 Poster: A snowHead
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Travelled to Cortina with them over New Year.
On the return leg, the coach they provided was tiny - so small that we had to have several sets of skis and some cases in the gangway, because the driver couldn't get all the luggage in the 'boot' of the bus.
In trying to get all of the luggage into the boot of the bus, he huffed and puffed and pushed and shoved for ages.
On retrieving one of our cases from the bus, I found that it had been wrecked - as a result of the huffing and puffing and pushing and shoving, the handle was bust and the plastic base was shattered.
I pointed this out to the Inghams rep, got a friend of mine (a QC, reasonably reliable you'd think) who was travelling with us to witness it, and thought no more about it.
Anyway, on my return I contacted Inghams and asked them to replace the case (it's a £60-ish standard large black pull-on-wheels thing).
I assume, naiively, they'd say yes straight away. It's an open and shut case, if you'll pardon the pun.
They have refused to do so, unless I can provide them with a receipt for the case.
Yeah, right.
There's no legal basis for this requirement - I just have to prove I had a case which was OK, and it ceased being OK thanks to the actions of these idiots - so I will be taking out a small claims action.
Yes, it seems a bit petty, it's only a case. But when you've spent multiple grands on a holiday you expect them to treat you a bit better than they have.
Anyway, I just thought I'd mention their terrible customer service.
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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northernsoulboy, what did the rep say and did you get his/her name?
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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Rep was in a bbit of a panic as we had already missed our flight to Innsbruck (snow and accidents), had to drive on to Salzburg and when we got there there was a plane standing on the runway waiting for us having been delayed for an hour or so already.
He looked at it and told me to contact Inghams at home (which to be fair was all he could do).
He's not necessary as a witness to the damage as I have reliable witnwesses already.
BTW I am conscious this sounds v petty - first world problem etc - but it's the principle.
They wrecked the case, I will have to buy a new one and I don't like being fobbed offf with this 'receipt' rubbish.
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You need to Login to know who's really who.
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Was going to say that's what insurance is for. But there'll probably be a £50 excess, which won't particularly help.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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| northernsoulboy wrote: |
I assume, naiively, they'd say yes straight away. It's an open and shut case, if you'll pardon the pun.
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It should be an open and shut case, as you say. 
Actually, I'm a bit surprised at Inghams attitude as I've travelled with them several times in the past and have always rated them as amongst the best of the large tour operators. However, as regards your case they seem to me demonstrating lamentable customer service....
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You'll need to Register first of course.
You'll need to Register first of course.
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northernsoulboy, ok, but as an 'Inghams witness' that could be all that's needed? PITA to have to go down small claims route, although I agree with the principle.
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Write back to inghams - title is Formal Complaint. Demanding your money, stating you will go to small claims if you don't receive it within 21 days of the date of the letter.
Agreed very disappointed with their response, in the past I have rated Inghams.
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Agree with Alastair Pink, and NickyJ, Inghams have always been really good for us. This is a bit shoddy.
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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Did you just speak to the call centre people in the UK, or have you spoken to a manager etc? Or was this on e-mail?
I'd just send them a link to the same bag online somewhere, or something very similar, the cost that you bought it for is irrelevant, the cost to replace the damage done is the issue.
Surprised though, other than a minor inconvenience Inghams have been quite good to me in recent months.
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In contrast, I enjoyed first-rate customer service from Inghams last April. Their communications from the office aren't 100%, but I'd obtained a superb discount on a first-rate holiday and would recommend them on the basis of that.
I rest my case (undamaged).
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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send them a link to this thread. I'll bet they get your case sorted quickly after that.
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And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
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I wonder if inghams are on a decline. we stayed in a chalet last week and the chalet staff were not the best. Not terrible but attention to detail was poor and cost cutting was obvious but in silly ways, lack of bread, butter and running out of milk (twice), hair in food (twice), egg shells in scrambled egg (often), cold plates so all meals were at best luke warm, but usually cold due to slow speed food came out of the kitchen. It was a pity, it is a nice chalet, but staff were just very young and inexperienced. Hope inghams aren't going to turn into crystal, that would be a shame.
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thecramps, northernsoulboy, shame to hear about your experiences - I always thought Inghams were one of the better ones.
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You know it makes sense.
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very active on Twitter.
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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| thecramps wrote: |
| I wonder if inghams are on a decline. |
Don't know. This is the Zermatt chalet we stayed in last April. As I said, we enjoyed a great holiday at a great price. It's not the greatest chalet in town (it lacks a living room), but is notable for its brilliant location and has good modernised ensuite bedrooms. Inghams had run it for at least 15 years (I think - maybe many more), but it was rumoured during our stay that the new lease-holders would be ...
http://www.skiworld.co.uk/ski-resorts/switzerland-ski-holidays/zermatt/Mazot
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Poster: A snowHead
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thecramps, sounds like a crap chef as opposed to a company falling to bits.
I don't think they are in decline, desirable chalets we were staying in previous seasons with a different TO have now been taken over by Inghams, some accommodation will go as owners try and increase their earnings, others will come as they take on new places.
I had an issue last year and after contacting the CEO/MD got a very quick response from them. You might want to try that if you don't get adequate resolution and before resorting to the courts.
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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Comedy Goldsmith, was not having a living room a bit restrictive?
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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| blahblahblah wrote: |
| Comedy Goldsmith, was not having a living room a bit restrictive? |
It was possible to live without it. I remained in the land of the living.
I'd stayed at the Mazot before (when the rooms were significantly inferior). Several rooms have the best view of the Matterhorn imaginable. Inevitably, life at the Mazot centres on the dining room and I got the impression the staff like working there. It's a good size if you're arriving into a mixed group, and the fellow clients we found were really friendly. I'd recommend it.
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Well it is owned by a Swiss Supermarket Group - perhaps its losing the personal service from its DNA of a specialist English tour operator??
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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Mistress Panda, I know what you mean but there were rumours about the resort manager putting pressure on staff to manage with less supplies than previously.
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You'll need to Register first of course.
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Inghams is owned by Hotelplan (which is owned by Migros) and that's been the case for many years (Walter Ingham sold it in 1963). In 2010 they also bought Esprit and Ski Total and replaced the management from the new companies. That's when many things changed, in my personal opinion for the worse. Previously they employed reps who stayed with the company 10+ years and brought a lot to the company.
Now they follow the model of large operators and get younger staff etc and concentrate on competing on the price of the holiday which is understandable in the current economic climate. I'm sure they are still a good company but they used to be great...
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Funnily enough Migros in Zermatt - just up the road from Chalet Mazot - sold me a camera last April. Double hit!
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I got a discount with them this year and last. And a beer voucher for the hotel bar.
They're currently cheaper that DIY so I like them as I'm a tight get.
To be honest, most insurance claims want proof of purchase so they may be passing the liability on to their insurers or the coach companies insurers. Try giving them some photos of the type of bag with a link to an online retailer.
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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On holiday in Chamonix with Inghams at the mo. Everything great so far ..... (touching wood as I speak!)
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maggi, Don't be put off by my experience, it wasn't a bad holiday or anything, but could so easily have been much better.
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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Had a reply from Inghams now questioning when and where I took the photograph!
Outside departures at Innsbruck just after your coach dropped us off, like I said.
I'm honestly surprised, verging on amazed, at their attitude.
Sixty quid! I know their margins are thin but...
I go on two skiing holidays a year, always a family one with a couple of other families booked through a tour op and a second one organised as a selfie with a bunch of friends.
In two-plus decades, I've never, ever, claimed anything on my insurance before, or made any complaint to any TO before.
I know it's minor, and I know multinationals don't really care about their customers, and I know that 'We'll never use you again' doesn't really impress anyone these days, but that's one annual ski trip for a 12-16 people that they will never get again.
And they'll still end up having to to pay for the case.
Wanders off, shaking head.
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And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
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| Dia_FindTransfers wrote: |
Inghams is owned by Hotelplan (which is owned by Migros) and that's been the case for many years (Walter Ingham sold it in 1963). In 2010 they also bought Esprit and Ski Total and replaced the management from the new companies. That's when many things changed, in my personal opinion for the worse. Previously they employed reps who stayed with the company 10+ years and brought a lot to the company.
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Interesting, I travelled with total a couple of years ago and was very unimpressed with the management side (cost cutting in stupid places), enough to ensure we would always avoid them at full price. Hosts were good and the chalet was lovely, but at £1000+ it should have been I'd have been fuming. At the £450 I'd paid it was fine mind 
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northernsoulboy, if it makes you feel any better, I've just been given the middle finger by P&O after a complete shambles and 12 hours overnight in force 10 on a ferry from Calais to Dover. All they need to do was apologise and maybe give me a £10 voucher for dinner when I go across in two weeks time. As it is, I am now actively looking for a way to get the tunnel after years of using the ferry. Bellends.
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You know it makes sense.
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Mistress Panda, The Tunnel usually gives a free crossing credit if you have a moan 
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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The reason for saying send a letter with Formal Complaint in nice big bold letter is that this then has to be counted in stats they record, it can also ensure that it gets raised with a team that had more power to grant goodwill gestures.
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Poster: A snowHead
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| Quote: |
in force 10 on a ferry from Calais to Dover
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Might be a clue there.............
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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Personally I think it's reasonable for Inghams to ask for a receipt of the case (if you want money) or to offer to buy you a comparable case (post their approval) and send them the receipt to get your money back. That's what BA did with me when my bag got damaged.
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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Timmaah, ah are you saying that they are asking for the receipt for the REPLACEMENT case? I originally interpreted it as asking for the receipt of the damaged case. In which case yes I can understand that.
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You need to Login to know who's really who.
You need to Login to know who's really who.
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NickyJ, my experience with BA was that they wouldn't give me money but offered to pay for a replacement bag and would only refund once I showed the receipt for it. I imagine that northernsoulboy, would have more luck trying to go down the route of getting them to fork up for a replacement case as it won't be as much because they can take the VAT off.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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| Quote: |
Anyway, on my return I contacted Inghams and asked them to replace the case (it's a £60-ish standard large black pull-on-wheels thing).
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A Director from our Head Office is currently looking into this. We will get back to you via our Guest Services team.
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You'll need to Register first of course.
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InghamsHolidays, welcome to sH  and fair play to you for sticking your head over the parapet.
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Cacciatore,  Quick, go get the guns.
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love it.
I reckon if I started a thread on here saying "Kim Jong Un ruined my holiday" or whatever, the great man himself would pop up to offer a rebuttal.
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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| red 27 wrote: |
love it.
I reckon if I started a thread on here saying "Kim Jong Un ruined my holiday" or whatever, the great man himself would pop up to offer a rebuttal. |
He'd probably just send the boys round with a wagon full of pigs, in fact they are probably already on there way already.
But fair play to Inghams for stepping up.
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| InghamsHolidays wrote: |
A Director from our Head Office is currently looking into this case. We will get back to you via our Case Services team. This is a valuable case study for us, while we get to grips with new media and get a handle on cases of this sort. |
Fixed it for you.
Last edited by Ski the Net with snowHeads  on Wed 15-01-14 12:36; edited 2 times in total
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