| Address: | Bangalore, Karnataka |
| Website: | www.thrillophilia.com |
This is a complaint to register Thrillophilia's profiteering from a natural disaster situation in Bali and not providing services charged for.
Before booking our trip with you, we were told that if the volcano erupts we would get a refund. The volcano did erupt in Bali before our travel from 6th-13th Dec.
The agency refused to refund and gave us the following options: 25% extra if we reschedule and 45% refund if we cancel. These extra charges were not demanded by operators on the ground and were just money making tactics of the agency.
Considering the options we decided to go ahead with the travel. Upon reaching there, we checked with both our hotel managements and as well as the on-ground service provider. Each of whom confirmed that they were giving a free reschedule unless changed to peak season dates, which we never intended to do.
So first and biggest grievance is that the company instead of being helpful in a natural calamity situation wanted to profit from us through 25% extra charge.
Second, despite confirming on mail about wanting to stay in Ubud first and then in Seminyak, on the last day the agent told us that wouldn't be possible. This was informed to him in written well before making the booking confirmation and yet he refused to follow it. After reaching Ubud we wanted to overstay a day there but we weren't left with that option.
Third, on phone it was confirmed that we would have the car and driver even on days when there was no itinerary but the day before travel refused to do so. When we requested they agreed but didn't inform the ground support so we didn't have the car when we needed it. We had to use local cabs on several occasions despite paying for it in the package.
Fourth, the ground staff booked wasn't paid till we reached there. We were told that we wouldn't get the services if they didn't receive the money till the next day. This is after making full payment one month in advance. The ground staff was very inflexible. We fell ill on 2 days but they refused to switch the itinerary and any small changes suggested were unacceptable.
Below is the link to TripAdvisor page on Thrillophilia's reviews. The mistake we made is that we didn't read their bad reviews earlier else would have never booked with them.
https://www.google.ae/url?sa=t&source=web&rct=j&url=https://www.tripadvisor.com/...⇄
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