I have booked a trip to Thailand via dreamtickets.co.uk for two persons, 13 nights in a luxurious 5-star resort. Booking of return flight has been confirmed within no time, however, confirmation for accommodation was still pending. Meanwhile, payment for the trip has been made in full in order to receive final confirmation for the trip. The agent has also informed, that the accommodation at the resort can be booked only for 12 nights, since everything has been booked out. In return I have been offered the same trip fro 12 nights, instead of 13. Note that flight tickets have been confirmed. Due to the fact that accommodation was not available for 13 nights, the flight has to be changed, thus incurring additional expense (due to changes of ticket category), which exceeds the price of the trip for 13 nights. Thi has been offered by the agent as a solution: shorter trip for the same price. I didn’t agree and asked them to find the solution for this situation, eventually, agreeing to accept refund of 1 night accommodation costs at the resort. 5 working days prior departure travel details and voucher have not yet been received. Terms and conditions of dreamtickets.com state, that the travel documents must be issued no later than 10 days prior departure. In response to my call to the agent the documents have been issued with the travel details for ONLY 12 nights for the same price. This has been done without any agreement with me. Terms and conditions of dreamticket.com state that due to major changes of the travel (among which flight change of 24h or more is considered as major) and appropriate solution must be provided or the money refunded in full. Since the vouchers have been issued, I have been left without any possibility to neither cancel the trip nor find the solution. Besides, since the trip has been fully paid and it was only 5 days prior departure, in the case I would cancel the trip I would lose 100% of total amount.
Later, the agent and also after phone call with senior manager, I have been offered a compensation for one night accommodation costs. After the trip the money hasn’t been still transferred. I have contacted dreamtickets.com several times and asked for the updates, but the only answer I received was that they will contact me. Now it is another 2 weeks I called and talked to their manager, who told to give a call back within 20 minutes.
I tolerate various delays and system malfunfunctioning, but direct breach of supplier’s own imposed terms of conditions and open negligence of facts can’t be tolerated.
TimF
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