I'm sure they intend to do things in a professional manner but if you need to know something don't expect them to rush to answer you. I haven't been on holiday for a number of years so just wanted some reassurance as to how things would work. I only wanted to know if they would send accomodation and flight tickets or if the flight tickets came from the airline. I asked on Monday. It's now Friday evening and despite trying again yesterday my query has been completely ignored. That in my opinion is very poor customer service.
Update: I finally got to speak to someone by calling their 0871 telephone number (curious that when I tried their 0114 number I was told I would have a 15 minute wait yet got straight through on this number - 0871 is more expensive?). However, the person I spoke to was professional and helpful, answered my question and apologised that my question hadn't been answered before, saying that they had been extremely busy. That's very nice, but I work in a job where we have an automated support request facility and if we left a basic question unanswered for 5 days we would be left in no doubt that it isn't acceptable.
I've since found that whenever you deal with anyone over the telephone they sort out your issues and answer your questions without any hassle and in a friendly and efficient way. It's only their 'Manage My Booking' system that isn't quite right.
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