Review Time
On review, using the Dundee branch at Ramsay was more hassle and stress than it would have been to book the holiday ourselves. We booked a multi-part holiday to Italy with them, all seemed ok at first until the flight provider cancelled our return flight and the only option given Ramsay gave us was to cut the holiday a day short. Ramsay said there was nothing else we could do but cut it short. At this point it felt that there must be a solution to this, and with all the additional details (transfers, trains etc) that we had been chasing but had not been getting closure on, we decided to go into the branch to see if this would help. Maybe it was a coincidence, but our presence that day really seemed to help; an alternative flight with a different airline was immediately found and booked, allowing us to keep the same timeline as we originally wanted. It was strange - what was previously 'impossible' for weeks was now being taken care of in an instant. Some of the other details, transfers and trains, were not sorted on that day but our rep promised he would call us early the next week with details after finalising. That call never came. We phoned and emailed multiple times chasing closure of these details and became very frustrated. All this chasing we had to do. But our rep was seldom there, and when we would speak to other reps instead they'd say say "oh well of course that hasn't been booked yet, it's far too early to book trains", even though our rep had already promised to do it and get back to us ASAP, multiple times. As well as the fact that we had access to the train booking systems ourselves and therefore know for certain that it was in fact not too early. What nonsense.We vowed not to pay them until they did their job and got the holiday sorted, which took us beyond their holiday payment deadline. So while all this was happening we were at the same time getting chased from the central branch to cough up.We finally did get them to nail down all the details, including our flights. We tried to go onto the airline website and book seats but realised that we hadn't been given account details to login to the website, so another round of communications was necessary (lots of time wasted in this way). Instead of just immediately giving us the missing login details the rep said 'You can't book your seats on the airline yet'. Not true - so certain yet so wrong. We eventually managed to get all the details and book our seats, only to find that they had messed up the passenger details, so yet another round of communications was required. Waste of time.Towards the end of this arduous process, they sent us a bunch of travel documents, one including a cancellation policy for the Rome segment of the trip. The document had their letterhead on it, and was sent directly from them, to us. In it was the cancellation policy for the Rome segment of the trip. It said we could cancel the hotel in Rome for no charge before a certain date. We had decided we wanted to exercise this because we thought an AirBnB might be more comfortable and suitable - but when we phoned to explore we were curtly told that we don't have a cancellation policy and that the Package Holiday T&Cs state that if we make any changes we'll incur huge charges. After an unsatisfactory phone call, and the next day a long round of emails with a manager, we were told that our point about the contradictory document doesn't matter because it was trumped by their package holiday T&Cs. They did not acknowledge that the document was misleading or erroneous.In the end, we just stayed with our original accommodation (because we had no other choice). To us, they were shoddy and reliable, with a defensive attitude, and on reflection it would have been so much easier just to manage this whole process ourselves.Do yourself a favour. Save your self some money and some stress and just DIY or go with another company.
Very attentive from start to finish.I phoned on a Sunday, and Dale got back to me with the details in no time at all. When he was out of the office, his colleagues Alan and Jack quickly picked up the thread and continued seamlessly. Everyone is super friendly whenever you call, and nothing ever seems to be too much trouble. Overall, it was a very pleasant experience from start to finish.
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Independent Travel agent with over 30 Years Experience .
Fantastic Value for Money and service Provided .
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