Newhamtravel Avaliações 3

I wish that I had done some research on this Travel Agency before booking with them. We initially booked tickets for 5 to Uganda and sadly due to unforeseen circumstances, we had to cancel three tickets. We contacted them and requested cancellation (25th June) but no one replied to confirm that they had received the request and the agent was only communicating via their personal WhatsApp number which in hindsight should have been a red flag. 
I contacted them on Tuesday (16/7/24) they said they could not help me and asked me to send an email in with all my questions and they would reply to them. We sent them an email today (17/7/24) asking for an invoice showing a breakdown of the cost of the tickets, how much is owed and the amount that will be refunded but they simply ignored this and sent us a generic reply. These are just simple customer requests customers are allowed to ask for an invoice for a service that they have paid for. 
Secondly, they said that the cancellation fee is £245 which is fine we know that there will be a cancellation fee and we asked to see a copy of their Terms & Conditions stating this but they were unable to provide this. The lady on the phone that I spoke to on 16/7/24 said that they do not have this and do not provide this, another red flag.  So they can simply pick any number that they feel like charging you?? no policy to show??
Please make sure to ask for any fees, cancellation or otherwise before you make a booking because they do not tell you this upfront or make it clear (they should be) just get as much information as you can and know your rights before handing over money.
There was also a potential GDPR breach when the agent discussed our booking information with another person with the same surname, they have still not addressed this in our email to them.
Why is it so hard for them to provide simple customer service and clarify any questions or misunderstandings that a customer has? They were fast and very happy to take our money but when you need help or ask questions they ignore you. 
I wish I had looked at their Trustpilot reviews before even approaching them. I will update the outcome here so other customers know how they deal with this and so they can be well informed. 
Truly disappointing because I always try to support small businesses but this is why people go to big businesses because they cannot get away with this and they have policies that they have to follow and clear terms and conditions for customers to see. 

I do not want this to come across as angry, I am just very upset and disappointed by this experience and do not want others to have the same experience.  I will update you on the outcome 

******** UPDATE 19/JULY/2024 ****
This has sadly still not been resolved we have sent them several emails asking for clarification on ticket prices, terms & conditions and potential GDPR breach. They have refused to answer our questions all we wanted was an answer to our questions, clarification on terms and an apology for the GDPR breach but they had ignored this. We now have no choice but to report them to Trading Standards and ICO. Once again I write this review to warn any potential customers to please make sure to ask them all the questions regarding T&Cs etc before you hand over money. We will not wait to hear back regarding the complaints that we raise with trading standards and the ICO.

Also, I have just noticed that the previous reviewer also dealt with the same agent and had similar issues........

Update 8/Sep/2024
So we are sadly still waiting for the refund to be processed for the cancelled tickets. It has been past the 6-8 weeks that they said refunds take and it is just getting ridiculous now we even confirmed the account information for the refund.
Why do we have to constantly beg for a refund that is rightfully ours??!!!!

They probably want us to forget about the refund so they can keep the money but I will keep contacting them until they process the refund and also tell every single East African person I know not to use the service.
We reported them to Trading Standards and the ICO and hope that they will be investigated because this is not how to run a business or give a service.

I will update further on this ridiculous saga if I get a refund or if it gets worse ......

Newham travel sheikh Yusufu from Uganda is a scam. Stealing people’s money. I paid 1000 deposit and later told him I can not go give me back my money. And he is playing games with me. He only send me back my 100 pounds. And don’t not what to
Pick up his phone. Lying about his management that they will send me money in my account now is it’s about 2 weeks saying they same thing. Newham travel are criminals.

In November 2019, I bought a long-haul ticket to Tanzania from Newham Travel with SwissAir. In March 2020, Swiss Air cancelled a lot of their flights, mine included. Newham asked for a refund. I’ve been calling Newham every couple of weeks since then, and their reply is that Swiss Air is not doing any refunds yet.
In September 2020, I called Swiss Air. They said they could only refund to the travel agency. They said I should tell my agency to call their Trade line, give them my Reference number and they’d be given an allocation code for payment.

I emailed Newham, they didn’t reply, called them, and explained what Swiss Air said. They said they understood.
Called again a few weeks later, they said they understood. Since then, I have called Newham regularly, they say they have emailed Swiss Air about refunds for everybody. When I try to explain that that SwissAir said they have to call or email, and specifically ask for the refund in my name and reference number, they’d say they had already asked for refunds for everybody.

On 4th February 2021, I called Swiss Air again. Swiss Air gave me the same instructions again. I told them that my agency has been calling and emailing them since early last year. Swiss Air said they had no received no calls, or emails with reference to my ticket.

It appears that Newham asked for a generic refund of all the Swiss Air tickets in May, not March like they’d told me. And after that, despite what I told them Swiss Air had said, and despite telling me that they had emailed Swiss Air, they actually hadn’t done anything.

Swiss Air can’t pay me personally, and Newham Travel can’t be bothered to get in touch with them on my behalf, because ‘They had already asked for all the refunds’.