Jun 14, 2023 06:14 PM
1052 Views
Bitter, not worth paying premium, not delivering what was committed, poor coordination and non-trustworthy.
We had engaged Thrillophila to plan and book tour of Spiti Valley in Apr-23 for 10 days/ 9 nights. We were group of 4 people and had customised our tour with a private vehicle ex-Chandigarh. Though, as a destination, we thoroughly enjoyed this tour for natural beauty of mountains, snow, rivers and all varied landscape of Himalaya, the experience with Thrillophila team was bitter.
Following are some of the points where Thrillophila did not deliver as per their promises and reputation:
- Lack of communication between booking team/operation team/tour operator- Thrillophila is only a booking platform and they subcontracted the entire program to a third party tour operator. There was clear lack of communication/coordination between the booking team, operation team and tour operator due to which we faced multiple issues.
Whatever was discussed and agreed with booking team had to be reconfirmed with the operation team and tour operator again as they were not informed of the commitment made by booking team. Many of verbal commitments made by both were not confirmed on mail which resulted in multiple issues.
- Not informing customer about change in room category while changing the listed Hotel- This happened for Hotel in Kaza. Though the consent was asked about the change in Hotel, it was never mentioned that room category would be degraded.
- False commitment by operation team about vehicle- It was promised that the vehicle will have oxygen bottle/first aid kit for emergency and will be sanitised. However, the vehicle provided did not have oxygen or first aid and was not sanitised.
- False commitment by operation team about driver- We were on time and again assured by operation team that they will hand pick a driver, known to them. However, the driver and the agency assigned were altogether a new one and they had no relationship or work experience with Thrillophila.
- Not providing room category as promised in 3 out of 9 nights- Though it was very clearly discussed and confirmed in the formal Hotel vouchers, lower room category was offered than what was committed.
- Request for payment from service providers though 100% advance was paid- At 2 Hotels, we were asked to pay bill for accommodation. Also, the driver was not paid his dues till last day morning. This was despite collecting 100% advance. It was quite embarrassing.
- Unsatisfactory customer service post travel- We had raised an issue with their team for lower room category, however, it was closed arbitrarily and without reaching satisfactory resolution.
In summary, we had selected Thrillophila for its reputation for better travel experience/service even though their prices were much higher than competitors. However, experience with Thrillophila was bitter and was not worth paying premium.
