I originally booked a trip for myself and a companion, which had to change. I was told this would be straightforward, I'd just need to select another trip for myself and the change would be seamless.
This was far from the case, but happened eventually.
The trip I went on was awful, I complained to Caledonian Travel when I returned, and followed up, making a suggestion that they send an auto-response. I was told this had been an issue with their system recently and to resend to a direct email address just in case, which I did.
I allowed several weeks and when I didn't get a response I checked how long I should allow. The allocated time period had passed and I was advised to check my Junk mail - something I do as standard several times each day, but checked and searched my emails again.
I think the matter was raised within their customer service team, stating my email address within the email (although it was the only email address I'd used for correspondence) and I received an email thread, which included their response agreeing with every point in my complaint.
In the body of their email they thanked me for confirming my email address and telling me I had changed the email address - which wasn't the case. They'd sent their response to my complaint to my original travelling companion, and included that person's email address in their communication to me, clearly breaching GDPR in multiple ways.
I pointed this out and had an email reply very quickly, telling me they'd just tried calling me, which again wasn't the case - they'd tried to call my original travelling companion. They asked for my phone number but this was provided and is correct in my account with them so far as I can understand, so I don't know how their confusion happened or how they have misplaced that piece of information about me.
I don't want to speak to them as my experience of dealing with them has been far from satisfactory.
There seems to be no end to their ineptitude and their proposed resolution is not remotely satisfactory. I have now given them almost another month to tell me what they'll do to rectify the situation and contacted them about their breach of GDPR and confidentiality once more. I cannot trust them or their accommodation providers to deliver what is a reasonable holiday experience and feel very disappointed - they have not met my modest expectations, which had already dwindled. It seems I am far from alone when I see reviews on other sites - of Caledonian Travel and their accommodation providers.
Emailed yet again, as requested here and have not even received an auto-response. Apparently this is due to the volume of emails Customer Service are receiving just now, which does not surprise me.
