Disgusting 'European Service'

Good afternoon! My wife and I have been clients of TUI for (still) 2 years. We live in the Moscow region. (Krasnogorsk). We serve in the office in Krasnogorsk at the address: st. Uspenskaya, 3, BC Uspensky. We chose your company for the feeling of reliability and competent work of the TUI representatives in the countries meeting the party. Unfortunately, in this service office there is no "European standard of service" at all. It is especially manifested in the attitude towards clients of specialists Alina and Perkina Tatiana (or Natalia, I'm sorry I did not remember the name). For the first time, we went to Spain from TUI, Alesya served: she told everything correctly, explained, gave the necessary explanations for the visa, stayed after the end of the working day and made an extremely positive impression. Alina was booked for a tour to GOA in November 2012.

Absolutely illiterate specialist, extremely dissatisfied with communication with potential clients, knows nothing about alternative vacation spots, there are no offers or information at all. We decided we wouldn't go to her again. My wife herself found a suitable tour via the Internet and came to the agency with a ready-made offer, all that was left was for the girl to enter contact information. In 2013, in February, we have a vacation and my wife and I again decided to contact TUI to buy a tour. This time they also came, unfortunately, there was no Alesya, but Perkin's new girlfriend was working. We asked where we can go to relax in warm places. The girl found a couple of offers, constantly getting confused about the dates, after which she asked: Will you book today? We asked to find a few more offers, as we had not yet decided exactly where to go. After that, the girl's interest in us disappeared.

We said that we were ready to immediately make an advance payment with a suitable option and left her our phones. Naturally, no one called us for 3 weeks. We ourselves, again, found a suitable tour and came with a ready-made offer. Why don't the specialists of the TUI agency, whose job it is to search for a suitable tour according to certain criteria, do their job? There is a potential client who is ready to pay money! It is necessary to get on the Internet at least a couple of times a day, pick up at least one normal offer and call the client. We are waiting! As a result, we ourselves found a tour in Tenerife from February 24, 2013, the agency specialist only had to enter contact details. Next - a visa to Spain. Perkina said that an extract from the bank card to the Embassy and certificates from the place of work were needed. There was no extract from the list of documents, to which she said that it was an old list.

And what is new (updated) difficult to print? OK. She asked me to bring all the documents on February 6th. We've got everything ready. On the 6th, she called and said that she was late at work every day and she needed to go home so that we could come earlier. We arrived early. Filled out questionnaires. Perkina began to look at the documents: oh ... why do you have an extract? Why not help? We: why didn’t you tell us right away that we needed a certificate? Yes, and the list says that you need a bank statement, and then if there was no Schengen? She says: this was recently introduced, you will probably also need a certificate from the bank. And you have already withdrawn the money. We: of course filmed, but we need to live on something. Why was it impossible to prepare all the information at once and send it to us by e-mail, including the questionnaire?

Okay, it became clear that we are causing a lot of problems for the girl, she has already entered contact details, and here she also needs to deal with visas.

The fact is that you work for a whole year, you decide to go on vacation to relax, you go to a travel agency in a good mood, and here you are: why won’t you book right away? ... we don’t have special offers, I show you what we have (and the more expensive the better) ... I'll call you back if I find something ... And in response, silence and wait, wait until you yourself find what you need. And why do they need illiterate specialists? Why should I know in advance where to go and which hotel? Why can't they give me some advice? Why is the main criterion - the more expensive the ticket, the greater the percentage of the agency? I do not refuse to pay, I want to pay, but I also want at least a minimum level of service. I am very satisfied with the level of TUI service abroad and the fact that the Kagalymsky aircraft began to be purchased with the TUI symbols, everything is fine, except for the service in Moscow, it is not.

I really want to be a regular client of TUI, especially since we plan to travel abroad at least 3 times a year. After this trip, I don’t know if I’ll probably have to look for another agency or tour operator.

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