I thought I would share with you an experience I had with holiday genie.

I booked return flights to Australia via Holiday genie spending £2000 in total. Upon checking Singapore airlines booking system I discovered holiday genie had booked me onto the wrong outbound flight so I was scheduled to depart early afternoon instead of early evening. Firstly I emailed them and got no reply, secondly I contacted them via their website and also received no reply. Finally I managed to speak to someone by phone though even this was difficult and time consuming.

The first person I spoke to by phone blamed the airline and said nothing could be done. I pointed out even if this was the case I hadn’t been informed so could of turned up to the airport to discover I missed my flight. When I said this was unacceptable I was told the matter would be looked into and I would be contacted. However after 4 days I had heard nothing so I rang again. Holiday Genie had no record of my call and so I went through the whole process again. I was told someone would be in touch and I did receive an email stating I would receive confirmation of the change shortly. However I subsequently heard nothing and I was once again required to chase them.

As someone who travels for both work and leisure I book a lot of travel and have never had to deal with such incompetence and awful customer service. I am a fan of smaller holiday agencies and travel companies but would actively go out of my way to avoid holiday genie and will more than likely in the future use a larger, more professional and competent agent who don’t require numerous phone calls and correspondence to get something so relatively simple correct.