Disgust and Disappointment

I would like to convey my disappointment and disgust in the manner in which the manager ( Dominique) at your Galleria branch , handled my mums and her friends first ever Ladies trip overseas.

Firstly, requirements of travel from my mum and her friends were conveyed to Dominque, who then chose not to listened and hoodwinked them into taking a deal and paying for it. Only to later realise that they were paying for a day or two at certain hotels but not being there to enjoy it due to flight schedules. She takes it upon herself to change your trip schedule and itinerary without consulting you.

In the weeks leading up to the trip, unfortunately, my mum was diagnosed with a terminal illness and was deemed unfit for travel by medical professionals. An email was received by Devon and Dominque regarding this matter. According to cancellation policy, notice to cancel for a full refund was 4+ days for the airline and 9+ days for the hotel. We had submitted notice of the cancellation 2 weeks prior to the departure date. Its none of our business if Dominique was on leave ( the excuse that she gave us), as we gave ample cancellation notice.

When contacted regarding the refund, Dominque had told us that she was fighting with the hotels regarding this matter. I, myself an avid traveller have never heard of such. A hotel has policies in place regarding cancellations for a reason. If ample notice is given, they abide by policy and issue a full refund.

We tried contacting Dominque again after a week and I'm still awaiting the phone call.

Dominique's attitude is unpleasant and definitely unprofessional. Not somebody that should be working in the travel industry.

But must applaud the rest of the staff that work there, as they were very compassionate and understanding of the situation aswell as very proffessional.

As a result of this experience, My family and I will never utilise the services of STA Travel in the future and I will be sure to inform friends and family.