Very disappointing and extremely stressful holiday,buses not turning up on time,waiting around for hours at train stations,itinerary constantly changing,but this wasn’t the worst of the holiday.
I plan my holidays thoroughly and phoned and emailed great rail to confirm with them that,as a vegetarian I would be catered for and would have no problems with being provided vegetarian food,they confirmed that I would be catered for and it wouldn’t be a problem,how wrong.While everyone else on the trip was provided with menu choices,and plenty of choice for them, I was not once provided with a choice of menu,and had to ask every time what was I going to have to eat. I had no say in the matter,I was given food that I hadn’t chosen and on the most part I didn’t want and was made to feel a nuisance,I’m sure there would have been a riot if the other members of the group had no choice in what they ate !! I would not have booked the trip if great rail had said they couldn’t cater for a vegetarian,but they didn’t,they blatantly lied to me.
As for the 1st class rail,this was no way first class,meals were provided on the train,BUT only for meat eaters,when I asked for the vegetarian option I was bluntly told they do NOT provide vegetarian meals.On one of the train journeys,which was a 7 hour journey,everyone in the group was provided with two meals,I was NOT,I had no food for 7 hours on this supposedly first class train.On one of the coaches that was used for several days,most of the seatbelts didn’t work,so we were unable to use the seatbelts,which was illegal,the coach was dirty and falling apart,seats ripped and the driver thought he was racing in the Grand Prix.This was a stressful and in some instances upsetting experience,not the holiday I had paid a lot of money for. I have put in a formal complaint but have had no response from great rail, I even rang them and asked to speak to the customer relations team but was told they couldn’t speak to me as they didn’t have phones!!! Great rail,please don’t lie to customers and promise things you can’t provide just so you can take my money. I await your response.
I have once again tried ringing Great Rail to speak to their customer service team about my complaint,but they,once again,rudely tell me I CANT speak to them,I have asked if they would call me to discuss my complaint,but again they have REFUSED to speak to me. I will update my review if I receive a response.
UPDATE
STILL WAITING FOR SOMEONE TO GET BACK TO ME.
All these 5 star reviews are for booking a holiday,NOT for complaints,they will be all nice and helpful when they want your money,but are rude and unhelpful, and refuse to speak to you if there’s a problem with your holiday!!
UPDATE
I am still waiting for someone to phone me to discuss my complaint, I have sent them my phone number and politely asked for them to ring me ,BUT no call!!
Once again if you are booking a holiday they can’t wait to speak to you,but if you complain they refuse to speak to you. I will not be fobbed off by this company and will continue to pursue my complaint until a satisfactory outcome is obtained,which I still hope can be obtained. I will continue to post until this time.
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