Barrhead Travel Service
Reviews and Complaints

Dreadful family holiday to Florida. Accommodation was filthy. Got moved…new accommodation marginally better. No use of pool due to hygiene concerns. Got home made a complaint…. Barrhead travel completely uninterested. Referred me to abta then said theee months later oh we got that wrong it’s the travel trust you need. Still fighting this 5 months on and today have engaged a solicitor.

They take your money and wash their hands of you.

DO NOT USE

my booking ref [protected], booked 10 may 2021, i booked the hotel continental in nago torbole, lake garda,italy from the 20 july 22 until the 3 august 22,on the 19 july 22 barrhead travel at the glasgow fort informed that due to their error i was booked into the continental hotel in garda, as i had made arrangements to meet friends in torbole and had personal business also in torbole i had no option but to go, the hotel was an outdated old fashioned place with little or no facilites,i booked s the nago hotel had far superior facilities,2 pools,one outdoor ,one indoor,a twin room with balcony for single occupancy ,what i got was a dark dingy dirty very small room with no balcony or view,,the food especially the breakfast was poor with little choice, i asked to be moved to a better room,the management blatantly refused,this was done in the presence of the tui rep karen,nether tui or barrhead travel made any attempt to move me to an hotel in the torbole area where i was informed there were vacancies,due to my previous arrangements i hed to travel many miles by ferry bus and walking taking up to about 7 hours, i reckon i lost more than 3 days travelling,i also suffered severe illness which lasted ten days, the rep sent me to a doctor and i was toldto attend a hospital for tests, i am now seeing my own doctor,i am looking for substantial compensation due to the fact that you failed to provide me with the holiday that i booked and paid for, i believe you need to supply me a holiday to the hotel that i picked, i will be taking legal advice and i am sure the local press will report this

Hol Ref-[protected]

We flew with Emirates on 3rd May 2022 from Glasgow to Dubai and stayed in a hotel for 4 nights.

We then boarded the MSC cruise ship on 7th May for 7 nights to cruise around the Emirates.

We should and wanted to return home on 14th May but were told at booking in store that we could not return home until the Sunday 15th as there was no flight on the Saturday 14th to Glasgow.

(we then found out from passengers on the ship that they were leaving on the Saturday 14th flying to Glasgow, the flight we should have been on)

Your agent then booked a transfer on 14th from the ship to another hotel in Dubai for a one night stay. This was all unnessary expense, time and distress for wrong information given to us from your agent at time of booking.

I am very disappointed with the service you apply when cancelling holidays.
Cancelled holiday 2 nd June then get told it will be 7 th September before refund and then it takes 3 -5 working days to go in bank.

Absolutely disgusted with service baring in mind the flight that we where going on has been cancelled by yourselves so still have to wait a considerable time for refund.

WE SHOULD RECEIVE THAT MONEY BACK FOR FLIGHT TO CONSIDERING IT HAS BEEN CANCELLED BY YOURSELVES

I was called to make a holiday payment unknown to me my name had been removed I have asked umpteen times for all call between them and my son Steven donaghy who booked the holiday to take me away he then supposedly removed my name
But they phoned me for payment I had no idea my name was not in the holiday
Until the papers came on the same day as the holiday started my son got took into hospital and I could not even use it as it was not in my name

I booked a holiday for summer June 25th 2020 that we were asked to rearrange to summer 24th June 2021 that is now not going ahead we as a family do NOT want to rearrange again for a further year so want a full refund but you are not allowing us to do that it is well within our rights to do this according to the ABTA guidelines. We have tried calling and stating we do not want to travel at all now as it's not safe and now the government has made it illegal to travel with 5000 fines for anyone doing so we just want our money back.

try to contact them about my refund but getting no where

My Wife and I booked two holidays this year with Barrhead travel 1 in May to go to Lake Garda and a cruise in August
In May they did not contact us in regards to this being cancelled even though we knew it was
the only time we had contact with them is when they asked for the balance of our cruise on May the 15th
we have sent numerous emails asking about our refund for the Lake Garda to which we were told the 5th of August it would be back to us to this date we are still waiting and they are not responding to any of daily emails we send
Kevin Fordyce
[protected]@hotmail.co.uk

A 6 day break was booked for Steven dinghy and Maureen Quinn
Red number8576263/8576264 my name was removed at some point without my knowledge and I only found out when the paper work came through
They phoned me for the payment without telling me I was removed and a different person was going so I was told to claim it back as a fraudulent transaction but just after all this my son Steven died and it has taken me a while to find my feet again my bank only allow 546 days to go to them they have advised me to come back to your company as the girl should not have called me for a payment when I was not a party of the booking at this point
I have been advised to come to yourselves to resolve the situation

Dear Barrhead Travel

Holiday Reference: [protected] - We received an email from yourselves on 7 April advising our holiday to Fuerteventura which was due to take place on 27 March would be auto-cancelled and a Jet 2 Holiday Refund Credit Note would be issued - see below. We do not want a credit note, we want a full refund but you would know this if you had made contact with us. We are bitterly disappointed that no one had made any attempt either by telephone, email or letter to find out what we wanted to do and we have been unable to telephone you as telephone numbers have disappeared from your website!

It is now 52 days since we were due to go on holiday and despite our email to you there has been no response. There is clear guidance regarding refunds and the time limit for such refunds but we feel we have given you enough time to have refunded our money as our understanding was that companies were working on refunds in date order from cancellation. We therefore have been left with no option but to inform you we have raised a dispute with our credit card company for £1, 457.00.

We are aware that Jet 2 Holidays have refunded travel agents in full. Our neighbours booked a Jet 2 Holiday through a small independent travel agent, travel ling on 1 May 2020, they received a telephone call the week before they were due to travel asking them for bank details so they could refund the whole amount.

Your reputation is at stake here and given you are such a large company I am shocked that you are so tardy in responding to your valued customers who have booked 2 holidays totaling £4, 153. We fully understand the current situation but feel we have been more than patient.

Holiday Reference: [protected] - It is likely that our 2nd holiday to Dubai will also be cancelled and again we have yet to hear anything from you. If this is the case, we want to make you aware now that we expect a full refund of £2, 696.00 within 14 days.

Kind Regards

Duncan and Sheena MacFarlane

From: Barrhead Travel Customer Care
Sent: Tuesday, April 7, 2020 1:46 PM
To: [protected]@blueyonder.co.uk
Subject: Important information about your holiday booking with Barrhead Travel

Barrhead Travel

Dear customer,

In light of the ongoing situation the world is facing with COVID-19, our partners at Jet2holidays have made the decision to recommence their holiday programme on 17th June 2020. This means that, unfortunately, as you are due to depart on a Jet2holidays booking before this date, your holiday will no longer be going ahead.

We understand that this news will be disappointing to hear however please rest assured that our teams will be working very hard to help you rebook your getaway.

Your holiday will be auto-cancelled and a Jet2holidays Refund Credit Note will be issued to you, covering the full cost of your holiday. The Refund Credit Note can be used up until 31st July 2020 and must be redeemed through Barrhead Travel. You can use your Refund Credit Note to book any available Jet2holidays getaway for future 2020 and 2021 departures.

At this time, we kindly ask that you wait to be contacted by our team who will then provide details of your Refund Credit Note, including how to redeem it. We have a dedicated team in place who will solely be working through all Jet2holidays bookings over the coming weeks. The team will be contacting customers based on departure date order so please kindly bear with us until we make contact with you. To help you with any questions you may have about the process in the meantime, we've put together some FAQs which can be found at the bottom of this email.

Please note - if you have already contacted our team via email and awaiting a response, your query will automatically be sent to our Jet2holidays booking team and actioned in departure date order.

We know this is a challenging and worrying time for everyone but we want to reassure you that our team is here, working extremely hard to help you with your holiday plans. Our teams are working with significantly reduced numbers right now but their dedication to helping you, our loyal customers, remains their top priority.

We truly appreciate your patience, understanding and support.

Warm regards,

Your Barrhead Travel team

Frequently Asked Questions

Q - My booking is part of a Group Booking and we won't be travelling with each other again. Will we receive separate vouchers?
A - Yes. Our team will be able to arrange this for you. Please let them know this is what you would like to do once they contact you.

Q - My booking was originally for a small group of people but now only a few of us will be travelling.
A - The lead passenger will need to remain on the booking however we can increase or reduce passengers travelling when you rebook.

Q - What happens if my new holiday is cheaper or more expensive than what I paid?
A - The Refund Credit Note must be used to the full value of the voucher. You can use the voucher to put towards a second holiday but this must be done so before 31st July 2020. If the new holiday exceeds the amount on the Refund Credit Note, you will need to pay the difference. Any outstanding balance due will be in accordance with the booking terms and conditions.

Q - I've already contacted your team before this email and I am waiting on a response - will they be in touch as well?
A - Your booking will automatically be assigned to our Jet2holidays refunds team to action. Please note, they are working in departure date order so we kindly ask for your patience.in order for our teams to work as efficiently as possible, we ask that you wait to be contacted by our team.

We are licensed by the Civil Aviation Authority and hold ATOL licence No 5346.

Barrhead Travel Service acts as a credit broker and only offers credit products from Omni Capital Retail Finance Ltd. Barrhead Travel Service Ltd is authorised and regulated by the Financial Conduct Authority. Our registration number is FRN 680958. Credit provided subject to age and status.

www.barrheadtravel.co.uk

Head Office: 190-194 Main St. Barrhead, Glasgow, G78 1SL

My wife & I booked a 6 day cruise from New York to Bermuda for the 16/09, the cruise terminal got changed to Brooklyn which then cost us more money to travel. We arrive at the ferry terminal for our Bermuda cruise to be told because of the weather we can't go straight to Bermuda but we'll go to Charleston 1st then make our way 2 Bermuda. (We should have been in Bermuda from wed until fri) on Thursday the captain announced we can't go 2 Bermuda as we don't have the time as they had to slow down the ship because of the weather but everyone will be offered a free cruise. I personally don't want a free cruise as 5 days on the ship has made my wife ill we are currently in New York and it's not enjoyable for her she has motion sickness & dizziness. are we entitled to any compensation.

Regards
Walter Scott
Email [protected]@live.co.uk

We told you sales advisor we were looking for a holiday in Caletta de Fuste though we hadn't been here our friends had we were them Told them we wanted. A lively area in Center as we loved Benidorm also mentioned My partner could not walk far in hilly area as long it was flat like Benidorm This was what we were looking for Dunas Apt came up in Corralego girl shouted to Manager for advice he came over and he highly recommend these apt said he had been there I told him Geordie has walking problems he said it was only ten min walk to music square maybe to him took us a lot Longer this place was more orientated for Spanish The Hotel too wasn't for us we were so isolated in this place we took Managees advice that was clearly wrong and he misled us this place was diabolical I ended up feeling We wanted to go home we ended up going to our Jet 2 for to get a move to closer to central this for us was over a 40 min walk which Geordie could not do as there was a incline to reach where we wanted to go Hated this place so much then Jet 2 wanted £1200 to move saying Dunas Apt's would not release our money for it to be used towards other accommodation I could get cheaper on Booking.com at £300 for rest of holiday but was told if we did this we were breaking our terms and conditions with jet 2we didn't so we ended up using Taxis up and down all day but one night we couldn't get one so we had to walk This made me start feeling full of anxiety we then went back to Jet2 told them we wanted out of there and wanted to go to Caletta de Fuste we had to wait till Monday then was phoned we then had to pay £670 to move plus our taxi to Caybeach Hotel £60this is shocking I don't think this was great customer care I want to be refunded of the money I had to fork out Your Team knew our requirements for our holiday that we wanted but I would not put any body in this part of Corralejo this was a residential area full of flats one single shop that shut at 6 to far off beaten track

I booked with barhead travel for a holiday in June but to my illness I rebooked for September this year, unfortunately I had to cancel again due to my illness contacted barhead again in June to rearrange but was told because it was a non refundable room I could not
The confirmation e mail did not state this
They are now saying that because we are now within the 6 week cancellation period there is nothing they can do

I booked my holiday through Barrhead travel because I thought it would have made my three destination holiday easier. I was completely wrong staff are horrendous! I was placed in wrong hotel in Bangkok as there are too royal Bangkok hotels and they were clearly unaware of this, the hotel was a shambles. I then went to Phuket we're i payed in the Barrhead travel Silverburn branch for an up graded room and when I arrived did not receive this had to contact Barrhead travel for a full day to receive my upgraded room with I already payed for! To then have documents saying my flight was 9.10 of the 15th of July and being picked up by transfer they have arranged at 5.00am to then be told we missed our flight home as it was for 00.10 on the 15th with is completely unacceptable unleading information. The reason we used a travel agency is to avoid this as that is there job! Completely ruined my holiday. So I have had to pay for hotel and flights when this is clearly
Down to travel agent who booked flights/hotel!