disgusting attitude

disgusting attitude towards customers.

We bought a tour to Abkhazia (June 2016) in the office, which is located on Borovskoye highway in the Mosmart shopping center

As soon as we received the money for the ticket, problems began: departure the next day (at 2 am), documents: voucher + tickets + transfer we were offered to receive - once again arriving at the office by 10 pm, that is, by 10 pm I must to go to the office for documents, then for suitcases home and then to the airport!?. Well, this is nonsense, we agreed that everything we need will be sent to us by e-mail.

Two days before departure, they called us and said that the departure time was postponed an hour earlier (departure early 7.30 am), I was not told what time they would pick us up from the hotel.

I looked at the online flight schedule board - at 7.30 there was the only flight to Moscow with a landing at another airport.

Since we ordered a taxi from Domodedovo Airport, and landed at Vnukovo Airport, I decided to clarify the information by writing to the tour operator by mail (what flight number, what airport of arrival and what time will we be picked up from the hotel)

The answer came - check with the representative on the spot (which representative? Where to look for him?), at the reception at the hotel we were told that we can get such information in Moscow from our tour operator.

I called the office from Abkhazia to Moscow (roaming) and talked to a girl, Elmira Alimova, who is a senior manager. Twice she promised to find out and call back within 30 minutes ... in the end, no one contacted us.

The next day, I once again wrote to the mail that I was waiting for clarifying information on our departure and transfer, no one answered me.

I called Irina (head of the office), she sold us a tour - she had a day off, said that they would definitely find out everything and that I could get all the necessary information from Elmira.

Since the next day we had to fly out, I dialed Elmira again and we had an unpleasant conversation - once again saying that she did not have information and that I should clarify this issue myself (with whom?), she told me that I TAKE HER WORK TIME ... then, without finishing the conversation with me (I'm calling from Abkhazia), she told someone "this is for a long time" and putting the phone down on the table, she began to process visas for clients who were in her office, while I hang on the phone (!!!!0, then she disconnected.

My indignation knew no bounds.

Calling back again ... she told me that I would not call again, as I distract her from work and it is not her job to deal with departures, so I have to decide this moment on the spot.

In the correct form, I asked her to give the phone number or full name of the person with whom I should clarify this issue here, Elmira answered: those who drove you from the airport to the hotel ... should have given you their phone number, I say: we were dropped off at the hotel wished you a good rest and that's all ... and once again I heard from Elmira - these are your problems.

In general, the money on the phone I ran out.

At 11 pm, they came to us from the reception and provided us with all the information of interest (departure, transfer and airport of arrival). ... I don’t know whose merit is in this, maybe a tour operator, maybe a representative.

But! - talking boorishly with a client / with a tourist whom you sent on vacation, who calls from another country at his own expense is not allowed !!! After talking with the manager of the Tour Operator "Intourist" - there was only one negative left: absolute unprofessionalism, rudeness and incorrect communication with the client.

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