Issue resolved with the right attitude and urgency

I upgraded my points in mid 2015 through an agency called Touchdown Corp. One of the conditions written down was guaranteed availability for December Holiday (a pre-requisite on my side). Long story short Touchdown reneged on the promise and were never honest in trying to resolve the issue. When I escalated and threatened to cancel, the Holiday Club staff I dealt with initially never bothered to read and understand the (very simple) issue at hand. Only after the matter reached management level did I start to feel like I was a customer.<br> <br> While I am not ecstatic, I have to give credit where it is due. The Holiday Club offered to cancel my contract but then resolved the primary issue, which was the December holiday booking availability. My advice to THC is to be careful of the level of experience of the staff handling complaints/queries. Customers are not always just being difficult. Credit to Judy P and Angelique Watkins for eventually sorting this out.<br> <br> As a result of their intervention , I decided not to cancel. Back in the happy customer column.