STA Travel > Reviews > Left high and dry

Author's product rating:   

Value for Money

Very poor

Advantages:	Cheap for students
Disadvantages:	Poor service when things go wrong

Recommend to potential buyers:

no

Full review

STA travel in Oxford seems to be the place to go if you want cheap tickets. It is always packed with people queing up, wainting to be served.

I was going to a conference in New Orleans and was told to book my flight there. I had to wait a while, but the person who served me was very helpful and appeared to know exactly what I needed. He even told me the name of the airport that I needed to go to - St Louis airport. I had taken all the details of where I needed to go with me and given them to him, so, me being an idiot, I let him get on with it without questioning it. After all he had been there...

The tickets were relatively cheap, the service seemed fine, if a bit slow. However, upon arriving at St Louis airport I discover that St Louis airport is (being in St Louis of course) 750 miles away from New Orleans.

Because of the time I arrived I couldn't contact STA travel, which was not their fault. There were no planes from St Louis to New Orleans, so I went the long way, by minibus and train. There were many very friendly and helpful people in St Louis, including a group of ice-hockey fans to whom I am forever indebted, if you read this.

I arrived in New Orleans about 24 hours later than I had intended, but in time for the conference. I was unable to directly alter my return flight to the UK as I had booked through a travel agent. I therefore visited the STA travel in New Orleans who were exceptionally helpful. They assured me that they could change my flight home so that I wouldn't have to return via St Louis. They just needed to confirm this with the Oxford branch.

My wife had also spoken to the branch in Cambridge who said exactly the same thing (also making some interesting comments about the Oxford branch...). The Oxford branch, however, had other thoughts. They refused to make any changes, whether I paid for them or not, before they had spoken to the person who made the booking. Who was on holiday for three weeks and would get back a week after me. I was therefore left in the position of not being able to change my flight home. I therefore had to pay for a flight back to St Louis as the airline would not allow me to pay to change the flight myself.

Upon returning to the UK I tried to ring the manger of the Oxford branch, but was unable to get through (apparently he was busy dealing with complaints). Credit where credit is due, however, the customer services at the head office were exceptionally helpful and apologetic. They realised that I wouldn't have intentionally booked a flight to an airport in a city which I didn't want to go to. I accept that it was partially my fault for not checking, but when someone is so certain you tend to believe them.

They compensated me for the extra costs and gave me vouchers (which I have not used). It was certainly an experience, but not one I would want to go through again.

My impression of STA travel is that it is an excellent company, specialising in the needs of young people. The staff are generally very knowledgable and helpful and I would recommend you to go there if you are young and want a student type holiday.

Just don't go to the Oxford branch!