HELP!! Advice needed before i tear my hair out

[poppie123]

Please bare with me on this as it is a bit long winded. I know March is a long way off and some may say i am worrying a tad too early but i have had bad experiences in the past with travel companies .

Right let's begin.
Booked a 3 night break through First choice (who use the official Disneyland Resort Paris Brochure) to Disneyland Paris next March, so far so good. For those of you have never booked through them before (including myself, although it's the last i can assure you) they give you a website address along with your booking ref, date of travel and surname so you can check your holiday details, make payments etc. I checked an hour later and everything was present and correct. A week later my confirmation arrives by post.

Last Wednesday i found out i could take another day off work, YIPPEE, so i rang First Choice to see if it was possible to add another night on to my holiday keeping the same flight time home only a day later. I was told that this was no problem and would cost another £98 and that it had all been sorted out for me.

Excellent i thought!! Well, the next day i logged in to the website to check everything and sure enough the amount outstanding had gone up by £98, the amount of nights had changed to 4 but the flight arrangements were exactly the same as before, coming home on the 13th when as i added another night it should be the 14th.

I rang First choice and told them who said they would sort it out for me and ring back (they didn't) The next day i ring them again and am told exactly the same thing (no phone call) Today i am starting to lose my patience and ring them again. I was spoken to like a was a 3 year old and made to feel like i was just a nuisance. I am told that there is a note that they are going to look into it for me and someone will call back by the end of the day. Guess what, that's right no phone call. In desperation i even rang the number on the back of the official disneyland brochure and was told by a very pleasant American lady that unfortunately there is a law in place which means they cannot check any booking made via a travel agents. GREAT!!!

What do i do?? although i booked over the phone is it worth popping into my local first choice travel agents and seeing if they can help me?? i feel like i am going round in circles and being fobbed off. Has anyone else ever had problems with this travel company before??

 

[Cyrano]

I'm sure all will be fine, but given the lack of return phone calls would write a letter explaining what you have done. I'm sure someone will then sort this out for you

 

[ariel75]

i wouldn't hurt popping into the travel agents just to see if they can do anything

 

[MaryThorn]

Hi there

I really sympathise with you, I know whta it's like when you can't get the right person to deal with you.

I can understand why DLp can't get involved, because ultimately the contract is between you and First Choice and then First Choice will have a another contract between themselves and DLP, but that doesn't mean that you have to accept second rate service.

I used to work in the travel industry and frequently had to deal with booking problems. My advice would be to call First Choice again and immediately ask to speak to the Supervisor, ask for names from everyone you speak to and document who and when you have spoken with them. Don't take no for an answer, if they try to fob you off and say the Supervisor is busy, it's a comment tactic to try and get call staff to deal with queries that don't neccessarily have to go through a Supervisor. Ask for the name of the Supervisor and insist that it must be them that you deal with, providing you have the patience to wait on the line and you are not unpleasant this should usually get you through to the person in charge.

Once through, ensure they know you have taken their name and details and that you expect that they will help in solving the problem and ask them for a date by wich they expect to have solved the problem for you.

I hope that helps, and I hope this gets sorted quickly for you.

 

[poppie123]

Thanks so much for this advice. I am going to call them again in the morning and do exactly as you have said and ask to speak to the supervisor.

 

[Ware Bears]

I understand why you are so worried ~ I would be too, although I am sure there is no need to. Good luck!

 

[poppie123]

HOORAY!!!!!

It seems speaking to the Supervisor did the trick. She was very apologetic as to the way i had been treated what with all the promised return calls that never materialised.
She got straight onto Disney and had it sorted within 2 hours. All my booking details are now present and correct.
My advice to anyone who ever has similiar problems is ask to speak to whoever is in charge and DO NOT take no for an answer. ( i was told that she was busy. I very politely insisted that i would wait) They seems to get things done.

 

[Cyrano]

Excellent result

 

[wendybird7]

absolutely - i would say this is what to do in all disputes over the phone - it is ridiculous how some people think they can treat you! i've worked in several call centres and you have to understand that customers are people, not just a phone call.

well done, you must feel great now you can relax and look forward to your holiday!

 

[Debwid]

It's a good tip to always get the name of the people you speak to. Glad you got it sorted though.

 

[bluegirl]

Thats great news

Jane x

 

[Ware Bears]

Woo hoo!!! Great news!