Service Levels were Not to our Expectation
Raj Bhatia
(United Arab Emirates)
Trip to Amritsar, Dalhousie, Dharamsala, Palampur
(Written on 25 Aug, 2017)
There were a lot of gaps in what was promised and what was delivered.
Travel is nothing but an experience that is made memorable through the services enjoyed and any compromise there diminished its (Read More) value. And that is exactly where this agent could not match up.
To start with we were provided a very old and dilapidated vehicle with no carrier on top, the rain water seeping in the car, the aircon not functioning, no audio video in the vehicle and when raised we were told that this is a 2015 model and best that North India has to offer!
Then the driver who though very humble in nature was not aware of our trip itinerary! He did not even know which hotels we were to stay at and asked us throughout the trip for instructions! We came to understand that another driver was supposed to accompany us but at last minute the drivers got interchanged without ensuring the new driver was briefed! Again when highlighted the finger pointing happened with this agent blaming the transport services provider rather than taking the responsibility onto themselves!! We had booked our trip with the agent without knowing or delving into who the service providers were, so this left a very bad taste on us.
Moreover, we would like to highlight that a driver is merely a person who can take you from point A to B but as tourists to make the whole experience enriching a tourist guide is A MUST who will explain the history and culture of every place visited. Our agent didn't even propose or recommend any guide to us. We were sort of left on our own.
In one of the excursions (para gliding), we were put on to unlicensed service providers who failed to adhere to basics of safety putting us in great risks to life. There were no indemnity processes and safety regulations being followed.
We believe that an agent's primary responsibility is to ensure that the guests are treated as royally as possible and this was unfortunately not the case. Though to give the benefit of the doubt, the agent tried utmost to attend to queries whenever called. We would rather blame the lack of regulations in India.
A word of caution to anyone booking trips to India - Please ensure to ask for all legal documents and licenses from ALL service providers to ensure that you are not being short changed rather than relying blindly upon the agent.
Holiday Dream replied
(25 Aug, 2017)
Dear Mr. Raj
Greetings from Holiday Dream!!
In regards to the vehicle provided to you, we asked you prior about the vehicle, and infact shared the pictures of the vehicle to be appro (Read More)ved by you. The model was 2015, and you did verify the same.
Also when we offer you the tour services, we provide you with the vehicle and the drivers. These chauffeurs are well trained with Himachal area, and they would take you as advised. My team briefed the drivers on each and every point of the tour and you are well aware of the same. Infact you were being followed up every day in regards to the tour.
Paragliding was not the part of my tour, and you must exercise caution when you undergo such activities, since most of the adventure tour activities in India are not registered.
Trust me you have examined utmost caution while travelling with us, and you can definitely check on the legal documents and licensing of the company.
We are here to deliver what has been ensured on us to deliver, with the best of our capacities.
I hope that Holiday Dream shall serve you in your future as well.
Warm Regards
Aanchal
