Holiday Mood
reviews and complaints

Not able to reach the customer service in a case of emergency. The phone was switched off. Their website is not working and there is no other way to contact them than through the phone number provided. I have read many other reviews on the review pages. I think the problem with these agencies is that you do not know who do you buy the tickets from until you actually pay for them.

Telephone numbers are not reachable and need to change my flight, not finding any way to do it. I understood the agency has shut down its business but they have not made any notification to ATOL - so ATOL can not take over the responsibility of my booking.
My ticket reference number is V9R5GD with Qatar Airways, my schedule date of journey is on 20th December and I need to postpone it to in March. But as no travel agency exists no one helping me to reschedule my ticket.

Qatar Airways asking me to get back to the agency.

I booked our flights on this website airtravelexperts, but the following day i got an email that the flight was booked in error and my money will be refunded within3-12 working days. But that was 3 weeks now and still haven't receive my money inspite of numerous calls and emails that no reply. I phoned they they keep on saying they willbe forwarded to finance dept. I am really getting fed up now. Will be involving my solicitor on this matter.

Flights booked 10th november
Email 11th Nov to say flights not available and they would either refund the fee or i could contact them and pay the difference for alternative flights.
No further contact from the company.
I contacted them 15/11/17 and was advised to email accounts which I did. They replied saying a refund had been processed and would be in my bank account within 3-12 working days.
12 working days have passed and no refund processed.
I emailed the accounts department on 24/11/17and 30/11/17 to enquire about the progress and have not received a reply.
I contacted the company who claimed they were unable to help me and advised emailing again. I shall be calling them again tomorrow. They advised me to be patient despite the fact I calmly and politely explained the situation.

Flights booking R8FH9E, booked with Air Travel Experts (trading name of Holiday Mood)

During reservation process a child, will be 12 years old at the time of travel, was booked as a "child".
Before making a choice for flights, I searched several sites and some have a cut down age for a child 12, others 11. After choosing suitable flights, I was redirected to another website for payment. As ages were selected previously, no attention was paid at this time. I entered date of birth and the system forwarded me for a payment.

In September I went on airline website (Gulf Air) to enter passport details and then it flagged up for my youngest son (DOB 11/07/2005) that his DOB is "incorrect".

I contacted Air Travel Experts and Gulf Air on numerous occasions (first contact 18 September 2017), but still my issue hasn't been resolved to my satisfaction.
Gulf Air is saying that it's travel Agent problem. Air Travel Experts are saying that they can cancel the child ticket and issue an adult ticket instead. This will cost me a small fortune.

I don't mind paying the fare difference even it wasn't entirely my fault, but disagree that I have to pay for a new ticket.

The system shouldn't have allowed me to process with the booking or while issuing the tickets ticketing team should have checked the ages of children booked so it's compliant with airline rules.

I have been waiting for weeks now for an issue to be resolved. Air Travel Experts every week promise that I will get a reply in 2-3 days. I have to call them / email a few times per week.

This is very stressful situation we are in now. Our flights are approaching (20 December 2017), so I would appreciate it if this can be sorted fairly.

p.s. I have all emails in pdf format, but couldn't attach them to my complaint as only photo images are acceptable. This can be emailed on request. My email - [protected]@hotmail.com

Kind regards
Tania

Went online and booked a deal on what I thought was a good price, I couldn't make a payment on their original website where I got the quote from which was https://payment.airtravelexperts.co.uk/direct/directPayment.aspx

I ring up and the man says to go to http://www.holidaymood.co.uk/ to make my payment. My bank blocked this transaction thankfully, and when I googled I found this site and the many complaints about Holidaymood and not fulfilling their services.

Avoid. Pay the extra from reputable companies and avoid this hassle to save a few bob.

Reference Number given, money was taken from my account. They cancelled the booking and sent an email with the below message . not yet refunded they still have my money
Dear Mr. GAMAGE,

Unfortunately, due to a technical error your booking has not been processed. This occurs when a longer than usual period is taken to end a booking. This airline booking system is used worldwide 24/7 with live availability. It is possible the seats / holiday you were trying book which might be showing available at the time, has been booked by some other user by the time the booking was submitted. It is possible that the seats might be available on a higher fare or on different dates. If we find out that is the case, our team will contact you during office hours. Our back office hours of operation are Monday - Friday [protected] and Saturday - Sunday [protected]. If by any chance the payment is processed by the online 3D secure system it will be refunded in full. Please accept our sincere apologies for any inconvenience this may have caused.

I booked my tickets with these jokers 8 weeks before my holiday, i kept calling them to find out what was happening as i wasn't able to choose seat or meal or make any changes to my booking through Emirates's website, every time they kept telling me that the tickets are booked and there is nothing to worry about, 2 weeks before my holiday they called saying the the connecting flight was not operating and i found out that they were lying as i sent somebody to their head office and i was told that they are operating and i confirmed that with a couple of other agents in the uk, they called me and offered me an alternative with 10 days difference to my original dates and an increase in fare too. I refused that and told them that I will speak to my solicitor regarding this as they ruined my holidays the person on the phone got really angry and said he would book any tickets for me now as i threatened them by telling them that i will speak to my solicitor.
4 days later i called them to find out why my money was still held by them as soon as the person picked up my phone he started shouting that he won't help me and he doesn't want to talk to me, i got p*** and told him that i will go to their office and sort him out he asked to come and he will be waiting for me. when i got there the coward guy didn't even want to come out to face me. so they send a lady to speak to me and they refunded my money straight away. these guys are a bunch of jokers they lie and they rude please don't trust them, i am shocked that people like this are allowed to run a travel agency in the UK they give me and my family alot of stress.

I booked an airfare from Glasgow to the Perth last Sunday and was sent a confirmation that they received the payment. On this confirmation there were no details about the flight, when it was leaving on what day, time etc. Many days later I received an email from them along with e-ticket. The departure time was wrong and my son was suppose to be travelling on the same plane as myself to Perth as it is a family holiday. He booked with a another travel agent and had no problems at all and was leaving on the times he had requested. I phoned Holiday Mood telling them they had booked the wrong flight with Emirates for me and they denied this asking me for proof. The proof should have been on the confirmation they emailed to me but nothing was on it. They are a bunch of crooks and now they are asking for another £175 to change back to the flight I booked in the first place. They have ruined my family holiday. I was suppose to be in Perth Saturday for a family get together and now my son will be there but I will only be arriving on Sunday. These guys are a joke and shouldn't be in the industry selling airfares.

Company_Involved: www.holidaymood.co.uk
Booking_Reference: 7SJ09G
Submission_Details: the 1st of January 2013, my wife and I booked a direct
flight to South Africa On board SAA, flight 237, with holidaymood, the phone
with operator Ian, paid for by credit card (£1400) and I received confirmation, after I emailed proof of address, I received my flight Itinerary, I sent
of an email to request my eticket and Ian replied, 2 weeks before departure,
and that when alarm bells started going off, as They were E tickets should've
been done immediately! In the weeks leading to the 2 weeks before departure I
emailed him can we get our tickets, no reply, as he was on holiday, Then on
Tuesday, 5 February 2013, I received a voicemail after work, phone
Ian, regarding my flight, to which I did and he had left for the day .so I
tried on Wednesday 6 and he informed me there had been a Temporary glitch
between his system and SAA, and as a precautionary measure were offered seats
on Emirates via Dubai, I said I couldn't take those as the flight was 22hrs
long and the price of the flight was £595 each when I booked, my original
flight to South Africa, and would be losing money on my cheaper flight as the
price had increased due to the short notice before flying, and was imperative
that I get to Sa As quick as possible as my father is sick dimensia
Alzheimer's and health has deteriorated rapidly and I booked a car hire for
original time of arrival on SAA flight as I know to experience the emirates
flight is 19hr+, 6hr from heathrow to dubai depending on change over at Dubai
and 13 hours to Durban SA ...25 hours possible and he insisted that its 14
hours so I left it with him and he got his Supervisor graham to try and bully
me into take the emirates flight to which I said No ways, Thinking that the
glitch will be temporary and I can get back my original flight which was Ideal
length and what I paid for, then on Thursday I week before departure Graham
was still bullying me into taking emirates as He had cancelled our flights to
which later Denied in a conference call with Ian and my self and I spent 2hrs
on the phone to him never offering me any compensation only threatening me to
take the emirates flight or get a refund for the flight which would have
ruined our Holiday and my wife was getting stressed and having sleepless night
and Gavin to phone home cancelling our trip would have been devastating if
father passes without saying goodbye, Goodbye ! So that evening, I checked
there website and our flights had increased to £2600 for 2 returns tickets
increased by double our original £1400 so I couldn't afford that, so had to
give in and accept the cheaper tickets, to which Graham supervisor said That I
am the last of 87 other people who had to accept the emirates flight, with no
refund or compensation he said further, ...that thes glitches happened alot
over his 8yrs in the company, and they made him supervisor...! please dont
get caught out, flight no ideal not ideal, not like for like flights, not
happy with the service at all ! They must've sold my tickets to me for 1400
then cancelled them and sold them on for double now, the current price and
made a lovely commission on the same ticket, day light robbery ... Take it or
leave it and ruin your holiday attitude As If it was a simple mistake as a
"glitch " they would've been only to keen to compensate us, I suspect theft or
human error ... .holidaymood, Ian, Graham book with confidence IATA and ATOL
protected ... Both of them are investigating, oh well at least We are going
to South Africa although not in ideal condition hopefully these Rogues will
not catch you !
Thanks
Darrell

This is my experience of booking with holiday Mood Ltd, I have never been treated so disgustingly nor had this happen to me before.

You may find the details of the EC Regulations and the the authorities I contacted within the email I sent to Holiday Mood Ltd useful if this happens to you.

I booked my flights on 18th March 2012 at a cost of £633.78, and only found out on the 25th July that they had been cancelled 4 months ago and Holiday Mood Ltd Failed to inform me of this cancellation.

I was told that the name of the manager I was speaking to was Shaker but this later changed to Allen, I believe that they are the same person and he just changed his name.

Here is my eMail

Thank you for sending me those re-routed flights but they are not "comparable transport conditions" (under the EC Regulations 261/2004, Article 8) compared to my original booking.

The man I spoke with today told me his name was Shaker and not Allen, was it you I spoke with or Shaker or are you in fact the same person?

These flights you have now provided are for 2 stops (4 stops return) PLUS 13.5 hours waiting for connecting flights in Amsterdam and Bangkok and at inconvenient times (Article 5 (ii)).

I booked and paid for my flights with you 5 months ago, so I received a good price and convenient flying times. I booked 1 stop flights with connecting flights only in Bangkok for 1 hour for both departure and return = 2 hours in total for connecting flights.

I booked and paid for my return flights 5 months ago and you have had my money ever since. PLUS the flights have been cancelled for 4 months now and you failed to inform me of this at any time, and as you now know, I telephoned Eva Air on 25th July 2012 to make sure my bookings were confirmed, and this is when I was informed by Eva Air they had been cancelled on 27th April 2012 and all "tour operators" (Article 2) had been informed of this, but as my "tour operator" you failed to inform me of this, and would have been quite happy to allow me to travel all the way to Heathrow Airport knowing full well I would have no flight to board (Article 5).

I clearly stated my re-routing "choice" (Article 8) on the telephone to Shaker this morning after looking on Holiday Mood's website last night and today, when I tried to find "comparable transport conditions" on your website to my original booking with you:

Outbound
QF3502 6th August 2012 - Depart 2205
PG0277 7th August 2012 - Depart 1655

Return
PG0278 1st September - Depart 1910
QF3501 - 2nd September - Depart 0020

These flights are still available for anyone to book on your website all day today, and I have kept evidence of this availability and the dates. These flights with Qantas ARE "comparable transport conditions" to my original booking, and should have been booked for me this morning. The Civil Aviation Authority informed me that the re-routing of my flights should be at YOUR cost and NOT mine as I booked my flights with you as my "tour operator" (Article 2), and you failed to inform me that my flights had been cancelled 4 months ago on 27th April 2012.

After numerous telephone calls to Holiday Mood today, inconveniently while I was at work, and after telephone calls that were not returned, and after I had spoken to IATA and the Civil Aviation Authority, I sent you an email with details of what the Aviation Authority informed me of regarding the EC Regulations and your "obligation" to me as my "tour operator". Shaker then telephoned me and I informed him of what the Civil Aviation Authority had advised me to tell him, but he started to continually shout at me and was very angry. I had to ask him to stop shouting at me, that I was just passing on what the Civil Aviation Authority had informed me of concerning my legal rights as a consumer. That all I wanted was the Qantas flights booked for me (re-routing) and was he going to do that. Shaker said that I was NOT entitled to re-routing at their own cost and that I HAD to pay the difference between £633.78 (the cost of my original booking) and £1, 706.59 (the cost of re-routing my flights with Holiday Mood Qantas flights at "comparable transport conditions"), this extra charge would have totalled £1, 072.81. This is not in-line with the EC Regulations 261/2004, and I am NOT responsible for this extra sum of money, this is why EC Regulations were set-up in the first place, to protect consumers like me. I tried explain to Shaker what the Civil Aviation Authority had told me but he just kept shouting at me and shouting over me, he was not interested in what I had to say, and I was no further forward than where I was first thing this morning, and I still have not had my flights re-routed appropriately.

Shaker kept shouting that he did not know the law and to stop quoting the law to him, that he would pass my email on to his legal department. I tried to tell him that I was just informing him of what I had been advised by the Civil Aviation Authority, and reminded him that I had been patient all day, but I still had no re-routing flights booked for me, of which would have been at "earliest opportunity" (Article 7). I then asked Shaker for the legal department's telephone number so I could speak with them directly, but he refused to give me the telephone number and said, "they don't have a telephone" and I "COULDN'T speak to them", and that they would contact me via email. I was getting nowhere and just being shouted at so I finally asked him if he was going to re-route my cancelled flights to the Qantas flights and he said NO YOU HAVE TO PAY THE EXTRA!

This now results in the fact that you still have my money for flights I booked and paid for in good faith 5 months ago (18th March) and no "comparable transport conditions" being offered to me after my flights were cancelled 4 months ago, and I am supposed to fly in 11 days for a 27 day holiday, and I no longer trust you as a "tour operator".

I will be speaking with the Civil Aviation Authority, ATOL, IATA and Consumer Direct again tomorrow to continue to receive legal advice on a full refund plus the compensatory amount of money the Civil Aviation Authority informed me of today, to be able to rebook my flights with another company, as you have refused and failed to provide "comparable transport conditions" on the destinations and connecting flights I originally booked with you 5 months ago. As you know, flights on my original booking dates, times and connecting flights are now fully booked or cost £1, 706.59 and over.

I look forward to hearing back from you tomorrow (27th July) with a mutual satisfactory quote of a full refund plus compensatory monies due to me, due to your failures as my "tour operator" concerning my original confirmed booking (and eTicket), failing to inform me that my flights were cancelled 4 months ago, and a very distressing 48 hours thus far.

Please also note, I have not received one apology for the distress you have unnecessarily caused me, and the shouting I had to endure from Shaker today was both distressing and disgusting.

It is now the 28th July 2012 and I have heard nothing back from Holiday Mood Ltd and I have received no refund or compensation.

Please be aware that Holiday Mood Ltd also trades under the following company names:

Holiday Mood Ltd
ATOL Number: 5934
Address:
66 Park Way
Ruislip
Middlesex
HA4 8NR

Telephone:[protected]

Web Sites:
www.aerobookers.net
www.africanmood.co.uk
www.airtravelexperts.co.uk
www.dubaimood.co.uk
www.flights4australia.co.uk
www.flights4capetown.co.uk
www.flights4dubai.co.uk
www.flights4johannesburg.co.uk
www.flightsmood.com
www.holidaymood.co.uk
www.indianmood.co.uk
www.jumeirahbeachdubai.co.uk
www.omanmood.co.uk
www.ozzymood.co.uk

Trading Names:
Aerobookers
African Mood
Air Travel Experts
Brazilian Mood
Dubai Mood
Flight Mood
Flights4Australia
Flights4CapeTown
Flights4Dubai
Flights4Johannesburg
Holiday Mood
Indian Mood
Oman Mood
Ozzy Mood
Thai Mood

Holiday Mood provides a terrible and truly dreadful customer service, I strongly recommend to avoid this travel agency.

After I booked my tickets with Holiday Mood and the payment was processed, I was told that I had three days to send them a positive identification i.e. credit/debit card statement or a utility bill together with signature and the full credit card details (with security code) in writing confirming the purchase, or I could lose the ticket and the money I already paid for. The fact that I was working abroad at the time and did not have these documents or facilities to send these over at hand was not of their concern, nor was my personal concern to send such personal information together in these times. (Holiday Mood insisted that it is the airline’s requirement, which I found out later to be untrue after speaking with the airline directly).

Trying to communicate with Holiday Mood proved to be extremely difficult: Majority of the stuff at Holiday Mood were very hard to understand over the phone and when asked to repeat the sentence they would get very irritated. I have asked to cancel my booking since I couldn’t and did not want to send sensitive information insecurely, and even though it was only a couple of hours after the initial purchase, I was told that cancelling the booking in that stage would result in the loss of the £1, 500 I had just paid. In addition, their service seem to be highly inefficient and they are never able to give you alternative flight schedules and availability straight away over the phone, it is like they only have one department – sales. When you call them up they will tell you that you need to write them an email for any query on reservations that has already been made, but when you do email them they either will not respond, would take days to do so or eventually ask you to call them back on their premium rate number. By agreement with the airline, Holiday Mood is the only one authorized to make amendments, and their on their side are not willing to make any: I was trying to make several amendments in the course of 3 weeks due to unforeseen work circumstances, and after hours of frustrating phone calls, waiting around for emails and call backs (I was waiting for them to respond for over a week at one point) and being put on hold on a premium number, none of my queries were answered in a positive manner. Employees at Holiday Mood were very unhelpful, and at times extremely rude and annoyed, as if once your money is transferred from your account to theirs, you are no longer a customer but a bother. For instance, when I inquired them if we could postpone our flight from the stop over city to final destination in the US to make some visits, I was told that it is not possible and received the following advice. “Ma’am, just DO ME A FAVOUR and don’t get on the flight from the stop over city.” (which would result in the rest of the multiple destination ticket and the return to the UK to become invalid).

I cannot regret more that I booked my flight tickets with Holiday Mood, you pay a high price for the ticket and even a higher price for the service. It is such a shame that something as good as a holiday became so frustrating after having to put up with their customer service for 3 weeks and wasting valuable time and money.
One thing for sure is that Holiday Mood’s customer service certainly does not put you in a mood for a holiday.