I am EXTREMELY unhappy with the service I've received from the Travel House Holiday company.
I had issues right from the beginning, as I initially purchased a wowcher and I used the link they gave me, to redeem my wowcher. However my phone died, as the link opened and before I could enter my wowcher code or my details, in order to redeem my wowcher. When I went back to use the link at a different time, in order to redeem it and sort out the holiday details, it said it had already been redeemed, which was not the case. I then had to contact Wowcher to assist me.
After this I spoke with SD, who assisted me with redeeming my wowcher and sorting the details. He explained the my flight was late and asked if I wanted to change it, so I could get more time, which I agreed to. He sent me an email with a link, to pay an extra fee for this, which I used to do so and then said I had to reply 'Yes I confirm', which I did. I thought this was to confirm the extra payment, as he didn't explain otherwise and he hadn't given me a chance to read through the email, as he was still on the phone with me - made me feel like I had to rush if I'm being honest with you.
Now I've phoned back today, to try and change the departure airport, as the one it's booked for is way too far (I didn't realise this) and your other colleague has told me it will be another £240 that I would have to pay to do so; he said that you have to pay to change anything and its not refundable but I was not told this when I spoke to SD and I should have been!!!
He could have told/left me with some time to read through the email, as it was very long (i realised after i got off the phone with him) and then reply to confirm, once I had done so and was happy with everything, explaining that once i confirm i wouldnt be able to chnage or cancel. As it is he didn't do this or explain this whatsoever, not giving me a chance to read the email before I went ahead to confirm, as it seemed I had to do everything whilst on the phone to him. Is this normal? If so, this is absolutely terrible customer service and things need to be changed within your company.
I've also emailed the complaints department the beginning of this week (the 2 addresses in booking the email I received) and have yet to get any response. This is one of the worst customer services I've received, and I know about excellent customer service, as I previously worked within this area for many years. I would give 0 stars if I could. I'm inclined to cancel my holiday now and MOST CERTAINLY won't be The Travel House company again and DEFINITELY won't be recommending them to anyone else.
