STA TRAVEL Bad Customer Service!

I booked two packages to Bali in January. Paid each respective/matching totals accordingly. Only to find out on arrival that they had booked one room to share.

I sent an email to the agent i had initially dealt with (Jesse) to query why one room had been booked. Received a reply from Linford stating Jesse was on leave and he would not be able to assist, he would instead.

This was the beginning of a long and arduous email exchange at the beginning of my holiday! After a long flight.

It escalated to the head of the call centre for STA - Andrew Benson. Who, plainly put, said i should have read my confirmations properly and that the "pertinent call" where the agent asked me yes/no questions was proof to say i accepted 1 room. That it provided the final say. There is one particular call and they wont provide it, they claim to not be able to find the number. I made this call from my workline just before leaving. They could share calls Jesse made to me with ease, but took great effort to get calls i made to him - i received them eventually. There is one particular call i made before our trip to ask why only my name was the one visible for our accommodation, the lady i spoke with confirmed we had two separate rooms when i asked, and she had said Jesse was busy. But this is the one call they cannot provide me with, and they claim they sent everything and they cannot find the number provided.

At the end of the day, i believe i was ********** because i paid for 2 flights and 2 rooms, i paid for 2 packages not one package sharing. But according to Andrew , the travel standard and norm is to book one room even for these package deals.

This left a very bitter taste and i think they saved a buck and got away with it. But i most certainly will not be using their services - ever again. Hideous customer service to say the least. The "not my problem you should have read your confirmation" is a tough one to accept, as i know i am not been given all the calls! And what Andrew deems "pertinent" is obviously in their favour.

I specifically asked for their head of customer services and apparently thats all that STA Travel has, a call centre and have no designated Head of Customer Services. Maybe its time to get one, judging by reviews i have read.

I accept i should not have just accepted just my name showing, nor trusted what the lady said, that i should have insisted on speaking with Jesse. but i specifically called to enquire, on blind faith i trusted what the lady said, now i regret it.

Thank you for the lesson though.