I am writing with dismay about the number of what sound like very valid complaints about Just You and the standard of recent holidays. I have travellelled with JY four times both long and short haul but I have noticed prices rising and customer satisfaction falling of late.

Please look carefully at the complaints JY and address them properly rather than paying lip service as you have been doing.

I don’t want to give up on you as I have loved my previous holidays but I won’t be paying for substandard holidays if this is now the norm.

Kind regards

Angela

We are listening to any feedback that we receive from our customers. However, I do understand that you are not fully satisfied and we will follow up on your feedback.

Thank you for sharing your feedback with us and the wider JY Community.

Kindest Regards,

Amy

Many thanks for your direct and helpful post - I am one of the many who have been expressing concerns and disappointments in various aspects of customer service and increasing prices recently.  A number of times I have asked for an official comment from senior staff in JY to address these issues and provide us with reassurance that the numerous difficulties will be properly addressed but sadly there has been no response from JY, apart from poor Amy telling us that the feedback has been passed on.  It is very disheartening.

All the best,

Bob

I feel very much like you. I cant believe some of the inadequate responses from JY to genuine complaints from customers on this forum. I would of thought that a representative from JY would have issued a statement by now apologizing for some of the terrible experiences people have received. We all know that we pay more as single travellers, so hearing about some of these terrible experiences and the lack of empathy coming from JY, is really quite alarming.

As all their dirty washing is being aired in public - it would be good to see a real response with some reassurance to these complaints posted on line for all of use to see that their customers are being taken seriously.

Kezzer

Thank you for sharing your experience with the wider JY Community. I have forwarded your feedback onto our Customer Care team at JYHQ who will contact you directly.

Kindest Regards,

Amy

I have forwarded your feedback on to the Head of our Customer Care team who has issued the following:

"We are mindful that due to a delay in the dispatching of the questionnaires, that our customers have not had the opportunity to feedback on the return from their holidays by this method. However, I would like to assure all customers, whether we receive negative feedback via the questionnaire or indeed other forms of communication, such as feedback on the website, e-mail, telephone, letter or indeed the community, we always treat each customer as an individual and investigate the points raised which are pertinent to them, rather than sending out standardised general responses. Whilst this may take a little longer we truly believe by investigating each point raised we do obtain a clear understanding of any customer’s dissatisfaction, thus enabling us to address the concerns, take action and make any appropriate amendments to our holidays."

If you do have any particular feedback about your tour in the future, could you please email feedback@justyou.co.uk.

Kindest Regards,

Amy

Watch this space then for the promised individual responses to your complaints from the customer care team!!

Kind regards

Angela

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

Kind Regards,

Amy

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.

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 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.

Dave.

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

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 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

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