Deceived hopes

I don’t recommend this company to anyone! My future husband and I turned to one of the offices to select a tour, get information about obtaining a Schengen visa for citizens of Belarus. In the office in the Clifstore shopping center, Dm. picture: a sleepy girl, seeing us, called out to her colleague with the following words: "How long will you be walking around the shopping center ?!"

We explained our situation that we want to book a tour and apply for visas with the help of Natalie Tours. Is it possible to issue visas for me, taking into account my citizenship? The girl said that she did not know the information and that the manager would contact me tomorrow. I couldn’t, I did it myself. There was no hope that they would call me back, and it happened!

My husband called the 24/7 hotline and got "hooked" on another manager who provided him with information, which instilled some confidence.

Arriving at the office in the RIO shopping center on Akademicheskaya, there was no manager with whom we spoke, there was another girl who was not particularly aware of the prices for visas, their timing and issuance and other things. Fortunately, I had the information and enlightened the employees. The contract with us was concluded , the passports were previously reviewed repeatedly. We were told to make a photocopy of 4 pages of the passport on a sheet. We prepared documents and photocopies, arrived at their office, and it turned out that there should be not 4, but 8 pages on one sheet on both sides. A reasonable question arose, maybe you yourself will do it right?! To which the answer was that their printer does not support such a function! Also, no one bothered to say that visa processing will begin after the full payment for the tour!

The biggest problem turned out to be not that in fact the employees do not have the information, but that when looking through my passport only 3 managers noticed that there were no pages suitable for affixing a visa and this was already after the conclusion of the contract !!! You go to Belarus, change passport, the contract is in force, and then we will draw up! They settled very well: they look, but they don’t see, and then, oops, there are no pages, it is necessary to change the passport, the contract is in force! Why should I bear losses because of inadequate people? !And if the client wants to terminate the contract, they want a penalty of 50% of the cost of the tour! And what did they actually do to pay that kind of money? Nothing! Especially since the reason for our desire is their oversight, which is not spelled out in no contract!

The manager first gave me to write an application for receiving money in the amount of 45,000, but then having phoned the director, she took the application and said that it was necessary to deal with it!

Our desire to talk with the director was refused! Allegedly, the director will be there the next day and will sort this matter out! They showed a sample of filing a claim, it was written.

I was interested in the term for considering the claim, to which there was an indistinct answer: "How it will turn out!"

Although, according to the law "On Protection of Consumer Rights" (Article 22), a 10-day period for considering claims is established, and based on Article 23, a fine of 1% of the cost of the service is charged for each day of delay.

After legal consultation, it became clear that the claim we had written should have been accompanied by the seal of "Natalie Tours" and the signature of the person who accepted the application, and since this was not done, the claim would not even be considered in court! Again, a gross violation of consumer rights !!

I had the idea that if we had not taken out travel insurance (in case of refusal of a visa, unforeseen circumstances, etc.) we could be deceived by 85,000! Where is the guarantee that they would actually submit documents, and not would have held them until the very departure, and said: "Sorry, this is not our fault."

You can't get away with such things, otherwise a lot of people will be deceived!

Be vigilant! And we will use the law and our rights will seek justice!

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