As much as we value our customers, we also have a duty of care to our staff, and on this occasion the well-being of our team was more important than any financial benefit to the business your booking may have provided. I would also like to assure you that we were not trying to ‘offload’ you. It therefore became clear that, in spite of our best efforts, the service we provided would not meet your expectations. The two members of our team who spoke to you and tried their very best to assist you with your situation were both extremely upset as a result of the conversations that took place. I would like to assure you that our decision to return your money in full shortly afterwards was not taken as a result of being asked to be taken off our mailing list. Accordingly, we offered you the opportunity to cancel your holiday and receive a refund in full, but you decided to go ahead with the booking and made payment using an alternative card. This was explained to you in a subsequent telephone call, during which you expressed your dissatisfaction with the situation. Regrettably, as we did not have a commercial agreement in place with AMEX, our system would not allow us to take a payment on your card. After your initial call regarding the use of AMEX, we contacted the provider of our card processing facility to see if there was any way in which we could arrange the payment for you. Like many other tour operators, we are only able to take payment on either Visa cards or Mastercards. Naturally we are sorry we were unable to process your payment on an American Express (AMEX) card. Thank you for your feedback regarding your holiday booking with Distant Journeys last year. And as luck would have it we managed to find a similar trip at a lower price without compromising quality. Having read the recent reviews I certainly haven't changed my mind about avoiding this company. I did check the holiday we had booked and could see it was full so perhaps they had over sold and needed to offload passangers, hence the strange explanation refusing £7,400 worth of business and paying me for my other flights. So after returning my payment I made a claim for additional expenses which even more bizarrely were paid immediately. Some two hours later I received a rather churlish email from the MD saying he was cancelling my booking completely as they felt they couldn't live up to my expectations? An extremely bizarre response to asking to taken off their mailing list. After their refusal to compromise I paid the full balance using another card and requested I be taken off their mailing list for future bookings. I use Amex as it provides additional insurance. Nothing on their website or contract documents. Made a booking with this company and went to make final payment to be told they don't accept Amex cards.
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