Barrhead Travel Service

Holiday booked through Barrhead Travel East Kilbride under the name of Kieran Mcluskey 24 Glamis Drive East Kilbride Departure date to Majorca (Palma) Frid 11th May 2018 - Mond 14th May for my husband's ( Gordon Burns snr) Son's stag (Gordon Burns Jnr). I paid £50 for a suitcase for this flight which was taken from my account on Feb 19th 2018. When my husband arrived at the airport jet 2 could not find the paid case, so my husband paid a further £80 and kept the receipts. I phoned Barrhead travel in East Kilbride to ask what to do and they said to call back when they arrive home from their trip which i done on the day after they returned in MAY.I spoke to chloe who said that jet 2 had confirmed it was there error and they would be sending out a cheque and i have phoned at least 4 times since and spoke to chloe suzanne & stephanie and twice they have said the cheque has been sent out, 1st time was Monday 25th June then told on 2nd July. I had firstly phoned Jet 2 who said they had posted the cheque. We are now at 5th July 2018 and still no cheque, i am very disappointed in your customer service and hope to have this resolved soon.

Kind Regards
Anne

Travel and destination Ref [protected]/2 Jamaica ref/ 3825219

I am hoping that someone can get back to me with regards my complaint.
I Stephen Drummond and my partner Marcelle Chartier decided back in February of this year to drop into your branch in East Kilbride Kingsgate branch. On arrival we were met with a sales member Elaine Monteith we sat and chatted about a summer holiday which we settled on Cuba we also as usual on these long haul flights upgraded to premium and were given a date to book our seats, Elaine sold the holiday well and also said how she was the top sales person and had been on numerous trips due to her sales technique all good and well also the holiday turned out to be a great holiday.
After signing up and paying the deposit we got talking about a winter cruise and again Elaine sold us on a cruise to the Caribbean leaving on the 12th of December again we decided as usual to upgrade to premium and paid the deposit.
This is now where we feel we have been le t down by both Barrhead travel and mostly Elaine, firstly we had not had any notification as to when we should pay the final deposit and it was only that both myself and my partner were discussing this over the weekend that we realised it was due to have been paid on the 12th of September having noticed this I dropped into the branch yesterday to settle the balance unfortunately the machines were down and we had to do this over the phone so the holiday has now been paid.
Our biggest complaints are the next 2 issues I am about to bring up, firstly as previously stated we always upgrade to premium on long haul flights for comfort and also so we can sit with each other and chat about our holiday, we were informed by Elaine that we could pre-book our seats from the 20th of September only to find out that the date had been changed to an earlier time slot back in May speaking with Elaine yesterday she stated that there was no way of getting in touch with ourselves to inform us of this which I feel is unsatisfactory as we had left phone numbers as well as email addresses. As a result we have been left having to sit on a row for 3 people both ways which is not what we would usually do as we say it is why we upgrade to allow us to sit in a 2 seated row and as such has spoiled our holiday for us both before we even fly.
The next mess we have discovered is that we booked the cruise to the Caribbean to take in a couple of islands that we have not visited Cayman Islands & Barbados, due to the above mess we decided to call your company to clarify where our destinations actually were only to be told that Barbados is not on the list and that we are actually going to Mexico where we have visited on numerous occasions.
To say we are disappointed in both your member of staff and your company in an understatement we now feel we are going on a holiday that is not what we agreed to and upgraded to something i.e premium flights that we would not have done if we knew that we would be sitting with someone else.
I have tried to download onto your system the written confirmation that Elaine wrote on the back of an envelope but unfortunately it won't allow it due to the format however you should require this I can send it in an email to yourselves by email.
Regards

Stephen Drummond