Here is the short version of a long protracted story.
My mum and step-dad went on a package holiday overseas, last month.
He had a heart attack and died.
The tour operator treated her appallingly.
Basically, 12 hours after he died, the early flight home was organised, for the following day.
So, she had 24 hours to wait, but I was pleased and relieved with this efficiency. Although much of this efficiency was prompted by my actions, at this end.
But from that lunchtime onwards she WAS LEFT TOTALLY ON HER OWN for the rest of her time there. ie NO contact with anyone from the tour company. Zilch.
So, on her own totally the rest of that day and night and the following morning. Having to manhandle on her own, 2 large suitcases, 1 large handluggage, 1 handbag. taxi on her own to airport. dumped at airport kerb side, find trolley, lift luggage herself, push trolley, on her own in airport. wait in queque. refused boarding on plane as no one new about her situation etc etc etc etc. Just disgusting.
Did I mention she is 77.
I complained and after an investigation, they came back with a completly different version of events from what actually happened. Their version was what should have happened. ie the caring version.
All they are admitting is that the next day, the tour rep "slept in" and didnt take mum to the airport. All else ( there were a catalogue of errors) they are denying. Staff are obviously lying to protect themselves.
They did offer to send a bunch of flowers to mum. I suggested that they didnt. Apart from the obvious grief, the anger and frustration at how she was treated is still making things a little "raw". In addition, although she is aware that I complained, I have for the moment kept my dealings with them from her.
I have spent 3 weeks and got no where. I have had numerous phone calls and E mails, the most recent from me was an E Mail last thursday, which advised that I wasnt happy with their response and wanted to take it further. I asked if they could advise me of the procedure. I have this morning received a further E Mail saying;
"Of course as a consumer you do have rights so should you still feel unhappy with our response, we would ask you to continue your pursuit by whichever avenue you deem appropriate. We are regulated by ABTA and you can seek further advice from a third party of your choice."
ie we are going to wash our hands of this now. see you. Bye !!!
Can anyone who knows about this, point me in the right direction. ie Who do I go to for help with my complaint.
Im am not going to name names etc here, but would do so by Pm if needed.
With respect, please dont post here if you just have a similar story to tell, or want to suggest something "Wammish" like castration etc etc. I dont want a clutter.
I simply want advice from someone who knows what they are talking about.
Any help would be very gratefully received. Here or by PM