Jetsave - cancelled holiday!

[Kerry C]

Below is a copy of a letter that I have today posted to Jetsave. Can you believe we have had our holiday cancelled with no reasonable explanation and they say they can get away with it! Unbelievable - please read on if you dare - but trust me it has to be the worst case of valuing your customers ever!!!!





Following a fantastic holiday with you in 2004 we decided, once again, to use you to book our next holiday in America in 2009. As this holiday needed to be particularly memorable, our Father’s 70th birthday on April 11th 2009, we chose Jetsave as we had excellent past experience with you and trusted your strap line “Magical Family Holidays”

We are writing to ask you to explain to us how we booked, paid a full deposit (bank statements included for future use), had verbal confirmation (voice mail recorded for future use) and then weeks later received a telephone call from a member of your team cancelling our holiday without any reasonable explanation.

We cannot begin to express the shock, disappointment, stress, upset and anger we now feel. Not to mention how this message was unbelievably received by our 4 children and our father who was truly looking forward to having his family around him on his special day after a very difficult time with us having lost our Mum recently (death certificate available if required)

For the avoidance of doubt and to enable you to investigate fully and, as outlined on your site, be able to replay those recorded conversations, please allow us to outline the following details.

Saturday 6th September – Telephone call made to Jetsave (Hugo and Jenny) to enquire about availability

Saturday 6th September - Telephone call received from Jetsave (Hugo) confirming the following

Virgin Flight availability VA27 departing Gatwick 3rd April 11.15am for 8 persons

Virgin Flight availability VA28 departing Orlando 16th April 17.50am for 8 persons

Accommodation – Bronze Villa for 7 nights in Orlando 3rd – 10th April 2009 for 8 persons

Accommodation – Tradewinds Sandpiper Resort at St Pete’s Beach, 2 suites for 6 nights – 10th – 16th April 2009 for 8 persons

Car hire – 2 x Pontiac G4’s

Confirmation ref number F175098


Monday 8th September – Call made to Jetsave (Jenny) quoting F175098, and deposit of £1440 made via visa debit

Wednesday 10th September – Monies removed from bank account



Thursday 23rd October (some 47 days later) For the avoidance of doubt this is 30 days after the monies had been removed from our bank account we received a telephone call from another member of your Jetsave team CANCELLING our entire holiday without any reasonable explanation.



We have now spent the last 8 days, consoling our family members and searching all known avenues to try, without success, to get us to our Father’s 70th birthday on April 11th 2009.

You must understand that this is, not only brand damaging for your Company, but also devastating for your Customers. We are sending a copy of this letter to the following people to help you eliminate the risk of this happening again and shattering other family’s dreams.



Mark Tanzer – CEO ABTA

ATOL

Stuart Baird – Virgin Atlantic

Tim Williamson – TUI UK Ltd

Holiday Watchdog

BBC Watchdog




Yours, in anticipation