The complaint has been investigated and
resolved to the customer's satisfactionResolved TicketsToWorld / Myvacations. co. uk — Outrageous service
resolved to the customer's satisfaction
This is the letter I have just sent to TicketsToWorld/Myvacations.co.uk
To Whom It May Concern:
I am shocked and disappointed with the poor level of service we have received from TicketsToWorld/MyVacations.co.uk. TicketsToWorld/MyVacations.co.uk. have taken our money and then called to inform us that our flights are no longer available and that we will have to pay more money if we still require those dates.
My partner was told by an employee (her name began with S – Shabita or something similar) she would be contacted today by a member of staff regarding the refund policy and was not called back. I called to ask for this member of staff and was told that she had gone home.
After speaking to a completely inadequate member of staff I asked to speak to a manager (Jaya) who told me she would email me back by the end of the day. As the end of the day is noted below as 5:30 pm I called back at 5:10 pm to ask why I hadn't been contacted. I then, shockingly, spoke to the member of staff who I was told had left for the day (Shabita or something similar). It is beyond outrageous to be lied to by a member of staff working for a so-called respectable company we trusted enough to book with.
When I called at this time (5:10), I was assured, once again by Jaya, that the end of her day was in fact 9pm. It is now 9:02 pm and I have still not received the email I was promised. To make matters worse, as I was informed that the refund could potentially be given within 2 or 3 days, I had offered Jaya to find us another suitable schedule for the same amount of holiday time but at a slightly later date. I had once again, to my regret, chosen to put my trust TicketsToWorld/MyVacations.co.uk. only to be completely ignored.
You now have £837 of our money and I am told that it could take 2-3 days to return it. It is interesting that you happily accept money from customers but are conveniently unable to return it when you fail to deliver the flights we PAID for – especially after we had tried to re-book with TicketsToWorld/MyVacations.co.uk.
As my clients often rely upon me to book or suggest flights when on business, I will most definitely be recommending all of our high profile and celebrity clients at Little Ones that they avoid TicketsToWorld at all costs.
If I don’t hear from someone within 24 hours from now, I will be pursuing legal action and will further publicize the outrageous way in which TicketsToWorld/MyVacations.co.uk has treated us.
Sabrina Negron
Dear Louisa,
I read with interest your comments, particularly as I had been involved with your booking at the latter stages. I have to say that whilst some mistakes were made, your assertions and frankly libellous comments are both inaccurate and unfair (for anyone wishing to see a more detailed communication between MyGibraltar and Louisa, please see this link: https://www.feefo.com/reviews/My-Gibraltar_My-Gibraltar/?internal=true&id=1062691&servicefeedbackid=3901).
Whatever the rights and wrongs of the booking process, however, there are numerous comments and assertions that you make that are quite simply false:
1. ABTA membership is voluntary. ABTA is not a statutory body and thus they have no powers of enforcement and realistically very little influence. This is precisely why many agents do not pay for ABTA membership as it offers very little. It certainly makes no difference whatsoever to what agents have on their websites in terms of hotel inventory. We, like many other agents, use a variety of suppliers/ wholesalers that are leading experts in hotel procurement and provide live rates, information and can thus deal with any problems very quickly if they arise - this is far more significant than an ABTA membership. As far as our Gibraltar product is concerned, we work directly with all Gibraltar hotels and get hotel information from the hotel management itself and from frequent and numerous personal visits.
2. Your second comment about the company being run by non-UK/ EU nationals is not only highly questionable (in terms of your motive for writing this) but it is also factually incorrect. Whilst it is true that the company's founder was not born in the UK, the rest of the family were born and raised here. Not that this has any relevance or bearing here anyway as whatever the nationality, the company would still have to be bound by English law. This comment of yours is irrelevant and a smokescreen.
3. With regards to ATOL, I think you badly misunderstand how ATOL protection works. We have an ATOL license and with that comes the protection for our customers as with any other agent. Customers do not receive a "certificate". If there are any issues relating to insolvency, the fact that we are ATOL bonded (license no.5092 if you wish to check it out) means that you are protected. To find out more, please visit: http://www.caa.co.uk/default.aspx?catid=1080
4. You state that "BKumar" must be one of the company directors, however, I can categorically assure you that NONE of our staff (directors or not) engage in any such activities. I would also just like to point out to you that "BKumar" is not a unique identifier of any one person - there are tens of thousands of BKumars in this world.
I would also like to point out that no "theft" happened and you have your money back. This was a very simple case of poor communication between banks which unfortunately caused some major difficulties to you. We have apologised for this and have done everything we can to assist you since the problem was flagged up. Your unfair and libellous comments are highly damaging and as this has now been resolved I would appreciate that these are removed or we may have to consider taking further action.
If you wish to discuss this further, please do contact me at [email protected]
I look forward to hearing from you.
Kind regards,
Nick Clout
My unhappy experience with MyVacations.co.uk continued for another two months. After I threatened to report them to Trading Standards a director suddenly admitted that they had received my payment a month earlier. He still claims that "I paid it to the wrong account" although my bank statement showed it went into the account they indicated and their bank, Barclays, confirmed to my bank that my payment went into the correct account.
I would have accepted that there had been a misunderstanding between the two banks but Customer Relations never once responded to my request for help. Subsequently MyVacations.co.uk continued to lie to me for two months, claiming that they had twice sent the hotel voucher when they had done nothing at all. When receiving my feedback on my trip, the director did not apologise for his staff's incompetence/(dishonesty but also lied claiming MyVacations.co.uk had sent me the voucher "without any delay at all". When I contested that three months was quite a delay, especially as I had to request the voucher several times, he replied that I was a "confused" "lady". MyVacations puts so much effort into fake feedback rather than providing an honest service - see the favourable review written by BKumar, a director of MyVacations, saying how good it makes him feel to book with his own company. They have set up special websites where they can post 100% positive reviews of their service.
Warning: MyVacations.co.uk/Acetrip are not ABTA members so they can put false hotel descriptions on their website and you have no redress in the event of a problem. They claim that "they are fully bonded" and your money is safe with them "because they are not going anywhere" (despite being run and owned by a family consisting of non-UK/non-European nationals). If they are do not provide you with the ATOL certificate on receiving your payment for a flight your money is not protected if they go insolvent (and according to their company accounts they have oustanding mortgages for millions). The ATOL bond will not cover hotel bookings made without a flight.
I am not at all surprised by these negative experiences. Is the MyVacations.co.uk business model based on theft? I paid for a hotel booking within the deadline imposed by Shammika Paulge at Mv.vacations.co.uk one month ago but never received confirmation of my booking. Shammika claimed incorrectly that MyVacations.co.uk did not receive my payment. As a result, I asked my bank to investigate (that will also cost me bank fees) and they traced my payment for a hotel booking to MyVacations.co.uk bank account at Barclays.
As MyVacations.co.uk staff claim that they are unable to find payments, I provided the bank's payment ID to Shammika so he could trace it. One month later Shammika has still not provided a booking confirmation. Customer Relations at MyVacations.co.uk are also refusing to assist in any way. So my only option left at this stage is to notify Trading Standards so that they can ask the police to intervene in this theft of £1010.
I completely agree with you Sabrina, Vranj and Mans. I had a horrible experience with this company. I booked my flight 6 months (June 2013) before my planned vacation (Dec 2013) so that I can avail of good deals only to be informed that my flight is cancelled a month before my scheduled flights. It took 4 months to finally received my refund (28 Mar 2014) because the company's procedures are very inefficient and staff are incompetent (failed to process my refund upon my confirmation in 25 Nov 2013 and misinformed their customers). It took me several follow ups through phone calls and emails before I received my refund today. Please, don't use this website along with their other websites: www.myvacations.co.uk; www.ticketstoindia.co.uk (their official company trading name is Acetrip Ltd). Below are my emails to the company:
Dear Zeya,
You have my confirmation to process my refund.
I would like to inform you that the number you have provided to me (#[protected]) can NOT answer my question if my flight EY 12 from Heathrow to Manila is really cancelled. I called a different number (reservation team) and was able to confirm that flight EY12 from Heathrow to Abu Dhabi is NOT cancelled. Etihad Help Desk team also confirmed through email that flight EY12 is NOT cancelled. Etihad reservation team explained that there are some changes to the connecting flight from Abu Dhabi to Manila but it is not altogether cancelled. In short, you provided me the wrong details about my flight that caused me a lot of financial and emotional stress. I booked my flight 6 months earlier to avail of good deals but ended up paying more since your company decided to cancel my flight just a month before my scheduled flight when all the airfares are increasing. You have provided me a sole alternative but not enough detail about the alternative flight. How can I accept the alternative flight when I don’t know the flight details (I did email you twice about this)? It was only after I called you that I understood that the alternative flight will be served by Philippine Airlines and it will be a direct flight from Heathrow to Manila. I requested you (emailed you twice) to update me about the status of my booking for the alternative flight but it took you more than a week to update me, and only after I called you, and learnt that the alternative flight is no longer available. Thus, I paid another £850 for a new flight in a different travel agent.
Etihad Airways also confirmed to me that it is not their policy to deduct £25 admin fee if they (Etihad Airways) are one who cancelled the flight. This is contrary to what you told me in your email on 16 November and I quote “£25 admin fee will be deducted by the airline side”.
I will write to your company‘s customer care and I will discuss each point and what really happened. I am very disappointed and unhappy of the service of ‘ticketstoworld’ /''ticketstoindia' or Acetrip Limited. If necessary I will file an official complaint to the appropriate body or organisation that deals with this kind of complaints.
Hi,
http://myvacations.co.uk/
This site is froud .
This company is fake.
Please dont enter your card number on this website.
your amount will automatically decrease randomly.
They have many excuses to cut your money.
They save your card number and ccv number and pin number
in their database . I am requested to dont use myvacations.
I am not too surprised to know about Sabrina's experience. I am not saying that they are cheaters but they are just not good enough for their job. Thanks for everybody who put their experiences online; That is the thing which saved me from losing my money. I booked a ticket and tried 2 days to get any form of response, I failed. It was after reading the reviews that I blocked my credit card and booked my ticket directly. After 5 days they contacted to tell me that the ticket I booked was not available to them. Had I depended on them, I would have been in deep trouble.
However they did not steal my money though my credit card details were with them for 48 hours; So I like to think that they are not pranks, but in-dependable. Hence thumbs down, cheers
a verified customer
I agree with Sabrina, I too have had a terribe experience with tickets to world. My Christmas and new year plan is all shattered now. Me and husband live miles apart and this is the time we were really lokking forward to and tickets to world had spoilled it all. The service was again horrible. I was called as exactly mentioned by the agent untill i made my payment. Once they had received the money, i had keep following up with them for my tickets. This was a devastating experience.
Would never recommend some one with such bad support service
These idiots has done the same thind to me. For the love of GOD dont ever use this site.!!! It will save your MONEY and time!!!
Ciao Sabrina,
I am shocked to see your letter to the myvacations, but i am really confused about your experience. They aren't bad at all with their services, as i am already dealt with them. I am frequent flier from all major part of the UK to the European and other destinations for the city or weekend breaks. I have a deep analyze about some of the top vacation or holiday packages providers in UK. Certainly I comes up with a myvacations for my Egypt tour, I was looking for the group travel packages with affordable and budget allowing operator from all over UK, with some big names in the market likes south hall and cresta etc, but i have booked with myvacations recommend by my one of the business partner. It was an amazing experience with them as first time buyers for the whole package for our group. They provides excellent services, starts from Airport to the departing at the other destinations and then to your hotels and transportation.
In your case its really need to check the errors from their end or might be you have some misunderstanding.