I have just received my final documents for the May Borneo tour by email.  As I mentioned previously, I have no problem with receiving them in this way.  However I was disappointed with the lack of information they contained.  Most importantly the flight information was incomplete - for my connecting flights from Dublin they do not indicate which terminal I fly out from in Dublin or which one I fly into at Heathrow - the same is true for the return journey.  This is a very serious omission and it is only because I have the previous Holiday Information mailing (which came by post) that I was able to find out this information - and I am presuming that there has not been a change of terminal in either case, which could be a dangerous presumption to make!  This is really unacceptable over something so important.

Also on all the other tours I've done with JY the final documents have included a day to day itinerary of what we will see and do on the tour, as well as a list of hotels and flights.  The documents I have just received do not contain a full daily itinerary, just the list of hotels, which again is extremely disappointing.  On previous tours the daily itinerary is what we consult most as we go along, to see what's in store for us on our holiday.  It is vital so that we know what type of clothing and footwear to put on for the following day; what meals are included etc. as well as contributing so much to our enjoyment of the tour, anticipating what we will see and do next.  What are we supposed to do now, cut out the pages from the brochure?  The daily itinerary often gives additional information regarding the schedule, over and above what's contained in the brochure and sometimes there is updated info given as well.  I am annoyed and disappointed over this.  Is this a mistake and was this information omitted by accident or is this part of a new policy by JY?!

Finally, as I mentioned on another thread, there is sometimes a time lag when typing a long post - and at least I know now that I am not the only one experiencing this.  I thought you might have responded on the other thread to this.  I do hope the web team will investigate and sort it out.

Best wishes,

Bob

Please accept my apologies. We have sent you the final information a little earlier than expected because of your connecting flight, therefore it was incomplete. We are still working on putting together the final information for your whole group and we will resend your final documentation once it is complete. I hope for it to be with you around the back end of next week, maybe the beginning of the week after.

In terms of the terminals for your connecting flights, it is never usually shown, but if you would like me to drop you an email with confirmation of the information I am more than happy to do so.

In terms of the time lag when typing, we can't seem to find an issue our end - so it is a mystery to us all. I will get our web team to have another look though as it must be very frustrating for those experiencing it.

Again, please accept my apologies for the inconvenience.

Kindest regards,

Monty

Reading Bob's post, I'm glad that I have selected to receive my final documents by post. However, dismayed to see that I may not receive anything until the week before we fly! This is not acceptable. Most of us are travelling down to Heathrow the day before and need our final documents, and labels, at least 2 weeks before. In all the 16 JY holidays I have done, I have always received my documents by now i.e. 3 weeks before we fly.

I would be grateful if you could ensure that I receive my documents by next Thursday. I am paying an extortionate amount of money for this holiday and expect the customer service to reflect this.

Regards,

Hils

I have not yet received the final documents so it will be interesting to see what is included. I am sure a full day by day itinerary will be included. Perhaps it would have been better if Just You had added a note in the email sent to you saying that your full documents will follow, which means you would not have had any reason to 'complain'.

Jaya

Thanks for your reply although it is rather puzzling!  I really don't understand why two lots of "Final Information" would be sent; it would surely be better for all the information to be sent together - and the terminals for the connecting flights were shown on the Holiday Information mailing, which was sent in February!  In any case, I do hope that the re-sent Final Information will have all the necessary information, including a day by day itinerary.  Thank you for your comments regarding the time lag when typing - I'm glad it will be investigated and thank you also for your apologies - I really hate being negative or critical but sometimes things need to be addressed!!  I often have a lot of stress at work and I really need my holidays to be as stress free as possible, which is why I choose escorted tours and travel with JY!!!

Best wishes,

Bob

I rang customer services a couple of weeks ago requesting that all my documentation for this trip and future trips be posted to me.

I would be grateful if you could please confirm this?

Please could you also confirm when the final documentation will be posted? After your response to Bob's comments am I  understanding correctly that it won't be posted until all the final itinerary is sorted at the end of next week or early the following week?

What an exciting holiday to be the trailblazers on.

Kind regards

Di

Hils - I completely understand that you are expecting your final documents two weeks before you fly, but we are currently putting the final touches on your itinerary so everything runs smoothly. Apologies for the inconvenience but I hope you understand.

Dina - I can confirm that you will receive all documents by post. In regards to your final documents, they will be sent out to you all as soon as we have finalised the itinerary, which I hope will be towards the back end of next week. As I said to Hils, I appreciate this may give you little time to check over the documents before jetting off to Borneo but we want to make sure everything will be perfect for your trip.

Kindest regards,

Monty

It is good to hear that all the details are being double checked and finalized to ensure that everything will run smoothly - I don't mind a delay in sending the documents if it means that some "finishing touches" are being sorted out!  

I'm so looking forward to what I am sure will be an amazing holiday.  After a very busy spell at work, I am very much looking forward to a change of scene and the chance to see some unique wildlife and some wonderful experiences.  Counting down the days....

All the best,

Bob

Thank you for the info. regarding my final documentation.

Regards

Di

I received my final documents for Borneo & Singapore last week by email, but they didn't include a lounge pass. Can I assume that a lounge pass will be issued with the travel wallet and luggage tags? I sent a similar message last weekend but it hasn't appeared on the forum so I'm asking the question again.

I would appreciate it if you can confirm this.

Many thanks

Mike

Apologies for the delay. I replied to your earlier post on the forum this morning - take a look here:

http://forum.justyou.co.uk/thread-83163-page-5.html 

Kindest regards,

Monty

Hi Mike,

Apologies for the delay. I replied to your earlier post on the forum this morning - take a look here:

http://forum.justyou.co.uk/thread-83163-page-5.html 

Kindest regards,

Monty

Hi Monty,

I am also on the 19th May Wild Borneo trip.  I also received an incomplete set of final documents via email and then on Tuesday after speaking with one of your advisors I was emailed the full itinerary but definitely no lounge voucher for terminal 2.  Will this voucher be sent out with luggage labels and document wallet which I have still to receive?  Many thanks

Jacqueline

*edited to remove personal information

The lounge pass and the luggage labels are being sent by post. I received mine a short while ago.

jaya

I received my second set of final documents this morning - by post!!  This is despite me saying I'm happy to receive them by email!  At least they were sent first class, which is essential if being posted to Ireland.  However, I am sorry to say that the flight information is still incomplete, as the connecting flights from Dublin to Heathrow do not show which terminal for either airport - merely saying "main" for Dublin (there are two terminals there) and no terminal information for Heathrow.  The flight from Heathrow to Singapore shows there terminal for Heathrow (T2) but no terminal for Singapore Changi.  The flight from Singapore to Kota Kinabalu shows the terminals in both cases.  The internal flight from Sandakan to Kota Kinabalu does not show any terminal information for either airport - even if Sandakan only has one terminal, this should be shown!  The flights from Kota Kinabalu to Singapore and from Singapore to Heathrow indicate which terminal, so they are fine.  The return connecting flight from Heathrow to Dublin doesn't show the terminals either.  As I stated in my original post, the previous documentation  (holiday information) shows all the terminal details.  I know that I could refer to them when I go away, but really the final docs should have all the relevant information especially concerning flights.  There is also the possibility that some terminals may have changed since the holiday info was sent, so up to date info is vital.

The final documents thankfully include the day to day itinerary, which was missing from the emailed docs I received just over a week ago.  However, I have to say that the wording used is often poor and gives the impression that much of it was copied and pasted from a website/info from a local agent as the standard of English is pretty dire at times!  I have never experienced this before in the daily itinerary.

The docs include details of two new optional excursions while in Singapore, which I was delighted to read about and have since booked.  The very nice lady I spoke to confirmed that the connecting flights are from T2 at both Dublin and Heathrow.  At that stage I hadn't noticed that some other terminals were missing as well.  

All this is both frustrating and disappointing.  Can you please ensure that I am down to receive all documents by email in future (as this is preferable to waiting for the post - items can be delayed between the UK and Ireland on occasion) and pass on my comments to the relevant person in admin.  I would also appreciate it if you could find out the missing terminal details for me, to save another phone call.  I am sorry to add to your workload, but things like this shouldn't be happening!!

Best wishes,

Bob 

PS Towards the end of typing this post, the dreaded time lag started to appear again and then disappeared, very strange!

regards

Dave

Jacqueline - I have had confirmation today that all lounge passes will be sent in the post, along with your luggage tags and your wallet. Unfortunately, I think it was just you and Bob who received incomplete documentation as you both have a connecting flight the day before. Is all of your final documents correct as far as you're aware?

Bob - I completely understand that this must be a real pain, and I am sorry for the inconvenience caused. If you would like me to confirm the terminals you are flying out of and in to, I happy to drop you an email with this information so you have it in writing. I have passed this over to our aviation team here at JYHQ to have a look in to. Also, those smaller airports that only have one terminal, may simply not have a 'name' for the terminal so it would be rather difficult to include in your documents and may cause more confusion.

All of your documents are set to be sent via email - apart from your luggage tags and your wallets. The reason your final set of final documents were sent by post was because we were sending you the luggage tags and wallet at around the same time.

I am very sorry to hear that you're disappointed with the new system and I have passed this on to the relevant teams. I hope you all have a lovely weekend and enjoy the sunshine whilst it lasts.

Kindest regards,

Monty

Thanks for your reply - I would appreciate an email with the terminals for all flights, just so there is no confusion or panic if anything untoward happens. As far as I can see, the only small airport is Sandakan; the others have numerous terminals and this information is vital.  With something as important as this, better safe than sorry! 

Best wishes,

Bob

I have just dropped you an email with your flight information.

Kindest regards,

Monty

Many thanks for supplying the missing information - it is very much appreciated.

Best wishes,

Bob