Unqualified and uninformed Sales Consultant

<p>To whom it may concern,<br />My husband and I wanted to book a Mauritius holiday with our 2 small kids. After looking at many packages online, my husband said he would rather go to the Flight Centre branch in Nelspruit at the Grove. He met a lady with the name Nothando.<br />He told me to go with him the following day to speak to her. From the start we made it very clear that we wanted a package that included everything. Not being a frequent traveller, I do not know the difference between full board and all inclusive. <br />Any reasonable person (including many people we have asked) think that half board in not all inclusive, but full board is all inclusive.<br />On the two occasions meeting with Nothando, we had multiple conversations on what we were going to do on the trip. I specifically said that I am happy that my kids could drink coke as much as they wanted to. We had made several jokes regarding this matter. My husband still asked her if they had good bear locally.<br />She sent me two quotes. One for Radison Blue and one for Solana Beach Resort. She still advised that Solana is a better choice. We went with her recommendation and I then received the electronic quotation that had to be paid that same day, the price had by then after one day increased due to taxes. This all transpired in the latter part of the day.<br />I accepted the quote electronically and my husband had to go to the branch and pay the money per master card.<br />She let us know that we had to come in to collect our tickets. On the last visit with her, she did not go through the quote step by step. My husband did ask her to confirm that everything would be included, and she confirmed.<br />It was never explained to us. She gave us our red folders and instructed which was for arrival and departure. At NO point was the package explained to us.<br />The face to face conversations confirmed everything and I just put my trust in her to quote for what we requested.<br />Upon arrival in Mauritius, the representative also told us and the other couple that all drinks were included and joked that expensive French champagne was not.<br />At one point one waiter pointed out to us that the items with asterisks next to them were the items we cold choose from and we strictly stuck to that.<br />On our last evening returning from dinner, we received the drinks account in the room amounting to 19000 Mauritian Rupees! I was shocked beyond belief. I went to the reception immediately where they said that full board meant food only. This was the first time I started asking what full board meant.<br />I was so taken aback. I called the Flight Centre branch. Nothando was off work and I spoke to rayline. She said she would try to help, but I received a Whats app from her the following morning saying that there was no proof.<br />I was left with no choice but to pay the bill with my credit card. This was not budgeted for and it never crossed our minds that we would have to pay for the drinks.<br />We spoke to a lot of guests at the resort. All of them were on an all inclusive package. They were just as astounded when they heard about what happened. Another couple that booked the same flights, same time also through Flight Centre, paid less than us and all their drinks were included.<br />Obviously having face to face consultations, I do not have any email proof and just trusted that what we asked was being done.<br />My husband phoned Nothando the day after our return. She admitted that it was her fault and said she was waiting for some paperwork from Management. She told my husband that she is going to pay us off monthly from her salary.<br />That is just ridiculous. If she admits responsibility, then surely Fight Centre should refund us in full immediately and sort out payment plans directly with her?<br />I then got in touch with a customer care consultant, Samantha Jordaan. She investigated and basically we were told that I had accepted the electronic quotation and that meant that we were solely responsible. <br />When I questioned the fact that Nothando admitted responsiblity, I was told that she was a new consultant. Why was she not then assited by a Senior consultant.<br />I cannot leave this matter here as I am sure you can understand?<br />I am very disappointed with this experience and require urgent immediate assistance.<br />I will never work through flight centre again and will definitely not recommend anyone.</p> <p>Your urgent response will be appreciated.<br />Regards<br />Desre Sill / Michael Sill</p>