Sick and tired of pentravel!!!!!!!

My partner & I went in to pentravel clearwater store for the first time on the 20th of January 2018. We were met by a lady named Tarnelle Peterson who was the consultant who attended to us.

Our request to her was:

Put together a trip for us, for 10 days to Thailand and Dubai Arrange, via your suppliers, a football trip to the UK for myself and a friend.

To date, the logistics on both have not been finalised, one week short of 5 months later.

Football Trip

After 3 separate visits to remind Tarnelle, and her taking notes on my requests from scratch every time, I still needed to follow up and have had no joy. I informed her that I could look at another vendor but she insisted that her travel partners could arrange something. The football season came and went and missed out on the opportunity to go because of the multiple delays, which in hindsight I should have arranged through an alternate vendor. A month and a half ago, I was informed that she no longer works there and nobody from the franchise could pick up my request or trace what had gone wrong or why the trip was never arranged. The football season has ended and I will now have to defer that trip to 2019.

Thailand and Dubai

While Tarnelle was still there, she gave us scenarios on trip costs etc and we agreed to the costs and logistics. We needed to constantly call her and follow up without much joy. When we made trips in to the store, she either said she was awaiting feedback from the supplier or we were told she was not working on that Saturday when we arrived there. We made, at that point, about 3 or 4 trips in just to finalise our trip!

By March we were fed up and after realising we were not getting joy, we instead went to the branch at the Glen. We specifically told the consultant there that we did not want to deal with Clearwater. Despite that, she still chose to refer the matter back (Mail attached) We then paid in full in March, and had specifically requested that our visas be completed for the Dubai leg as well as pre selected seating for our flights.

We were contacted to come and collect our travel packs and on arrival, when we asked for our visa status and she informed us that we do not need visas for Dubai. She said we just needed our itinerary. I argued this with her as I have been to Dubai before and she said she would follow up. Tarnelle then called us in the week and asked us to submit our documents, pictures etc for the visas We went in yet again, dropped my docs and went off. There was no contact again for a while.

When we called back to follow up, we did not get a response from her and was eventually notified that she had left without a call from your store to inform us that her portfolio would be assigned to someone else. We then had to make what was possibly our 6th trip in again and a new consultant had to try and pick up the pieces on our outstanding requests etc. (Her name was Nisha Mohamed if I recall correctly) She was quite helpful and managed to find out that our seats were not pre-selected as we specifically asked. She helped to sort that out for us. She said she would follow up on the visa issue. Later that week we were contacted, we were informed that my photo was not on file and I needed to come in to drop it off for the Visa, which I did do, and another consultant scanned it in and promised to give it to the responsible consultant.

A week or so went by and when I called in, I was informed that someone would get back to me, and a lady did call me back to say that I wouldn’t get my visa up until 30 days before the trip as per standard process for a Dubai visa. The 30 day period had commenced and so I went in this past weekend to query, and a consultant who said she was new, took our details and promised to have someone call us back. Someone called us this week and informed me that the VISA process has still not commenced because my photo was not on file. So yet again I need to make a trip in, with just 3 weeks togo before the trip, even after I have paid in full 3 months prior!

My frustration, is that despite so many visits and calls, things are still not sorted. Had I not called in or visited the store on all those occasions, nothing would have progressed.

In fact had I not gone in on Saturday past, I would not have known that the visa's have still not been app**** for.

Surely a consultants profile is accessible on the system for all others to access so that when a client comes in, they don’t have to be told that someone will contact them in the days to come. If I have made the trip in, the least I expect is for someone to be able to give me a status update.

This has got to a point where I am no longer even excited about the trip, let alone confident that I will have things sorted by the time I leave.

This has been an absolute nightmare!