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Yvonne's complaint against Mercury Holidays
Lies and incompetence
Complaint against Mercury Holidays
I've used Mercury Holidays a few times and on every occasion there has been a difficulty. And each time, I gave them another chance but no more. The travel documents did not arrive 10 days before departure. I emailed in advance to check all was well and they said they would be with me. As the time drew near to departure and I had still not received the documents. I asked for help and they said it was in the post. Days went by, 3 days before departure, and still no documents. I enquired again and was told it was posted the day before, so hardly in time for the 10 days before departure promise. After that there was no response from Mercury Holidays to my emails marked 'urgent'. It was as if the company had gone into a black hole. I wrote a letter to the head office and never received a reply. I was on my way to the airport with my copy of the holiday confirmation when I received a call. The employee said a copy of the boarding pass could be sent for me to print. Too late! Then they said I could go to the airline but that I'd have to pay for the boarding pass. I said 'I'll charge that to Mercury' and the reply was 'Well, you can try'.
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