Holiday Gems

3.00 stars

71 Reviews

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Kim's complaint against Holiday Gems

Kim Roberts

15/04/2018

[RESPONDED] Refund not processed

Complaint against Holiday Gems

We had our flight cancelled, airline provided proof of cancellation and have also now provided proof that Holiday Gems were refunded our flight monies on the 19/03. Despite numerous telephone calls, all met with "we have have no notes on our system", and it can take upto 21 days to refund, they still have my money. They do not confirm anything via email, they are just fobbing me off. Am sending my complaint to the Financial Ombudsman to see if they can help. And yes the price on their website was not the price I had to pay, and I also had to chase up booking paperwork. Will NEVER use them again.

  • supporters 0

Holiday Gems has responded

  • Comments (3)

Beryl Robins | | VERIFIED

Unfortunately, we are unable to access the booking and investigate the issue raised. If the reviewer would email our complaints department the matter will be investigated. That said, refunds, especially those from suppliers will have to be received and reconciled prior to onward transmission and we regret that this may result in a delay

Kim Roberts | | VERIFIED

I had emailed you complaints felt more than once. The airline refunded you on the 19/03 despite numerous telecon s the issue is still unresolved.

Kim Roberts | | VERIFIED

I put my complaint in here as you seem able to respond in 24/48 hours in this website. Shame your own system is not monitored as closley
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