You only really find out how good a company is when something goes wrong: I had booked through Travel City Direct for my flights to Florida this year. On arrival at the airport at 7:30 am, Saturday we were told that the plane was delayed until 6pm due to hurricane problems. No problem - nothing they can do about that,.
However, what followed (over the next 56 hours) was almost comical.
1 Throughout the day we were told that we would fly that night. We were repeatedly told that we would not be 'dumped' as the Virgin passengers had been (their flight was postponed 24 hours and they were all told immediately to go home)
2 At 6 pm it became evident that we might not fly. We were told we would fly but if not, they would ensure we had hotel accomodation.
They told us to gather at 8pm for an announcement.
3 At 8pm all 450 passengers gathered at the check in desk. At 8:30 pm the police came down to ask us what we were doing. A request was made over the tannoy for a Travel City Direct rep to come to the check in desk.
4 At 9pm one representative from their subcontracted carrier came out with a handful of letters from Travel City Direct. These told us to get our baggage, go home and return to fly at 10pm Sunday. There would be no hotels. Due to the time and the lack of hotels at this late hour, many passengers were forced to spend the night in the airport. At this point we were told that Travel City Direct had all gone home
5 There was then a 90 minute wait for the baggage. Evidently no orgnaisation had gone into this from Travel City Direct
5 Throughout the day I phoned Travel City Direct to check the flight is leaving at 10pm. We are told this is definite and that the plane is on the tarmac.
6 We arrive to check in at 6pm Sunday as requested. There are no queue barriers and it is as if Travel City Direct are surprised to see us. At 7 PM with the check in hall in complete chaos, a Travel City Direct representative comes out telling us that their will be a letter from the airline. They then disappear.
7 At Check in we are told the plane is not on the tarmac any more and it will be delayed until 1:30 AM. You guessed it - Travel City Direct have all gone home again.
8 At 11pm, the 1:30 AM departure time starts drifting in hour intervals. No one is available from Travel City Direct to explain what is happening or to give us any idea of when we will fly. Air Atlanta give out vouchers to be used in the restaurants (now shut)
9 At 5:30 AM we are called to the gate. They have a plane which has been flown in from Manchester. We begin to board.
10 At 5:40 AM the crew declare that they are out of hours and walk out. Obviously the concept of crew hours has come as a complete surprise to Travel City Direct for no one has seen this coming.
11 Still noone from Travel City Direct appears. After a tense standoff between the subcontrated carrier and the passengers, it is announced that we will fly at 12:55PM on the plane that is sitting outside the gate. We are promised drinks & breakfast . None arrives.
12 At 9 AM I ring Travel City Direct. They are unaware of any issues. Even with an unresolved 45 hour delay There is noone from Travel City Direct in charge of this incident.
13 At 12:30pm we gather to board.
14 At 1:00pm we are told there is a technical problem with the plane! You guessed it - still noone from Travel City Direct.
15 After another tense standoff with the subcontracted carrier the director of BAA is called by one of the passengerss. He comes straight down and things start moving.
16 At 4PM Monday. we leave for Florida.
17 Just when it cant really get any worse, Travel City Direct are able to prove their incompetance once again as those guests who are booked into hotels through Travel City Direct find their rooms have been reallocated because they didnt turn up! They didnt care enough to make sure that these delayed passengers still had their hotels!
Finally, before we flew, we were handed a letter by Travel City Direct telling us that we would receive another letter which we could use with our travel insurance companies. On arrival at Gatwick - nothing! I'm guessing they'd all gone home... They have now told us that this lettter will take 4 weeks to produce since they need to contact the carrier to esablish exact times. Yes - they don't actually know when we took off!!!
In summary a company that repeatedly promises things it cannot deliver, shows no control when a situation happens, chooses a head in the sand approach with customers and puts no resource into solving the problem.
Good layout and detail. Very Good review. I have read a few reviews on Travel City Direct and I can assure you I will not be booking with them for my family holiday to Florida next year. Could you recommend anyone? Someone told me Virgin but I have read their reviews as well!
paul16 15.09.2004 11:05
My family of four were also on this flight. To tell the whole truth it would take a lot longer to describe the 55 hours that we spent at Gatwick Airport.
This would include having to argue for food vouchers, blankets and pillows.
No offer of accomadation was forthcoming until we had been at the airport for approximately 45 hours.
But dont forget, not being able to find the pilot at Manchester airport, having found him?
the plane had taxied on the runway at Manchester for 90 minutes.
Between us we could have written a best seller on our stay at Gatwick without leaving the uk. (fictional category) as you had to be there to believe it.
I believe we were neglected by Travel City Direct.
Negotiations are ongoing but i think we will still be argueing in six months time.
wayne7 03.09.2004 00:04
We were on the flight, party of 15, and it was a nightmare. TCD continue to be unhelpful and insist the letter is being produced despte being told it would be handed out upon our return and that it was in the post.
I hope all have contacted TCD as their terms & Conditions state that you have to rasie a complaint within 4 weeks of returning. I have been unable to obtain a reference (other than my booking reference) and told the letter will include that claim/compensation details will be included - not holding my breath. Will be contacting ABTA next week as 3 weeks from the flight out is more than enough time.
What will they do this weekend as another Hurricane is due in/off Florida and Tampa & Orlando Airports will be closed, Thomas Cook and Virgin have already cancelled a number of flights.
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Aug 31st, 2004
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