Travellers beware!

Dear Travel 3000,

This is in response to the disappointing service my family has received from you. We have been loyal customers for over 5 years, booking numerous trips and referring many of our friends and family to your company. We have always had a great relationship with your company and this is why we are shocked at the rude treatment we have just received. As customer service professionals, you should be aware that the # 1 rule is to deal with unhappy customers promptly and with compassion.

As you are aware our group was booked into the Grand Sunset Princess November 16th-23rd. 24 people directly booked through Travel 3000. Dawn was professional and helpful in every aspect of booking this trip. We were quite excited to get married in Mexico, upgraded our rooms, and even booked our $3000 honeymoon with Travel 3000. Unfortunately there was an explosion at the resort which caused much disruption to our wedding and affected the enjoyment of our stay severely.

Upon our return from the holiday we did not even receive a phone call from our travel agent to ask how our trip was. We overlooked this as we understood that Dawn had already received a lot of phone calls and emails from other members of our group telling her about the horrible treatment we received. What we did receive from her was an email address to SUNWING customer service.

Of course we did not consider our travel agent responsible for the problems encountered and we never once said anything untrue or negative about her services. We have been dealing directly with SUNWING over a resolution in the matter and have not involved TRAVEL 3000 once, although we did forward our complaints to her so she would be aware, and protect her next clients from booking at this resort.

Which brings us to today....when we phoned to order a gift certificate for our mother as a Christmas present, who has been travelling with Dawn for over 5 years and countless trips and referrals. We received the following email from her:

Sent: December 22, 2010 4:27 PM

Hey Peter I cannot do the voucher so I have to suggest using another agency to do the voucher I apologize for this incoherence
Sent on the TELUS Mobility network with BlackBerry

We thought maybe there was an error so we phoned and spoke with Danielle whom told us the following:
"ohhh your eva’s son…
We preffer not having your business!"

And abruptly ended the call.

I can not even begin to express our shock at this treatment! Is this how you talk to someone that has been your loyal customer for years and referred so many people? Is this how you treat someone 2 days before Christmas?

This is the most unprofessional management we have ever encountered. We understand that you are a local business and pride yourselves on customer service. We would appreciate an apology for the insults received but doubt that one will be offered.

We will always remember how TRAVEL 3000 has abandoned us at our most vulnerable and will be sure to warn as many people as possible to stay away from an establishment that takes your money and then kicks you to the curb.

Thank you very much for showing your unprofessional nature; you have just saved us from making another mistake by giving you our service yet again.