Moscow office. In a force majeure situation, the client is always wrong

Dear tourists! Do not contact this company - this is not a conscientious travel agent and even its partners (tour operators) - this is confirmed !!!! I just had a catastrophic situation and I'm still on sedatives, the mood ... it just doesn't exist and I'm afraid it never will! On September 2, 2017, I bought a ticket to Turkey (Fethiye), a ticket for 3 people (husband, me and daughter) with a flight from Moscow, because there were no tours from St. Petersburg for the required dates. Contract number 218124 dated 09/02/17. I don’t know if it’s possible to add a photo here (I’m writing a review from my phone), but if it’s possible, I’ll definitely add a photo of the contract and other documents for confirmation. So, the manager turned out to be an old friend, with whom I also worked in the tourism industry 10 years ago. Issued in installments, respectively, made 50%, and the rest was paid by the bank.

The ticket came out not cheap (taking into account the fact that this is Turkey) = 160,600 rubles. After registration, they asked when to pick up the docks, the manager replied that she would inform. Also, when buying, the time of departure of the charter from Moscow was already known (September 9 at 16:30 Moscow time), they clarified whether the information was accurate, the answer was: "what is this information so far, if it changes, then notify us, and we can try to view it ourselves Domodedovo scoreboard", to which I replied that I would hardly have time for this (I knew that the last week before the holidays is always busy), so please keep me informed - this is the direct responsibility of the travel agency! The week flew by as it usually happens in worries, steamy work and other pre-holiday chores. On the 7th, the manager said that the documents could be picked up at the office in the evening. When at 18.

00 I realized that I was not yet free and it was extremely difficult to drive up for the docks today - I dialed it and asked: "Will it be critical if I pick up the documents tomorrow 8? - if so, I will now cancel the meeting and come", which I did answer: "absolutely not, come tomorrow, I work until 8 pm". In the evening of the same day, the manager called from the city number of the agency and asked to come tomorrow, but not in the first half, because they will have a meeting in the company and the office will be closed. I accepted the information, the last day was built strictly on time. On the same evening, we purchased tickets to Moscow, based on the available information about the departure (September 9, Saturday 16:30). We would have had a night train and at 10 am we should have already been in Moscow, we could easily get to the airport .. At 8 o'clock in the evening, at 6 o'clock, I drove to the office for documents. There was a decent queue, the manager was busy with a client with an installment plan, who had a lot of questions and something didn’t work out there according to the contract ..

I ended up waiting over an hour! He hinted that I had limited time, the manager asked the client to wait and seated me, began to print documents .. During this procedure, I asked questions that interested me - whether we have tickets with seats, - no whether registration has already begun - she herself answered that oh yes, it probably started already at 4 days .. And then the manager looks into the printout ........... God, it's still scary and painful for me to remember this moment! (((((((((she is in shock, starts calling someone frantically, repeating the phrase "it can't be, this can't be .." I just ask the readers to imagine my condition for a minute! It turned out that the carrier (Wim air) changed the departure time to almost 16 hours ago, i.e. from 16:30 on the 9th to 00:05 on the 9th..i.e. already after 4 hours.........

My brain frantically began to come up with options for how we can get to Moscow in 2 hours from now, in order to be in time for check-in and for the flight, calls to my husband, hysteria, tears, tears of my daughter, who saw my condition and got scared ... My husband rushed and said that there were no flights closest to the planes, everything was only with transfers ..... The manager began to call the operator (intourist), they began to claim that they had sent a notification to Aloha on the 7th day in the afternoon !!!! Moreover, we received a confirmation of reading on this letter. Our manager began to argue that apparently one of the colleagues opened the letter (the notification was sent to the mail of all offices!), I saw Thu

about the application did not close it .... Nobody warned her or called her! They began to call the head of the sales department, Marina Blit, in a conversation with the manager, I already understood what was said there and this made me feel even worse, then my husband asked for the phone.

When talking with the manager, the husband heard the phrase several times: "it's your fault, you were obliged to independently track the time of departures, it is written in the contract, we have nothing to do with it" and everything in the same spirit .... I was in a wild state, not I believed that this could happen at all - that I bought a full tour package, paid for the services of a travel agency as a link with the tour operator and carrier, left all possible contact details (my own and my spouse) - in case of an emergency !!! Rescheduling a flight 16 hours back from the start time for tourists from another city - isn't it an emergency to send at least a sm, or make one call, send an @mail, whatever !!!!! My husband and I received NOTHING, no notification about such a "little thing" from the travel agent who was entrusted with our money and travel! The result of that terrible evening - we were told that now we will not decide anything, come tomorrow ...

At night, I got so sick that I had to call an ambulance - I just couldn't breathe normally,

it hurt in the temples and sternum (paramedics made a frightening conclusion: a pre-stroke condition, a microstroke is possible, an examination by specialists is required) I refused hospitalization despite the fact that I needed it. I just understand that no one but me will be able to resolve this issue, since the contract has been concluded for me. And she was right .. The next day we came to the office. The manager said that the management consulted on an emergency basis, consulted with lawyers and came to the conclusion that I had violated clauses 2.3.6 and 2.3.7 of the contract:

"2.3.6 - one day before the start of the tour, check with the travel agency the flight schedule, the place and time of the group gathering and (or) another meeting place"

7 - get the documents necessary for the trip before the start of the trip at the travel agent's office or at the place of departure 24 hours before departure - from the representative of the tour operator"

I categorically disagree with this statement, because I arrived the day before the start of the departure time known to me, I was not informed about the postponement of the departure, unlike the travel agency, which owned this data for another 7th day and deliberately hid this information from me. Moreover, all this time I was in touch with my manager (in messengers, calls) and I did not receive information about any changes in any call or message. And my call on the 7th with a question about the criticality of postponing the meeting for the collection of documents on the 8th, and the answer I received gave me the understanding that everything is under control!

Results: Aloha refused to buy tickets for me, accusing me of not fulfilling these two points, the tour operator also does not see his fault, because he said that they fulfilled their obligations to inform the agency through which the tour was purchased. After acquiring such an expensive tour, I simply didn’t have any money left for a charter to Dalaman, and I don’t think it’s my fault either. In case of refusal to fulfill the requirements prescribed by me in the official claim sent yesterday through the round-the-clock main post office, I am going to file a lawsuit with the judicial authorities. With the demand for compensation, incl. moral, as well as contact Roskomnadzor and other bodies regulating the activities of the tourism industry in the Russian Federation.

For a reliable presentation of the situation: our manager, as it turned out to be not a stranger, understanding the situation with the lack of funds at the moment, and just being a decent person, she bought tickets for a charter to Dalaman from St. Petersburg at her own expense, but on the 11th day .. T. e. We are still flying (I really hope so!), but our trip will be reduced in total (again, according to preliminary data on departure) by at least almost 3 nights and 3 full days. That is, in the end, for a third of our trip (initially, the trip was 13 nights and 14 days). We were lucky that the employee was not indifferent to the situation and familiar, but where is the guarantee that you, dear tourists, turning to aloha, will not

you will find yourself in a similar situation, and you will probably not have a friend who wants to help you out ..... I wish you all good luck!

Be vigilant, do not trust anyone but yourself - I have found that it is better to plan your travels on your own and be responsible for all aspects yourself, while saving money on agency fees. Directly receiving notifications of all changes, and not relying on the negligence of other persons who, by and large, do not care about all their tourists and in an extreme situation without a twinge of conscience shout "you are a fool, and we are in the house!".

Comments (20) leave a comment

20 comments

Show other comments …