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Old 22nd June 2013, 03:04 AM
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Default Ad travel pte ltd = unprofessional and full of blunders

We approached this agency (AD Travel Pte Ltd Singapore) as they seem eager to do our business. Upon securing a booking with the agency in early march, everything was believed to be smooth. Checking the tickets upon collection during mid May, we found out that the departure dates differs from our receipt even though the tickets were booked way ahead on the 5th of March. Thinking that it might be some minor error, we highlighted that on the spot and the agency apologized and informed us that they will get back to us the following Monday. The agency not only did not contact us on Monday, we had to call them on the Tuesday to inquire. Imagine the anger! It was so unprofessional of them. Is it right to assume that the agency booked the ticket so far in advance but they did not bother to check it?

Even when we have called them, they had no answer for us then. We waited till the Tuesday evening when we got the answer that the tickets were fully booked and were told to follow along the wrong departure date. The agency told us that they will refund us S$200 for the cancellation of one night stay at the hotel. Seriously, S$200 refund for 1 night stay at the hotel, 1 day shorter a stay for our holiday which was booked 3 months in advance and a mess of any other tours that we have already booked? Furthermore, that was no offer of any compensation at all and the hotel costs more than $200 per night. We insisted on the dates that we have booked and paid for.

After dragging the issue for 2 weeks, which is a week before the departure date, we finally had the initial booking we paid for after continuous persistence. For these 2 weeks, we were always the ones taking the initiative to call them and enquire on the status. It seems that there is no urgency on their part.

We had wanted to speak to the General Manager Joe about the services of the agency. Joe was the one who had persuaded us for our business initially but he seemed to refuse to speak to us now. We have tried all means for 4 days straight trying to reach him such as calling his office, calling his staff and emailing but to no avail. Even until today, there is no response at all.

As a basic form of service, booking dates should be correct, and customer service focus should be the priority. AD Travel seems to be severely lacking in these aspects. It was unprofessional and provided us poor service to the point of avoiding us. Imagine the services provided by the company, when the top management doesn’t even bother to speak to us and what’s more, apologies to us. We are utterly disappointed and the trip no longer looks as enticing. Our holiday mood was totally ruined.

A word of advice – avoid this agency if you do not want your holiday to be messed up.
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