audley travel complaints

We started our adventure in Cape Town, then made our way through the wine country (Stellenbosch and Franschhoek), and on to Swellendam, Oudtshoorn, Knysna, Plettenberg Bay, and finished off the southern itinerary on safari in East Cape. For their prices, there is no excuse for this. Frankly, I would not consider anyone else for the type of trips we make. Audley Travel was quoting three months as an estimated timescale, but – in … I would say terrific value. Check out what 2,610 people have written so far, and share your own experience. Jet Airways were regularly in the papers due to being on the verge of bankruptcy. This is our third trip with Audley. My husband and I recently used Audley Travel for a trip to Australia and New Zealand. I will pass this back to your specialist and their manager. Simply Incredible! One other flight was economy only as described by Audley. Prior to this we used Audley for Costa Rica and New Zealand. Due to a series of unfortunate situations that occurred they sadly found themselves not able to travel in foreseeable further.I was impressed, appreciative and thankful for Audley’s response.I have enjoyed and been impressed by those who I have been in contact with at Audley when planning and now canceling trips and tours for my clients.I wanted to take a moment to acknowledge my gratitude for:Elise CatherJack MorrisBriana MaioccoLucy HalvorsonI hope you and everyone at Audley stay healthy and safe as we navigate our way through Covid. We outlined our itinerary which was Nepal, Bhutan and India. Audley charges high prices but is low on quality. Thank you for your review, we take a consultive approach with all of our clients, investing time in really getting to know you, I am really pleased the perfect itinerary for you and your family was created allowing all of you to enjoy your holiday! However once the deposit was in place and the details confirmed we did not expect any further amendments. Contacted Audley Travel and explained that health issues and Covid made the trip untenable for us now. Mauritius was our relaxing ... We did a two week trip of Southern Madagascar visiting mainly National parks to see the Chameleons and Lemurs and other extraordinary wildlife then we relaxed for a week in Mauritius. Whilst we made the best of the tour and the car drivers were fine the same agents work for all the major tour companies. Thank you so much! Audleytravel.com Travel And Tourism show list hotels, restaurant, flight at audleytravel.com. We really appreciate you sharing your experience on what sounds like an idyllic holiday. The word she used for that half was "a disaster." We do apologise if the reasoning behind certain decisions in your itinerary were not communicated efficiently to you; for example the first class carriage on the toy train has only just begun being trialled, and was therefore not guaranteed on all trains which is why this class of travel was not offered to you. We did protest and were eventually moved to a room overlooking the pool. I wrestled with the cancellation simply because I wanted to support such a first class business and keep Ellen in her job! At the planning stage Rob showed excellent knowledge of the area and was willing and able to give us recommendations. The trips were adjusted to our requirements and the results were unforgettable holidays. The place was Awful. The company also needs to update the country booklets which are out of date in many areas. Audley Travel is a reputable travel agency in the UK catering to the high end market with an emphasis on client service. We were due to go to Chile in March 2020, which was postponed to Feb 2021 and now sadly cancelled as we don’t know when and where we will go on holiday next! I am only sharing a triple room and for As we were away for five weeks ... We chose Audley Travel through their Brochure which promised bespoke holidays. Audley Travel kept us informed at every stage and gave us options of both a full refund, or a credit note. Mauritius was our relaxing week but we still did a Southern tour, Northern tour, a helicopter flight and I did one scuba dive! !She has done an outstanding job in putting together an itinerary for us that includes everything we wanted to do & see. However, you choose a travel agency for help with the logistics--easy directions, smooth travel, etc. Rob provided us with great guidance and support showing both empathy and respect in helping us come to a decision with our booking. I returned last month from Japan and Vietnam. However, for the fees paid the trip felt “packaged” and not custom. Pros Audley is a young environment that before covid was great. We have shared your comments with Hayley and the team. She even arranged a local sim for our phone just in case we needed to contact our guides. She kept in touch regularly with us and was very helpful in explaining everything. It is great to hear that you would recommend us – word of mouth recommendations are an integral part of our business model. Nothing was too much trouble or any question to silly. Check out what 2,678 people have written so far, and share your own experience. The Itinerary was Huge for twelve days. First, Audley did not have us fly in a day ahead so that if any of the 4 flights to our initial destination was delayed, then we had a cushion. Audley Travel responded to this review on 16 Jan 2018: Thank you for your feedback, we are pleased to have now spoken with you in detail and refunded you for the excursion that sadly did not take place. Faultless. If you would like to discuss any of these points further please do contact us. As we were away for five weeks we decided to book business class for all flights to enhance our luggage allowance. I have shared your comments with Harriet and her manager, it's great to hear Harriet created the perfect trip for you and your family and we look forward to you travelling with us again soon. We will definitely boojk through them again. We had hoped to go to Japan, cancelled, Cambodia, cancelled, then St Lucia, cancelled. We currently have an ongoing project on our documentation and your feedback is very important to us, therefore I have asked a manager from our New Zealand team to reach out to you to discuss all your feedback in more detail. We turned up in Madagascar fully prepared for every eventuality! We have been to South Africa, as well as to several other countries in Africa over the years but this trip was so well organized, and enabled us to really soak in all that the people, culture, landscape, and animals were offering us. These are simply terrific people: competent, careful, creative, awesome. The agent assigned to us for the most part put together a good itinerary with a few notable exceptions: 1) he failed to inform us that each of our planned excursions from the hotel averaged 11/2 travel hours or more in each direction 2) he didn’t make the effort to secure requested seating on flights and 3) made multitlple clearical mistakes in the intinerary. Audley's documents are really bad, and this is s systemic issue. Thanks so much Audley for everything, and especially to Ellen. We started our adventure in Cape Town, then made our way through the wine country (Stellenbosch and Franschhoek), and on to Swellendam, Oudtshoorn, Knysna, Plettenberg Bay, and finished off the southern itinerary on safari in East Cape. In this case, it sounds like perhaps the services we offer were not a … Throughout Audley's Australia specialist team have been first class in initiallyproviding a wonderful itinerary, and then in their flexibility in making changes caused by the pandemic.They have lived up to the five star experience we have enjoyed when travelling in recent years to India and self driving in Namibia with them. It was the special family holiday we hoped for and which far exceeded our expectations. DO NOT USE AUDLEY TRAVEL, it is a rip off!! We had an amazing trip organized and executed by the Audley team through out South Africa. Very professional and friendly.My specialists name was Amber. As an aside from people we met traveling with other operators only Audley used Jet Airways for the international flights as they cost far less to them than BA, Emirates or Virgin. I am a Virtuoso Travel Agent in the US and have used Audley Tours for my clients traveling to Africa and Asia.This has been a challenging time for all of us in the travel business.I find that far to often people have a tendency to complain about a unfortunate situation but rarely write to express gratitude.I have clients that were taking their honeymoon with Audley to South Africa and like many had to cancel their trip due to Covid. Read employee reviews and ratings on Glassdoor to decide if Audley Travel is right for you. In times of uncertainty, it is more important than ever to travel with trustworthy companies. The fact one is able to talk to country specialists is key to ensuring a trip that will exceed expectations because they listen to what your needs are. Due to the pandemic this did not happen.All our experience with Audley has been excellent both booking, on holiday and in the case of 2020 cancelling. At the end of the day Audley produces nice brochures, costs average hotels in to the quote and the client then upgrades which pushes up the cost. We did a two week trip of Southern Madagascar visiting mainly National parks to see the Chameleons and Lemurs and other extraordinary wildlife then we relaxed for a week in Mauritius. They are true professionals and a pleasure to deal with! We had an amazing trip organized and executed by the Audley team through out South Africa. Audley Travel responded to this review on 23 Jan 2020: We are so sorry that you didn't find the value in our service. Of course at the airport we discovered business class was available and upgraded ourselves. I understand a manager has been in contact with you to discuss your experience thoroughly. This was the second holiday we had planned with Audley, having had such a positive experience the first time. We then headed back to Cape Town for some beach time in Clifton/Camps Bay, and some amazing food, before flying home. We have used the services of Audley Travel three times and were due to go to Malaysia in July 2021. This was an expensive trip for what I received. With nio idea of where to go but a vague idea of the type of family holiday we wanted, Audley took the time to talk to me in detail about what each family member would like to experience and then came up with a tailor-made itinerary combining city (Kuching), wildlife (jungle) and luxury beach resort in Borneo.. Every little detail was thought through and taken care of by Audley; airline e-tickets, private transfers, private trips to amazing places and stunningly-located villa suites on the beautiful Gaya Island resort. They have taken my list of wishes and created a perfect experience. The service and attention to detail is outstanding. I got a quote from Audley Travel and whilst I was delighted with the knowledge and efforts of their tour specialist the quoted price turned out to be very expensive. The hotels were perfectly picked to maximise our time. Simply Incredible! As ever in life, one usually gets what one pays for, so if it is the trip of a lifetime that needs organising, leave it to these guys. Japan was hit or miss, but Vietnam was great. Audley's experience of working with customers in designing a custom trip that suits them best AND arranging all of the details so that everything goes as planned is amazing! A highly professional, slick operation and I'm already recommending Audley Travel to everyone I know who enjoys travel. At Audley Travel Group Limited ("Audley") we are committed to protecting and respecting your privacy, whilst striving to provide the very best user experience. Please enter your username and password to logon to the member pages. Despite everything that has happened with COVID, they have kept me regularly informed and well looked after. This was a three train, two bus trip each way. Realising that this was quite a complex booking we were tolerent of errors which our specialist made during the booking process. Nick has 8 jobs listed on their profile. Japan was poorly organized. Japan was hit or miss, but Vietnam was great. Can’t recommend highly enough. We are so pleased to hear you enjoyed each and every element of your trip and would like to thank you for recommending us to your friends and family. A couple of guides did give us the name of other tour operators who they felt were superior. Given their client profile, tours booked through them are generally more expensive than average. Dear Mrs StephensThank you for leaving your review. All the locals employed by Audley were professional, helpful and fully engaged in their work and made us comfortable and happy along the way. The destination is great. Understandably 2021 came around and the phone call was received to cancel the trip. We then headed back to Cape Town for some beach time in Clifton/Camps Bay, and some amazing food, before flying home. It was full of useless information, but lacking in facts that I needed. It is the fault of the Audley process as a whole. Please read … Audley Travel has 5 stars! By clicking the box above, you agree that a cookie will be placed in your browser to retain your login detailsForgotten password? As a point of information, both my husband and I are PhDs and we are comfortable dealing with complex information. Great Company, great knowledge & superb customer service. There is no question we will be using Audley again when travel begins again. We had an amazing trip organized and executed by the Audley team through out South Africa. Thank you so much for all you have done. The trips with out exception superb and the travel arrangements spot on to ensure that this was really a fantastic experience. The care I have been given by Tessa and Chloe is second to none. She will explain the complaints procedure to you and will make sure … This added to the stress. 244 Audley Travel reviews. See the complete profile on LinkedIn and discover Nick’s connections and jobs at similar companies. At this time Audley is saying they only have to refund my deposit of $6,200.00 and issue the rest as a travel credit. Initially booked for 2020, once COVID-19 seriously kicked in, they were quick to cancel our first holiday and offer us a number of options, delay, change, refund. Thank you for your review it's great to read you had a fabulous trip, and one which you will remember for a long time! No travel agency gets credit for a great destination (no travel agency created the beauty of New Zealand or Australia). Glassdoor has 275 Audley Travel reviews submitted anonymously by Audley Travel employees. Nothing is too much, all our requests were accommodated. In this case, it sounds like perhaps the services we offer were not a great fit for you as an independent and experienced traveler. A free inside look at company reviews and salaries posted anonymously by employees. Critical information about hotels or transportation for example was spread out over multiple documents. If we thought there was an imminent risk we would of course use alternative airlines, but the cost saving for using Jet Airways is passed directly to our clients, with Jet Airways business class flights being on a par with British Airways. Reviews from Audley Travel employees about Audley Travel culture, salaries, benefits, work-life balance, management, job security, and more. Particularly love the book of our itinerary, a lovely keepsake. The Audley team was very professional and always ready to assist. Their planning was meticulous, based on expert knowledge and the flexibility to give us exactly what we wanted, while at the same time using their expertise to guide us in our choices.The selected accommodation was excellent; the local guides provided for us were knowledgeable, interesting and very helpful; the transport arrangements were impeccable (we travelled south to north).We were in Vietnam at the time Covid 19 was showing itself as a pandemic and Audley moved very quickly to bring us back a few days early to avoid being caught by a local lockdown (the Vietnamese government locked down the country 6 hours after we flew out).Audley's follow-up treatment was excellent and that included a willingness to credit us with the value of the unused portion of the holiday if our insurance company refused to pay out for curtailment. We look forward to booking with Audley again in the near future. We will be using their ... Just returned from a 6week tour of Australia and Singapore. Just returned from a 6week tour of Australia and Singapore. As mentioned above, after speaking with a manger we understand that perhaps what we do as a company isn’t right for your needs as a traveler. Will use Audley again when we need good advice and travel help. Very rare for anything to complain about but if there is, it is always followed up and dealt with swiftly. Audley Travel is one of the world's leading tailor-made travel businesses with operations in the UK and North America. The trips with out exception superb and the travel arrangements spot on to ensure that this was really a fantastic experience. And with an impressive customer score and excellent star ratings across the board, it isn’t overstating its abilities. Audley Insurance Company Sdn Bhd (AIC), a 99.9% owned subsidiary of Brunei Investment Agency (BIA), is a registered general insurance company in Brunei. The Itinerary was Huge for twelve days. I can highly recommend audley. They have also been very flexible with money; delaying final payments, offering free postponements and a refund if I wanted. 24 Audley Travel reviews. Thank You Hayley for an excellent trip, we will remember it for a long time to come. After one week the original arrangement was put back in place. They came up with some great ideas and gave detailed plans for each day so I could imagine almost exactly how it would be.Quick to respond to questions and requests. We visited Bangkok, Chiang Mai and Phuket. At one of the hotels Audley uses, the person at the desk who was helping me with a very confusing Audley-booked excursion mentioned that about half the Audley clients had problems. We will be using their services again. Our complaints system meets national criteria. His research during the 1960s … We hope that they make it through this tough time because I don’t doubt that more then a few people will be looking forward to being able to travel again.Audley, and specifically our contact there from day one, Rob Brown, thank you for your work and we look forward to planning and going on holiday with you at some point. The quality of my planned trip is excellent, I feel safe and secure that I have a great itinerary and also should anything unexpected happen on my trip I feel confident that I will be looked after, extremely reassuring for myself and family. Our Audley Travel experience was reflective of quality, integrity and professional service. We look forward to booking with Audley again in the future. A wonderfully friendly country and a fabulous hotel with gorgeous pools and beach. A free inside look at company reviews and salaries posted anonymously by employees. This was a three train, two bus trip each way. We are so sorry that you didn't find the value in our service. I have already recommended Audley to several people, and know that when we plan a trip again we will be in perfect hands with Audley. In addition, it is extremely difficult to follow the directions Audley includes in their travel packet: key information is buried in non-essential information about the area, you have to flip back and forth in their book to find where you are supposed to be when. Audley Travel is a member of the Association of Independent Tour Operators. After a year of talking to Ellen, I felt she had become a friend as well..for example when the pandemic kicked off and I broke down on the phone with the stress of it all she was so kind and showed so much empathy. The hotel in Mauritius was lovely and fulfilled all our requirements thanks to the Audley staff ensuring we made the best choice. The mistakes are well documented by email. We have used Audley for almost 20 years for holidays that present more of a challenge for parts of Asia, the Indian subcontinent and Africa in particular. I will report back once I have been on the trip - I can’t wait! Cons Company is sadly losing its vision and it’s USP. Dear Andrew, thank you so much for your comments and I am happy to read overall you had good time in Thailand. Thank you. This was two days wasted of a twelve day trip. The standard of hotels and food available in every location was outstanding - better than I could have hoped for in a country as poor as Madagascar. Waited a year to see if things would settle down, but decided too much risk to go thru with it. There was never any pressure to roll the holiday forward again, all options were very clear, and we have been refunded in full. | Read 201-220 Reviews out of 2,610 www.audleytravel.com Realising that this was quite a complex booking we were tolerent of errors which our specialist made during the booking process. This time around we opted for a refund as who knows when the new normal might arrive or what it will be like. While everyone who wanted a refund was offered one, customers were asked to wait much longer than the stipulated 14 days. Audley travel's non-itemized invoicing is deceiving in my opinion and many travel insurance company such as mine will not accept such an invoice. Several hotels stated that we did not have full board where it had been arranged in Bhutan but we sorted this out locally. Check out what 2,793 people have written so far, and share your own experience. We would not use Audley again under any circumstances. In fact the first flight was delayed. Hayley Ryan was our tour adviser. Thank you for having an open conversation with us about your experience. To contact the Association, visit www.aito.com or call 020 8744 9280. We chose Audley Travel through their Brochure which promised bespoke holidays. The pandemic has created so may difficulties for travel companies but specifically, Audley have truly excelled in the way they handled a refund credit note for a major trip booked to S America last Spring. Audley Travel are up there with the best in the business. This was our first time using Audley and we were not disappointed. Witney & London, UK | Boston, MA USA Answer 81 of 209: Hi Has anyone used this agent before Audley Travel (audleytravel.com)? We have dealt with many Audley specialists over the years but I would single out Lauren and Chloe who managed our major disappointment at not being able to travel to S America due to Covid so well. My wife and I have traveled with AudleyTravel on Safari to Tanzania and to South America (Galapagos) during the past couple of years. Audley travel's non-itemized invoicing is deceiving in my opinion and many travel insurance company such as mine will not accept such an invoice. Audley does not in my experience. So we will be back, maybe not this year, but next. Hi Catherine, thank you so much for your review I'm so pleased you had a lovely Christmas and New Year with your family, in Vietnam. Audley Travel organised the most efficient and perfect tailor made itinerary for our family Christmas-NewYear holiday to discover a most inspiring Country and People. We hope to hear from you again when you're ready to start planning your next adventure! In Japan, I was sent to a Ryokan in Hakone for fifteen hours. Thank you so much for your lovely feedback surrounding your experience with Audley, both from our UK office and our partners in Madagascar and Mauritius. I wanted to book an exciting trip to Costa Rica and after doing a lot of research I decided to use Audley Travel and have been extremely happy with my decision. I recently signed up for a holiday to South America and was a last minute addition to the tour of 7 of us. The whole process was very stressful for what was a very expensive tour. The toy train also has a first class carriage which again we were told was economy only so we were squashed into a cramped carriage whilst the first class carriage was only half full. Our specialist seemed unaware of this. We have just returned from a First Class holiday to Vietnam organised by Audley Travel. Like many thousands of others our 'holiday of a lifetime' was cancelled at the last minute due to the pandemic. On our tour we met a number of people who were travelling with Cox and King who were very happy with their choice. We very much look forward to arranging your next adventure. Audley Travel are the industry masters in my view. After a friends recommendation we got in touch with Audley in 2019 and planned out an amazing trip to Thailand. Thank you for leaving such a wonderful review of your vacation in South Africa. We then discovered Audley Travel & their Canada specialist Lauren! I have also planned my own trips. She organised a wonderful holiday for us with fantastic hotels and tours nothing was too much bother for her. This was two days wasted of a twelve day trip. Audley Travel has 5 stars! From the planning through to the end of the trip Audley Travel was excellent. We could have spent many hours combing through guidebooks and websites to come up with a trip, and have done that with other destinations. Did Audley Travel refund customers during coronavirus? Understanding and empathy gives one total reassurance that you are dealing with a company that really cares about its customers. When we asked for a refund they gave it without any hassle. We have been to South Africa, as well as to several other countries in Africa over the years but this trip was so well organized, and enabled us to really soak in all that the people, culture, landscape, and animals were offering us. The trip has had to be postponed twice now due to cancer and then Corona Virus and is now booked for 2022 and they have rebooked it all both times with the same enthusiasm and no extra fees. Asked about trecking holiday in Nepal. Due to Covid we have had to postpone our holiday of a lifetime trip to Australia from March 2021 to March 2022. View Nick Longman’s profile on LinkedIn, the world’s largest professional community. They GRACIOUSLY agreed to violate their own refund policy and even though they'd spent four figures to get us numerous reservations, the co. ate that loss and agreed to a FULL refund of the $11K we'd put down for the trip. We had a bespoke tour with private driver and guide in Madagascar and stayed a few nights at each location. Audley Travel has 5 stars! Grandson and I planned a grand 12-day trip to see the Pyramids and Petra in March '20... then Covid hit. In other words, it is not the fault of one bad travel agent at Audley. It did not prove necessary but that in no way detracts from Audley's attitude.Audley's staff were expert, unfailingly friendly and always helpfulWe will have no hesitation in travelling with Audley again as soon as circumstances permit.

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