Flight 9W61 Deparing Bankok for Bombay on Monday 6th July 09
Lorna Moir ticket number 0940387489 ref. BIISCC GDS ref. HXEUOJ
My 22 year old daughter, alone in Thailand at the end of an STA
holiday was awaiting her flight home. She was suddenly taken violently ill with sickness and diarrhea whilst in the depature lounge at Bankok airport. She was treated by the airport medical team, which involved being placed on a drip for 4 hours, antibiotics and medication. She was advised to take up the offer of a hospital bed, or to check in to a nearby hotel. She chose the latter.
The complaint is in regard to the uneccesary problems she was then faced with when trying to arrange her flight home.
Feeling as ill as she did, she contacted me, and both of us fought long and hard before we were finally able to secure a flight home for her on Thursday 9th July.
Jet Airways kept saying it was STA's responsibility to arrange an alternative flight, and vice versa, and my daughter was left ill and alone in Thailand to fight for help.
I have complained to STA and enclose their reply.
I want you to look into the details of this distressing and unecessary episode and await your findings.
Sheila Moir
STA's reply is as follows
Dear Mrs Moir,
Thank you again for your recent correspondence with STA Travel customer relations department. I have now taken the opportunity to look into the points raised and am in a position to comment fully and comprehensively.
First I would like to express how sorry I am that Lorna experienced these problems before her proposed departure from Bangkok during this difficult time for her.
I am sure you will understand, STA Travel strives to offer the best level of service to all our customers and it is this which we feel sets us apart from our competitors. On this occasion I would like to apologise if you believe our suppliers or we have not met these high standards.
After speaking to the booking agent and the respective branch, I have received sufficient information to offer a resolution. Firstly I would like to apologise on behalf of the booking agents if they have not provided a service, which meets your expectations. I have spoken to the branch manager and we will be dealing with this internally, to ensure it is a solitary instance.
We understand that in this competitive market, excellent customer service is paramount. We do at STA Travel try and provide a service, which meets your expectations pre and post travel and are disappointed if this is not met. I also understand how frustrating it is when you seem to be passed from airline to agent. On this occasion I can confirm that after speaking to the airline, the miss communication was a problem with the contract rules of the airline and not STA Travel's issue, after further discussion the airline allowed us to reissue the ticket and revalidate this. Of course I understand this time delay caused you unnecessary stress and I sympathise with both you and Lorna for this delay in amending the booking.
If you have any further questions, please do not hesitate to contact me directly. We also thank you for your comments and realise that these are the best tools for us to improve our service.
Concluding, I hope this unfortunate and unnecessary event will not deter you from considering STA travel for future trips.
Yours Sincerely,
Dan Mozley
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