Urgent help needed with reporting an issue/complaint to my travel agent

pazza2000

Hello,

It would be great if their is somebody here that is good with words/complaints that could help me out. I am not good with words and have never dealt with anything like this in my life -but i know i am in the right, i have been treated badly and if i can write a good Email to them then it will improve my chances of getting the issue resolved or being given a fair amount of compensation.

My travel agent(STA Travel) have made a great mistake -& they are doing a bad job at trying to solve it. Their customer service is poor and i need to send an Email to the different agents(in different countries) involved in my booking -the fact that i have to send it to at least 3different people is an issue in itself.

....Sorry, it looks like im waffiling on a bit.

Basically the issue is that i booked a flexibile blue ticket with STA. LHR>LAX>FIJI>NZ>OZ(then back). I came out to LA, extended my time at branches here, paying for it each time -then i suddenly had to return to the UK last month(booked a sperate ticket) -& with a flight to Fiji from LA booked whilst i was in the UK, i went into a branch their to extend my dept. to Fiji once more -they said it was no problem, and gave me the date of the 31st Dec leaving LA, with 2weeks in fiji, the only date they could give me as it was peak season, and obivously not many would like to fly that night -it would mean missing New Year but i was happy to do it. Anyway i got my new iteniery, and was told that when i was back in the US i had to get my paper tickets stickered their as they could not do it in the UK as it was for a flight leaving from the US. Hassle to get a branch here in the US but it was fine i guess as long as it would be no problem. However a problem it was. Went to a branch here in LA yesterday and they said i was booked on the flights but my LA to Fiji flight was in business class and they couldnt sticker(confirm) my tickets untill they knew that was ok by getting intouch with the head office. They sent me packing and said they would call me to come in again when they could sort it out, and that the worst case scenario is they give me credit for the ticket -which i wasent excepting.

Got home and emailed the branch in the UK where i changed mt ticket and they wrote back saying "we are so sorry" we booked you in the wrong class, you will have to miss Fiji, so we have booked you to go NZ on the 31st instead for 2weeks(when i originally just had a stop over in NZ on the way to OZ). So i got on the phone to STA HQ here in the USA(them like you do deal with people in the county you are in). Ther said its unacceptable but they couldnt see my booking. They told me to email back the UK branch telling them i must keep Fiji(i have booked tours and hotels their by the way) and that they were looking into it. Then the LA branch i dealt with yesterday calls just their and says my booking has been changed and i can come in and get stickered for those dates. I didnt confirm any of this.

Too many people are involved and im getting stressed out. I have the emails for the UK branch, the US branch i was in yesterday and the US call centre agent who is trying to sort this out -& i want to send one email to them all letting them know how i am unhappy, and who is dealing with it, and how it is unjust what they ahve did etc


...but i dont know what to say??

If any of you have managed to stick with my over-long email and can help me then it would be much appreciated.

Thanks

dmg24

So is there no economy flight available to Fiji on the 31st?

pazza2000

No theirs not, well so they say. This is what the UK branch wrote to me

"
Really sorry about this - know you are having enough hassle as it is!
Basically, because the flights have been rebooked a couple of times the flight to Fiji looks like it was cancelled and then came back in the wrong class....so basically, the flights to Fiji are completely full in the class we need to book for you ticket.
However, I have managed to get availability (in the right class) to fly straight from LA to Auckland and then leaving Auckland to Sydney on the date you were supposed to be flying from Fiji on the 15th January.
Your flight from Auckland to Sydney is then leaving on the 15th January"

Doesnt make sense about rebooking a few times. Thats part of the ticket. They said in the branch when i was over it was fine, gave me an iteniery with it confirmed. The hassle they are referring to is me having to travel to and from these branches when they are sending me away.

noonesperfect

I don't know how much of a help this will be, but perhaps it could be the basis of your letter/email. (it's supposed to be a complaint about specific holiday requirements not met). Maybe you could play about with the wording. At least it gives you a structure to work on! HTH

Dear

B]Reference: booking number[/B

I wish to complain about my recent holiday, B]operator,dates,location,price[/B.

On B]date[/B I advised you in writing that I required the following specific features B]describe[/B. Your letter of B]date[/B confirmed that these facilities would be provided and that they were included in the holiday you booked on my behalf. However none was provided B]expand if necessary[/B

You were under legal contractual obligation to book a holiday in accordance with my specific instructions. and to advise me if this could not be done. As you failed to fulfil my requirements, I hold you responsible for the disappointment I have suffered.

Please let me know within 14 days how you propose to resolve this matter.

Yours sincerely etc.

pazza2000

Thats a good start.

Thanks.

Their is so much other stuff i have left out, but their customer service is poor. If anybody is interested and wants to help me i can give more details and send you the full emails i have sent and what they have sent back .... just PM me. i am at boling points now. I had a problem with my first date change i made over here -they apologised profusely and i can believe this is happening now.

hammy_the_hammer

it's hard to fathom out but can't you use the fact that you have a business class ticket to negotiate directly with the airline concerned ...say your desperate and would willing let them upgrade someone while 'downgrading' you ....apologies if i've lost the gist

dmg24

Have you actually checked the availability of the flights? I am getting economy availability when I check, on several airlines?

Who were you supposed to be flying with? Who else can you fly with?

pazza2000

....Excuse my appauling spelling!! This is why i need help :-)

-I can suggest that to them in the Email. I must say though, ....after all this trouble(their has been previos issues -making multiple changes is very difficult with STA) -i think they deserve to fly me in business for one of the legs.

dmg24

What you deserve and what you are entitled to are two very different things!

What airline were you supposed to be flying with/ can you fly with, and to which airport?

pazza2000

LA to Fiji, 31st Dec, 22.15, Air Pacific -Air NZ is the carrier with whom my ticket is booked though. Their is availability in economy yes. I intend to mention this in the Email. But being STA and it being a special student ticket they will say they only have a number of seats -which is fair. Although booking me, and confirming me in the flight is not.

pazza2000

Hi,

Im writing my email to the travel agents now. If anybody would like me to PM it to them and would be kind enough to give me some feedback on it then that would be great. Just let me know. Want to get it sent it the next few hours.

Thanks.