I returned from a holiday in Spain on 29th May to discover that when I picked up my luggage one of the cases was badly damaged. I then contacted Aviance at Glasgow Airport who checked the case over and completed a complaints form. I then e-mailed their customer relations and to today had to phone their Edinburgh office where I held on for over 55 minutes and still no one answered. I then contacted another nos which was for payments and they eventually put me through only to be told by the person I spoke to that they had never received any of the e-mails that I had sent even although they were all sent on their official site and confirmation that they had been sent ok was received. I am still no further forward as the case that was damaged was a present for my daughter-in-law and without the receipt they are only prepared to give me £20.00. (My daughter in laws birthday was 4 days before we actually traveled) I have advised them that I will be complaining to ABTA about their level of service and in future I will be looking at alternative agents when booking holidays. Their lack of customer service is terrible and I cant see how they ever became Scotlands No 1 - if given a vote I would put them way down for their level of service - which is take the customers money and then run.
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