Very disappointing customer service and…
Very disappointing customer service and experience. Made me glad I didn’t proceed with this company as they are more about getting your money than looking after customers and giving a good experience. Would have considered rebooking or using again in the future had I not been met with requests for more money from a slow robotic customer service representative that was not remotely interested in being helpful or understanding. I requested a refund of my deposit as I was forced to cancel my trip due to personal circumstances (life happens). Received a cancellation notification but nowhere did it outline why they were keeping the full £250 deposit despite me cancelling months in advance. Couldn’t find the T&Cs on the website and took me badgering them via email to get their policy on deposits. I was told in an email that the deposit is retained to cover the cost of arrangements that have already been made, in good faith, on my behalf. I simply enquired if they could outline how £250 is a fair and representative amount to cover loses incured on a few occasions but have been met with silence so seems an excessive figure considering cancellation was months out.
I’ve also asked they remove my personal details and close my account but again heard nothing which is concerning as to whether they will look after my data with the same care they look after their customers. A lot of companies will offer at least something back due to cancellations, even a good will gesture but not these. They couldn’t care less so probably better to find another provider. If they arnt going to look after customers on a simple thing like this then why would I trust that they would look after me up a mountain.