I recently booked a 2 week east coast of Australia tour with this company and was really disappointed with my experience.Creating the itinerary and booking went very smoothly at the start. The agent Zoe was quick to respond and answered queries clearly. Almost immediately after booking, one part of the accommodation was booked out, therefore I was due a refund which should have been sent back to me easily but there were some complications which left me unanswered. Emails began to become less professional and it was clear that this issue was not a priority for them to solve.Once the trip began, I realised there was one night of accommodation not booked. When I addressed this with Zoe she went to arrange the accommodation for us but we felt she did not understand the distress this caused us on our holiday. Her replies were slow, her apology was not good enough and she partially shifted the blame onto us as we should have overlooked the itinerary this holiday touring agency made for us. We spoke on the phone and her tone was rude, cold and she had no remorse for us. She then went on holiday and I had to deal with two other workers from the company. One of which was also very cold and not empathetic.I pleaded for some sort of compensation as I was very unsatisfied with how I was dealt with but they said there was nothing they could do. I went around in circles with them, they had no reapect in listening to the customer and were not of the opinion that the customer is always right.They did half the price of the one night extra accommodation (which was now more expensive because it was booked last minute.) In the end which we were pleased with. However, there was a sense of pettiness, unprofessionalism and rudeness.The reason we decided to book with a company was so we would not have to think/arrange/research anywhere on our own accord. Unfortunately this was not the case and it caused more unnecessary stress.Once we arrived in our accommodation we told reception about our experience with PP and their reaction explained it all. They actually said "of course it was peterpan". For the above reasons, I do not recommend booking with them. Their lack of customer service is unforgiving.
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Peterpans Adventure Travel has been helping travellers live their dream adventures for over 20 years. From bucket-list tours to once-in-a-lifetime working holidays, we offer expert advice, exclusive deals, and the freedom to travel your way. Whether you're chasing powder in New Zealand, road-tripping along Australia's East Coast, or island hopping in Southeast Asia, we're here to guide you every step of the way. Trusted by thousands of happy travellers over the years and backed by a passionate team of travel experts, Peterpans is your one-stop shop for planning the trip of a lifetime.See more
