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Friday, October 03, 2008

Sandals Travel Sucks

So we are not in Antigua.

We might not be tonight.

Sandals booked our flight an hour after our connection was to leave. Without a time machine we were screwed.

Then things got bad. And weird. American Air was a champ. Karen V and your supervisor? Angels. Thanks again. After much work we were at least booked for the next day.

Then they noticed someone booked a local Carribean flght. American has no connection with them so they couldn't do much more than tell us it was there.

Mind you - if they hadn't ... nobody would have.

So we fly to San Juan and head to Liat, the local carrier, to see what is up. They are pretty much as surprised as we are to our predicament.

But we are booked.

It will just cost us $300.

I call Sandals Antigua. I get forwarded to what think was the front desk. This happened this morning too. And nobody picked up. This time nobody picked up.

So I call back. Last I called back I got into a debate which almost certainly sparked our odd booking.

This time I am almost certain someone hung up on me.

So I called the 800 number and got angry with one person and then the next and then a supervisor. At one point I was on hold for not one, not two but four Marley songs.

In the end I was told it was my fault.

All my fault.

Because in June and I think April I got emails that notified me of my schedule change. Apparently without calling them - and I kid you not - they aren't even aware it is happening.

Tip to Sandals: if you are going to send a blind email that will require me to say use a time machine to keep my schedule ... IT SHOULD SAY TIME MACHINE IN THE SUBJECT. That will get my attention.

But what if I had changed emails.

Or as The Girl pointed out - I was blind.

So far today I've disappointed, left on hold, left to a ringing phone, hung up on and ultimately blamed. A fine statement to the true nature of Sandals.

The highest name at Sandals I got was Yoni Epstein. Yoni: your service sucks. This entire setup sucks. And to pay what we have paid Sandals over two holidays and to be treated to and blamed for a $300 scenario is dangerously stupid.

I build software for a living, Yoni Epstein, and I can tell you were I truly responsible for this situation I would have been fired.

And anyone who thinks "blame the customer" is sound policy should be as well.

I haven't even made it to the resort and I can tell you we will never ever do Sandals again. And we don't recommend it to anyone else.

The Girl is opting to pay Liat and just get to beach drinks sooner. I'm inclined to agree as they are probably our best remedy for now.

Sent from my iPhoneIn San Juan

Also, Sandals Sucks Part Two!


Thomas said...

If it makes you feel any better, I, too, am not in Antigua.

Josh said...


It does ;(

Sorry fir bad formatting peeps - fix it stateside

Unknown said...

Remind me never to let you book my travel.

Josh said...

technically if we had booked it - we would have been fine

Josh said...

Just as an update - our flight home was just as nightmarish. More to come.

So in retrospect, Thomas, you might have been better off not in Antigua ;)