The key is to sell...

This spring, my girlfriend and I flew to Greece. At first, everything went well, the travel agency LORD TRAVEL MSK LLC made a contract with us, and the manager recommended contacting her for any questions. The contract was concluded in the name of my girlfriend.

The trip was a C grade, but that was the fault of our tour operator SANMARA, who, by the way, officially recognized it and was even ready to compensate us for moral damage. Only to transfer this compensation, we had to contact the travel agency LORD TRAVEL MSK.

We wrote to our manager, who immediately sent a return form and asked to send a scanned copy, explaining that it would be enough. She also ordered me to fill out an application, since the answer to the claim was drawn up in my address.

On the same day, she sent a scan of our application to the operator, about which she unsubscribed to us.

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

After 3 days, we contacted the travel agency to clarify the timing of the return. But the manager said that from now on she is not involved in the returns of SANMAR, and that we need to contact them directly.

On the SANMAR hotline, we were told that they did not know anything about us, and recommended to contact the travel agency LORD TRAVEL MSK, since SANMAR does not work with individuals.

We wrote to LORD TRAVEL again, but the manager recommended to return to this issue in a month, because, according to her experience, SANMAR does not make returns before 30 days. Then she explained 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 LORD TRAVEL, and once again we were not able to clearly answer a single question, except for the advice to contact SANMAR. Then there was a lengthy correspondence with SANMAR, in which they refused to help us, writing: “TO LLC OBT 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 again write to the LORD TRAVEL manager with a request to give 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” first asked us in an indelicate manner to stop “filling up SANMAR with letters”, then stated that we, by contacting SANMAR directly, were trying to “get around” LORD TRAVEL, and also expressed his indignation at the fact that the manager is not engaged in returns, they are handled by the accounting department and we ourselves are to blame for not contacting this department immediately.

And, as a result, he ordered to bring the original application first to the office of the travel agency LORD TRAVEL MSC, put a stamp and confirmation of admission there, and then take it to SANMAR on your own! And only after that, after another 30 days, we will be refunded.

Thus, we have to independently understand the structure of the SANMAR and LORD TRAVEL MSC companies, independently bring and transport the original applications, independently find out who is involved in this process, and at the same time endure such a dismissive attitude.

This is called - we received the money, and you go on - as you wish.

And that is not all. Since the travel agency is open from 11 to 19, just during my working hours, it is difficult for me to take time off from work in order to take one piece of paper to the other end of the city. So I had to send the document by courier. Since the LORD TRAVEL company has not developed an algorithm for resolving contentious issues with customers, as well as due to the illiterate actions of their employees, I suggested that the “head” of LORD TRAVEL compensate me for the courier services. I was told that since I directly applied to SANMAR (although this was done on the recommendation of the LORD TRAVEL manager), I would prepare and deliver a package of documents to LORD TRAVEL, and then to SANMAR at my own expense.

The next day, the courier on my behalf brought the original application to LORD TRAVEL, but they said that the courier could not confirm the authenticity of the applicant's signature, and did not accept the application. And then they added that since the contract was concluded for my girlfriend, then she should write the application, and personally bring it to their office during working hours. Here is the service! Why not explain the whole process at once? Why do we have to wait for the moment when everything is already done, and then suddenly find some new clue and redo everything again? What is bullying?

My friend, of course, arrived. And I talked with the general director Zharikov Nikolai Nikolaevich, who turned out to be the only adequate person in the company: he apologized, promised to personally take the application to SANMAR the next day and help speed up the process. And, apparently, he was very ashamed of the actions, or rather, the inaction of his subordinates.

It is a pity that there are still such non-customer-oriented companies in the field of tourist services as LORD TRAVEL.

Comments (0) leave a comment

0 comments

Show other comments …