We are now waiting once again for First Choice who claim to be looking into our case again. But typical of the experience we have had with them they sent me a email saying they would look back into our case but the outcome will be the same despite us sending them proof of our claim in writing made by one of their own reps. Remember in my last post I told you they said they did not use feedback made on trip adviser?? it angers me to see them using it to sell their holidays on their own website check this out for yourself. Trip adviser is good enough for for tempting holiday makers into buying holidays but not good enough for investigation into poor holidays. Seems they only act on feedback from forms filled out on the return journey which we know from our experience go missing. Another frustrating claim made by first choice saying we did not fill one in when we know for certain that both my partner and I both did. How strange they should both go missing. If you need to talk to First Choice about a poor holiday don't expect to get anywhere fast. Our case as been going on since October last year. Even emails to the directors office often result in a email been sent out saying thank you for contacting them and a response will be sent in a number of days. This just goes on and on. First choice have just dug in theirs heals made us out to be lairs despite been sent a letter from our rep. In my experience First choice are fantastic at selling holidays and will go out of their way to help sell you one, but one of the worst company's I have ever had to deal with when this go wrong. Made to feel like liars is one thing but not giving me any feedback to my concerns which I felt to be a risk to public heath is disgusting in my opinion. When I first contacted First Choice I was not interested in compensation I just wanted a letter saying thank you for bringing this to our attention and that they was acting on our feedback to ensure other holiday makers could experience a good holiday with standards expected from first choice. Instead this just seemed to make them defensive and made me feel I doing something wrong in looking out for other holiday makers and making comments that would improve their reputation.
Please see my last Post http://myfirstchoiceholidayvillageexperience.blogspot.co.uk/2013/03/first-choice-customer-surveys.html
Thursday, 18 April 2013
Thursday, 28 March 2013
First Choice Customer Survey's
An interesting update from First Choice today.
The Customer Care team advised us that they do not use Tripadvisor for their reviews or complaints.
We have been advised by First Choice that investigations are only based on customer comments made on from customer feedback forms. We have been informed that as we did not complete one they cannot take that into consideration.
we have, yet again, been accused of being dishonest, both my partner and I BOTH completed a feedback form on the return journey. We are advised that First Choice have no record of this. Ironically these are completed in unsealed forms, collected by Cabin Crew, I doubt that these are not vetted before submission, and as yet I have no proof otherwise. Despite having informed First Choice of our complaint, in writing, at ALL stages of correspondence it seems completely offensive to us that we should be treated like we are not telling the Truth.
In addition we are now informed that the investigation is only completed using the information provided, they will not request further information. A responsible company who take their customer experience as a priority. I will leave it to others to make their mind up. You may be interested to compare this approach with the TUI Code of Conduct which is available at their Company Corporate Website: Click to access code of conduct, I point you in the direction of the TUI Policy on page 4, Honesty and integrity.
http://www.tui-group.com/uuid/5a4a969abef14cd0a90c04724df0b3e8
May I state:
We have an original copy of the complaint made with the Holiday Village Reps, which in accordance to the Thompson Investigation process (or so it seems) would not be taken into consideration and will not be requested. We have now forwarded this to First Choice and await a satisfactory response.
Yet we have no apology and no re-assurance that First Choice are taking these matters seriously for the health of other customers.
The Customer Care team advised us that they do not use Tripadvisor for their reviews or complaints.
We have been advised by First Choice that investigations are only based on customer comments made on from customer feedback forms. We have been informed that as we did not complete one they cannot take that into consideration.
we have, yet again, been accused of being dishonest, both my partner and I BOTH completed a feedback form on the return journey. We are advised that First Choice have no record of this. Ironically these are completed in unsealed forms, collected by Cabin Crew, I doubt that these are not vetted before submission, and as yet I have no proof otherwise. Despite having informed First Choice of our complaint, in writing, at ALL stages of correspondence it seems completely offensive to us that we should be treated like we are not telling the Truth.
In addition we are now informed that the investigation is only completed using the information provided, they will not request further information. A responsible company who take their customer experience as a priority. I will leave it to others to make their mind up. You may be interested to compare this approach with the TUI Code of Conduct which is available at their Company Corporate Website: Click to access code of conduct, I point you in the direction of the TUI Policy on page 4, Honesty and integrity.
http://www.tui-group.com/uuid/5a4a969abef14cd0a90c04724df0b3e8
May I state:
We have an original copy of the complaint made with the Holiday Village Reps, which in accordance to the Thompson Investigation process (or so it seems) would not be taken into consideration and will not be requested. We have now forwarded this to First Choice and await a satisfactory response.
Yet we have no apology and no re-assurance that First Choice are taking these matters seriously for the health of other customers.
Friday, 22 March 2013
First Choice Don't Seem To Care
You will probably remember my last post when First Choice got back in touch and offered us £75 or £150 in holiday vouchers towards booking another holiday with them. They just don't seem to want to understand how this is unacceptable given the holiday we experienced. Please look at the photos on this blog and that was just minor compared to the raw bacon served up for breakfast and many other issues listed also on this blog.Please see Had we not made the Holiday Village remove this people could have been and perhaps ill during they stay back end of September last year.
I have also asked for feedback regarding what actions they have taken to make sure that other people booking the same holiday do not experience the same level of service we have. It makes me very angry that they have never asked for us for more details to conduct their investigation. Furthermore, despite my requests we are still waiting to be provided with the outcome of any such investigation, and I find it very difficult to understand how they have conducted a thorough investigation without this detail.
Since contacting ABTA I have realized that the last letter they sent us was back dated or posted late. Due to it dated the 15th of February and as you can see from my blog that the actual letter did not come until March. We have waited up-to 6 weeks on occasions to get any response to our emails. It would be very difficult to prove that these letters have been backdated or sent late, but first choice would have known this.
You think a company would be very grateful for customer feedback that would outline issues that could be easily sorted out. It works both ways, we have posted great feedback for this holiday village two years before. This time our experience was very poor and I only wanted to inform first choice in the beginning. That was early October and I am left to feel fobbed off. Over 5 months months and I believe the offer to be a little insulting given that we believed the holiday we were going on would be like the last time we stayed. The issues we came across, not to mention letters have made me feel that First Choice believe I am a liar and have at no point given me any answers as to the issues I informed them of, or evidence that they have addressed, even worse I still have not had a proper apology.
I have much better things to do with my time than sit here writing a blog but feel trapped into doing so, because its the only way people will listen and I don't want people feeling like I do after saving up for a holiday and been left disappointed.
If I could give any readers any tips they would be:
1. Before going on holiday please read the reviews over and over again and be confident in the holiday you book.
2. If you go away and things go wrong report it. If your rep does not want to know call the travel agent back home, make your complaint known. If you can, email a complaint at the time of your stay.
3. Take photographs of issues
We had to chase our rep to get the raw food reported officially, and it seems not to have made a ounce of difference anyway. So please make your points officially known to them on holiday, and at home on your return. We have learnt a valuable lesson this time.
First Choice will have to reassure me before I book a holiday in September for two weeks in Mexico because we will not be booking with them unless this is resolved. I believe that First Choice, TUI have the buying power of holidays and can often sell them to the public for less than some other agents can buy them for.
It is frustrating, as I do feel that they do offer good holidays and yes they are often cheaper but blooming awful when things go wrong. My email box gets blasted with emails from them offering holiday deals but they are not so forth coming when things go wrong in my experience.
I have also asked for feedback regarding what actions they have taken to make sure that other people booking the same holiday do not experience the same level of service we have. It makes me very angry that they have never asked for us for more details to conduct their investigation. Furthermore, despite my requests we are still waiting to be provided with the outcome of any such investigation, and I find it very difficult to understand how they have conducted a thorough investigation without this detail.
Since contacting ABTA I have realized that the last letter they sent us was back dated or posted late. Due to it dated the 15th of February and as you can see from my blog that the actual letter did not come until March. We have waited up-to 6 weeks on occasions to get any response to our emails. It would be very difficult to prove that these letters have been backdated or sent late, but first choice would have known this.
You think a company would be very grateful for customer feedback that would outline issues that could be easily sorted out. It works both ways, we have posted great feedback for this holiday village two years before. This time our experience was very poor and I only wanted to inform first choice in the beginning. That was early October and I am left to feel fobbed off. Over 5 months months and I believe the offer to be a little insulting given that we believed the holiday we were going on would be like the last time we stayed. The issues we came across, not to mention letters have made me feel that First Choice believe I am a liar and have at no point given me any answers as to the issues I informed them of, or evidence that they have addressed, even worse I still have not had a proper apology.
I have much better things to do with my time than sit here writing a blog but feel trapped into doing so, because its the only way people will listen and I don't want people feeling like I do after saving up for a holiday and been left disappointed.
If I could give any readers any tips they would be:
1. Before going on holiday please read the reviews over and over again and be confident in the holiday you book.
2. If you go away and things go wrong report it. If your rep does not want to know call the travel agent back home, make your complaint known. If you can, email a complaint at the time of your stay.
3. Take photographs of issues
We had to chase our rep to get the raw food reported officially, and it seems not to have made a ounce of difference anyway. So please make your points officially known to them on holiday, and at home on your return. We have learnt a valuable lesson this time.
First Choice will have to reassure me before I book a holiday in September for two weeks in Mexico because we will not be booking with them unless this is resolved. I believe that First Choice, TUI have the buying power of holidays and can often sell them to the public for less than some other agents can buy them for.
It is frustrating, as I do feel that they do offer good holidays and yes they are often cheaper but blooming awful when things go wrong. My email box gets blasted with emails from them offering holiday deals but they are not so forth coming when things go wrong in my experience.
Wednesday, 13 March 2013
First Choice / TUI UK Response To Complaint
Today 13/03/2013 we have had a response after sending a message to First Choice along with a link to my blog. We missed a call so they sent a email. We have been offered £** or £*** in travel vouchers. What concerns me about this is why they think £** would cover the cost of us eating and drinking away from the complex some nights because we was unhappy with the standards or the entertainment not to mention the holiday not been what we felt we had booked having stayed two years before. And why they feel £*** of vouchers would restore our faith in them. We are looking at 2 weeks in Mexico in September and I am not sure I have the faith to book with them again after this. I know things go wrong but you trust in a company like First Choice to reassure customers. This we feel we have not experienced. I would like to be advised that my concerns have been looked at and improvements been made so other holiday makers can enjoy their holiday and receive the same service and standards we did two years ago.
Yes I feel we was sold short of our holiday last year. We work very hard and saved for this holiday or should I say experience and we felt genuinely concerned for peoples health and let down. My partner was really upset by this. If I owned a company I would be very grateful for customer comments so I could improve things and avoid things going wrong. I would also be very happy to show my customers what I have done in response and how their comments have improved the service for others customers.
I would like to make something very clear. I stayed two years before at the Holiday Village Lanzarote and I was very happy to recommend this to friends and family. This place was very good with very high standards and that's why we went back. This was a great place to go if you was a family or a couple. So please understand why I feel very disappointed. I would also like to make it very clear that I have stayed at the Holiday Village in Egypt and despite the bad press it received we found it to be 5 star. Amazing clean friendly complex. With areas for adults and children with good entertainment for all.
Yes I feel we was sold short of our holiday last year. We work very hard and saved for this holiday or should I say experience and we felt genuinely concerned for peoples health and let down. My partner was really upset by this. If I owned a company I would be very grateful for customer comments so I could improve things and avoid things going wrong. I would also be very happy to show my customers what I have done in response and how their comments have improved the service for others customers.
I would like to make something very clear. I stayed two years before at the Holiday Village Lanzarote and I was very happy to recommend this to friends and family. This place was very good with very high standards and that's why we went back. This was a great place to go if you was a family or a couple. So please understand why I feel very disappointed. I would also like to make it very clear that I have stayed at the Holiday Village in Egypt and despite the bad press it received we found it to be 5 star. Amazing clean friendly complex. With areas for adults and children with good entertainment for all.
Friday, 8 March 2013
This Week We Will Be Contacting ABTA About Our First Choice Holiday
This week we will be taking the first steps with ABTA to address our concerns regarding First Choice.
We have just received another letter from First Choice informing us to contact a third party if we wish and they will not be taking any more action on this matter. They think this sham of a holiday was acceptable. I will let you make your own mind up. Please Take time to read this blog. Anyone going through the same troubles with this company please see the links below or feel free to post your experience in the comments boxes.
What upset us even more than our holiday is how the First Choice complaints team at Luton have addressed our concerns. It as left us feeling like they either think we are making this up or picky.
ABTA First Choice Complaints Trip Advisor
You should try writing first to the below address
We have just received another letter from First Choice informing us to contact a third party if we wish and they will not be taking any more action on this matter. They think this sham of a holiday was acceptable. I will let you make your own mind up. Please Take time to read this blog. Anyone going through the same troubles with this company please see the links below or feel free to post your experience in the comments boxes.
What upset us even more than our holiday is how the First Choice complaints team at Luton have addressed our concerns. It as left us feeling like they either think we are making this up or picky.
ABTA First Choice Complaints Trip Advisor
You should try writing first to the below address
First Choice Holidays,
Wigmore House,
Wigmore Lane,
Luton,
LU2 9TN
Why Do We Feel Let Down By First Choice ??
After using First Choice for a number of years and staying at the Holiday Village both in Egypt and Lanzarote we gained a trust with First Choice. Last year we booked to stay again at the Holiday Village Lanzarote having enjoyed our stay two years before so much. This holiday could not have been anymore different.
- Cups and plates chipped
- Food at times luke warm
- Partly cooked/raw bacon. When we complained this was removed but soon as we turned our back it was put back on offer. It was not until we complained a second time this was removed
- Sweets and desserts at low level so young children could reach. We often saw children handle food and put it back
- Adults could not sit anywhere they were no children on these dates. Even though they were room aside for Adults these were cordoned off and we was told it was because it was late in the season so we had to sit along side family's with children in all eating areas and often the floors were covered in food from the children. Finding a empty table was not so much of a problem but finding one without food underneath was a little more difficult at times
- Often vending machines at the complex were out of order
- Children's entertainment till late. Even the adult entertainment felt it was often based around children.
- When my partner was ill I needed to find a chemist and was told by the reps I needed to walk or get a taxi into Playa Blanca which I did only to find out on my return they was a chemist close by only 2 minutes walk
- Good luck getting a sunbed. These are covered in towels very early in the morning before most people get up. Even though they are clearly marked signs saying towels will be removed, This is not the case
- Toilet doors open in the main bar. If you sat near the back you could smell these including vomit and we could see the heads of gents at the urinals.
- Although this is a holiday village and you expect children they were aloud to run around wild at times until very late and if you fancied bingo you needed to be close by a speaker to hear the numbers some nights.
- Second bar did not have any atmosphere and did a one hour karaoke when the main bar closed at 11pm (Hotel staff worked very hard and were very friendly)
- Terrible smell of the sewers from a neighboring hotel.
This is based on our stay late September to early October 2012 booked through First Choice. I can not comment on stays after or shortly before this. This is a personal review based on our experience during our stay on these dates.
We are left feeling very angry and feel that First Choice have just fobbed us off. We are still trying to this date to get First Choice to listen. My last email as not had a response yet. This was sent at the beginning of February. I do have a letter from them saying sorry our holiday was not up to your standard but looking at their feedback they did not have any other customer at this time with our issues. Find this hard to believe looking at trip adviser please see reviews. http://www.tripadvisor.co.uk/Hotel_Review-g652121-d499072-Reviews-Flamingo_Beach_Resort-Playa_Blanca_Lanzarote_Canary_Islands.html#REVIEWS and http://www.tripadvisor.co.uk/Hotel_Review-g652121-d499072-Reviews-Flamingo_Beach_Resort-Playa_Blanca_Lanzarote_Canary_Islands.html#REVIEWS and also http://www.tripadvisor.co.uk/Hotel_Review-g652121-d499072-Reviews-Flamingo_Beach_Resort-Playa_Blanca_Lanzarote_Canary_Islands.html#REVIEWS don't get me wrong they have some good reviews as well but then this used to be a very nice place to stay. This time we was very disappointed,
Tuesday, 5 February 2013
Months of trying to talk to First Choice
After months of trying to talk to First Choice they think our holiday was acceptable and are not willing to do anything about it. After letters and emails they will not listen. Instead just say sorry it did not meet our standards. In the mean time here are some photos inside our room at the Holiday village Lanzarote. These are just photos of our room and this does not address our main concerns which we are currently trying to sort out with First Choice. This at the moment is a non public blog that can not been seen in search engines until First Choice have taken our complaint seriously. If this can not be sorted out in a professional manner I will post a public blog allowing customers to make up there own mind before shelling out nearly £2000 a couple in some instances. Under law customers have the freedom to post pictures and information providing its a true interpretation. These photos don't lie and nor do I.
( This post is now live on google ) This complaint as been going on now since October with First choice. My next post will include issues we found unacceptable along with poor after holiday customer service. We found serious issues during our stay including part raw bacon been on offer at breakfast. When we complained it was removed to be put back on soon as we turned our back. We had not even walked 6 feet away when this was done. We made a complaint and made sure this was removed. First choice do not seem to want to acknowledge our concerns instead just say sorry it did not meet our standards and they have not had any other complaints at the time of our holiday in early October 2012. Our concern is people could get ill and the original complaint was made for concern and not for compensation. Although since I am very angry and disappointed at the way our concerns have been treated and feel First Choice have let us down this time. Early last year I would have recommend First Choice to anyone even The the holiday village because we had stayed before and it was excellent.
Still waiting for a reply from my last email First Choice. Seem to get emails every week offering holiday sales from them but waiting upto 28 days to be fobbed off then doing it time again is unacceptable.
( This post is now live on google ) This complaint as been going on now since October with First choice. My next post will include issues we found unacceptable along with poor after holiday customer service. We found serious issues during our stay including part raw bacon been on offer at breakfast. When we complained it was removed to be put back on soon as we turned our back. We had not even walked 6 feet away when this was done. We made a complaint and made sure this was removed. First choice do not seem to want to acknowledge our concerns instead just say sorry it did not meet our standards and they have not had any other complaints at the time of our holiday in early October 2012. Our concern is people could get ill and the original complaint was made for concern and not for compensation. Although since I am very angry and disappointed at the way our concerns have been treated and feel First Choice have let us down this time. Early last year I would have recommend First Choice to anyone even The the holiday village because we had stayed before and it was excellent.
Still waiting for a reply from my last email First Choice. Seem to get emails every week offering holiday sales from them but waiting upto 28 days to be fobbed off then doing it time again is unacceptable.
Subscribe to:
Posts (Atom)