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Home » Reviews: sunmaster ltd

sunmaster ltd
Useful? YES (40) NO (5)
2910 Views
Date Company Rate
2010-07-27 sunmaster ltd
bradford, United Kingdom - www.sunmaster.co.uk
I'm fuming. Never again.(-5)
Do not make the same mistake I did.
Posted by: marvin80
marvin80 at 2010-07-27
Don’t make the same mistake I did.


In February I booked a holiday for me and 4 of my friends to travel to Turkey in July of this year. The booking process was easy enough and customer advisors on the booking phone line were pleasant. However, do not be fooled by this. As mentioned in countless other reviews as soon as your money has been received they do not care about you or your customer satisfaction in the slightest.

At the end of the phone call where our payments had been made, the Sunmaster employee on the phone told me, “that is everything sorted, all that’s left to do now is buy your sun cream”. If only it would have been that simple. I had received no contact between February and the beginning of July (just over a week before our date of travel). I began to wonder where our travel tickets were as the contract assured they would arrive at least 5 days before travel. 6 days before our date of departure I had been left a voicemail on my mobile phone saying that Sunmaster needed to speak to me about ‘’flight details’’. Our flights were changed due to “operational reasons” to an airport over 3 hours away from our hotel. I understand that this may not have been Sunmaster’s fault however no apology was made about the change and the customer service staff were significantly less friendly (shall we say) than those on the booking line waiting to collect your payments.

Now that the changes had been agreed to I was assured that I would receive the details and tickets for these changed flights and transfers that evening. However by the next afternoon still nothing had arrived. I phoned the after sales team (and after waiting for 35 minutes on hold) finally got through to a customer advisor. Yet again there was no apology for the absence of the details and I was again assured that the tickets would arrive before their offices closed that evening. After countless phonecalls and hours of waiting on hold this process of being promised details and receiving nothing repeated itself until the morning before departure, by which time we were completely fed up and convinced we were going to have to cancel the entire holiday. No transfer details arrived for the first leg of the transfer which accounted for the airport change. We were told that as the airline made the changes they would be providing a free shuttle service and no transfer voucher was required for this.

When arriving at the airport we all had our £10 notes ready for the visa (as advised by Sunmaster). I specifically asked Sunmaster if this amount was still applicable as I do not hold a British passport and they confirmed that this was correct. However, when handing over the note I was advised that I needed more money and it had to be payed in a different currency. After that small hitch we were just happy to be on our way to the airport, but when arriving at the transfer area, the company Sunmaster said were providing transfers had no idea of any such transfer being provided and our names were not of any of the booking lists. Luckily after talking with them for awhile they agreed to take us for no extra charge.

On the return, we were so worried that the transfer would not arrive because they had not been aware of the transfer on the way out that we ended up booking our own private transfer (which costed us £175) even though we had already payed for the transfer when booking the holiday.

We booked the holiday through Sunmaster as we were working to a budget, and even after reading countless poor reviews believed that surely a company could not have such disregard for its customers. I wish I had listened to the reviews as this holiday was such a hassle that I would have definitely payed the extra money to avoid these problems. Even on holiday we were unable to enjoy it as we worried we would not be able to get a transfer to get home. Please listen to the reviews and go with a reputable company who value their customers, NOT SUNMASTER.
Case has been marked as 'not required response from the Company' and it will not have any action. As the Receiver did not have a chance to respond the result of the case is unknown.
Useful? YES (40) NO (5)
  
 
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