My experience with the ITC was so bad…
My experience with the ITC was so bad from start to finish my mind boggles thinking about. From the initial booking right through to the holiday they let us down every step of the way.
DO NOT USE THIS COMPANY!
My husband and I decided to splurge for the first time ever as it was our 10 year anniversary and our baby moon. While giving us the quotes and helping us choose a package the ITC agent was very helpful and responded to all our questions straight away. We decided to go for the luxury option all the way, asked for world traveller plus seats and booked our whole time in the Seychelles at the Four Seasons. From the minute I sent the email saying we wanted to confirm out holiday the problems started!
After my confirmation email the agent stopped responding. It took me several emails and phone calls for the agent to confirm our booking. This took over two weeks and by that point the seats we had been confirmed were fully booked for the way home. Instead of being honest with us the agent told us she would fix this issue. Over the next month the agent kept up the pretense of everything being taken care of. ***Let me just note that she did not once contact us to update us of the progress, to get any information I had to continuously chase with phone calls and emails.
After a month of chasing, asking to speak to a manager (I spoke to 7 different agents that all stated that they would pass our message on and get a manager to return my call - NONE of them passed the message on) and getting nowhere. I finally got through to the customer service manager and our booking was finally taken out of the hands of the very incapable agent.
After the manager took charge we felt hopefully that the service we would receive would be more aligned with the luxury holiday that we booked. She informed us that the agent made a mistake and didn't confirm our seats as soon as we booked as a result the seats had been taken. She then made us three promises to make up for the lack of service:
1) put on note on BA's system to say that if there was any availability we would be given an upgrade
2) she would continually work with BA to try and get us the seats that we had originally booked
3) she would contact the Four Seasons and ask them to make our holiday extra special
She did not do anything that she promised!!! There was no note on BA's system, we didn't hear anything back from her again regarding our seats and the Four Seasons had not been contacted by ITC regarding our booking!
From start to finish the worse customer service we have ever received! It stings all the more as it was the most money we ever spent on a holiday! I will never ever ever use ITC again and recommend you stay away if you want a luxury service.
Reply from Inspiring Travel
Dear RC,
Thank you for your review and we apologise that you didn't receive the service levels you deserved on this occasion.
Having reviewed the details on file I can see that there was an issue in October when availability changed on your preferred flights and as we were still hopeful of finding a seamless solution, your consultant was not forthcoming with communication. This is not the standard of communication we pride ourselves on and this feedback has been given to the individual in question.
Once this had come to light however, one of our Sales Managers liaised with you and provided the option of accepting the holiday that was available, incorporating a special gesture, or releasing the arrangements. You accepted the proposal and the holiday was confirmed and carried out as expected.
I hope that despite the shortcomings on our part, you know we did attempt to make amends and that you still had a lovely holiday.
We wish you all the very best in the future.
The team at The Inspiring Travel Company