Hi
I posted back in April with regards to the accommodation amongst other things regarding our hoilday in Cyprus earlier this year. This is just one of the letters I sent to there MD

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30th March 2007

Dear Going Places/ My Travel/Airtours.

Reference : (removed)dated 2nd March 2007

Booking ref (removed)

Copies to: Head Office MD . ABTA . Trading Standards . Which . Watchdog

I refer in part, to your letter of above, which by the way, served also to show the contempt you have for customers as no-one could even be bothered to sign it.

As I suspected, the problems we encountered before we left the country did not end there.

1. The tickets which were amended were not sent to our home, as promised by (name removed), from your 'if you have already travelled' department. She told me it would take 3 weeks for the amended tickets to be sent from her office, yet she could send them to the High St branch and they would arrive in the next day or so. Then the tickets would be sent to us direct. How crazy is that!!
I recorded the conversation in case I was hearing things. We would need to contact the Exeter office for them to be sent on to us. Guess what .. they didn't arrive until after we had arrived in Cyprus !!! When I contacted your office they said the tickets had been sent to the Airport and we could pick them up from there. We had no choice but to hope they would be at the airport as we were travelling the next day.

WEDNESDAY
When we arrived at Bristol Airport we waited inline at your Service desk. The couple in front of us were also expressing anger at the way they had been treated by your company over a separate issue. When our turn came we spoke to (name removed). We explained our problems, which you know about, and she agreed it was a ludicrous situation we had been put in and it should not have happened, even to the point of booking a 1bed apartment with sea views. She then produced 3 sets of tickets all with amendments on them and handed me the correct ones. Apparently one set of tickets had the apartment details on them but she retained these saying 'you won't need these, I've sorted it now' and destroyed them.

At last it looked like we were getting somewhere. *** checked her system and said yes we had been promised the apartment and we would get it. She also told us, in front of witnesses who were also going to the same destination, that she would send an email to the resort and it would all be sorted for when we got there. All we needed to do was see the Rep if there were any problems.
Set to leave and more relaxed we took flight.

When we arrived we collected our luggage and headed for the travel rep to check details. Not even a greeting, just a 'yes - can I help you?' We explained who we were and asked if she had received any info from the UK.
'No should I' was the reply. 'I'm the transfer rep, its nothing to do with me.. the coach is outside' We explained we did not require a transfer as we had booked a car some months back. This was clearly explained at the time of booking at your Exeter office several times when they tried to over sell us your car hire. She wouldnt even give us directions to the appartments.
To that end the transfer rep when 'oh well' then turned, ignored us and proceeded to talk to the others behind us. I expressed my disapproval at her attitude to which she just said. ' you'll have to see the rep at the resort.' And walked away ! We were gob smacked at the blatant rudeness of her and watched her disappear outside. One family commented to us how rude she was and several other couples looked on in amazement, one saying , she loves her job then.

It was no surprise that **** in Bristol had also lied about her involvement. This became abundantly clear when we arrived tense and angry at the resort, with no help map or directions from your rep at the airport. As a result it took us over an hour to find the place. The receptionist confirmed no-one had contacted the resort on our behalf and that the rep was not going to be in until 12 the next day. We were given the keys to a room that could only be described as a glorified garage with a bed.

Enclosed/attached are photos from the apartments your company saw fit to put customers in. We were appalled at the condition of the bathroom for one thing even to the point of the toilet having someone else's excrement still in it. Reception could not do anything as all the staff had gone for the day. We felt sick and left. It even took your 'rep' 3 attempts to find a suitable one after I complained the following day. He commented that even he wouldn't have stayed in the first 2 he looked at. From the photo's you will see why !!!!

This was clearly not what we had booked and sold to us from your brochure in Exeter, after assurances that what we were quickly shown in the brochure photo was what we would get. This was the first clear indication of misrepresentation.
I immediately contacted your contact details of the rep on the Island who fobbed me off and was of no help what so ever. I would have to waste a day of the holiday waiting for the rep to turn up.

That evening we spoke to numerous people in the bar who had heard me complaining at reception and they too expressed there displeasure at what they had been sold by your company.

THURSDAY

After a total rearrangement of our first day which, by the way had been spoiled due to the need to return to the complex "¦
your rep **** arrived. We again explained the situation from start to finish including the state of the room. He just looked through us with a blank expression and said nothing. Not even a sorry let me see what I can do"¦ All he said was 'well I don't know what I'm apologising for?' what do you want me to do?' Several on lookers in reception gasped in amazement. He just stood there arrogant and defiant. We were fuming by this time. He was obviously not going to do anything after 10 minutes or so of this one sided discussion until I produced the letter sent from your head office. At this point he changed his attitude somewhat and pacified us as were obviously making a scene and drawing attention to your companies failings.

He advised us he would be back in the evening and would hopefully have something sorted out for us. He said we should go of and enjoy the Sun in a sarcastic manner.
When we did arrive back at around 7pm , he had sorted out the accommodation we had originally booked and as *** took us to the apartment , it was then he commented on how it took the 3rd attempt to find a clean apartment. But still to this point no apology was forthcoming.. why ? We were treated like cattle to make up numbers and the whole holiday was a shambles are far as your companies involvement and we are still seething two weeks later at your blatant lack of customer service and communication.

The restaurant and bar facilities were excellent. The staff were kind and courteous and very professional, unlike yours. One hotel staff member even told us 'we don't like these agents, we have many problems and feel pity for the holiday makers' their words not ours.

It took till Sunday for us to start to relax and enjoy the Island, 5 days into this birthday treat, and try to forget the trauma your company had put us through from start to almost finish of the holiday.

This letter looks like a small novel, but it was the only way we could put down on paper how disgusted we are with your company and the way we have been treated by your staff.

We also have photographic evidence of the condition of the bathroom in the first apartment and also the second, complete with worn ripped bed sheets.
I hope you take this on board and we can resolve this at an amicable level.

Two very disappointed customers END >>>>>>>>

I have had one reply from an assistant who syas they are not going to do anything. We had our holiday ruined and believe we are entitled to some sort of compensation.
What can we do next?

I am sure there are hundreds of holiday makers in the same boat and I am not prepared to give up the fight. I've contacted ABTA but have the feeling they are not as independant towards the holiday maker as they claim. Are there any other organisations with muscle that make these companies listen.

Any help would be appreciated.

Regards
Andy

** names and ref numbers have been edited out
Fiona ht mod**