Some where in the region of six months ago I booked a 2 centre
holiday to the States, to depart 15th March 2001. I was happy
with the price as Lunn Poly had price matched and were keen for
the business and my deposit (£355).
Unfortunately due to unforseen work circumstances I could not
now make the dates booked. I went to the Melton branch, where
I booked, and explained. I was told that this shouldn't be a problem
and I would have to pay an admin fee, fine no problem.
Then I received a phone call from another employee to inform me
that I would have to pay more (£298) and the price match
(£168.49)would not be honoured as it was a different holiday
(no it was not,same places, same car hire different dates!!!!!).
To get this explained I had to go to another travel agent. They
explained that the additional £298 was because the dates
chosen put me in a more expensive price bracket. So they checked
availability on different dates (within my price bracket), and
it was available. They gave me a price for the holiday, now £120
pounds cheaper than Lunn Poly (six month ago), and told me they
should only charge me the admin fee. Great.
No So, on returning to the shop, the assistant K, was less than
helpful, and quite angry that the other travel agent had got involved,
and asked if I knew anyone that worked there (NO). She was quick
to point out that I would not get back my deposit, and as such
I would be worse off, in addition there was no way she would would
match the price.
Making it clear that was not my intenston, I just wanted my holiday
for the original price. They then checked availability (which
the other travel agent was kind enough to do for me anyway) and
the holiday was rebooked exactly the same as my previous one just
different dates. While this was being done I drove home and picked
up my debit card to pay.
On return I was presented for a bill for £2024, (the out
standing on the holiday was £1815.51). I was expecting and
additional £40 admin but no more. On enquiring why, K coldly
tells me she/Lunn Poly will not honour the price match (even though
the quote recieved was £120 cheaper than booking it some
6 months prior) and that at least I had not lost the deposit.
So changing the dates now had cost an additional £168.49
+ £40.
If Lunn Poly think this is customer service I suggest they book
some training courses, and quickly. Previously I have found them
helpful, now I feel ripped off. I don't like that feeling and
it's the feeling I will get when I board the plane and disembark.
Thanks for making my holiday a bad experience even before I have
left.
I usually spend anywhere between £3-6k per year on holidays,
I wonder which travel agent I will use next time the one that
ripped me off or the one that TRIED to make sure I didn't get
ripped off.
Other lunnpoly/Thomson complaints: Link1
; Link2
Visitor comments are welcome. A Right of Reply letter has also
been issued to Lunnpoly.
