In the last couple of days we have seen publication of some 'silly' cruise holiday complaints. Once these were circulated, the on-line media have scrambled over themselves to 'inform their readers' about how ridculous some Consumers are.
We say that the publication of these 'complaints' should be viewed more soberly because:
- It raises questions about the 'host' companies customer service or common sense;
- The Consumers highlighted appear not to be travel savvy or perhaps they suffer with some personal problems - should we be laughing at them?
- There is an undercurrent that the making of complaints is silly and ridiculous - do Consumers reading these complaints resist making their own complaints for fear of being regarded as being 'silly'?
To counter these 'complaints', we have highlighted this season's latest holiday complaints, none of which is due to the fault of the Consumer:
- Failure to book a holiday, despite the money being taken by the travel agent;
- Changes to holiday hotels at the last minute and expecting Consumers to pay more money for changes - failing to offer them their Consumer rights;
- Failure by tour operator to deal with 'sick history' hotel;
- Holidaymakers being assured that 'sick' hotel is safe to go to and then discovering that it is not safe on arrival;
- Numerous flight passengers now being denied their right to compensation for flight delays by the use of the 'extraordinary circumstances' defence;
- Bad smells from hotel bathrooms and being advised by holidaymakers to put plugs back in sinks and baths to prevent smells escaping;
- Loose stool smells coming from bathroom areas in hotel;
- Holidaymakers not receiving the all-inclusive service they paid for;
- Smells from hotel toilets escaping into hotel dining room;
- Water being served in bottles by hotel staff with broken seals;
- Holidaymakers afraid to leave hotel complex in Tunisia as they reported gangs wandering the area;
- Cats urinating next to hotel swimming pool;
- Furniture and food floating in hotel's swimming pool;
- Reports of poorly run excursions with one holidaymaker suffering injury;
- Holidaymakers being told that their illness is not the fault of the hotel and that it has been brought in by holidaymakers;
- Consumers reporting that they have been told that they are suffering from 'Norovirus' despite no tests being carried out;
- Holidaymakers hospitalised upon their return to the UK as a result of the severity of their holiday illness;
- Poorly cooked or cold food presented on hotel or cruise buffets;
- Consumer's cruise cancelled after 2 days because crew 'failed' the lifeboat drill;
- Holidaymakers thrown off river boat cruise because they complained that there was no vegetarian food available and that they were ill!
Frank Brehany, the Consumer Director of HolidayTravelWatch states:
"I sincerely hope that Consumers will not be dissuaded from making their own complaints when holidays go wrong! Our list reveals that the poor quality holiday product is alive and kicking and is a shame on the travel companies who peddle them. I wonder if the media will be as quick to publish this list as they were to publish the 'silly' list?"