Poor service from Travel City Direct

[rob@rar.org.uk]

Sadly yet another tale of poor service from Travel City Direct, to add to the increasing number of people who have reported here their unhappyness with this company. On this occasion I was messed around by TCD before I'd even managed to make a booking with them I've written a letter of complaint to their customer service manager, which I've copied below. Sorry if it's a bit long-winded, but I wanted to fully explain the situation:

***
Dear Mr Dunscombe

I write to express my dissatisfaction with the way Travel City Direct handled my request to book tickets to Orlando in August 2004. I telephoned your call centre on Saturday 21 June to book flydrive tickets for four adults, travelling in Sunshine First. I was quoted a price for these tickets, and was told that I needed to fax details of my car hire insurance policy as Dollar needed to see this information if I did not buy their inclusive insurance policy. I stated that I was happy to fax these details, but stressed that I did not want to loose those seat bookings because of any delay on Dollar’s part. Your agent, Dawn, assured me that there was plenty of availability in Sunshine First on that date, and I would not loose the seats I had been quoted for.

I duly faxed these car insurance details so that they were available for your agent at the start of the business day on Monday 23rd June. I was contacted by Dawn later on the 23rd who told me that there had been a rule change on that day so that any customer wanting to book Sunshine First also had to book an accommodation package with Travel City Direct. I explained to Dawn that as a regular visitor to Orlando I already had accommodation arranged. As I was unhappy at this situation I was passed to a supervisor, Emma, who told me that if I had completed my reservation on Saturday 21st I would have been able to book Sunshine First seats, but as my reservation had not been completed (due to having to fax information – unnecessarily in my opinion - about car hire insurance) I would no longer be able to book these seats. At my insistence Emma checked with your sales manager who confirmed that I would not be able to book Sunshine First seats, despite being mid-way through booking my holiday with you. As a result of this decision I will book with another airline. I also note that nowhere in the brochure that you recently sent me does it state that Sunshine First seats are reserved for your customers who also book accommodation with you.

I am shocked at the way in which Travel City Direct has dealt with me, and amazed that your company is prepared to turn down my booking. I understand that you might want to reserve your premium cabin for customers who take out a full package holiday with you, but to change the rules halfway through my reservation process makes it clear that your company has no interest in providing good customer service. I requested that your company make an exception for me, as I was mid-way through booking my flights with you, but your sales manager choose not to accept this as a valid reason. I have never experienced such poor customer relations when dealing with any other travel company.

I frequently contribute to a couple of internet discussion boards which allow Orlando-bound holidaymakers to share information. I will ensure that those people who are considering booking with Travel City Direct are aware of the poor service that I received from your company.

I look forward to hearing from you.

Yours etc
***

I think, perhaps cynically, that as soon as they realised I wanted to decline their rip-off insurance they pulled my booking from the system. There was no hint of not being able to book Sunshine First when I initially phoned their call centre, in fact I had a friendly chat with the operator to say how nice she thought the upgraded service was.

Now I'm back to looking for other flight options: upgraded charter service into Sanford, or exonomy scheduled service into MCO...

Regards

Rob

 

[PoohBears#1fan]

I rang them 2 weeks ago to price up next May just out of interest as I'd read so much on here about how reasonable they are. They quoted me arounf £1800 (can't remember exact figure) for return flights (we're not allowed in sunshine first with small children) and full size car hire including all insurances. I commented that they weren't as reasonable as I'd expected and that British Airways had been cheaper this year.
Half an hour later they rang back with a price of around £100 less using BA rather than their own airline.
I also requested a brochure but am still waiting.

I'm afraid I've not found anything impressive about them and don't intend to look further either.

Your experience is awful with them, have you ever tried USAirtours? I've used them several times in the past for various flights and they've never let me down with great prices for flights, hire car and accomadation.

 

[rob@rar.org.uk]

Originally posted by PoohBears#1fan
I also requested a brochure but am still waiting.

It took two emails and a phone call, plus a month waiting, to get a brochure out of them. Then when it arrived it was less than helpful as it didn't include any prices! Just glossy pictures and from £xxx guidelines to the cost of holidays. It wasn't until I rang them that I discovered that the cost of upgrading to Sunshine First was £350 during summer holidays (£400 on Saturdays) noth the £250 that is splashed across the brochure.

Regards

Rob

 

[Goofyish]

I don't think that this rule about booking accommodation with them to get Sunshine Frist is a 'new' rule. I'm sure others have fallen foul of this ealier in the year/last year!

 

[Mrs Dazzle]

Rob, how disappointing, frustrating and downright maddening your treatment has been. Hope you get a reply to your letter - let us know what they say.

I agree with Tim, I'm sure there were a number of posts last year where people could only book Sunshine First if also booking their accommodation through TCD.

Sure you'll get a better deal elsewhere - and then you can feel better because you won't have any confidence in TCD now.

 

[boleynbarmy]

I agree with the above comments there have been posts in the past with regards to only being able to upgrade to sunshine first if you take the whole package. It must have been a mistake on their part and they told you different to make up for the error.

The posts with regards the higher prices for the summer holidays must be due to popularity of a upgraded service at such a reasonable rate. They are obviously pushing to see how much people are are prepared to pay for such a service. I paid £250 to travel in August but this was up from the advertised £199 price.

Dave Fisher

 

[codge90]

Their prices on teletext never match up with the quote on the phone - its just a con!

 

[matty624]

I can confirm that this Sunshine First rule is not new at all.
We rang in February and were told that we had to book accommodation to get it, and as we already had a villa lined up, we told them where to go.
A pity really, as we quite liked the idea of it.
Ian

 

[NatalieD]

Rob,
I had exactly the same trouble with TCD when I booked with them last May for flights departing this august. They took my booking with deposit, issued an invoice(which they later denied existed even though I had it right in front of me!) and then wrote me a letter in SEPTEMBER!! telling me that the sunshine first seats were overbooked and that there were none available - however, I had already read on here about some people being declined seats in sunshine first if they had'nt booked their accomodation through TCD (we always stay at our timeshare so just need flights), so before I rang to complain I rang their booking line and enquired about the same flights for the same dates and was told that their was plenty of availability in the sunshine first cabin so they were lying!! I then rang to complain and was told by the person that I could'nt have the seats in sunshine first because they were simply overbooked and not available - I then asked her if it was because we had'nt booked our accomodation through TCD that we could'nt have the seats-she denied this and again said it was because they were simply overbooked. I then played my trump card and asked her if she could explain how I had just phoned the reservations line and they had told me there was plenty of availability she was speechless and finally admitted that it was because we had'nt booked our accomodation through them that we were being denied the seats. I kicked up blue murder with them but it was to no avail and finally they offered me a 'free cancellation' in that I was able to cancel my booking and not lose my deposit. We ended up booking with Virgin instead. I'm sure that the way in which TCD acted was totally wrong and was tempted to try and take it further but at the time I panicked as we were tied to the dates we had in August and was really worried about ending up with no flights at (this was pre war) all. I would never travel with them at any price out of principal as they have totally rubbish customer service and it still astounds me that they would rather miss out on 3200.00 than honour a booking that they had accepted over 3 months ago.
Sorry this has turned into a novel but I wanted to let you know that you are'nt they only one this has happened to

 

[cjc]

Rob
Good luck with your complaint and hopefully you will get a reply - I bet you will have to wait
I've already booked with them for next year, and already having hassles. They quoted one price verbally over the phone, I paid the deposit, now discover they made an error and send me an invoice for £100 more. I am disputing this but getting no where so far but wont give up!!!!

Also you are right about the brochure - very misleading. On page 5 it states Sunshine first is 'all from £199 per person...' then on the next page it states 'Upgrade to Sunshine First from £249pp!!!'
In hindsight probably shouldnt have booked with them, but the reports on this board several months back were excellent but now I am only reading horror stories!
CJ

 

[rob@rar.org.uk]

Natalie, I'm no lawyer but I think you have a strong case for suing TCD for breach of contract.

The more I hear about this company, the more I think they have no respect for their customers. It seems that they have no qualms about cancelling confirmed reservations (as in Natalie's case), perhaps because they want to sell those seats to a more lucrative customer, or in my case changing their offer after they quoted me a firm price. At the very least this is sharp practice...

I'm not expecting to hear anything positive from my complaint, but I hope that anybody who reads this thread will think twice before booking with TCD.

Regards

Rob

 

[LINCLAIRE]

Reading the views here makes me regret booking next year with TCD but like CJ, I heard lots of good things about them.
I wish I had stuck to Virgin now.
When I booked, I was told that the deposit was £70pp, no mention of it being only half the required amount, so I paid for 11 people -£770.
Next thing I knew, I was being threatened with losing my booking and the money I had paid if I didn't cough up another £770 at once.
Turns out that I had only paid half the deposit in the first place but I clearly remember having a conversation with the girl on the phone commenting on their low deposit as I was used to paying £100+ with Virgin- She made no mention of me only paying half the required amount.( special / early booking deal etc)
maybe I had been a bit ignorant but I was really peeved about it at the time.
Lin

 

[The Lost Boy]

We are travelling October next year. We have always travelled with Virgin, and are in the lucky position to be able to afford to upgrade to PE.
I was interested to compare TCD sunshine first to Virgin PE. We are DVC members and dont need accom therefore requested fly/drive prices.
The quotes were very similar to each other, but more interestingly at no time did the sales rep from TCD say to me that I couldnt upgrade to sunshine first on a fly drive package. (I asked for these quotes last week!!)
Sounds like sharp practice to me - They are happy to take your booking when there is availabilty, but clearly package deals are taking priority at a later date and fly/drive customers are being let down.
Classic example of a company who try very hard to win business at start up, but grow too quickly and forget what made them successful - Value for money and customer service.
I might add TCD are not the only ones who suffer from this, the same finger could also be pointed to Virgin upon occasions.

 

[disney daft dad]

At last they are being found out!!!!! I have been on these boards for a while now and everytime I hear Travel City being mentioned I cringe!! However, I have restrained myself from adding any comments in case it was perceived I was doing self interest ( I am a self employed travel counsellor) but in my job I quote hundreds of holidays as do my colleagues to Florida and often TCD will undercut us, but this has to be at a price!!! They must cut costs where they can to allow for this discounting... older aircraft, sneaky costings, last minute extras etc......

By the way I received my 2004 Florida brochure from yesterday and it's hardly worth the paper it's printed on.... and can some-one tell me since when did Disney change their Ultimate Hopper tix to Ultima Hoppers!!!!! Ok my rant over with.... I do hope that people with booking for this year have a great time and a great flight, I am all for getting to the best place in the world at the best price...(IMHO this is not necessarily the lowest)....

Good Luck

Disney Daft Mum

Val
xx

 

[cjc]

Earlier on this discussion I placed a message saying that I was having trouble with my 2004 booking with TCD, and in hingsight having second thoughts due to other negative stories BUT.....

TCD MUST be eager to uphold their customer service and provide a good service, as this evening received a call from Steve Boardman - Marketing Director. Following reading my message, and those of other Disboards members, he traced my booking (not sure how) and wanted to rectify my outstanding issues.

To their credit he offered to cancel my holiday with no penalty but I quickly declined as my family are all looking forward to Sunshine First and 2 weeks of WDW/Universal. Steve promised to sort out my problem and will confirm everything in writing, which I hope will arrive soon.

Therefore very happy that everything is resolved and now looking forward to our family holiday and can only praise them for sorting everything out.

As the Lost Boy stated ....."I might add TCD are not the only ones who suffer from this, the same finger could also be pointed to Virgin upon occasions" TCD are not the only company to make mistakes and at least doing something about it. Some big companies just dont bother.

Now I have reassurance that I was right in booking with TCD - and despite the early hiccups we have a super holiday to look forward to...

I hope more people have some POSITIVE feedback on TCD, who are listening to their customers, reading these boards and taking action. Linclaire I am sure we have made the right choice

CJ

 

[rob@rar.org.uk]

If Steve wants to contact me to help resolve the problem I've had with TCD my email is rob@rar.org.uk

I won't hold my breath, but it would be nice if this could be sorted out.

Regards

Rob

 

[AlexE]

So its not just me they are picking on!

Was anyone on the flight delayed by nearly 5 hrs out of Gatwick on 24 May - what a nightmare. Rather than give meal vouchers at the 3 hr mark they 'served' drinks and individual apple pies after 2 hrs!

We did fly in their sunshine first cabin and it was wonderful staff were great and they couldn't do enough for us - they did have a child of 3 in the cabin though she was no trouble - it could have been a nightmare!

We stayed in Orlando at the Renaissance Worldgate which was great then the real nightmare started.

Went to Clearwater Beach and it wasnt until we got home realised that TCD has booked us into the wrong hotel - 2 hotels named the same only that one had Hilton in fromt of it on the same street - how daft is that!

Hotel couldn't find out booking and when they realised we were TCD they chacked another database - must have ben the Mugs database - they gave us a room with a concrete grill outside the window - that was the view.

When we complained they said that this was the room the TCD has requested for us! We were then moved to a harbour view - yes it was but it was over a 4-lane carriage way that only cleared between the hours of 3 and 6am. We had to move back to Orlando area at our own expense as TCD representatives didn't reply to our voicemail message. Had a fantastic time at the Courtyard by Marriott in LBV though.

Am waiting for TCD to reply. Unfortunately we booked on recommendation from a friend at work and various internet boards and were daft enough to book a flight with them in September.

Sorry about the novel but it gets me so annoyed that travel agents treat their customers with so little respect and sympathy.

Next time we will stick with what we know - Virgin.

 

[rob@rar.org.uk]

I'm pleased to say that Steve Boardman has got in touch with me. Credit to him for taking the time to do this. I will let you know the outcome of our discussion.

Regards

Rob

 

[SimonV]

I'd just like to point out here that I have never known a tour operator pay attention to Discussion Boards (such as this) as TCD do. To my mind it is pretty astonishing, as the majority of companies would just put it down to the unfortunate minority, of which every TO has. By the end of this year, TCD will probably be the biggest operator to Orlando, surpassing Virgin, and that obviously brings a whole host of extra admin and logistical headaches.

In this instance, I know Rob well enough to realise he is only airing a genuine complaint. and he has the experience and tact to put his thoughts across sensibly. It doesn't help anyone to air grievances out of spite and small-mindedness, which has happened in the past (but not from anyone here, I hasten to add).

The day Richard Branson chips in when there are problems with the Virgin service (which we have seen in the past, proving that everyone if fallible), then I shall really eat my hat!

 

[R Branson]

I'd just like to point out at this point that Travel City Direct are not the only people who monitor the Bulletin Boards......