Poor customer service from Flight Centre/CruiseAbout Baywest

We would like to share our experience with Flight Centre Baywest – now known as Cruise About Baywest (Port Elizabeth). In May 2017, we booked our honeymoon to Thailand for December 2017. We booked early to avoid the holiday rush. When deciding which agency to use, lots of people recommended online agencies located in Durban and Johannesburg – but we decided that it would be best to organise such an important trip with a travel agent face-to-face at a more reputable company. What an overrated decision. We went to Flight Centre Baywest and we were promised the moon and the stars. We explained what we were looking for. A package was sent to us and we had to send reminders for a quote – that should have been the first clue, but we went ahead and booked anyway. It seemed promising. We researched the hotels and we upgraded one in ****et because it seemed more appropriate for a honeymoon – and the travel agent recommended it. We paid the full amount and that was the end of it. Literally the end of it. We had received no confirmation by middle November, so we decided to go in and check everything with the agent. We arrived there to discover that there is not even Flight Centre anymore. The name has changed. Would have been nice to be informed, because at that point we thought they were gone. Luckily everyone was still working there. Our agent wasn’t there but a colleague ensured us that all will be okay and told me that our agent will call us (still waiting). I emailed her, she rep**** a week later, promising that she would keep an eye on our booking. Went in again to confirm – she wasn’t there. So off we went, not sure that if there is going to be a transfer waiting at the airport in Bangkok. Our flights were all an hour earlier than what it stated on the itinerary. We almost missed the first one and had to keep a close watch on the others. After a few days when we had to leave Bangkok to ****et – our flight was not even in operation and we were put on a flight much later, which would mean we lose our place on the last ferry to the Phi Phi Islands which would leave us stranded at an airport for a whole night. At this point we contacted her, and we were told that it is “2 in the morning”. I felt like that was not our problem, but we sorted it out before she could even log in to the system. When we told her that it was sorted, she said: “oh I see your flight has changed, I was just about to suggest you do that.” I thought that she checked our reservation? She said so in the email. How did she not see then that our flights changed in a way that would have a negative effect on all our transfers. She also did not bother to book a honeymoon package of any sorts, or inform the resorts that we are celebrating. When arriving at our hotels, we had to watch other couples get special treatments and gifts. I saw some lovely flowers on a coconut which I wanted to buy, only to be told it is reserved for the honeymoon couple…I AM ON HONEYMOON! If we had to pay for that kind of treatment – we would, we never complained about money or discussed a budget. But at least offer it to us so we can have the experience and decide for ourselves. We assumed that stuff like that would be included in a HONEYMOON PACKAGE. Oh and that upgrade I mentioned earlier that she recommended? Turned out to be the ****piest room with a view of a rusty window and a roof with a used ******. I have pictures. We took it on ourselves to upgrade to a room with a decent view. The agent obviously put no thought into this trip as all the rooms she booked were pretty basic with not as much as a card to welcome us on our honeymoon. Once again, we never discussed a budget and we weren’t given options. It seems as if customer service is not a priority to Flight Centre/Cruise About, because when they have your money you are on your own. In that case, the next person wanting to book through them, just do it yourself. At least you will know your things are correct. NEVER EVER will I use them again. I will rather take my chances with the online companies or do it myself.