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| The Complaint Shop All Your Complaints under one Roof |
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Part of MyTravel Formerly Airtours
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Complaint Date 6th December 2003
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Complaint entered by DH Speckner dh@speckner.co.uk
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On
the 4th September 2002 we missed our departure to Alicante due
to a horrendous accident on the M6 which blocked both lanes of the motorway
and trapped us for over 5 hours. When we realised that we would miss the
departure I phoned Direct Holidays and they arranged for an alternative
departure from the East Midlands Airport instead of Manchester on the
following day at an additional cost of £60.00 each.
Upon
arrival in Alicante at 1.30 am in the morning nobody from Direct Travel was
at the airport and we had to take a taxi from Alicante airport to our hotel
in Benidorm at a cost of 50 Euro.
Upon
arrival at the hotel, a rather rude night porter told us that they had sold
our room as we had not arrived on the day before and that they had no
rooms available.
After a lot of persuasion he reluctantly gave us a very small room on the
ground floor with literally no daylight. We clearly were not happy
about this, but rather than sleep in the lobby, we accepted it for the
night. The next morning, the receptionist told us that we would have to
wait until the next changeover day before we could expect another room. The
Tour Rep was totally unhelpful and also insisted that she could not help us
as it was our fault we did not arrive earlier.
It
was not until I threatened that I would take the next flight home if I had
to stay another night in this prison cell that she relented and suddenly
found us another room, which was acceptable.
I
contacted Direct Holidays upon my return and requested compensation for the
2 nights we did not get at the hotel and the taxi fare from Alicante but
have not had any success to-date.
It
took them over 6 weeks to reply and when they did, they blamed the hotel
for the mix-up with the rooms and the fact, that nobody picked us up on
arrival, that they had passed us on to Thomson and that they had no
flights into Alicante
on that day.
The
matter has not been resolved and I have written again on the 9th November
2002,
but
again have not had the courtesy of a reply.
I
have now again written for the 3rd time reminding them that ABTA
regulations stipulate that tour operators are to reply to consumer
complaints within 28 days.
Update: 16th December
The Company has now
responded and apologised for the delay and has now offered a compensation
of £150.00 which will be accepted. We
will change the Complaint Status Box to Green when the cheque has been
received
Update: 8th January
2003
The cheque for £150.00 has now been received and the complaint is closed
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| Complaint Status: Closed | Overall Efficiency: Very Poor |
| Respond Time : Very Poor | |
| Final Outcome : Satisfactory | |