Does not deserve one star. Their website would not accept my destination so I had to select the closest one and then submit my address later. I received two emails the following morning stating that I had to pay more money as my destination is further. I was absolutely happy to do this and I had planned to do so later in the day as the emails were sent very early in the morning. For some reason, Nicoletta, decided to also call me straight away to ask for payment. I explained I had planned to pay but I was engaged in something else right now. She was persistent in pursuing this phone call even though I had already explained that I am fully aware. Still she would not shut up. I felt uncomfortable and suspicious so I asked if there is an issue would I be able to receive a refund as I had experienced issues with the website. This was not my doing. She threw toys out of the pram and we argued for a good 15 mins. She refused to let me explain. She was dismissive. She was adamant that the issue was my fault. She accused of trying to submit the incorrect hotel details- I am not staying in a hotel. So she then invented some other nonsense excuse. The best bit! - she went to speak to her supervisor. She cancelled my booking out of spite. Said I will receive my refund. So I then asked her, when will the refund be processed. She then says that a refund actually has not been processed (apparently because of problems with covid!! I still don’t understand why covid was mentioned). In order to get a refund, I have to send an email myself to another department!!!! This woman is highly incompetent! I then check my emails after the phone call. She then me an email to let me know that my booking has been cancelled due to the pandemic (she is so bad at her job) and I have been given a voucher that I can use anytime. The funny thing is Nicolette did not attach a voucher. She did not attach a link to any voucher. The amount was not stated. There is no details on how to access the voucher. This is a scam. And I still have no idea why she called me - I received two emails 40 mins earlier and I had time to organise this myself
11 months ago
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