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RL
Roushka L

1 reviews | Active since Feb 2016

22 Dec 2020, 23:16

Making customer pay for their negligence and utterly rude

Will never use them again. They changed my holiday on their own between themselves and the 3 party agency (for which i have email proof and did share with the operations manager of the group) and because of their mistakes or poor communication i don't get a full refund. Now that branch has closed down and I'm left with out a full refund which was caused by their negligence. The height of rudeness was also on the next level after they made a mistake. Utter lack of responsibility.

Booking for Bali for 2 for 6 nights done through Sure Travel Rendezvous who then booked through the Holiday factory for 20 March 2020 and on 18th March 2020 they took the liberty of changing my holiday to 4 September 2020 without my consent.

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Replies (3)
RL
Roushka L's update22 Dec 2020, 23:25
Reviewer Update
I did take it to the consumer goods and service Ombudsman but because the Rendezvous branch had closed down, they then closed the case after engagements and getting me partial refund. However this shouldn't be the case as the group is still in existence and just that branch was closed.
Sure Travel
Sure Travel's reply23 Dec 2020, 11:41
Official
Good Day Roushka
We had dealt with this matter in April and had managed to get a substantial refund from Holiday Factory on your behalf less cancellations. 
All Sure Offices are Owner Managed and we had advised to take it further with the CGSO as we were then unable to intervene.
Regards

Stephen

RL
Roushka L's update24 Dec 2020, 09:37
Reviewer Update
Good day. I do agree that we did discuss and have mentioned that. However I think people need to know what they are getting into when using sure travel, because I shouldn't have to pay cancellation fees for something I didn't approve. It just goes to show that the group has no influence over the individual branches, because even with email proof there was nothing you could do which is unfair to the customer. A significant refund is not sufficient given that my holiday was changed without my permission.