When booking my holiday, the agents provided quotes over the phone yet when I checked their own website, I found the identical holiday, location, hotel package for £300 cheaper (despite no on-line discounts). It seems that greed played a large role when speaking directly over the phone to operatives.
I booked my holiday myself with the website quotes and followed all guidelines by paying my deposit etc. I then received a call days later from an operative confirming the booking and discussing all terms and conditions which was fine. Another week later, I receive a call advising that I must pay another £460 immediately (this was despite the 12 week deadline to pay in instalments) to cover airline costs or I would not be able to travel. There was no mention of this in the booking information, terms and conditions or confirmation discussion with the operative a week earlier when they confirmed the booking.
To make things worse, they breached data protection by sending my personal information and details to a friend of mine whom I had travelled with two years before. Luckily, this person alerted to me to the fact that they were receiving emails about all of my information. When I challenged the agents, they came out with a really pathetic excuse that I must have given my friends email address????
They then clearly ignored the conversation and continued to email my friend each time I made a payment. The supervisor, whom I spoke to was rude and arrogant and only changed his tone when I said that I hoped the call was being recorded so that he could see his own poor conduct.
Horrible, horrible experience!