Nov 10, 2024 12:28 AM
31 Views
Recently travelled to Dubai with them. Thought my review would help others take a better decision
Booking Experience: Trip Factory uses a standard template, requiring several exchanges to reach a customised itinerary. I ended up doing most of the planning myself—researching destinations and best times to visit, and only then adjusting the plan. My experience with booking was neutral and offered little added value.
Pre-Trip Communication: The day before the trip, a representative called to review our itinerary and created a Telegram group with 28 tf employees, explaining it would serve as our support channel. Initially, this felt promising, but it quickly turned into a one-way communication channel with unresponsive and often impolite replies.
Day 1:
Our flight landed early in Dubai. We were greeted by a tour coordinator, whom we didn’t see again. Upon reaching the hotel around 11:30 a.m., we learned our check-in was at 2:00 p.m. Since Trip Factory arranged our flight and hotel bookings, I expected them to secure an early check-in, given they knew our arrival time. Instead, we were asked to wait in the lobby until I arranged it myself with the hotel. This initial experience was disappointing.
In the evening, the driver picked us up for a cruise, which we enjoyed, making for a satisfying end to the first day.
Day 2:
The morning included a half-day city tour. I expected guidance on top places to visit, but the driver simply asked where we wanted to go. We requested a nearby site, which he later criticised as a waste of time. This lack of coordination was frustrating, as Trip Factory’s role seemed limited to booking a driver—a task I could have managed myself.
In the evening, we went on a desert safari. Though I had requested private transfers for flexibility, the operator booked a shared vehicle, saying a private one wasn’t possible. We were seated in the last row for the bumpy dune ride, resulting in neck and back pain. This was especially frustrating given our specific request for private arrangements.
Day 3:
This was the most challenging day. We visited the Dubai Frame, then went to Dubai Mall and Burj Khalifa. The driver dropped us at one entrance, instructing us to return there. However, after exiting through Burj Khalifa, we were 2km from the pick-up spot already tired. We requested the driver to meet us nearby, but he refused. After a 25-minute walk, we discovered he had already left. We ended up taking a taxi back to the hotel at our expense. When I checked the Telegram group, their response was impersonal, focused more on the refund that they thought we would ask than our experience. This lack of empathy was very frustrating.
Day 4:
By this time, we were used to managing details ourselves. Visits went smoothly, as we followed driver instructions closely to avoid further issues.
Day 5:
The day ended with more miscommunication. Though we were at the designated pickup point, the driver went elsewhere, insisting we meet him. When I refused, the tour operator curtly implied they would cancel our transfer without a refund if we didn’t comply. This lack of flexibility and poor customer service was exasperating.
Day 6:
By the last day, I chose to avoid further frustration by not engaging with the Telegram group. I exited the chat and completed the day’s plans independently, as their tone and service had proven unhelpful.
Conclusion:
Trip Factory’s role was minimal beyond basic bookings for flights, accommodations, and cabs—tasks I could have easily handled myself. Their on-the-ground support lacked coordination, empathy, and flexibility, which are essential in a tour operator, especially for international travellers. If the service only involves arranging tickets and hotels, one might consider booking these online, using local taxis or Uber for transportation.
To Trip Factory: For a service to be called a tour operator, it should ensure smooth coordination, understand customer needs, and provide a seamless travel experience. Right now, it feels more like a booking service for a premium.
