BAD SERVICE AND TRAVEL EXPERIENCE

We booked a tour with Flight Centre and we are currently on day 2 of our Egypt tour. We are exceptionally unhappy with the service received: - we booked 1 year ago and our agent continuously took the time to follow up on payment. But never followed up on our VISAS. When we HAD TO PHONE TWICE for our itinerary and etickect LESS THAN A WEEK before departure. When going through the documents we found out that we needed visas. We advised our agent on the Monday who then only emailed to say sorry about the delay in sending the etickets and that he did advise us about the visas 1 year ago. No email received about requirements, 21 day turnaround time or agencies that we could have used timeously etc. - we went to the embassy and actually managed to get Visas. Never receiving any assistance from our agent without asking. - When advising our agent that there is a possibility for cancellation he only forwarded us the cancellation invoice confiming we would lose everything. We had to phone On the Go tours to see what can be done, and also work through the insurance to possibly see where we can make up for the money lost. - We also found out about the Local payment to be made when receiving the itinerary. We were under the impression it was all inclusive. Only additional entrance, tipping and the meals not included to be paid - our main goal was to dive in Egypt and asked the agent when receiving the itinirary at which hotel would we be living at when at the Red Sea in order to book and research a charter close by and he advised that there is no way of knowing which hotel only to find out from another agent that this is actually possible.

We found this whole exercise to be exceptionally stressful and don't really understand what was the service delivery part that we paid for when using Flight Centre and the agent. We only received follow ups when we had to pay. If we knew this we would have just booked the tour through Pentravel who seemed more concerned about our holiday than confirming a booking.