Bury St Edmunds Better communication needed
- Our journey to City of London Airport (a first for us) on a Sunday went well until we reached the M25. We were early(by 30 mins) but as we were 20 mins away from CoLA we attempted to make contact via Cohen on the mobile no. provided on the email confirmation. The number provided was unobtainable despite trying for 15 - 20 mins and we were getting very close to the airport, we were starting to panic. My wife even phoned your help line and basically the lady knew nothing about our arrangements and advised us to keep trying the number provided. So NO HELP at all! At 1035 a.m. the number was tried again and was at last answered and we were told that the airport did not open until 11.00 a.m. and were advised to delay our arrival; not easy when there are very limited places to park at no cost, in fact we did not find a free car parking space. We found a hotel near the airport and paid £3 for 25 mins to delay our arrival. When we arrived at 11.00 a.m. in the short term car park we met with your member of staff and found him polite & courteous, the handover was seamless. We met with our friends in the airport and they had been there waiting since 10.30 a.m. so we not sure how they managed to enter the airport that was not open until 11.00 a.m. I feel annoyed that we could not make contact with your rep. until 10.35 a.m., not a good service!
On our arrival back to the UK, we phoned the mobile number and was advised by your representative that he would be with us in about 5 - 10 mins, he actually arrived in 2 - 3 mins and again was polite, courteous and the handover was excellent and efficient.
Until I can be reassured that a contact number is available at all times then I will not be using Cohen again. The lack of contact was extremely stressful and created a strained atmosphere prior to flying on a holiday, not the start you need for a 'relaxing' time away.
Published on: 20 November 2017
Greet & Go by Cohen