I was very disappointed in our travel agency's overall performance on how they setup and coordinated my trip to London and Scotland. Prior to the trip they spoke about how important it was to have everything coordinated properly, but when we were on the trip they kept changing things which made it incredibly hard to know what was taking place. Just a few examples that we experienced:
They switched Thursday's schedule to Saturday and Saturday to Thursday which we found out once we landed in London. However, they tried to move the Saturday river cruise also to Thursday which I had to tell them we had other dinner plans which they new prior.
On Friday afternoon I get a call from our agent that they moved the dinner cruise to Friday night. I again informed them that we had dinner plans for Friday night (they had been informed of this as well) and the dinner cruise needed to stay on Saturday. The person on the phone was very difficult to understand (poor English) so I was uncertain if my message had been heard.
Sunday, arrived to pick-up BMW 5 Series car and was told they did not have one or one of similar likes. Agent told me they just received the request the night before after the office had closed. He showed me the paper work that validated that statement. After waiting for over an hour, they managed to find an Audi A6 that we took.
We had lunch reservations in Oxford but when we arrived the town was a zoo, zero parking could be found anywhere. One would of needed to park outside the town and be bused in. We were not told this so we ended up leaving and found a McDonald along the way. While traveling to the Cotswold area, we are informed they changed hotels on us - described as an upgrade. Of course at the dollars we were paying we thought we were at an upgrade place. Anyway, all we had was the name of the place. We assumed it would of been in the same area as the original hotel. Not so. A good 30 minutes before but unfortunately we didn't find this out until we were close to the first hotel. Needless to say we had to back track a bit. Once we found the hotel, we were told the only rooms they had were queen beds and by the way the restaurant is booked for both nights. The manager told me they informed my travel agent of this but they still requested the changes.
Dinner for the following night was near the original hotel location which was 20 to 30 minutes away on narrow and winding roads. My travel agent did nothing to accommodate us, must of expected up to make that trip late at night. Needless to say, we did not.
Arrived in Edinburgh at the hotel. We were scheduled for dinner at Forage & Chatter for 8:15pm. Arrived at restaurant only to be informed no such reservation. I showed them my voucher that I received from my travel agent but that didn't help. They did find a reservation for us two days later. Since they had no openings, we went back to the hotel.
There were other issues but I think you are getting the point on how unorganized this travel agency is and certainly would not recommended them to anyone. One last point was we were scheduled to take a flight out of Glascow to London. I had taken the voucher which said the plane left at 9:20am and didn't think anything of it. I was to pickup boarding passes at the hotel which I did and immediately realized they had a different time. The problem was made more difficult because the boarding passes were sent to us in Italian. We were able to figure out the plane leaves at 7:45 and not 9:20. Again, small issue but frustrating...
Many of the guides we had were excellent and clearly enhanced our trip.
I would not use Zicasso to provide a Travel Agent. Instead, I would go directly to a Travel Agent and work with them.
The second thing is not to allow two walking trips on the same day. Our travel agent did this two us at the last minute and walking over 7 hours in one day was way to much for two people 65 years old.
TRAVEL COMPANY'S COMMENTS
Dear Mr and Mrs M,
I would like to thank you for providing your candid and honest feedback and apologize the experience you had with us did not measure up to your expectations. We take this type of feedback very seriously and are in the process of working with our vendors and suppliers to ensure a similar situation doesn't happen again. I am writing to you from Europe as I have called on all the services to meet with me. This type of feedback is invaluable, as it helps us grow as a business and continue to make improvements in the services we provide to valued travelers such as yourself. We have always strived to provide a perfect experience for our guests and it’s a real wake up call when our 99 percent satisfaction rate failed to happen.
I hope in the future you might consider giving us another chance to provide you with a much better experience.
Each review is written by a verified traveler who was matched by Zicasso to the reviewed agency. Traveler must have purchased and traveled.
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