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scottygirl
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19-06-2007 08:42 AM
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Joined: 14 Jun 2007
Posts: 13
My Profile
| I booked with Freedom Direct in January of this year to go to Portugal on 4th July (3 weeks yesterday). Flights with Globespan, taxi transfers and hotel is the Cerro Mar in Albufeira. I booked, and paid a supplement, for a pool/seaview room. I never received any confirmation and it has taken me at least 20 phone calls to their customer services to get the Accommodation Voucher, Taxi Transfer Voucher and Flight confirmation, everyone I spoke to said they would send it out and they never did. Each time I call them I'm on hold for 15-20 minutes. Eventually I received all 3 confirmations but my accommodation voucher stated "1 bed apartment - standard" - no pool/seaview!
I have been trying to sort this out every since. I was told last week (3 weeks before I go) that the hotel do not sell their rooms at different prices and that my pool view would only be a request and it's not guaranteed! So why have I been charged a supplement for something that doesn't exist?? I could have booked a standard room for less money through a different travel agent!
I have a whole list of names of people I've spoken to at Customer Services who all say "I'll look into it and call you back" but never do, I'm now dealing with a manager who is no better! They complain that they don't get time to work on problems because the phones are so busy, but maybe if they got things right the first time the lines wouldn't be so busy with people calling back constantly to try and sort their holiday out.
I'm banging my head against a brick wall also and don't know what to do next! Help?
Steer clear of this company, now that I've booked I'm reading of other people who are having problems as well.
Sorry for the rant !!
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My Latest Review: Jul 2007 Cerro Mar Apartments, Albufeira (1/10)
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fd.co.uk
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17-07-2007 05:18 PM
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Joined: 17 Jul 2007
Posts: 6
| Dear Scottygirl,
We are obviously sorry that you feel as thoughyour complaint has still to be resolved. As you are aware Freedom Direct has been dealing with your issue for a sustained period of time to resolve the problem.
We do not obviously wish to comment on individual cases within a forum but there is a two way flow of correspondence by mail and post.
FD.co.uk
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old grey hair
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07-01-2008 03:46 PM
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Joined: 07 Jan 2008
Posts: 1
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Ann & Bob (Stockton) we booked with FD (2007) to go to Menorca, flights, hotel and car hire, everything was perfect we have no complaints, we will be booking with FD again this year.
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flametv
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09-01-2008 01:02 PM
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Joined: 09 Jan 2008
Posts: 3
| Dear scottygirl,
I was just wondering where you've found other complaints about Freedom Direct, as yours is the only one I've been able to come across?
Thanks very much
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stuartm
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10-01-2008 08:52 AM
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Joined: 06 Jan 2008
Posts: 8
| Have used Freedom Direct on quite a few occasions and have found them 1st class. Already have our summer holiday booked with them this year.
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sloppychops
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18-01-2008 07:38 PM
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Joined: 18 Jan 2008
Posts: 2
| Used FD and their all went well no problems at all and i would be happy to use them again.
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lauren2303
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08-02-2008 02:23 AM
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Joined: 15 Sep 2007
Posts: 2
| just booked via freedom direct for Side in Turkey and they were great - cheap and very helpful. Cant wait
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annoyed
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12-02-2008 04:04 PM
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Joined: 12 Feb 2008
Posts: 1
| Booked with freedom direct for a holiday in July 07. We're now at February 08 and I'm STILL awaiting my complaint to be dealt with. Disgraceful customer services, complaints team don't return calls. A total shambles. Only book with Freedom Direct if you want to not get the holiday you paid for, not get the resort you paid for, and not get the customer services you deserve. Really really furious and currently considering legal action as this seems the only way to get this firm to do anything.
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Ab
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16-02-2008 11:19 AM
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Joined: 16 Feb 2008
Posts: 1
| I booked a flight to Egypt for 2 families everything was going fine until they took my payment twice from my card and havent added the 2nd payment to my account and now are asking me to send my bank statement as proof?? I dont see why they dont just check there accounts rather then having me do all the running around! specially with fraud at a peak i dont want my bank statements floating around there office!!
And they dont pick up the phone!!!!!!!!!!!!!!!!!!!!
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lancslass
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08-03-2008 08:24 AM
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Joined: 08 Mar 2008
Posts: 1
| We booked our April 08 holiday in November 07 with Freedom direct. The only reason why we chose them was because they offered one particular hotel, which i have stayed in before which in a fantastic location by the beach etc great for the kids. In February, just 2 days after they took remaining balance for the holiday they called to tell me that the hotel was not available. I asked if i could cancel the holiday and they offered alternative accom that is miles away from the beach and on a busy road!!!!
They said i should look for another hotel! What sort of customer service is that!!!!!!
We really dont want to go on this holiday and they are just not helpful...i dont know what i should do to try to get my money back...they should not advertise a hotel that they know is not open until May!!!!!!
I would never book a holiday through this amateur company again.
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Bidston
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13-03-2008 10:38 AM
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Joined: 13 Mar 2008
Posts: 1
| We recently booked our holiday to Egypt with Freedom Direct, and I must say we had no problems at all. Everything was as it should have been and would feel confident booking with them again. I have also recommended them to my friends. I would suggest that no company is perfect and mistakes do happen.
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puppy
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18-03-2008 02:09 PM
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Joined: 18 Mar 2008
Posts: 2
| I booked July 07 with FD through tele text. Never again! My flight from Exeter was changed to Bristol which I had paid extra for. When I finally got in touch with them after they promised a supervisor would call me back (never did) they said the airline wouldn't refund the extra flight costs. Five days before my holiday they decided to change the departure date so i had to arrange work etc & pay extra for airport parking. I got in touch with ABTA, they said I should have a reply within four weeks which I never did. Only when i phoned yet again they said a reply to my complaint had been sent to the airline, so I telephoned them & asked for a copy. No compensation was paid as they told me it wasn't a package holiday. I will never use them again the staff were unhelpful and I had to pay extra costs through no fault of mine.
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chichi16
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29-03-2008 04:55 PM
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Joined: 29 Mar 2008
Posts: 1
| I have booked with Freedom Direct 5 times now and they have always beaten quotes from other holiday companies. Ours holidays have always been great and really good value for money. We have recently come back from Gran Canaria which cost us £150.00 each. Our accomadation was brilliant for the money, we had a flat screen TV, Dishwasher a lovely balcony over looking the sea and a heated swimming pool.......I have always found F.D staff to be very helpful and I have always received the paperwork within days of booking. I have recommended them and will continue to book holidays with them.....
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shankspony
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31-03-2008 07:52 PM
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Joined: 31 Mar 2008
Posts: 5
| I wish I had seen this site before booking with freedom direct! I am still awaiting hotel vouchers and confirmation of rooms booked, and this is 2 days before full payment due. Has been ongoing since Jan when first made booking. No breakdown in price and rooms not given that were requested as yet!! What should be an enjoyable family holiday for 15 to Egypt has turned into a nightmare.
Letters not arriving as promised or arriving with wrong details. Despite e.mails (not one has been answered) Phone calls that do not get answered or are put down on you! When you get through they promise will be sorted out and in the post. Letters unanswered.
Have asked them to please let me know if they could not sort it out and refund money paid so we could go elsewhere, in plenty of time before final payment due. What happens now? This company should not be allowed to operate. I am now letting my Grandchildren down and stand to lose a lot of money. I am very upset and angry with the people spoken to (names, dates, times kept)
Have completly lost confidence in booking this way and will in future go to a travel agent and at least be able to communicate!
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funny-bunny
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01-04-2008 01:25 PM
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Joined: 27 Mar 2008
Posts: 16
My Profile
| I am surprised to read about bad experiences with Freedom Direct. We booked with them for a last minute deal in November and they were excellent. Under £200 per person for 3 star appartments in Gran Canaria with a sea view for a week. The flights were perfect and I was amazed and what a brilliant deal we got from them.
At the time I was a little anxious that they didn't send us flight tickets and everything was done through printed off "vouchers" from them, but it all went without a hitch and I wouldn't hesistate to use them again.
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shankspony
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03-04-2008 12:20 PM
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Joined: 31 Mar 2008
Posts: 5
| Of course you would be surprised to hear about problems with Freedom Direct, because you fortunately did not have any!
You were one of the lucky ones and only have to read this page to see that.
We will enjoy our holiday in Egypt, no thanks to Freedom Direct customer sevices) apart from "Tony" at customer services who did eventually get hotel vouchers out to us 2 days before final payment due. This does not resolve all issues but at least now know we have got rooms to go to!
Just be aware, and if you do have problems act quickly and cancel would be my advice.
Watch this space !!
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heda
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03-04-2008 02:35 PM
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Joined: 03 Apr 2008
Posts: 2
| I have booked with freedom direct today I got an email confirming the holiday within minutes, I also got a text message to say everything was booked.
I last booked my holiday through instant holidays and they are the biggest shambles ever if you want to complain book a holiday with instant and you surely will.
Freedom direct are excellent
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shankspony
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03-04-2008 11:54 PM
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Joined: 31 Mar 2008
Posts: 5
| We do not wish to complain! Just want to book and enjoy our holiday. We have not done this for fun so what is your point?
Have travelled to Egypt for over 20yrs and this is the first time have ever had to complain about a holiday company.
Why say if you think this is a bad company try so and so?
If you have had a good experience with FD well great, unfortunately we have not been so fortunate and we do not have to justify our experience with FD by pointing out all the other good companies we have booked through.
Hope if these threads are read by Freedom Direct they will make all their customers bookings stress free in future. Just by answering their phones would be a start.
Good luck and happy hols to all who do book. It's not all about cost!
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crazyasadaizy
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10-04-2008 08:01 PM
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Joined: 10 Apr 2008
Posts: 1
| I have booked a 2 week holiday to Gran Canaria with Freedom direct and have received flight confirmation and accomodation comfirmation by email but wondered in what way do they issue tickets or vouchers as proof we have booked flight/apartment?? I have also paid the amount in full. Would appreciate to know what their way of doing things is because its the first time ive booked a holiday through the internet and i cant stand to be put on hold at their call centre for any longer!!!! Thanks
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shankspony
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27-04-2008 01:56 PM
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Joined: 31 Mar 2008
Posts: 5
| Hope you are now in receipt of your hotel vouchers etc? We have been having ongoing problems with this company now since Jan!
I have been contacted by their complaints manager who assured me it was not acceptable etc etc, that he will be investigating and also sending a breakdown of price per person! (Last thing to be sorted out now?) I have now paid in full and those who owe me are still unable to pay me as they do not know how much they have to pay! Surprise surprise no breakdown of costs has arrived and have heard no more as yet.
Don't let this put you off booking online, just check first re company as we wish we had done! Although this is the first time have had ANY problems.
Also the way we have been treated so far by Freedom Direct is appaling. How can they expect anyone to book a holiday and not receive a price per person just add it all up together and that's it?
Hopefully will be able to put positive feedback on here somewhen? Don't hold your breath!!
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