I'm sorry to hear of your disappointment. As you know we are always keen to receive feedback and comments from our customers on how we can improve our service. As such, I have forwarded you comments on to our customer care team and the contact centre leader.

Thank you for sharing your experience with us.

Kindest regards,

Julia

This is an interesting post and highlights an apparent change in policy by JY regarding connecting flights - up until earlier this year when I used to ring to book a holiday, the holiday advisor was able to give me details of the connecting flights then and there - and this was then confirmed in a subsequent invoice; however for my last couple of holidays they have not been able to do so. The confirmation invoice was then issued without the connecting flights and several weeks or even a couple of months later I received a call about them, resulting in another round of paperwork. I thought the old system was more straightforward, but perhaps there is a reason as to why it was changed?

Also when I booked my Namibia tour, I was offered connecting flights from Dublin for the first time; usually I have to fly from Belfast. The advisor was surprised that the computer had thrown up that option. I was unsure if there were any complications would I still be sorted out by JY if my holiday was originating outside the UK and when I queried this with the holiday advisor, I was told it would be safer to fly from Belfast, so I went with that option although it would obviously suit me so much better to fly from Dublin. Any light you can shed on this situation would be helpful as I am about to book two holidays!

Many thanks,

Bob

Hi Julia, this isn’t a complaint, more a disappointment that I thought I’d pass on in case any process improvement could be made in future! Last year, I booked my domestic flights and hotel via JY very easily, in one phone call. However, on Saturday I spoke to someone in your offices and hoped to book domestic flight connections and an overnight hotel in Heathrow for my holiday in Sept 2015. All the information wasn’t immediately available and I asked if they could please communicate with me by e-mail, so there would be a record of any information they would give me (for everyone’s info. in case of further queries) – I was told that would not be a problem. However, I received no e-mail, just various voicemail messages asking me to call the office to discuss. Every time I rang back, the person I spoke to wasn’t aware of all the previous conversation and said they would contact me again when they had more information (I spoke to 4 advisors in total). I have eventually managed to get my domestic return flights and hotel booked by JY. I understand that it may not be possible for one advisor to be the main point of contact for a customer on a particular query but if I had received the e-mail I had initially requested, it would seem that my bookings could have been handled so much easier, as everyone would have been able to see what had taken place during the previous contact.

Hi

I have lost count of the number of times I have been asked to ring JY, been given the person's name and extension and rang back. Try it, it doesn't work. Sometimes the one who answers can help, sometimes not. I don't bother now. I take the view that if it is urgent they will try again, or leave a message. Like you, I find that customer service seems to have gone out of the window since All Leisure took over - but I know there are manyy that will disagree with me. Just giving my experience.

Sylvia

Hi Julia,

This is an interesting post and highlights an apparent change in policy by JY regarding connecting flights - up until earlier this year when I used to ring to book a holiday, the holiday advisor was able to give me details of the connecting flights then and there - and this was then confirmed in a subsequent invoice; however for my last couple of holidays they have not been able to do so. The confirmation invoice was then issued without the connecting flights and several weeks or even a couple of months later I received a call about them, resulting in another round of paperwork. I thought the old system was more straightforward, but perhaps there is a reason as to why it was changed?

Also when I booked my Namibia tour, I was offered connecting flights from Dublin for the first time; usually I have to fly from Belfast. The advisor was surprised that the computer had thrown up that option. I was unsure if there were any complications would I still be sorted out by JY if my holiday was originating outside the UK and when I queried this with the holiday advisor, I was told it would be safer to fly from Belfast, so I went with that option although it would obviously suit me so much better to fly from Dublin. Any light you can shed on this situation would be helpful as I am about to book two holidays!

Many thanks,

Bob

Bob, things have changed and there are a couple of reasons behind it;

We now put holidays on sale a lot earlier than we used to, so you could call up today and book a holiday for 2016. However flight carriers don't tend to announce their flight schedules until about 340 days before departure and then even these are changeable which means we are unable to confirm flights so far in advance. So now, our team will acknowledge when a traveller wishes to book a connecting flight, and if this isn't available to book there and then, our team will contact the customer when these flights are available for us to book.

The 'available for us to book' also relies on the carrier submitting their contract to us - we won't book a connecting flight with a particular carrier until their contract has been received.

In terms of Dublin/Belfast I've spoken to my colleague about this, as I too was surprised, however he did mention that there may be occasions now when we are able to fly you from Dublin.

Kindest regards,

Julia

Thanks Julia, please could you also let someone know that the Hotel confirmation e-mail didn't come through to me yesterday, so could they please re-send. I believe it was supposed to arrive within a few minutes of making the booking so must have gone astray somewhere. The guy who took my booking checked my e-mail address and it was correct. Thanks a lot

Hi Sookie222,

My colleague has arranged for this to be resent to you. You will need to look our for an email from our partners, Holiday Extras, rather than and email from Just You.

Kindest regards,

Julia

Cindy

Many thanks for your quick reply! Just to double check, if the option is available and I did book connecting flights from Dublin through JY and there was a subsequent problem, such as cancellation or delay, that JY would be able to sort me out with new flights? I just don't want to be stuck!

Best wishes,

Bob

My colleague in the Customer Care team is going to drop you a line directly to talk through how it works for non-UK connections as it is slightly different than for domestic connections. He'll also be able to answer any additional questions that this conversation may then raise.

Kindest regards,

Julia

Many thanks - James rang me this morning and, as usual, was extremely helpful. I must say that any dealings I've had with customer care or with the holiday advisors they have always been very friendly, helpful and efficient. With the huge number of calls they receive, the occasional slip up can happen but I know they all try extremely hard to get things right.

Best wishes,

Bob

Thanks Julia, please could you also let someone know that the Hotel confirmation e-mail didn't come through to me yesterday, so could they please re-send. I believe it was supposed to arrive within a few minutes of making the booking so must have gone astray somewhere. The guy who took my booking checked my e-mail address and it was correct. Thanks a lot

Hi Sookie222,

My colleague has arranged for this to be resent to you. You will need to look our for an email from our partners, Holiday Extras, rather than and email from Just You.

Kindest regards,

Julia

Thanks Julia, I got the e-mail (two of them) confirming my Heathrow hotel. It would be good to receive confirmation of my domestic flight details too, so I know everything is as I expect it to be but I'm assuming I'll have to wait until my official paperwork comes through when my balance payment is due. I am away from home at the moment though, so perhaps there will be some amended paperwork waiting for me when I arrive home.

That's great news!

I've just spoken to a colleague who tried to contact you after learning of your initial post on here. He mentioned that he hadn't managed to get hold of you - so when you return home, there may be a couple of messages from him.

In terms of the confirmation of your flights, I understand that the paperwork has been requested for mailing so it should be with you in a few days.

Kindest regards,

Julia

Kindest regards,

Julia

I can see there have been a few complaints on here about service, but I personally have always found the service to be excellent. For the holidays I have done I have initially booked them on line because its so quick and easy to do. Sometimes I've rung to ask a few questions or to pay my final balance or book excursions, everyone has been friendly and helpful.

So its always nice to see a happy customer too..

Have a great weekend

Kerry

Margaret.

I'm sorry to hear that you hadn't heard from one of our advisors yesterday. Can you please let me know if someone contacted you today?

Kindest regards,

Julia

We have a number of new initiatives that we are currently implementing in our contact centre to help improve customers booking and customer service experience this includes a whole new telephone system to make it a smoother and more enjoyable process to get in contact with us., This system will also allow us to do more coaching and development with our staff to make sure all our customers get a consistent and high level of service.

We have lots of product training sessions taking place currently for our advisors so they can help our customers choose their next holiday destination, as well as to increase our staffs knowledge on the areas our tours visit and all the products we offer.

The team that deal with all our email correspondence before you go on your holiday will also be having a systems upgrade in the new year which will help ensure any customers that communicate with us by this method will also get the same high level of service from us.

Finally we have just recruited and started training more customer service staff so that we can answer our customers calls more promptly and provide any post booking assistance that you may need.

JY James

Hi Margaret,

I'm sorry to hear that you hadn't heard from one of our advisors yesterday. Can you please let me know if someone contacted you today?

Kindest regards,

Julia

Hi Julia, No I was not contacted today, I will probably have to ring tomorrow as I can't put my contact details on here. Bit disappointed that no one got back to me.

Margaret