Blimey girls, don't know how I got away with that one !!!!!!

I thought I better give an update to my 11 page letter. (I appreciate how sarcastic its sounds but I was so angry when writing !)

I sent that letter to both First Choice and ABTA on the 7th Feb 2009

On the 10th Feb I recieved a response from ABTA giving me a reference number and a standrd response to say they will be in full contact within 25 days. That I thought was good service.

On my original letter (7th) I requested first choiuce respond within 7 days due to all the messing around and waiting I have had in the past.

I heard nothing, not even an acknowledgment letter so on the 16th February I sent them another letter to say I have heard from ABTA but not first choice.

I recieved a second letter on the 19th from ABTA saying they have all my letters and first choice need to respond within 28 days with either a full explanation or at least an acknowledgment.

(So remember ABTA first letter was dated the 10th Feb)

On the 21st February I receieve a standard letter from First choice (on Thompson headed paper) but the post date on the letter was the 10th February! Now how did it take 11 days to get to me and I am probably being a little paranoid but something tells me they backdated the date to the 10th to match that of ABTA.

That letter on the 21st/10th stated a general response saying they are looking into my complaint and will be in touch.

Now according to ABTA they now have 28 days from the 10th February to give me an explanation.

Guess what, that did not happen.

Now, lat night I received an email from the retail side of the customer services dept, here it is

Our Ref. *****
Please quote on all future communications

Dear Mr Bowler

Thank you for your email received by us on 22 February 2009.

I was concerned to read your account of the standard of service provided to you by the staff of our Bolton shop, regarding your wedding certificate. I appreciate how you have formed an unfavourable impression of First Choice as a result. I do apologise for this and our shop manager has been made fully aware of the situation to ensure there is no repetition of this incident, and so we can learn from what might have gone wrong.

I can confirm that only the shop you booked at can arrange administration work for you. As this is where your booking was made we can not offer a refund for petrol.

I can fully appreciate the service provided by us has caused you disappointment, and would like to reassure you we take customer feedback very seriously, so we can do our utmost to rectify and prevent any further problems for future customers. We will therefore make all your comments known to the Branch Manager.

I can also confirm that we do not offer a free upgrade on our flights to wedding couples. Please accept my sincere apologies for any inconvenience you may experience.

Thank you for bringing these concerns to our attention. We will continue to work towards ensuring that all aspects of the holiday booking experience meet our customers' needs.

Yours sincerely

*****
Customer Services

Now the first thing is the fact should I really get an email when I have submitted formal letters to First choice and ABTA?

**** states thankyou for your email on the 22nd February, I neve sent an email on the 22nd February so I again it tells me they have not really looked into the whole complaint.

The response only really deals with my latest incident at the Bolton Branch, It dies not answer anything to do with 90% of the actual compalint.

He says Bolton Branch are responsible for all the admin in regards to my wedding. Now an elemnet of my compalint is regarding the wedding certificate. For those who have read my original letter you will now I have been given the certificate but with the wrong info.

His response does not explain when I will be getting a new one and why it takes 6 months. Also how can he blame the Bolton Branch?, yes the service there was appaling but when sending out our wedding certificate it failed quality assurance on 3 occasions

1. The person who actual typed it out and sent to UK from Dominican
2. The wdding Dept who recieved the Certificate in the UK
3. The Bolton Branch

Now surley a wrong certificate should not get to the poiunt where it is handed to the customer.

I am really starting to get annoyed with first choice, The whole thing as been a shambles and I get the impression they dont really read what is sent to them.

I will keep you informed of the process

J Bowler

Keep the date stamped envelope that contained the back dated later - that will be proof, if needed, that the letter was obviously hanging around in someone's out-tray (or as you say back dated).

Perhaps you could ring Ros Fernihough for some free advice in this. She will be able to inform you if you have a case for any recompense.

The direct number to Ros's PA Pam is 01922 705134

Or try the switchboard number 01922 633214 and ask for Travel Dept.