to say he having problem with communication with staff at hotel which we had none. But I said to him we would pay half off upgrade if they would as we got loungers to pay for now he said I will speak to my manager and try hotel again. Time passes then get a phone call from girl called Kerry to say Ryan asked her to call me too say hotel is not answering him as they know it barrhead travel poor excuse but would get back to me but to see TUI REP . So speak to her she said that usual for them to pass it on to us even though I book through barrhead travel you sold holiday. So next morning I speak to rep she said their is a sea view room available off barrhead travel would pay half . So back on phone to barrhead travel as I'm still awaiting phone call. To ask to speak either one off staff I spoke to say before to be told both are on days off surprise and that laura on holiday... but speak to girl and tell her my problem and what was spoke about and she said I will speak to my manager and get back to you. For her to come back and say our manager has said no to your request. That fine can I speak to manger no they busy. That ok can I have complaint email address she put it writing to us at Glasgow fort . No can I have email for head office I need to ask my BUSY MANAGER... She comes back with no can't get u it . It's just us u email. Why would I put a complaint in to you when I want it to go to head office. So day ruined that day 2 ... on phone to barrhead travel.so decide to call another branch and ask them for email not a problem here it is.
Speak to tui rep again she really good even though it not them who done booking ... offer us Water park passes for day as they feel our holiday been missold to. Really disappointed with barrhead travel...
Louise Mitchell
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