All reviews of D Nicholls
Review about: Voyage Privé
Package holiday
Absolutely appalled at the "customer service" after a catalogue of failures with our holiday.
We had a package holiday booked with Voyage Prive, which included a BA flight, for September last year. It was when trying to check in for the flight the night before departure that we found to our horror the flight didn't exist - and everything went downhill from there. We quickly called Voyage Prive who checked and said the flight had been cancelled, but they weren't aware of it until we called them. We asked for an alternative, but they said there were none available on our departure day. However, that was the first untruth of several, as we quickly found an alternative ourselves for the same day. So we contacted VP with the details and they rebooked us on it. As it was a different airline, departure time and airport we asked them to ensure our transfer collection time on arrival was amended accordingly ...
Fast forward to arrival at our destination and our transfer was nowhere to be seen. More hassle and phone calls later, we discovered the transfer had actually been cancelled so we had to wait for an eternity and pay for alternative transport. When we (finally) got to our hotel, surprise surprise, they were not expecting us on that day either. Since then we have been ... our heads against a brick wall with our complaint, even though British Airways confirmed they informed Voyage Prive of the original flight cancellation FOUR months in advance of our trip! Four months prior knowledge that could have saved us a lot of stress, inconvenience and money. The fact that our transfer and hotel were not expecting us is further evidence that VP knew in advance about the cancelled flight, but they refuse to accept any responsibility, and have done nothing but fob us off with patronising emails since.
You only find out if a company truly values its customers by how it deals with complaints and issues. Ours remains unresolved, and the way we have been dealt with is totally unacceptable. 0 stars should be an option in this case.