Unactioned Requests, Impractical Support Abroad, Long Call Center Waits

Very disappointed with Vitality Travel’s service.

On 1 April, I called to change our return flights from Türkiye to South Africa with Emirates (considering the crisis in the middle east). The changes were confirmed during a 28-minute call (after an initial 11-minute call that was disconnected), but 48 hours later nothing had been actioned. This left us stranded over the Easter weekend while your offices were closed, with only an expensive after-hours line as an option.

We were forced to approach Emirates directly, who assisted us immediately - despite their policy requiring changes to go through the agency only. They also helped with layover arrangements (Dubai Connect), something Vitality Travel failed to do.

To add insult to injury, I received an email offering assistance only after we had already returned home.

Poor service, lack of follow-through and no accountability. I would not recommend Vitality Travel.