So here we were, all together ready to embark on our family holiday to Florida. It had taken 2 years in the planning and booking and all of us were sat in a hotel ( 6 Adults and 3 Children), the night before we were due to jet out, talking about all the things we wanted to do and see. Two small clouds hung over us, the first was my mother who had been ill for a number of weeks prior to the holiday, but had improved enough to travel with us, although still remained partially disabled and the second was a small matter of a hurricane that had decended on the Florida area. As we had heard nothing from the travel company about problem number two, we figured our only problem would be mum. How wrong we were.
Saturday 14th August duly arrived and we travelled the short distance form our hotel to Gatwickairport in plenty of time to check in for our 12pm departure. The first thing we tried to do was get mum a wheel chair, but to no avail (my sister eventually scrounged one off BA an hour and a half later). The men in our party humped the cases round trying to find our check in desk (Gatwick Airport was bedlam, and although there were people in "help" t-shirts, there were not enough for the people who were there), eventually we were pointed in the right direction and headed towards the check in desk only to find two desks open and a queue that snaked back and forth for about six lines then right the way around the other side of the check in desks. Undaunted and still upbeat we found the end of the
queue and waited, and waited, after about an hour a letter was handed to us explaining that due to the hurricane our plane had not left Sanford and we were being delayed until 11pm, but we would be updated at 1pm. Oh well, the hurricane, can't be helped. We eventually check our luggage in and settled down to a day at gatwick airport. At 1pm we waited but no update and no Travel City Direct reps to be found, in fact we had to wait until 5pm for an announcement for passengers on our flight to go down to the check in desk. We were then told that our flight had only just left Sanford airport on its way back and we would not now be going until the early hours of Sunday morning, but another update would come at 7pm. At 7pm we were told we would be updated at 8pm. At 8pm there were no reps around and by now approx 450 passengers were looking for information. Eventually the police arrived and wanted to know what all these people were doing there, this resulted in calls for Travel City Direct reps being called over the tannoy, but unfortunately they had all gone home. At 9pm an Air Atlanta rep (TCD's carrier) handed out letters from TCD saying that we would not be flying until 10pm Sunday and our luggae was to be brought back out. They also asked us to come back about 9am Sunday for a further update and any issues to be taken up with TCD. The next 90 minutes or so decended into total farce with our luggage being brought back to the check in area and left there. It was then a free for all as passengers tried to get their luggage and get away to guest houses. We were lucky we managed to get rooms at such short notice, many were not so lucky and spent the night in the airport.
Sunday 15th, my sister and I arrive at the airport 8.30am ( my mother by now too stressed and upset to come until she has too) to find a sizeable crowd already gathered. We speak to a rep from Air Atlanta, she tells us that the plane from Sandford did land in the early hours but had been sent off to Egypt and they were using another plane and we would definately be flying off at 10pm and that we would need to book in again at 6pm. We then spoke to a rep from TCD, who basically blamed Air Atlanta for everything. So, here we are 200miles from home no transport, no where to go and a pile of luggage to cart round for 9 hours. We arrive back at Gatwick by 6pm to find only one check in open for economy and another long queue. Whilst queuing up we are told, we are being delayed again until 1.30am Monday but we are now going straight into the departure lounge. The reason for the delay - our intended plane has somehow disappered from the runway and we have to wait for our original plane to come back from Egypt. We were then given £5 meal vouchers each (the first since all this began) even though we had already spent a lot more than this. As the evening wore on the delay then went to 2.30am. We then find out from other passengers that more meal vouchers have been handed out but its not much good now as all the shops are shut. Eventually the plane from Egypt lands, but we learn it has a problem and will not be going back out. Not a TCD rep any where to explain whats going on. A passenger explains that another plane is being flown in from Manchester, but we still havn't heard this officially. By now its getting colder, no blankets or pillows are isued to anyone on our flight.
Monday 16th. At 3.45am the plane from Manchester arrives, we are led to gate 28 and asked for all buggies to be brought to check in so they can be put on the plane and speed things up. At 4.30am the flight crew appear from behind the door and tell us they have run out of flying time and a new crew will be required. We are then told they will be removing our luggage from the plane and that we will be put up in hotels and guarantee that we will be leaving at 12.55pm. All the passengers refuse to move (we have not seen a rep fromTCD in all this time), this culminates in armed police arriving and after some heated discussions it is decided that we remain in the departure gate and our luggage remain on the plane. A promise of more meal vouchers and drinks to be brought round is announced, again none of these things actually appeared. Around 12pm passengers are called alphabetically to the check in for new boarding passes but half way through the process the clerks disappear behind the doors and it is left to a baggage handler to tell us that this plane, the one that has been here since 3.45am, now has a technical problem. By now the passengers have lost all patience and have accused TCD of blatently lying over everything thats gone on, the situation becomes very tense, armed police again arrive only this time they are carrying automatic riffles held in their hands, this in turn frightens a lot of the children who become hysterical, this has not helped an already tense situation. Still no TCD rep. After what seemed like for ever, things calm down a bit and the director of British Airport Authority is called. He turns up and is appauled to learn that nobody has overseen this fiasco. After many phone calls, things start to move. A plane has been found for us and we will be leaving by 2.30pm. We are led to another departure area and again issued with new boarding passes, before being bussed out to the other side of the airport where the plane is. We duly arrive at, what can only be described as another operators old cast off jumbo jet. We then have to stand around on the runway for another hour, being marshalled by armed police, while they get the plane ready. Eventually we boarded and took off at about 4pm. The plane was not of the standard we had been promised and payed for, the toilets were disgusting, my wifes seat was broken there was no in flight entertainment for an 8hr 30 min flight and the flght attendant in our section was "having a bad day at the office" more inclined to talk to other crew members than do her job, which culminated in our food ending up on the floor and her walking off without even noticing.
In the 50+ hours we were delayed Travel City Direct made no official announcements and did not have any letters waiting for us when we got home, in fact I beg the question were you there at all?
This company, ruined our families holiday. I am sorry this letter is so long, but I post this letter to highlight how little this company considered its passengers and when the going got tough it just disappeared.
Excellent review. Unlucky there, my girlfriend and Mum went to Florida a couple of weeks ago with Travel City Direct but I'm not sure what they made of it. I will definitely not been going with them after what you have said.
connie1910 24.08.2005 22:05
Wow you poor things, I hope you finally managed to enjoy Florida. We were with TCD whilst in Florida when 'September 11th' occured and nobody could get hold of them then (they shut the office and had no conern then for their frightened customers stranded thousands of miles from home in what was an appaling time. Connie
COOOEEE 23.09.2004 09:48
Not sure if you asked as I have been away but I have included this in the Ciao Travel Agencies & Tour Operators competition for September. Good luck. Fionaxx
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Sep 12th, 2004
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