Just to clarify, this is a review of LetsGo2 as I've seen people asking questions about them. Up until a few days ago, I would have said they were great. Unfortunately, my experience with them today has left me very sad and has ruined the excitement about our upcoming holiday to EPM.
I'm posting here because I want others to be warned and to not end up having the same experience we have had. I try to be positive in my reviews and give people the benefit of the doubt but this has just really been unacceptable. In addition, I just spoke with Carribean Warehouse and they were so much better, gave better options, and just seemed kinder (offered free upgrade) all around that I am kicking myself for not going with them.
Basically, we went to LetsGo2 first and they offered us a package with BA. We got another quote from Caribbean Warehouse which was better and went back to LetsGo2 as a courtesy to see if they could beat it. They said they could but that we would fly with Thomas Cook. At no point did they mention any of the additional fees and charges (no baggage included, no meals - despite a 10.5 hour flight! - having to pay to check-in online) nor did they mention that with BA you don't have to pay the departure tax whereas with Thomas Cook you do. The person on the phone said to book online so we did.
When we booked online, it said that transfers weren't included nor was the departure tax. That's fine, it was clearly stated. When we got our confirmation, it said that only 5kg of hand luggage was included and that other luggage would have to be paid for - ridiculous but fine, it was there and I can recognize that. At no point was there any mention about the meals or check-in charges (an extra £80 for 2 people).
When I went to check-in online, it turned out my airline reference code was wrong. I contacted LetsGo2 and they assured me it was correct and that I just had to wait to check in 24 hours beforehand. I saw something on Thomas Cook mentioning checking in must be done at least 80 hours beforehad so I had to spend 2 hours with Thomas Cook to get it sorted out and they issued me a new reference. When I went back to LetsGo2 they said, 'oh' and issued me a new booking email with the correct number. No apology, no acknowledgement that they did something wrong.
When I called and complained about the excess charges for the meals and check-in, stating this wasn't anywhere on the booking or sales confirmations whereas other things that weren't included (luggage, transfers, etc.) were, they were incredibly rude. The Head of Operations, Chris Ward, actually yelled at me and was very hostile. He never once offered and apology or explanation and insisted that it was my fault and he was sorry that I assumed so many things. He accused me of not reading through all the pages of the website and that I clearly didn't read the agreement. I did in fact read everything very thoroughly precisely to avoid this and I saw no mention of these things.
While I can take responsibility for the luggage as it was eventually listed in the booking slip and i should have queried it right after the booking was made, the other charges are ridiculous and should have been clearly marked like Thomas Cook even does on its own website. When I pointed this out to Mr. Ward, he just repeated himself and didn't seem to care at all about customer service. I guess because they already have all of my money they don't really care what happens anymore.
I hope that this email will remind everyone to get every single thing possible in writing, or maybe to just book with a different company. I feel incredibly let down and now we're out an extra £200 for things that a travel agency booking you a holiday 'package' should really include (like Carribean Warehouse do as standard).