Bad Service

I’d like to express my dissatisfaction with your level of service. Fawzia and Amber have **** to me on multiple occasions. Fawzia contacted me about holiday bookings; I told her that I had already made my December bookings through First Group, to which she convincingly advised that I should do so directly with Ekko because I am a member of the aforementioned. We decided that I would cancel my bookings with First Group. I called the lady at First Group and she went personally to the lady to request the cancellation.

First Group cancelled one booking, which she reserved as soon as it became available, but she failed to reserve the second one. I've tried several times to resolve the issue, but they're giving me the runaround, promising to call me back. They are dishonest and inconsiderate to their clients, with no remorse. When I ask for your complaints department, they say there is no complaints department and when I asked to speak with the complaints manager they referred the call to the lady at First Group, trying to convince me that she is the complaints manager. I have been waiting for them since early March to get back to me.

I hope you agree with me that this is not acceptable under any circumstances. I trust that you will deal with this issue in a top urgent fashion. I also trust that you will take the necessary precautions to prevent such incidents in the future.