Teletext Holiday Complaints

muddym2002

Hi all

Advice needed!! Booked our honeymoon with Teletext holiday today. Informed the advisor what i wanted (5*star resort in Dubai) He found what i wanted but I thought id better take a look at the room he was offering me before confirming as it was non refundable. He agreed and told me to look on the resort website. He said I would be staying the "Tower room" which I was happy with and I paid the £1460 with my debit card. Before ending the call he advised that i would have to call the resort and inform them I would like a double bed and not 2 twin beds.

When I rang the resort they said the travel company had not reserved the Tower room but a cheaper option of the Garden resort room. This room according to reviews on trip advisor is no better than a 2*!!

Tried ringing Teletext holidays but have been fobbed off with usual we will get back to you in 24-48 hours. Ive read some post on here and the web and Teletext are known for this type of scam!! Apparently not many people are successful with their claims against Teletext and they have poor customer service. I'm not well off and saved up for this honeymoon to make it a special time for both of us. Is there anything I can do? I’ve rang my bank but they can’t assist me either. Any advice will be appreciated

Thanks in advance

Salway1

I've booked a holiday to fuerteventura for March 2018 through Teletext holidays, Never again will I use or recommend them. About a month or so after making the booking I went onto chat to see if I could change the hotel, to which they said yet but would have to pay the difference there and then. This I agreed to, the chat agent then got a live price for me which I agreed £326. Half way through changing over the hotel details the agent said the price had changed and was now £478 to change. I said no as they had already gave me a price to change which I had agreed to. The agent then told me if I wanted to change I would have to pay the £478, I said no and you can't change the price once I've agreed and half way though the change process. The agent then closed the chat, I tried to speak to the same agent but the agents all seem to have the same name. I tried ringing and after ages on hold was told the normal story, we will get back to you. Tried chat again only for the agent to close chat or telling me to ring customer service, tried e mailing them on many occasions with no reply. The only time I got a reply was when I asked the question about cancelling the holiday, they got back really fast telling me I would lose what I had already paid and that they would cancel the holiday. I replied back almost straight away telling them not to cancel as I was only asking the question, they got back saying sorry that I wanted to cancel the holiday and they would do so. I got right back to them telling them not to cancel the holiday as I hadn't asked them to do so, they got back to say my holiday was still live and hadn't been cancelled. I decide not to approach that subject again as they were more then likely to cancel anyway, I did contact the BBC show Watchdog for their help. Waiting on there reply.

Alan_Bowen

Watchdog isn't on the air at the moment and their series seem to be getting shorter each time. Teletext Holidays have an interesting reputation, they operate on the basis of an overseas cell centre to keep costs down and most holidays sold are not packages but Flight Plus which give you a lot less protection.

They are not members of ABTA but they are members of the Travel Trust Association, indeed I think they are their biggest members and have some sort of code of conduct so it might be worth talking to them but I am sorry to say 95% of comments on this forum are not positive about this company

VickyHodgskin

My experience with Teletext has been awful, they are a terrible company with the worst customer service. They repeatedly lie. I have more issues than the one detailed here, but have had to let them go. Don't even get me started on the 'upgrade' to a room that doesn't exist scam, the lies about the hotel room and the price changing from that online and through the booking process.

I have been in repeated contact with the customer service department since July. I have been told each and every time that someone will contact me within 24hours, and that all the managers are in a meeting, and that my email will be responded to within 4 hours. This has NEVER happened. I am calling every day and nobody can answer my question. Annoyingly I reviewed them 5 stars on TrustPilot after speaking to a couple of people in the beginning who seemed like they were going to help with my concerns, but didn't in the end, which has taught me to wait until the issue is over with; don't let them make you review them after a call until everything is resolved in its entirety.

I am disabled and a wheelchair user, I have hired a car as part of my holiday as I can't get around without one. At the time asked if it would be big enough for my chair, I was told it would be and if it wasn't I could change it. I have tried repeatedly to find out what car it is, to make sure my char will fit, and who is the company I am hiring it off so that I can speak to them. This information has been withheld from me.

When I have rang or used the online chat function I have been told that my holiday provider (Thomas Cook) have been closed at weekends, after 5pm, or too busy. This is a LIE. Thomas cook are open Monday to Sunday from 8am to 10pm. I have proof of all of these lies from chat transcripts and recorded conversations.

I have finally found out that the car is not big enough through Thomas Cook (who have been extremely helpful and understanding despite the fact they can't do anything about it as they are not the booking agent). When I told teletext that I knew this, they said it was big enough. Then they said they would have to check if I am entitled to a 'better car'. I tried to explain that a 'better car' is not what I need, just a car that will fit my chair which is obviously a necessity. I would never have booked a car through them if it couldn't fit my chair.

It is now a just week until I travel. I have since discovered that they are not ABTA protected which means that there is nobody to complain to apart from TTA which is complaints by post only. This is obviously not good enough when I travel in a week.

The service I have received has been abysmal. And I have found it to be very upsetting. I am very ill and disabled and my basic needs are not being met. I obviously would not book a car that wouldn't fit my luggage, passengers and my wheelchair. I was tricked into booking a holiday with empty reassurances. I feel as if I have been discriminated against, the attitude is very much as if I am trying to get something for nothing. I have been told that it would take time to investigate to check if I really was told my chair would fit. I haven't been given any peace of mind, and this was supposed to be the holiday of a lifetime to America. I might not be able to go on a holiday like this again because of my health and that is why I was so insistent when I booked.

The constant lies and broken promises are so disheartening. I am clearly not a valued customer now that they have my money. My disability is treated like an inconvenience, and as if it is not important. My hotel was supposed to have a walk-in shower, I have since been told they don't have walk-in showers so I won't be able to shower as I can't climb into a bath. I have been dismissed time and time again. I have no idea what to do now, and I feel helpless and upset.

I intend to complain to TTA and I am getting a solicitor involved. I am also considering talking to the media as this is no way to treat disabled customers in this day and age. But that doesn't help me right now, I can't afford to pay extra now, at such late notice too, the car hire places are asking for hundreds so that isn't an option. My condition means that public transport is very difficult and I am unable to travel at specific times which limits me also.

I really hope people will read this and realise that you would be better to book a holiday through another company. I have realised that being ABTA registered is very important. Being ATOL registered just means that you are covered if the company goes into financial administration.

I have just spoken to a floor supervisor called Sravani, following speaking with floor supervisor Khaled, and agents Hazil, Sebastian and Alexandra this week alone. I have once again been told that the required departments are closed and the car hire place don't do bigger cars (also a lie as I rang them myself and they do have them available for my dates...I told her this she didn't care) and that someone will ring me back. The woman I spoke to was extremely rude, interrupted me, and shouted, told me that I wasn't listening. She reduced me to tears, she wouldn't take on board what I was saying, and I am not even sure if she was a floor supervisor, as if so she is terrible at customer service. I tried to explain that if I have to wait until 5pm tomorrow, then they will once again tell me that the department they need is closed, which it isn't. She wouldn't listen to me and insisted that it be by 5pm. The fact that this has happened to me every time I rang is of no relevance to her. It is an absolute joke. If anyone in customer service management reads this, please listen to the recording of the conversation we had (19/09/2017 at 17.34). Her attitude was appalling.

Please, don't book with Teletext, just for your own piece of mind, I know I don't normally listen to negative reviews either, but the fact that they are not ABTA registered is an issue that could effect you. I wish I had realised that sooner.

I just wish I knew what to do now, I feel helpless and trapped.

LadyDee

I have no idea if this will be of any help but I just Googled and found this http://www.consumeractiongroup.co.uk/forum/showthread.php?474520-TELETEXT-ruined-our-holiday-.-Court

Alan_Bowen

Vicky

I am so sorry to read your tale of woe, I wish there was an easy answer but as you have discovered their customer service is virtually non existent and their Indian call centre appears to have no power to do anything other than act as order takers, and frequently they don't seem particularly good at that either.

I hate the Daily Mail and all that it stands for, but it is the paper that runs on an almost daily basis with Holiday Horror stories and seeing how as an individual with individual needs they simply ignore you, I think regrettably you need to use the power of the media. Frank Barrett is the Head of Travel but that means he is often away, Sadie Whitelocks appears as the name above the holiday horror stories and it might be worth sending them an email as otherwise I fear absolutely nothing will happen.

On the face of it they are in breach of discrimination laws, amongst possibly a number of others, including having a duty of care as an agent to ensure the holiday sold is suitable but there is no time before you travel to enforce the law, so going to the press may be your only chance. You have learned a lesson at great cost and I am very sorry, many agents have special training in helping those that have special needs, but I fear Teletext has never fallen into that category.

VickyHodgskin

Thanks for your words Alan, it was nice to have someone being sympathetic. I have ben in touch with The Liverpool Echo and they are running a story on it (should be out by the weekend). They also got in touch with Teletext who started to panic (their words) and finally called me, they have given me a suitable car and have given me the one disabled room that the hotel has...hopefully there isn't another disabled person that was hoping to use it. The room is on the first floor and according to reviews the lift Is out of order so I am not sure what it will be like when I get there, but hopefully lift will be operational and then everything will be ok.

It is shocking that it took a newspaper getting in touch before they responded. And if I had just taken the word of the man who took my booking, I would be arriving in Florida with no car or room. And this no doubt happens all the time.

I still want answers about why I was treated this way. They said they are going to investigate the service I received. I am going to have a follow up with the newspaper after my holiday. This has been months of upset and worry, they have made me feel degraded and helpless ad have lied repeatedly. I won't let it go until there is some satisfactory resolution. For the sake of other customers too. It is not fair that people will book a holiday under the impression that they are being catered for when no such attempt is made. I have yet to discuss the claimed 'upgrade' to a hotel that only has one standard of room. That will hopefully be addressed in tomorrows call.

I also took your advice an contacted The Daily Mail (a paper I hate too!) as I think more people should be aware of this. I'll let you know how that goes.

Fingers crossed. And don't give up on your complaints people, that is why they make it so awkward and soul destroying.

Alan_Bowen

I am pleased to hear the power of the press may have helped, but you really should not have to go that far. In the US the first floor is what we call the ground floor so the lift may not be necessary, I just hope the hotel is suitable at the end of the day. Have you checked with the airline that any special requests such as an aisle seat and help on and off the plane have been booked as relying on Teletext is clearly not a good idea!

Have a great holiday

peterpan1709

Teletext Holidays (a trading name of Truly Travel) are a COMPLETE SCAM. Their customer service agents tell LIE after LIE.

They bait you in with a low online price, but as soon as you call they will tell you that the price has gone up. Ok, prices can go up, so why aren't their online prices LIVE?

BRIEFLY... I could have booked my chosen hotel online for less but they PROMISED me I would get it through them so I went ahead and booked my holiday for June 2017.
Guess what - a last minute URGENT UPDATE ON HOTEL change, days before we were due to travel... they tried to move me from my favourite hotel to lesser hotel!

I asked why, and I was told building works were ongoing. I contacted the hotel and they said there were no building works at all! So I challenged Teletext and they came up with more lies.
Trying to get another suitable hotel in a busy resort at the last minute during peak season is almost impossible, and prices are SKY HIGH at this stage... and Teletext expected me to pay EXTRA?!!!

I did complain (ref TT459063) but they take forever to reply and keep repeating "As previously stated, we at all times act as agents for the providers of the various services booked and the accommodation supplier advised us of an accommodation alteration which was passed on to you accordingly." So essentially washing their hands from anything that goes wrong with your accommodation, despite any promises their customer services agents may have made!

If you want misery, sleepless nights and enjoy being lied to then go ahead and book with Teletext Holidays.
Otherwise, AVOID LIKE THE PLAGUE!

Ross_Willis

7 days ago I booked a holiday for me and my wife to be a cheap honeymoon but the whole experience has left me stressed I spent a week searching their website looking at prices & dates and finally decided to call Teletext to book a 7 day all Inc holiday for 7 days in Corfu first thing they did was tell me prices may have gone up since I last looked (very strange as it was still displaying the same price as 20 mins ago) anyway turns out it was more than displayed on Teletexts website.
The agent offered me a deal to Barcelona I said I believed there was trouble in the region but assured me this was not the case (it was) he offerd me a holiday all inclusive plus bags and transfers for £850 paid for it ended call 5 minutes later I received a call telling me they would like to offer me a better hotel all inclusive Inc baggage but no transfers very keen I took the offer but I asked how much roughly would it cost for transfers he told me it would'nt be alot reasonable if I got a taxi from the airport I asked to have time to have a look but was rushing me through the call ended the call and quickly realised I'd been ripped off.
I researched first of all how much a taxi would cost from the airport it ranges from €130 upwards depending on time of day each way then looked at the news and there's mass riots in and around Barcelona I called straight back it may of been an hour plus before I got hold of somebody explained to the female agent I want a change of holiday explained why she agreed to look into it but would have to go through the transcripts but would have wait 48 hours I also sent a message explaining my situation 48 hour again I've called 2 more times and yet again got fobbed off I really think they need to get their act together quick to take my money but not to rectify any valid complaint my card provider told me to work with them first before claiming but how can if their not making contact I think the whole thing is a con my next step is to contact atol and jump on any forums with a Teletext complaints thread I'd never recommend them to anyone expecially the prices they display are not the true cost I may even contact trading standards and see what they think thank you for letting me put my trueful account on my still ongoing issue with TELETEXT HOLIDAYS :mad::mad:&:mad: