To be honest I am very disappointed with the stance and response of the Co-op over this matter. here's the letter in full...
'Firstly may we say how sorry we are to hear of the problems you encountered on your holiday, it is extremely important to us that our customers are happy with their holiday arrangements, therefore it was disappointing to receive your holiday file.
We can of course appreciate your concerns in relation to Midlands Co-op Travel booking Goldtrail holidays following the incidents on your particular holiday.
You will be aware that back in March, Goltrail featured heavily on the BBC Watchdog programme, and following the broadcast, ourselves and the whole C0-operation Travel group were concerned about the level of service and customer satisfaction offered by Goldtrail, and therefore undertook out own customer research with customers who had previously travelled with Goldtrail, and also approached Goldtrail to seek some reassurances on quality moving forwards.
Our own internal investigations showed us that in 2008 we received 2% of complaints against Goldtrail which interestingly is pretty much on a par if not slightly below the industry average, and as such had over 2900 passengers happy with their holiday arrangements.
We also received the assurances from Goldtrail that they had dropped certain hotels from their brochure for summer 2009 following a quality control audit.
To date this summer, the percentage of complaints have reduced to 1.7%, which although the figures are not yet out, is suggesting that they will be again below the industry average.
Taking everything into consideration as a company we do sell Goldtrail holidays, however we will never be complacent and will continue to monitor their performance, as we would all out tour operators.
However after stating the above we are course conscious of the issues you faced on your holiday, and we understand that the Area Manager has forwarded your letter and CD to Goldtrail for their investigations and rest assured our Sheldon shop will ensure a reply is forthcoming.
I hope that we have been able to address your concerns in regards to Midlands Co-op travel and Goldtrail holidays, and should you require any further assistance please do not hesitate to contact us'
Again my concern is that they are still sending paople to this hotel, from Birmaingham and other locations in the UK to the kind of conditions we encountered. What I want to know is how may specific complaints have they received about the Etap Hotel?
Again I will be sending another letter to the Co-op and want a more satisfactory response and positive action being taken on their part.
THfh
'Firstly may we say how sorry we are to hear of the problems you encountered on your holiday, it is extremely important to us that our customers are happy with their holiday arrangements, therefore it was disappointing to receive your holiday file.
We can of course appreciate your concerns in relation to Midlands Co-op Travel booking Goldtrail holidays following the incidents on your particular holiday.
You will be aware that back in March, Goltrail featured heavily on the BBC Watchdog programme, and following the broadcast, ourselves and the whole C0-operation Travel group were concerned about the level of service and customer satisfaction offered by Goldtrail, and therefore undertook out own customer research with customers who had previously travelled with Goldtrail, and also approached Goldtrail to seek some reassurances on quality moving forwards.
Our own internal investigations showed us that in 2008 we received 2% of complaints against Goldtrail which interestingly is pretty much on a par if not slightly below the industry average, and as such had over 2900 passengers happy with their holiday arrangements.
We also received the assurances from Goldtrail that they had dropped certain hotels from their brochure for summer 2009 following a quality control audit.
To date this summer, the percentage of complaints have reduced to 1.7%, which although the figures are not yet out, is suggesting that they will be again below the industry average.
Taking everything into consideration as a company we do sell Goldtrail holidays, however we will never be complacent and will continue to monitor their performance, as we would all out tour operators.
However after stating the above we are course conscious of the issues you faced on your holiday, and we understand that the Area Manager has forwarded your letter and CD to Goldtrail for their investigations and rest assured our Sheldon shop will ensure a reply is forthcoming.
I hope that we have been able to address your concerns in regards to Midlands Co-op travel and Goldtrail holidays, and should you require any further assistance please do not hesitate to contact us'
Again my concern is that they are still sending paople to this hotel, from Birmaingham and other locations in the UK to the kind of conditions we encountered. What I want to know is how may specific complaints have they received about the Etap Hotel?
Again I will be sending another letter to the Co-op and want a more satisfactory response and positive action being taken on their part.
THfh
