We called Southall travel to make some amendments to our holiday to Dubai booked for January 2014. We had booked our holiday a week back and now wanted to extend it from 3 nights to 5 nights at Dar Al Masyaf. Understanding that it’s peak season due to the Dubai shopping festival we were quite pessimistic about the availability. But to our great surprise we received a call from them yesterday confirming the availability. We are all paid up and set for our 5 nights stint with Dubai. Had never thought we would get this confirmed but thanks to Southall that they managed.
We have booked our package holiday deal for Mauritius with Southall Travel for jan 2014. Everything went smoothly at the time of booking the holiday however we got little concerned after reading some bad reviews for them about their after sales. However all my apprehensions proved futile when on two recent occasions I called them to make some changes to the booking related to flights and hotels. The customer care agent who handled our queries was thoroughly helpful and professional and carried out the changes efficiently. We did not face any issues with them related to after care and infact feel more confident having booked with them. One practice that they follow which leaves no space for any errors is that they would seek your approval in writing before they confirm anything. I found it to be quite transparent way of dealing. While we did incur some costs to make these changes, they all have been as per the terms and conditions.
I had made a complaint to Southall travels due to there incompetence which caused us to be stranded in our honeymoon and also cost us an additional £1600 to come home. The customer service is basically to ignore and bully you. I have wasted numerous hours on the phone for 6 weeks and they will not resolve or admit to their mistakes. They have also played games with me over the phone and mocked me many times. They also compulsive liars.
I booked flights to Dubai and was quoted a price online. I then rang up and was quoted the same price. I then requested an aisle seat due to claustrophobia and the price went up by £60. However, I was happy to pay this as it was important to me to sit in the aisle. I was even told my seat number!!!
When I got to the airport no seats had been booked for me on the outbound or return flight. I contacted southall travel on return home to complain and was told that I had not been charged extra even though I could tell them the seats I had been allocated. Rubbish customer service and I feel conned out of my money. I would never use them again!
Southall Travel is okay if not a great travel agent.. Had booked a Dubai trip via them and it was cool till i figured out the premium they were charging for these trips which is in turn purchased from a local travel agent.
I feel Asia tours are best from Local Sourcing travel agent like Antilog Vacations who not only charge less but are able to help you on the spot since they simply have their people managing the whole show..
Simply put , This sort of Global Outsourcing phenomenon is cheaper & way better than procuring frm any Local UK Based travel agent for that matter..Nothing against southall as these guys r good but then they just cant compete with a local player
Please do not use Southall travel. they override Airline's T's & C's with their own (which always be in favour of them). Once you booked your flight with them, that is it you have to pay around £200 for change of flight (which any airline will do it for free of charge)
Complete rip off. I advised all my friends to avoid this agent (BTW they already did, and advised me not to use southall travel
This company is not customer centric business, and terrible customer service.
Terrible service DO NOT USE!!!! - I paid and confirmed tickets for £2500 only to be called back to be told to pay £2800 for different dates which were inconvenient and forced into agreeing or losing my money, was told 3 hours transit, when I checked the itinerary it was more than 8 hours!!! each way. I called and emailed numerous times to complain - Manager never got back to me staff told me I could pay more to change or lump it. NO apologies very augmentative, DO NOT USE this company.
We thank southall for the wonderful customer service and assistance in arranging our Dubai Holiday. Our stay at Zabeel was perfectly arranged and we enjoyed it very much. The Villa upgrade which they recommended along with other amenities was welcomed and things turned out to be just as planned. This has been our best stay in Dubai ever and undoubtedly the most memorable too. The resort along with its crew were simply great and very hospitable. I would like to recommend Southall to my family and friends and intend to book with them in future too. I cannot praise them enough for the expertise, knowledge and professionalism which has exceeded my expectations. I would particularly like to thank Vicky who booked our holiday.
I made a ticket booking via Southall Travel last year..I was always under an impression that booking through a travel agent is of great help as u get some extra unsaid benefits but sorry to say that's not the case at least with Southall travels. The worst part was that this cancellation was made under a medical grounds for which I was hospitalized. I informed Southall well in advance of my flying date (from hospital's bed) about the cancellation of my ticket. And also made it a point to submit a medical certificate as soon as I was discharged from the hospital. Despite all these efforts the outcome was I didn't get my money for well over 3 months (Still awaiting the money as I am writing this review). The worst part was their argument (Won't like to mention the name of the travel agent as I don't want her to loose the job) which is "We can waive of our charges (i.e. GBP 60) only if the airline is waiving of their charges (GBP 125)". Airline has to be ofcourse Air India (Not difficult to guess right) what better can we expect from an Indian Airline and sorry to say guys but I'm stating this despite of being an Indian myself.
So the end result is I paying cancellation charges to both Airline and Southall (Saying which I feel I was much better off booking of from the Airline itself. I'm such a fool! I must say; I paid a premium to the ticket price to Southall to learn that I would be paying a penalty charges to both the Airline and travel agent by end of it).
A piece of advice for free (Actually a paid one but unfortunately by me) to:
Southall Travel: Please be more transparent and ethical. People usually come to travel agents to make their life easier but this was surely not true in my case
Air India: I don't mind loosing money (GBP 125 is not going to make me rich) but look at your western counterparts you have a lot more to learn in terms of being professional and ethical. At the end of the day, all these little things are the ones which actually matter. (Saying this from one of friend's experience with [external reference] who refunded the entire money on the medical grounds)
They are big time liars and unprofessional bunch of idiots. Stay away! They will not give you full details about the charges and then rip you off!!
My husband had to fly to India from London on an urgent basis as his grand mum passed away. One of the agents from Southall Travel named '[name]' attended us. We told her about our dates of departure (6th Feb) and arrival (21 Feb). So she gave us two options-one for our fixed dates (£550) and other with another flight with a flexibility of changing the return ticket (£575).She said by just paying £25 more you get a flexibility of one change free of cost. Otherwise if you do not want to change, the return is for 27th Feb. But we said our return date is fixed so why don't you change it now. She said no, we have to tell them 48 hours before and they will change it free of cost. We told her ok, send us the travel plans but she took our card details. Looking at the travel plan for both the tickets, we decided to go for the fixed ones. so we called her back and said please book the fixed ticket and we do not want the flexible one's. But she said that she has already booked the flexible one as it was on urgent basis and we will be charged for that. WHY?? WE never said YES or confirmed it by email (“condition in their email: we will not book unless we get a confirmatory email from the client”). She took advantage of our situation and we had to go for the flexible one.
After a week we called her back to re-schedule our ticket but now she says there are fare-difference charges!!! WE were so annoyed and angry that we took the matter to her supervisor and told them to listen to the phone conversations. She completely lied then and said we sent the confirmatory email first and then she booked!!! And the supervisor said we don't record all our conversations. All of them are idiots!!!
Highly disappointed!! Will never book from them again!
Booked a flight through them to New York and family member got ill so couldnt travel.
Promised a refund and 2 months later still chasing after numerous e mails and phone calls. Very very tiresome.
Rude call centre (non UK)
Hiding behind airline issues
Couldn't care less about me and their reputation. Now resorting to small claims court and credit card chargeback.
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