Maybe you should ask to speak with a manager and explain that you are a good customer with two future holidays already booked and possibly more to book later and surely Saga would want to help their regular customers more.Expain how early you booked and ask if he/she could possibly sort this problem out considering you had booked the holiday last year& if it was overbooked they should have informed you at least a couple of months earlier. If they still say they cannot help, then is the time to ask them what dates they actually took the last bookings for this holiday although I doubt they will give you this information.
I would say don't get fobbed of with a customer sevice agent as you need someone more senior to solve this one.Hopefully they will realise your value as a repeat customer and try to assist you.
I would say don't get fobbed of with a customer sevice agent as you need someone more senior to solve this one.Hopefully they will realise your value as a repeat customer and try to assist you.
A few years ago we booked a winter style holiday with Saga to the Italian Dolomites where you had the option for winter sports like cross country or downhill ski-ing,however when we met others in the party it became clear that because of low numbers booking for this type of hol with saga several dates had been put into 1 week,which was our week,others had the option to cancel or change to the only available week.This may be a similar situation where you are being offered a new date which suits more people.
We had a great hol with saga, but this was the last winter sports type hol they did,maybe cos of low numbers.
We had a great hol with saga, but this was the last winter sports type hol they did,maybe cos of low numbers.
Thanks for your advice. Spoke to Saga's "customer relations" dept this morning, and the agent was very rude. No apology, no "I can understand how disappointed you must be", very much "well, what do you expect me to do about it". Asked to speak to a manager and was told "it will have to be later, he's busy now." Have offered me my deposit back, but no compensation for the £200 I've spent on cold weather gear. Refused (quoting the Data Protection Act) to tell me if anyone had booked after me, but said I wasn't the only one being "bumped", there's a whole host of people. He said they're struggling to get to grips with their new systems and "we all make mistakes". "I don't" I replied. An appalling attitude. Wasn't interested in the fact that I'm a loyal customer with other holidays booked. Just didn't care one bit. Have sent a report to Watchdog. Saga position themselves as a quality service. I have news for them. His whole attitude and demeanour was downright rude.
Perhaps a letter to this guy - Andrew Goodsell, Group Chief Executive, Saga Group might get a better response.
fwh
fwh
Evierose
I agree that your experience with Saga has been very disappointing and not the quality of customer service one would expect from them.
I would certainly take the time to write to someone high up in the company to explain how you've been treated. fwh has given you contact details.
Rudeness is not acceptable.
I'm no expert on the Data Protection act, but this guy's refusal to tell you whether anyone else had booked after you sounds strange - unless you were asking him their names and addresses, of course.
I'd be inclined to 'name and shame' them on every holiday site you can find.
As you've spent the money on the cold weather gear, couldn't you try to find a similar holiday with another company?
Good luck, I hope you get to see the Polar Bears.
I agree that your experience with Saga has been very disappointing and not the quality of customer service one would expect from them.
I would certainly take the time to write to someone high up in the company to explain how you've been treated. fwh has given you contact details.
Rudeness is not acceptable.
I'm no expert on the Data Protection act, but this guy's refusal to tell you whether anyone else had booked after you sounds strange - unless you were asking him their names and addresses, of course.
I'd be inclined to 'name and shame' them on every holiday site you can find.
As you've spent the money on the cold weather gear, couldn't you try to find a similar holiday with another company?
Good luck, I hope you get to see the Polar Bears.
Hi Prettypollycat, Thanks for your reply. Their customer relations manager has just called, and he was very nice and extremely apologetic about this other oik. I am trying to get another holiday booked, but as it appears that so many Saga customers were bounced off this holiday, those people are probably all trying to do what I'm doing!
Am getting my deposit back, but it doesn't take away the disappoinment. Am really sad as I've been looking forward to seeing the polar bears for nearly 7 months. Still, that's life, nowt I can do about it.
Am getting my deposit back, but it doesn't take away the disappoinment. Am really sad as I've been looking forward to seeing the polar bears for nearly 7 months. Still, that's life, nowt I can do about it.
How could they over book so many people especially those who have booked so far in advance? Seems a bit odd to me.
its more likely to be the fact that not enough people booked
That's what I was thinking Fiona.
Fiona & Glynis
Reading through the original post, I tend to agree with you as they did offer EvieRose an alternative date.
But, if that IS the case, then why not say so?
Some of these specialist companies have a 'minimum pax' level and if they don't get enough take-up, they cancel or offer a different departure date.
We've got a 27 day tour to China booked with CTS Horizons and the minimum for the tour to go ahead is 10 pax.
When we paid our deposit, they had 4 confirmed, we made 6, with another 2 who had said they were going but CTS hadn't received their deposit at that point.
There were a further 4 pax booked on the identical tour on an earlier date.
Of course, after the earthquake (we visit Chengdu), some of those 8 may have cancelled
So we knew up front that worst-case the tour may not go at all or that we may have to change to an alternative date.
Perhaps this is one area where Saga went wrong.
I know Travelsphere also cancel tours and offer alternative dates if they don't have the minimum numbers.
Reading through the original post, I tend to agree with you as they did offer EvieRose an alternative date.
But, if that IS the case, then why not say so?
Some of these specialist companies have a 'minimum pax' level and if they don't get enough take-up, they cancel or offer a different departure date.
We've got a 27 day tour to China booked with CTS Horizons and the minimum for the tour to go ahead is 10 pax.
When we paid our deposit, they had 4 confirmed, we made 6, with another 2 who had said they were going but CTS hadn't received their deposit at that point.
There were a further 4 pax booked on the identical tour on an earlier date.
Of course, after the earthquake (we visit Chengdu), some of those 8 may have cancelled
So we knew up front that worst-case the tour may not go at all or that we may have to change to an alternative date.
Perhaps this is one area where Saga went wrong.
I know Travelsphere also cancel tours and offer alternative dates if they don't have the minimum numbers.
\Thanks for all your various comments. Saga admitted that they'd made a huge mistake. They have a new system in place and are still grappling with it. I wasn't the only person to be bumped, apparently, there was a group of us. But they did say it was their error, not anyone else's. Am doing my best to get another similar trip, but can imagine they will all be fully booked (by ex Saga customers!!).
I have read on another site that Saga are having huge problems with their new booking system and customers have been writing to the MD of Saga with their complaints because of a breakdown in communication and other problems. You probably got caught up in all of that Evie. Their tours are nearly always fully booked up months ahead of time.
Well, the good news is that I've managed to book an almost identical tour with another company - and it's £1,000 cheaper. I spoke with one of the Saga Customer Relations people and she was fantastic, really helpful and sympathetic. But, yes, it is their computer system. Ridiculous if it's making their customers unhappy.
Great news Evie.
Saga holidays though usually very good are inclined to cost a lot.
Saga holidays though usually very good are inclined to cost a lot.
EvieRose
That's a great result.
As far as Saga's new computer system goes, they should sack their development staff/company.
Haven't they heard of system testing before 'going live'?
Their loss, your gain.
Enjoy the Polar Bears!
That's a great result.
As far as Saga's new computer system goes, they should sack their development staff/company.
Haven't they heard of system testing before 'going live'?
Their loss, your gain.
Enjoy the Polar Bears!
Please could anyone offer me any advice. I hav booked to go with Saga Holidays to Namibia in September. I had a phonecall on monday to say that they have changed the flight times. As a result of this i will have to leave my hotel at 4am instead of 12 noon and have a 6 hour layover at the airport. I have complained to SAGA but the customer service rep was rude and didnt want to know. He wouldnt give any deatils of the complaints procedure just said "there on our website" I asked to speak to a manager and he refused.
Please can anyone offer me any assistance?
Many thanks
Please can anyone offer me any assistance?
Many thanks
Hi MZ Pink,
Bad news, can understand why you are so fed up. Flight times do change, and but their Customer Operations should be better briefed, and should know how to deal with customers and not be as rude. Saga Holidays are not cheap and they don't reward loyalty - e.g. my parents met a couple who have been on at least 40 Saga Holidays, so that has to be worth in excess of £100,000 to Saga. They've never even been given so much as a free bottle of champagne in their room to thank them for their loyalty. I think that sort of loyalty deserves the occasional long-haul upgrade! Someone in their marketing department needs to know more about marketing!
Bad news, can understand why you are so fed up. Flight times do change, and but their Customer Operations should be better briefed, and should know how to deal with customers and not be as rude. Saga Holidays are not cheap and they don't reward loyalty - e.g. my parents met a couple who have been on at least 40 Saga Holidays, so that has to be worth in excess of £100,000 to Saga. They've never even been given so much as a free bottle of champagne in their room to thank them for their loyalty. I think that sort of loyalty deserves the occasional long-haul upgrade! Someone in their marketing department needs to know more about marketing!
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