NEVER! HEAR? NEVER USE SANMAR SERVICES!

This spring, my girlfriend and I flew to Greece. At first, everything went well, the travel agency LORD TRAVEL MSK LLC made an agreement with us, and the manager Veronika recommended contacting her for any questions.

The road "there" was not something extraordinary, but here's what happened next ....

The return flight was at 4 am. And we… overslept… Well, anything can happen. We are all humans. Forgot to set the alarm. Although for some reason we were sure that God forbid something happened - we would be awakened. At the reception were our names, date / time of departure and room number. Each room had an internal telephone. In the end, as far as I can remember, if someone is not at the appointed time, the whole bus sits and waits for 10-15 minutes until the guide reaches the room and wakes up the tourists. After all, anything is possible, and 4 in the morning is the very dream ... Yes, this, of course, is not spelled out by any rules, and this can be legally resisted.

But purely humanly, at least in order to maintain a pleasant impression of the company's service, one could wake up. Moreover, the suitcases were packed from the night and we only had to take them, go downstairs and hand over the keys.

We woke up at 7:30 when our plane was already taking off. Of course, at first we were in shock. Then they panicked. At the end of the vacation, of course, there was no money left. The next day we were both expected at work. The next flights cost as much as our monthly salaries, and we were already being evicted from the hotel. To say it was terrible is an understatement.

After collecting our thoughts a bit, we found the cheapest flight, which took off the next morning. We received a scolding from the management and depriming in the amount of the cost of one working day. And we rented the cheapest room in a hotel located within a radius from us to the airport.

All this took about 25,000 rubles, which we, of course, borrowed from friends, since we ourselves were broke.

And yet, we considered ourselves the injured party, so, having calmed down a bit, we wrote letters to all interested parties asking them to help us get out of the situation: SANMAR in Greece, SANMAR in Russia, SANMAR guide, as well as representatives of the travel agency LORD TRAVEL MSK. We also pointed out the fact that the representatives of SANMAR were not convinced that we were not at the hotel at the time of the transfer.

SANMAR did not bother to answer the claim on its own. I had to call them first, then write a letter asking them to respond to the claim. And now, cheers, after 14 days SANMAR wrote that he could only reimburse us, attention, 9330-39 rubles, based on the cost of the return flights of our vouchers. And also drew our attention to that.

that "by the terms of the Agreement concluded between OVT SUNMAR LLC and LORD TRAVEL MSK LLC, it is established that the tour operator is not responsible for the actions and decisions of tourists taken by them independently during the tour, including for the lag of tourists from the group or for air or transfer transportation. As if we made a decision to stay in Greece and notified SANMAR about it. But arguing with the lawyers of such a conglomerate for us - two ordinary girls - was certainly useless.

To reimburse this microcompensation, it was necessary to contact the travel agency LORD TRAVEL MSK. We wrote to our manager Veronica, who immediately sent the application form and asked to send a scanned copy, explaining that it would be enough. On the same day, she sent our application to the operator, about which she unsubscribed to us.

We offered to bring the original, but Veronika assured us that with SANMAR they always work from copies.

In the application form itself, the travel agency itself stated that the return is carried out within 3 days from the date of transfer of funds from SANMAR. And then it began...

After 3 days, Veronika began to tell us stories, first that she had nothing to do with the returns of SANMARA and that we need to contact them directly. On the SANMARA hotline, we were told that they did not know anything about us, and that we should contact the travel agency LORD TRAVEL MSK. Then Veronika began to talk about a month from the moment the application was submitted, and that she couldn’t help us with anything else, that she didn’t give the contacts of the accountant and the manager, she didn’t have the right, and so on. In general, a vicious circle.

As a result, after a month, we again turned to Veronika, who once again could not clearly answer a single question for us, except for the advice to contact SANMAR. Next came the correspondence with SANMAROM. At first, the answer was: “Good afternoon, the receipt has a seal and a signature, and we definitely return it to a direct tourist ??? We are waiting in the original at 105066 Moscow, st. Nizhnyaya Krasnoselskaya 40/12, building 20 LLC OVT Sanmar - accounting. We replied that the manager asked to send only a scan.

To this they replied: “Colleagues, the claims department gave you an answer on the claim, below in the text he left the phone number of the accounting department, which you needed to contact. The claim is returned only according to the original, and simple returns - scans. We answered that we are not colleagues, but individuals, the injured party.

After that, the answer came: “TO LLC OVT Sanmar does not work with tourists.

The request for this claim will be addressed to the TA with which you booked, thank you. What to do? We write again to Veronica asking for the accountant's contacts, but it turns out that the accountant is on vacation, and again no one can help us.

And then, lo and behold, the head of the travel agency LORD TRAVEL MSK writes to us. The employee has remained unnamed until now, probably hiding just in case. So this “manager” at first rudely asked us to stop “filling up SANMAR with letters”, then stated that we, when contacting SANMAR, were trying to “get around” him, also expressed his fi on the topic that the manager does not deal with returns, they accounting is in charge and we ourselves are to blame for not contacting them right away. And, as a result, he ordered to bring the original application first to the office of the travel agency LORD TRAVEL MSK, stamp it there, and then take it to SANMAR on your own! And only after that, after another 30 days, we will be refunded.

Not only did they completely ruin our entire vacation, that it cost us almost 1.5 times more (that is, we could afford initially more comfortable conditions), but now we still have to figure out the structure of SANMAR and LORD companies on our own TRAVEL MSC, independently bring-transport original applications, independently find out who is involved in this process, and at the same time endure such a dismissive attitude, both from SANMAR and from the travel agency. This is called - you received the money, and then as you wish. Here it is - the service of all Russia!

Therefore, before using the services of SANMAR, think 100 times and weigh all the pros and cons. Force majeure can happen to anyone. And if this happens at SANMAR, then you yourself will understand everything.

Comments (4) leave a comment

4 comments

Show other comments …