Hi Helen and welcome to HT!

I have moved your post to our Holiday Complaints forum where it may get a better response.

luci

I take it you have a receipt for the taxi ?

I also guess that when you did arrive in the hotel you took the first opportunity to complain about the missed transfer to the rep ?

Moving on to the 4/5 mistakes aspect, how did you book the holiday - by phone perhaps ? If so, get the company to "pull" the voice recording (if one exists). If there's no recording it's your word against theirs. However, they acknowledge that you did inform them of some mistakes (4) and they did react to those. It's highly unlikely that you would have failed to also mention your name mistake at the same time - that would stand in your favour should this get legal.

They charged you £40 for the name change - and collection at the airport; I presume this was paid by you. However, why would collection at the airport be required ? Presumably they sent the tickets in the first instance so close to departure that one change could not easily be accommodated time-wise. They charge for TOD (Ticket on dep.) usually but they appear to have engineered the situation themselves. Again, this aspect will stand in your favour.

Having charged you for the required name change this was not undertaken. So what did your £40 pay for. Again, this stands in your favour.

Moving back to the transfer - or lack of. Did your holiday confirmation paperwork clearly state that transfers were included ? If so, they are in breach of contract.

You've a couple of choices. First, gather all your relevant paperwork (confirmation invoice, any correspondence re. 5 mistakes, proof of payment of additional £40, copies of complaints lodged in-resort etc) and write to Bookable Holidays (use recorded delivery) informing them of your claim for refund of both the Taxi and the name-change fee. Instruct them that they have 28 days to respond to your request.

Second, speak with Ros Fernihough on 01922 621114 (a travel specialist lawyer) and appraise her company of your situation.

Third, if you paid more than £100 for the holiday via a credit card contact them should Bookable ignore you and request the entire payment to Bookable be placed on hold pending the legal outcome. Explain to the CC company that a Breach of Contract has taken place and you hold them equally liable under Section 75 of the Consumer Credit Act 1974.

If they refuse to comply get them to state why in writing, pass this by Ros as well.

Let us know the outcome.

Mike

Hi,

My name is Thomas and I work for Bookable Holidays. I am distressed to hear that Helen had a bad experience with our company and can assure all readers of this forum that it is not normal for Bookable holidays to receive such comments from its customers. I am aware that this post may be seen as a little late as the forum was created back in 2006 but I feel that it is important to try and explain a little bit about Bookable Holidays and reassure existing and future customers that we at Bookable Holidays will do everything within our power to ensure that all of our customers have a brilliant holiday experience from the moment that they contact us to the moment that they arrive back in to the United Kingdom. I can assure all of our customers that we take complaints very seriously and endeavour to resolve them as quickly as possible.

Since the companies infancy in 2006, Bookable Holidays has come along way. This year has been a great year for Bookable Holidays; on the 10th of September 2008 Bookable Holidays won the highest award in travel, the TTG Travel Company of the year 2008.
All of the Travel Award winners can be seen at TTGlive.com

I hope that in replying to this forum I have gone a little way to show you that Bookable Holidays are a reputable company that is dedicated to offering customers a great value for money holiday as well as providing a high level of customer service.

Thank you for taking the time to read this forum and I hope Bookable Holidays can look forward to your custom in the future.

Thomas

Thomas

Thank you for slogans, we get the message, but it would be much more impressive if you told us how you were going to resolve Helen`s complaint. We and Helen wait with interest..

The original post was made in 2006 and there has been no follow up.

fwh

Good afternoon Paully & fwh,

Many thanks for replying to this post. As you have noted the complaint was received in 2006 and correspondence with Helen was carried out at the time and the file is now closed. I am just taking this opportunity to ensure all past, present and future customers, that we do take complaints very seriously. If I can be of any assistance to you both in the future, please do not hesitate to contact me via e-mail, Thomas@bookableholidays.co.uk

Regards,

Thomas

Actually it very good of you to come out and show your credentials and offer direct contacts etc, and I wonder how the whole thing got resolved. Possibly this thread just came to your attention, so that's why your addressing it not.

However, I can't help thinking that if this was an unfortunate one off, or customer service has improved massively since then, then you've shot yourself in the foot by bringing to everyone's attention what a shoddy experience a couple of your clients had, an experience that most people on here would never have known about it.

What's your job role Thomas?

Data Protection rules apply to this. The original poster is the only person who may post the outcome of their complaint.

Whilst we welcome any person involved at the sharp end of the travel business here on HT - an expert opinion or viewpoint is always valuable to members - HT is not a site to be used for advertising/promoting any company.

fwh