Travelled to Dubai on a 5 night tour. First thing to say is the tour out there was okay - the hotels were great as were the flights given the price. The guide although quite a strong character was well organised and flexible with us. She was also very knowledgeable. However, we felt excluded for not purchasing additional tours which were offered every day. The Palm excursion was okay, although too much time was spent in a carpet shop the other included excursion was simply going to a jewellery shop and a leather shop which we spent too long at. This was disappointing. RSD customer service however was completely unacceptable. Turkish airlines happened to be changing the Istanbul airport they use on the date we were due to return. We discovered this by chance on 5 days before we were due to depart with no contact from RSD. We immediately called to notify them and ask what was happening with our holiday. My partner and I both spoke with various managers throughout the day. Initially we were told we had been notified 2 weeks prior and had been left a voicemail. This was untrue. The voicemail did not contain any information regarding the flights. However, after going through various people, I spoke to a "Director" who told me they were fully aware of the situation and were due to notify us on the day we had called (a happy coincidence and one which didn't match the initial story). They had already decided we would spend one less day on the holiday without consulting us and although they did offer a refund, they were initially even offering less than their own terms and conditions state. The "Director" became very agitated on the phone and stated as it was affecting "30,000" they had tried to contact us in a "timely manner" following process, however, refused to mention when they were made aware of the flight change. Further to this, I asked on a later date for the e-ticket numbers for the flights so I could have them added to my reward app. The first agent I spoke to did not know what this was, and offered me the flight number instead. A manager then said as it was a group booking they were unable to give me my e-ticket number due to GDPR data protection. This I do not believe. Meaning we arrived at the airport with nothing more than a piece of paper stating some flight details and our passports hoping the flights had actually be booked. (Thankfully they were, although we struggled on all flights to get vegetarian meals which RSD should have booked for us). If everything had gone smoothly before the holiday we would probably travel again as the price was good. Given the experience, it has illustrated what kind of company RSD travel is and I cannot emphasise how far below acceptable standards they fall.
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RSD is one of the largest cultural tour operators in Europe. With outstanding customer satisfaction and an overall score of A-, RSD has already welcomed more than 2 million guests. Since it is part of a medium-sized group of companies with approx. 700 employees, you benefit from unique, sensational prices. Discover selected destinations, travel with renowned airlines and coach companies, stay in choice hotels and experience perfect organisation with RSD.See more
