Mr R Burchell
TO: rightofreply@clik2complaints.co.uk
Without Prejudice
REF: 509XXX BURCHELL
Dear Mr Burchell,
We acknowledge your complaint, which was brought to our attention
by clik2complaints.
We note that this is the first time that you have brought such
concerns to our attention. With our normal complaints procedure
clients are asked to forward any concerns to our Head Office
within 28 days of their return, these will subsequently be investigated
and a letter posted to the client when our investigations are
complete.
We understand that you expected Air conditioning to be available
to your parties free of charge at the Sivila Studios. We were
concerned to learn of this assumption as we clearly advertise
this accommodation to provide the facility of Air Conditioning
subject to a local charge. We state this in both our brochure
and on the View Data booking system and as follows is a print
out of the accommodation description;
VIEWDATA MESSAGE
*** NO RESTAURANT ****30/8
IN AFANDOU WITH OWN GARDEN,10MINS WALK
FROM BEACH AND 30-40 MINS WALK AWAY FROM
MAIN VILLAGE.OWN SWIMMING POOL, 24HR RECEPTION
AREA, PLAY AREA AND SAFETY DEPOSIT BOXES LOCAL
CHARGE.ALL STUDIOS HAVE PRIVATE SHOWER/WC
GREEK STYLE KITCHENETTE,A/C IN ALL ROOMS LOCAL CHARGE
ALSO WITH BALCONY OR SHARED PATIO AREA.
We are sorry to learn that you were faced with a flight delay
or both your outbound and return journey. We appreciate the
inconvenience that this may have caused however flights are
subject to alterations and it is unfortunate that we cannot
guarantee the exact scheduled departure of any flight, as there
are many uncontrollable factors that may affect flight departures.
As you are aware we were experiencing some problems with Transjet
at the beginning of last season and some passengers were faced
with flight delays and as a result of this Golden Sun took action
and re-protected our Transjet flight program.
We note from your comments that you were not contacted with
regard to an apology or an offer of compensation for expenses
incurred during your delay. This is not standard practice, as
minor flight delays are a common occurrence throughout the Travel
Industry. Additionally if clients wish to make a claim or require
any explanation, they are required to write to our Head Office
within 28 days of their return, as stipulated above as our complaints
procedure.
We were pleased to learn that the rest of your holiday proved
enjoyable and despite your disappointment, we do hope that the
matters raised would not deter you from travelling with Golden
Sun Holidays again.
