Open complaint to Charter travel

Earlier this week I got a very odd phone call from Charter Travel regarding a post on this forum, as it turned out I had not made the post they were talking about but I had replied using the quote facility so they thought I had!

In a nut shell the call was regarding a post on this forum, they used my phone number from a previous booking I had made with them and matched my name with my details on my profile and telephoned me about comments on the OV!

They also commented on another forum members booking therefore giving me information on that person!

When I got off the phone and spoke to a few friends and family I was actually angry and and insensed that they had used my details in this way - Data Protection came to mind!

I then noticed this morning that Dawn from Charter has made her first post on the forum which is how they should have delt with the post in the first place if they had any comment to make.

So Charter Travel over to you![msnmad]

[LiesaAnna]

not very professional!

[LesleyB]

Well if all it takes is a post on the forum to get Charter to ring someone, that's brilliant (it doesn't work when I ring in person)[msnwink]

Dawn - I am still waiting for the promised phone call from Charter Travel from last weekend, with information about Easter flights!!

[Southsider]

Dont hold your breath Lesley, I looked for a quote a few months ago and never got a reply either.

[roger]

We have discussed this with Charter already, and they are very apologetic about this. In the past we have not allowed them to post on the forum, hence they felt the need to contact you directly to discuss with you, although we all agree this was not a good thing to do.

When I spoke with Charter yesterday I gave them permission to use the forums to respond to customer comments etc, rather than calling, hence Dawn may start to participate more.

Please bear in mind that we pass literally thousands of enquiries to Charter, as well as their workload from other sources, and the occassional problem can always occur. They are working hard to come up with ways to be able to respond quicker to some of their calls, and be more accessible, so I'd prefer not to see just the 'negative' comments coming out on the forum!

[LiesaAnna]

have had nothing but praise for there services in the past, am sure this is just an oversight on there part! and am sure it wont happen again?

[dawn thirkill]

hi

I will reply in detail later to the comments but for urgent attention needed "lesley" can you pls call we do have all the information for the easter dates, and I would very much like to know who you spoke with, we are looking to track the enquiry at the moment, but if you can personally ask for me I will deal with the details for you...

Thanks

Dawn

<blockquote id="quote" class="ffs">quote:Originally posted by roger
We have discussed this with Charter already, and they are very apologetic about this. In the past we have not allowed them to post on the forum, hence they felt the need to contact you directly to discuss with you, although we all agree this was not a good thing to do.

When I spoke with Charter yesterday I gave them permission to use the forums to respond to customer comments etc, rather than calling, hence Dawn may start to participate more.

Please bear in mind that we pass literally thousands of enquiries to Charter, as well as their workload from other sources, and the occassional problem can always occur. They are working hard to come up with ways to be able to respond quicker to some of their calls, and be more accessible, so I'd prefer not to see just the 'negative' comments coming out on the forum!
[/quote]

Roger,

Thats very kind of them to apologise to you but Im still waiting for my apology??[msnmad]

If I had had one I would not have posted this thread. Further more I shall be putting in writing to Sandra at Charter that as per the Data Protection Act I want all my personal details taken off their data base!

As for this being a one off I know for a fact that is is not.

Roger the last thing I want to do is be overly critical of Charter but they are way out of line here and they need to rectify this asap.

If they can't cope with the work load then I politely suggest they take on more staff!

Last but not least I shall be clearing my profile of all my personal details as I feel they have been abused by Charter Travel[msnmad]

[Madabouttigger]

I would like to say that I used charter Travel for our last trip and found the service very good, couldn't beat them on prices so 10 out of 10 from me.

Diane.

[roger]

Charter have taken on more staff and I know they continuously review their staffing levels to cope with demand. I can't comment on their other actions other than to say I'm sure it will not happen again, but that is between them and you.

<blockquote id="quote" class="ffs">quote:Originally posted by Mach 2
<blockquote id="quote" class="ffs">quote:Originally posted by roger
We have discussed this with Charter already, and they are very apologetic about this. In the past we have not allowed them to post on the forum, hence they felt the need to contact you directly to discuss with you, although we all agree this was not a good thing to do.

When I spoke with Charter yesterday I gave them permission to use the forums to respond to customer comments etc, rather than calling, hence Dawn may start to participate more.

Please bear in mind that we pass literally thousands of enquiries to Charter, as well as their workload from other sources, and the occassional problem can always occur. They are working hard to come up with ways to be able to respond quicker to some of their calls, and be more accessible, so I'd prefer not to see just the 'negative' comments coming out on the forum!
[/quote]

Roger,

Thats very kind of them to apologise to you but Im still waiting for my apology??[msnmad]

If I had had one I would not have posted this thread. Further more I shall be putting in writing to Sandra at Charter that as per the Data Protection Act I want all my personal details taken off their data base!

As for this being a one off I know for a fact that is is not.

Roger the last thing I want to do is be overly critical of Charter but they are way out of line here and they need to rectify this asap.

If they can't cope with the work load then I politely suggest they take on more staff!

Last but not least I shall be clearing my profile of all my personal details as I feel they have been abused by Charter Travel[msnmad]
[/quote]