This was the first time we had been abroad as a family and with certain members of the group wary of flying it was a great relief for them to be treated in a pleasant, friendly manner throughout the flight. On arrival in Arrecife the reps at the airport made sure that everyone knew which bus they were on for transfer to the resorts. The information about Lanzarote imparted during the journey was delivered in both a light hearted and informative manner that even the youngest children remembered throughout the holiday. Standing in reception, waiting to check in, it was unbelievable that we had left the rain behind only 4 hours earlier. It was just after getting to our apartment, which was huge, and out to the swimming pool that things started to go wrong. Our youngest son had an accident which later caused him to go into shock. What do we do? Who is around? Reception was now only manned by a Spanish speaking security guard. Our welcome meeting was not until the next morning. The security guard pointed to the Airtours board with the mobile number of our rep on it. Within 2 minutes of getting her out of bed Karen was in reception, (I didn't realise she stopped on the resort), finding out what the problem was and calling the ambulance. Whilst the doctor and English speaking nurse that had been requested were examining my son, Karen was ensuring that I had all of the correct paperwork together for the hospital so I would have no problems. Throughout the rest of our holiday she was always around and checking to make sure we were enjoying ourselves after the mishap at the start, even to the point of ending up in the pool fully clothed (can't think how that could have happened). It was the same for all of the Airtours holiday makers, any problems and Karen had it sorted straight away. On the day we left, on arriving at the airport, we found out that the was going to be a major delay. The Airtours reps were brilliant keeping everyone informed, passing out food vouchers and taking heaps of abuse from some well and truly out of order passengers. Even at this stage, sitting in the departure lounge feeling down at going home and being delayed, who should turn up but Karen just to make us feel at home and I think to gloat that she was staying (perhaps the swimming pool wasn't such a good idea).
It was the professionalism and friendliness of the reps, especially Karen, that made this holiday for the whole of the group.
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Advantages: Staff try their best in a bad situation, its just a shame about the company they work for, and the flights are cheap (you get what you pay for) Disadvantages: Too many to list!
Aug 20th, 2001
very helpful by (100%):
