I want to warn everyone about a horrible experience I had with Super Travels Pte Ltd.
I have travelled many times with different tour agents in Singapore. It's usually a travel companion deal, 2 of you book into the tour together and share a hotel room etc. For all flight legs, I have always been on the same flight as my fellow tour members, or in the very least, with my travel companion.
But on a recent tour with Super Travels, I was put on a flight of my own. I don't even know why, neither flight was fully booked. And isn't it reasonable to assume that you will be on the same flight as your fellow tour members, or at least your travel companion, especially if as a group you have all been flying together during the tour and the tour leader leads you as a group through the airport to the gate?
What's worse, nobody from Super Travels even bothered to tell me I was not going to be travelling with my travel companion or the other tour members! I was in a foreign country, foreign airport, gates were about to close and I had just realised I was on a separate flight, the gate of which was on the other side of the airport. Imagine how panicked I was! It was a lack of professionalism and care at worst, a lack of common courtesy at best!
At least it happened to me, being an adult capable of speaking fluent English and travelling on my own. What happens if this had happened to a child or something who could not speak English?
When I complained to the company, they seemed to be saying 'it was your own fault' on one hand, but on the other hand offering their "sincerest apologies" and a $200 voucher. I asked them to instead donate the money to charity. I get a patronising response clearly written by their legal department how they had no legal obligation to donate money to a charity and then because they were still sincere, they would extend their goodwill by continuing to offer me the voucher.
Talk about poor customer service! They say they are sincere, but aren't willing to demonstrate it by donating money to people who need the money more than I need another holiday, even though they are clearly running a profitable business. And they then attempt to capitalise on their error by using the lure of the voucher to convince me to spend more money with their company. Why on earth would I pay $3000+ for a service I am dissatisfied with simply to redeem a mere $200 voucher?
Sighz the business world is ruthless and people just don't seem to have heart anymore!