Copy of e-mails giving full info about my complaint:

Dear Allissa,

Booking Reference 021-110503 V G Foster

Further to my telephone conversation with you this morning concerning the holiday booked via lastminute.com

As I have explained to you we were extremely disappointed and somewhat shocked at the holiday selection that you had made on our behalf.

My wife and I were originally booked to go to New York [Continental Airlines] for 4 nights on the 14th September and then fly to Buffalo 18th September [American Airlines] and then drive back to New York via New England, returning to the UK on the 29th September. However, due to the situation I cancelled all of these arrangements on the evening of the 12th September and then tried to find a last minute holiday in Europe.

The reason that I have explained the above is that when I spoke to your holiday operator I gave her these details. Therefore there could have been no misunderstanding as to the standard of holiday that my wife and I would have been accustomed.

Your operator asked my date of birth, which I imagined would ensure that we did not end up in an inappropriate resort or hotel.

Your holiday operator said that there was an appropriate holiday in Majorca as long as I did not mind the tour operator selecting the actual resort. I told her that as long as it was no less that 3star I did not have a problem with this.

The cost that I was then given at £290 each was inclusive of booking fees, airport transfer, insurance and collection of tickets from the airport. I told the operator that we had our own annual travel insurance with Preferential [Gold policy] under policy number XXXXXX. As we were departing on the following day 14th September I gave my full address so that any paperwork concerning this booking could be posted to me.

We had no problems at Gatwick where we collected the tickets, checked in and boarded the flight to Palma Majorca. On arrival at Palma we found the tour rep and were told that we were booked in a resort at the eastern side of the Island
about an hour drive from Palma.

The first thing that struck me on the coach was the number of families with children. However, I imagined that there would be a number of resorts that were to be dropped off and this did not concern us.

We found that all the coach was dropped off at a Sun centre apartment/hotel complex that immediately struck us as a Butlins or Pontins holiday camp. I do not wish to imply that there is anything wrong with holiday camps, they are fine if you have children, but our booking showed that we were two adults travelling on holiday with no children. Therefore it must have been plain that this was going to be an inappropriate resort for us. In addition the resort was inland from the beach
[25-minute walk to the beach].

Upon checking in we were give a one room studio comprising of two put you up settees that would make up into a bed. I can't begin to tell you the complete and utter shock that we were both feeling. I felt completely sick at the total inappropriate
selection that you had made for us.

I immediately contacted the tour company 24-hour help desk. I knew that there was no chance to change resorts at this stage, but I at least expected to have the 3star apartment that we booked and paid for. After a long discussion with them I was told that a one-bedroom apartment would cost more. However, finally we were given a one-bedroom apartment at no extra cost.

To summarise the position I feel that you have charged us for an insurance policy £51.90 that we did not require and also you have been less than professional in your selection of resorts.

I look forward to your suggestion of suitable compensation.

1st Reply:
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Hi Mr Foster,

I have received your e mail. We genuinely regret to note the disappointment
felt by yourselves and assure you that your grievances will be considered
and a reply will follow in due course.

In the interin, should you wish to contact our Liaison Department, please do
not hesitate on 01709 xxxxxx.

Kind Regards
Company Liaison Executive
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Mr Foster's Response:

Why am I not surprised that you can not even have the courtesy to respond, I think that it says it all about both your
company and last minute.com.

Not only have you lost a good client who would certainly have used you again, but you can be assured that I will let all my many friends, business contacts, internet groups and anybody that I can possibly contact know how inept you are.

You might think "so what its only one customer", but remember that your service is based on having good word of mouth recombination from happy and satisfied customers. In my case you have neither.

I will continue to use other internet companies that I consider to be worthy, but shall never use you nor last minute.com

I hope that you will not mind that I shall now publish both my original complaint and your one response together with this e-mail.

Please don't think that you have only lost one customer because at the end of the day if you continue to treat your customers like this it will be your job, your company and its shareholders that you have given bad service and it will be good riddance and thank god that another poor service has gone off the scene. I don't think anybody will shed a tear or even care.

2nd Reply:
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Dear Mr Foster,

Thank you for your e mail, just received now although it says sent last
night.

I am genuinely sorry and concerned to note your comments and assure you that
your grievances are noted & taken seriously.A reply went out to your home
address yesterday and i assume if that has not been received, you should get
this tomorrow.

We have raised a reply from Apollo Travel and i have also sent your letter
on to Airtours, requesting their comments.

Should you not receive this by tomorrow please do not hesitate to call me on
01709 xxxxxx or alternatively should you wish to speak with me, please do
so.

Kind Regards
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Finally, I received their letter and basically they lay the blame on Airtours.
What a total bunch of inept group of people they are.