Hi,

I've been looking for a way to register my dissatisfaction with a particular tour on a JY holiday i've just come back from on Malta. 

I've called customer services this morning but as yet have not received the promised call back from the team.

Then while searching the JY community to see if i could email my issues to JY i found this thread so i guess this is as good a place as any to air my views.

As stated previously I've just returned from a Holiday in Malta which was great with the exception of one optional trip i booked, the day trip to the island of Gozo.

The trip itinerary promised " after a busy day exploring, enjoy an included dinner with panoramic views at a seaside restaurant" something i was really looking forward to. To my dismay the dinner was changed to lunch the seaside restaurant changed to a back street hotel with no views except a road. 

Main complaints

 1 The restaurant was not on the seaside

 2 There was  no panoramic view (we were seated inside at the back looking at the walls) 

 3  To cap it all the food was very poor  

What really upset me was that this trip was the most expensive (£70) one would reasonably a good quality of food to be provided as standard.  

This then spoilt what could have been a great day out.

I would suggest that JY does not use the hotel (Down Town Hotel) in future, it didn't provide the quality i have come to expect from JY.

  

Andy

Ps customer services still haven't called.

Pleased to say James from the customer service desk called yesterday. A couple of points became clear; 

1. If you have a phone call guard in operation on your phone and then request the call back option offered by the JY help desk the YJ automatic call back won't work.  I have asked James (JY) to warn customers of this limitation before they are offered the call back option as you can waste a lot of time waiting for a call that's never coming.

2. It seems JY are reactive rather than proactive. To help them deliver the kind of holidays we all want i would encourage all customers to complete the post trip feedback form. If there is a problem with a trip then feedback will help JY resolve it. If JY don't know about a issue then obviously they can't fix it. It may not help you as an individual but it could stop other customers having the same issues. Therefore i would encourage all JY customers to complete the feedback forms JY send out as this will undoubtedly help them improve their service when it falls short of the level of quality i have come to expect from them. 

Finally be aware that if you booked the JY trip via a travel agent you won't get a feedback form, there are reasons for this but i won't go into that here but, you can always use the community forums to highlight any issues. 

Wish i was leaving on jet plane but, alas have to mow the grass. Ah well.

Andyf

Hi Andy,

Apologies for the delay, I've spoken to our customer services team and we don't have a telephone number for you on our records because you booked through a travel agent, so apologies for any confusion around receiving a call back from us.

I've emailed you to request a contact telephone number and we'll give you a call ASAP this aftenoon.

Thanks,

Vickie

Hi Vickie

I have replied to your email thanks

However, please note,  i selected the call back option given by the JY call handling system to avoid hanging on the line and it is this call i have not yet received.

Andy

Apologies for the delay, I've spoken to our customer services team and we don't have a telephone number for you on our records because you booked through a travel agent, so apologies for any confusion around receiving a call back from us.

I've emailed you to request a contact telephone number and we'll give you a call ASAP this aftenoon.

Thanks,

Vickie

We all have options to choose who we holiday with thank goodness.

Dave.

Hi Andy,

Sorry to hear this. Could you please let me know your departure date for this trip? That way I can pass it to our Customer Services team so they can get your details from the system and give you a call.

Thanks,

Vickie

Hi Vickie,

Thanks for the prompt response, i departed Bristol on 22nd May 2018 for Malta.

Andy

Ps customer services still haven't called me back.

Sorry to hear this. Could you please let me know your departure date for this trip? That way I can pass it to our Customer Services team so they can get your details from the system and give you a call.

Thanks,

Vickie

I've been looking for a way to register my dissatisfaction with a particular tour on a JY holiday i've just come back from on Malta. 

I've called customer services this morning but as yet have not received the promised call back from the team.

Then while searching the JY community to see if i could email my issues to JY i found this thread so i guess this is as good a place as any to air my views.

As stated previously I've just returned from a Holiday in Malta which was great with the exception of one optional trip i booked, the day trip to the island of Gozo.

The trip itinerary promised " after a busy day exploring, enjoy an included dinner with panoramic views at a seaside restaurant" something i was really looking forward to. To my dismay the dinner was changed to lunch the seaside restaurant changed to a back street hotel with no views except a road. 

Main complaints

 1 The restaurant was not on the seaside

 2 There was  no panoramic view (we were seated inside at the back looking at the walls) 

 3  To cap it all the food was very poor  

What really upset me was that this trip was the most expensive (£70) one would reasonably a good quality of food to be provided as standard.  

This then spoilt what could have been a great day out.

I would suggest that JY does not use the hotel (Down Town Hotel) in future, it didn't provide the quality i have come to expect from JY.

Andy

Ps customer services still haven't called.

I have emailed you privately with regards to your recent email.

Kind Regards,

Amy