Lucketts Travel Bewertungen 26

After my last review I received an E-Mail from Saira Akhtar, a customer service advisor from Lucketts. Presuming she wouldn't reply to a direct E-Mail from me I am writing on here as I am even more furious than before. Firstly she addressed her E-Mail to Mrs Lynn Farrugia whereas my name is Connie Hayes (can't see any similarity). I have no idea who this is. Secondly she clearly didn't read my complaint properly as I put 'When we booked the holiday we each paid extra for a double room with single occupancy' but she wrote that we should let them know when booking that we have a special request. I would have thought that paying a little short of £100 extra was confirmation enough
She then went on with excuses why the journey was so long but if she had bothered to do any investigation she would have realised that 4 and a half hours after leaving home I was passing a junction approx 20 minutes from home
All in all, the customer service has gone down even more in my mind
Connie Hayes

Really bad customer service. Had to cancel a day trip due to work and it took their head office two weeks to get in touch with me despite my various emails. But they had already taken a cancellation charge off my payment for the trip without letting me know. Despite many years of travelling with Lucketts, I'll never do so again.

Itinerary changed after I booked but nobody let me know.
When I found out I cancelled the trip. They refused to return my deposit which I am now putting in the hands of the small claims court.
I will never use them again or recommend them.

We have travelled with Lucketts Coach Tours on many occasions before, but the tour we went on on 20th September 2021 was by far the worst experience of any coach tour we have been on over the years. Firstly the blurb that accompanied the final itinerary 9 days before we left, said that passengers would be expected to wear masks on board unless exempt. When we eventually boarded the coach at Chieveley we were told that it was up to the individual (which is not the same thing). For most of the tour we were the only ones wearing masks.
On arrival at the hotel in Harrogate we were given an information sheet about the hotel facilities which stated that hotel staff would be wearing masks, we only saw 2 doing so.
One of the reasons we have used Lucketts in the past is that they pick you up from home. This time they sent a Southampton based taxi in which we had to sit cramped up in the back row of seats for over an hour while the taxi picked up another couple. Not ideal for people in their seventies. This was better on the way home as Lucketts used one of their own vehicles.
The itinerary for the tour had been altered a couple of times. Originally it had included Castle Howard Flower Festival, but that was cancelled and the house was closed for filming. Harewood House was substituted but was disappointing, disorganised and because of the hilly nature of the site not really suitable for the infirm. It should also be pointed out that our tour escort was not up to the job, frequently giving misleading or inaccurate information.
There were a few positives - the driver was very good, the visits to the Embsay & Bolton Abbey Railway (could have been longer -return trip rather than the one way provided), Yorkshire Lavender, Skipton and Thirsk.