National Holidays

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Stephen's complaint against National Holidays

Stephen Reynard


Transport and lies/ no communication frim company

Complaint against National Holidays

To whom it concerns Ticket reference or to and from locations: R323418, I am writing to you to raise an issue about Coaches at National holidays on May 18th, 2018. Booked a trip to Jersey on the 25th of January 2018 through Hayes travel at Crossgates in Leeds. My first issue is in relation to the price as I paid the full brochure price for this trip to then receive a flyer from National express for the same trip £40 cheaper challenged Hayed about this said we should of booked later, upon the trip found this had also happened to other couples and people all paid different prices, I wasn't exactly thrilled with the response of should of booked later found this to be rather unprofessional. My main issue however, which myself and wife have is the non communication from National or Hayes about the journey to Jersey which has totally destroyed our vacation and ultimately our 40th wedding anniversary. It all started the moment we arrived for our coach was told to be there to set off at nine this was not the case it then led on to a longer journey then expected or then what was communicated to us when we booked, as we went from leeds to Oldham to meet another coach, this coach was stuck in traffic, so from Oldham to Stockport, once arrived all the passengers on our coach were moved from the coach we were on to the other coach, we eventually arrived in Bournemouth after 8 pm almost a 12 hour drive! My wife is disabled with severe arthritis, this journey turned out to be long and extremely uncomfortable for her and we hadn't even reached Jersey at this point, the hotel we stayed at in Bournemouth (Carrington House) was not up to a good standard and just to make things worse we were told we would need to be up at 5 am so cases could go the coach to set off for 6am, we were also told when we booked the holiday that it was half board but this was not the case at the hotel Carrington another passenger contacted National and complained to which this was then amended a continental breakfast was provided and a meal on the ferry, the point is a complaint should not of had to happen in order for this to happen. I have no complaints as to the actual trip in Jersey once we arrived although the holiday was dampened due to the journey there and the fact we knew that this would be the case on the way home which we were dreading, this whole experience has put us off ever wanting to book through national express again due to the non communication from yourselves or Hayes, if we had been told that we would be meeting up in Oldham then Stockport with other coaches we would not of booked this trip. Improve communication, make it clear that this would of happened or cancelled the trip if there were not enough passengers to make the trip viable for the company instead of combining passengers from east and west making the journey long and not what was advertised when booking, and an apology. I look forward to a prompt response. Please reply to my Resolver email account as I would like to keep all of my communications in my personalised complaints case file.

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