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Mandisa M

1 reviews | Active since Nov 2022

08 Nov 2022, 11:50

Shocking experience

I have to lay this complaint, about the shocking treatment I have received from Grandeur Tour as they REFUSE TO GIVE ME A REFUND. Back in early 2021, I booked two trips for my family, (Venice- 20 June 2021) and ( SA Round Trip- December 2021), though both cruises got cancelled due to covid. Originally I requested a refund but reached a compromise with Grandeur tour that the amount of both deposits will be passed on to my next trip.

But to my surprise, Grandeur Travels are not reliable and enjoy going back on their words. They refuse to do the agreement we reach. All of a sudden my deposits are not only un-refundable but also will not be transferred to my next trip. This came as a shock because I have been a loyal customer since 2015, but it seems I don't matter. I am simply a cash ***. I am extremely disappointed.

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Replies (1)
Grandeur Travel
Grandeur Travel's reply29 Nov 2022, 13:37
Official
 
Thank you for your noting the service you received. As a consumer we all expect a level of service that we feel is fair and transparent. 

All customers were updated during the Covid period as indicated by yourself, as we received updates during this unprecedented period. It tends to become frustrated, and we sympathize with you and have from the very beginning been in contact with yourself, Ms Mali. 

During this period what was discussed around the cancelled trips and future amendments – still awaits feedback from yourself. 

Your personal assistant was emailed and then the current personal assistant too -email sent Thursday, 20 October 2022 13:30 from *** - we’ve had no response to our office. 

Awaiting feedback, we are here to advise and to assist you inline with the communication that has transpired between your person and ourselves to date. 

 

Grandeur Travel 

Customer Service