National Holidays

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Lynne's complaint against National Holidays

Lynne Evans

26/03/2018

Late Changes in booking

Complaint against National Holidays

In January I booked a holiday to Disney as a family present it was for 6 people. Paid deposit, and today paid in full. At the time of booking I particularly picked out seats at the front of the bus. This afternoon receieved notification of changes to seats - it was apparent the company were putting two coache together to fill the one coach up. However, what National did was change our seats to ones which were very unsatisfactory. I rang National to complain but was told by a very unfriendly operator that it was first come first to get the desired seats. I asked how much earlier did the other people book their seats as our booking was January. At first I was told this was impossible to find out, however, after much discussion expressing my complete disgust at the way I had been handled 'suddenly' the operator said the other customers booked earlier than us it showed on the computer - so from being impossible to state it was all change. I did say the new seats were unsuitable as they were near the stairs and we had two children in the party - the lady said just sit them together in the seats a little further forward (how rude). As I was unsatisfield with the answers I asked to speak to a Supervisor, I held on for some minutes before a lady came on saying she was not a Supervisor but Customer Service. This is not who I wanted to speak to, this same person was also unhelpful and even said she would make note we were unhappy but doubted it would be looked at unless I sent in an email to complain. - hence this e mail. As this is a present for a Disney trip we have to take the seats offered, but I felt the way the National Dealt with my complaint was really poor and possibly feel staff need more training in trying to resolve a clearly upset and angry customer.

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