Need to vent about a Tour Operator.

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What a pointless thread. Name & shame.

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@Hurtle, only counts if tea ejected nasally Laughing

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The TO was us (Brentaski.com).

Hi Alasdair, we’re really sorry that our arrangements didn’t meet with your expectations.

As you are a past client I don’t think it would be useful to publish copies of the correspondence between us or go into lengthy on-line discussions regarding this. Although, as you have decided to make this matter public, if you feel it would be helpful, please let me know.

As you will appreciate all clients have expectations and requirements and we will always try and go that extra step to fulfilling these. Obviously you agree that we did this in your case, or you wouldn’t have asked to rebook again for next winter. However following a full review of your experience with us, you are the first person (in many tens of thousands of clients since 1986) who we have asked to find another tour operator to provide your future trips.

I honestly do hope that you will find another tour operator who will be able and willing to provide you with your holiday for next year and I wish you the best for the future.

Many thanks again for your previous custom.

Lisa.

EDIT. I hope that you will alter your original post to with regards to us “demanding I repay the money” as, as you know, we have not asked that you repay us anything. But I fully understand this is an internet chat forum and so your many embellishments with regards to what actually happened are simply there to give an interesting, one sided, read.

Oh and as far as for what we would do “when there is a real problem”. You may wish to post on here to discuss the Icelandic volcano of a few years ago. There are members of this forum who we rescued: even though they were clients of (many) other tour operators, at no cost. An impromptu fleet of 7 coaches (only 3 with our clients) across Europe does take organising (time, effort, cash, etc.), but maybe this wouldn’t make a good read with regards to real problems.

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This now has the potential to be anything but a boring thread, come on@Lisa_BrentaSki, publish and be damned!

After all it is free

So glad the TO has responded to this post in order to provide some additional information and balance. I couldn't really believe that any Tour Operator would ask a client for money back so wonder why this was stated by the OP??? Maybe just some sour grapes.

@Lisa_BrentaSki, If my business were involved in a message board fracas, then that would be the type of post I would look to publish. Good effort.
We have never knocked back an old client, but have deliberately priced ourselves out of the equation.

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My experience of this tour operator is not an absence of willingness to do a good job, or even a failure actually to do as good a job as possible, but rather a lack of talent in the face-to-face client relations department. Not an uncommon failing amongst many service providers, it has to be said. The old saying was 'the customer is always right' and there's something in that. wink

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@Frosty the Snowman, similar for our little apartment. Sneering comments about Ikea furniture and items not being fit for purpose ensure they will never darken our doors again. They will of course be let down in the nicest possible way.
While I would be miffed at the long wait in the airport, it does look like that was handled well by the company. Or why book again? What happened next is anyone's guess.

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I've worked with Brentaski for several years, taking groups of our clients to ski from Folgarida. In my experience they are far more flexible than a big tour operator, and the staff are always willing to go above and beyond to make things work. A couple of years ago we were in resort with them during a serious of very heavy snowstorms (the week before the chaos of the Birthday Bash for those who remember what it was like) and they were discussing with us a serious of contingency measures to make sure we could get to our flight home, all of which would have cost the company money. I was impressed with their commitment.

You know it makes sense.

Respect to @Lisa_BrentaSki for sticking her head above the parapet.

In a previous life, I banned customers who I felt would never be satisfied. It allowed us to concentrate our energies on those who appreciated what we did.

This feels like a very similar situation.

Otherwise you'll just go on seeing the one name:

Getting to/from/around the mountains has unique challenges and we've all had disruption at some point in our skiing lives. It just goes with the turf and if people don't 'get it' then perhaps they should stick to the beach. “The customer is always right” was said by Mr Selfridge in 1909 but this is 2017 and he wasn't trying to run a ski operation.

A snowHead

Fair play to the TO speaking up.
Negative behaviour by the OP (imo) sort of veiled threat in a passive/agressive way.
Respect for the company to speak up, handle the situation and put a non story to bed.
In fairness to OP, not ideal when it doesn't go to plan but that's the way it goes sometimes and at least efforts were made to compensate and offer alternatives.
Hopefully things go the way you want them to in future trips.

A snowHead

@Allysnow01, has gone a bit quiet Shock

Well, the person's real but it's just a made up name, see?

Been with crystal and inghams for kast ten years and never had a problem... did a diy to solden and turned into a nightmare... transfer cost a fortune due to late flight...hotel cost more due to exchange rate as they would onky let me pay on arrival...not months before !!! Did mot save a penny... went back a few years later with crystal and fantastic... evem got a beer guide..

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If I was cynical what I would do if I knew the operator used a forum would be to post a complaint without naming them, then wait for the thread to drop off the front page of the forum. Once it had I'd go back to the first post and edit it so that it now contained the name of the operator. That would allow google to pick up the bad feedback for the operator but with a limited chance that the operator could post a deference as they wouldn't know they had been named. However that is just my cynical attitude to these things so probably well wide of the mark.

Anyway, snowHeads is much more fun if you do.

There is clearly more to this than meets the eye - no way would a TO turn a customer away of all that happened was what was stated by the OP. Likely OP was unreasonable/rude/PIA to elicit such a response. I also bet my bottom dollar this was a pretty cheap holiday - why do some people fail to realise you get what you pay for? If you want perfect service, then private transfers and high class hotels are the way to go. If you can only afford cheap and cheerful then accept that is what you will get.

Good on the TO for speaking up. Also good on them for recognising they are never going to satisfy this customer, who is also likely to upset their other customers either by accident (i.e. taking focus/resources away from) or design (who wants to out up with an unpleasant and unreasonable complainer during your holiday). I see this time and time again where some selfish idiot for example holds up a busy check-in queue arguing unreasonably for ages and ages, attempts to jump security queue/talk their way into the priority lane, or trying it on at the priority check-in/boarding scrum. Or shouting because they have to wait 1hr for their shared transfer. Actually happened this year with a guy blocking the entrance to EasyJet plus check-in arguing with the staff that he should get in as he had some kids and lots of bags - same moron also blocked the Speedy Boarding queue with the same argument. If you want the priority then pay for it, of you want convenient transfers book a private one. There is a reason it costs more.

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@Grandma Sunshine, @RUGBY PETER, Laughing

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After all it is free

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I just had a quick look at their website, they look like well established and professional outfit. The accomodation on offer is 3* and 4 * hotels which all look very pleasant. They certainly don't deserve to labelled as cheap and cheerful IMHO.

Two years ago our tour operator brought our bus transfer forward which left us with around 8hours to wait (with young children)at Geneva for the flight.
As we had spent most of our budget for the week we went to the supermarket in resort and bought food etc for the wait and once at gva, sat in a quiet corner and made the most of it playing games etc, and to be fair whilst not ideal it passed quickly.

Alternatively we could have given the reps grief, demanded compensation etc and made a PITA of ourselves, followed by a rant on a forum.. rolling eyes

Much less stressful just to chill out and have fun with the kids.

You know it makes sense.

Otherwise you'll just go on seeing the one name:

Allysnow01 works for Brentaski and this is all a very clever way to get Brentaski's name to us and let Lisa showboat. Very cunning indeed and yes the half-term prices look surprisingly good. I'll put it on my option list for next year. Well done to both of you ... cunning indeed Toofy Grin

A snowHead

So all in all a nice advert for Brentaski.

A snowHead

@Strax, as i said earlier in the thread we have been with them 4 times and always had a good holiday, not gone this year as my daughter is focusing on her GCSE's but would have been happy to go again as they seem to use good hotels, in a non half term focussed resort at a good price.

Well, the person's real but it's just a made up name, see?

@zikomo, I am sure you are correct, l've not booked a package ski holiday for many years so not sure of costs.

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OP is quiet.... presumably preparing a long retort to BrendaSki

If the OP made up the bit about the TO 'demanding' the money back then they really should be ashamed of themselves and/or offer a grovelling apology.

If not, then let battle commence!

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Then you can post your own questions or snow reports...

@1hammer, at least you made the most of it. You could have hopped into Geneva and gone to the Natural History Museum for a couple of hours, or something as well.

After all it is free

Yeah, we have family in Geneva (unfortunately they were away that weekend) so have spent plenty of time in the city. Had no money left so just dealt with the long wait. no ranting, moaning or demanding something from the tour operator. We had a good ski trip and surely that is what the holiday was all about, not looking for problems.

I have to be honest, I'd be thoroughly, thoroughly hacked off if a tour operator took me to an airport 8hrs early and would be much less tolerant than 1hammer!!

Anyway, back on topic - I only check this thread to see if the OP has made a reappearance!! Laughing

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The OP (me) travels a lot so don't spend enough time on this website, so I'll hang my head in shame and accept the public damning.

My initial post was accurate, fair and precise. No I was not rude or unreasonable, however maybe a PIA as I politely complained about the last minute changes and the impact it would have had on my family. Quite reasonable.

There was a demand from the Company president to return the money, I had intentionally not included specifics or names of people or the name of the TO, however I'll play..

"On a final point may I ask that you refund our €75 (approx. £62......"

I'm drawing a line under this and moving on, my annoyance in reflection is directed towards the attitude of the co. President.

Help!!

Need to vent about a Tour Operator.

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