Hi folks, looking for some advice in regards to a First Choice Complaint.

Heres the letter sent to First Choice, sorry its so long!!
We flew from glasgow - pafos. Stayed in Ascos Beach Hotel, Coral Bay, Cyprus and it was for 1 week.

"I am writing on behalf of my husband and I regarding our recent trip to Cyprus for our delayed honeymoon.

My husband and I pushed the boat out to make this holiday perfect due to our original honeymoon being canceled after I broke my leg a few weeks before our wedding. We added many costly extras onto our holiday and planned everything well in advance.

Returning on the 23rd August, we both are extremely upset, angry and frustrated at the quality and service during our holiday. Below I have listed in order our complaints, which later will be detailed.

"¢ No choice of TV Channels on flight, unlike stated in misleading brochure
"¢ TV screen persisted to turn off and pop up and down all way threw the flight
"¢ No wheelchair waiting at Pafos like requested.
"¢ Room not suitable for disabled person and hotel not notified of my disability
"¢ Room given was not up to standards we paid for
"¢ Champagne ordered for room turned out to be sparkling wine
"¢ Could not get in touch with the Rep when in need of directions to a hospital
"¢ First Choice emergency contact office didn't know anything about hospitals in Pafos
"¢ Jacuzzi was in order one day of the whole week
"¢ All pool ladders were loose and unsafe to use
"¢ Food was recycled, cheese and ham was in breakfast, packed lunches, lunch and dinner meals.
"¢ The in resort entertainment reps begged people for ticks in the excellent boxes and complained about low pay
"¢ Outbound at the airport, no wheelchairs, told by rep had to just stand in the cue like everyone else.
"¢ No first choice reps available to assist with pre-boarding after passport checks, boarded onto the plane last and told to walk to the bus etc

No Choice of TV Channels on flight unlike misleading brochure
"You're Choice" Brochures all show individual screens and your choice of channels & movies, when in fact the very small screen is shared between four-five rows of seats and there is no choice at all, except wether to have your earphones on or not! The films were also not very suitable for young children, and its not possible to stop them watching.

TV Screen persisted to turn off and pop up and down all way threw the flight
Very annoying when you have just paid £2.50 each for a screen that wont work properly and movies & T.V. channels that are not your choice after all.

No wheelchair waiting at Pafos like requested
Flight attendants were notified that I would need disabled assistance as I could not walk he stairs after such a long flight, I was assured it was all sorted. But when I approached the exit of the plane, no wheelchair was there and I was asked to exit the plane using the stairs, assured that there would be a wheelchair at the other end after we got off the bus. There was no-one at the other end, never mind a chair. After walking the same distance as all the other able bodied passengers, we eventually found a wheelchair ourselves.

Room not suitable for disabled person and hotel not notified of my disability.
In reception, the kind porter took one look at me and said our apartment was not suitable, and immediately changed it to a room itself, the only one available.

Room given was not up to standards we paid for
Our room was one of the smallest rooms in the hotel due to it being in the corner, and the sea views we paid extra for consisted of a foot, if that of sea view. The rooms were very tidy, clean and well furnished but not what we paid for.

Champagne ordered for room turned out to be sparkling wine
I paid £20.00 for Champagne to be in the apartment when we arrived, when we were finally put into the hotel room, there was nothing there. After a trip to reception they sent it up. On closer inspection the Champagne we had pre-booked and paid for turned out to be sparkling wine, which also turned out to be 8.00 CYP on the bar menu.

Could not get in touch with the Rep when in need of directions to a hospital,
First Choice emergency contact office didn't know anything about hospitals in Pafos.

Due to my Bone disorder I require crutches to get around. On the second day of our holiday the rubber stopper on the bottom of them came threw meaning I could not walk on them, and when I needed too it was very slippery and dangerous. We also had our travelers cheque card swallowed at an ATM and had no other money with us, when we phoned them they arranged an instant western union payment and gave us addresses of where we could pick it up. At reception we asked if they could suggest a place we could purchase crutches or a local hospital and also where the addresses we had been given were, to which they replied we would have to ask our rep for that as they are not allowed to recommend anywhere. We tried visiting his desk all that day and eventually phoned him to ask where we could see a doctor or go to a hospital as I was unable to walk a few yards and we had no money at all. He told us he "didn't know nothing about Pafos" as he "had only been there three weeks" and told us to ask reception! We had a look on the emergency contacts on the first choice card given to us on the transfer and phoned the emergency number and asked them. They told us they are in Limmasol and know nothing about Pafos, I've to ask my rep or reception!

In the end we walked to pharmacy and they gave us directions to a crutch/mobility shop who would sell them, we then used my husband's emergency credit card and traveled to Pafos in search of the mobility shop and a bank taking western union payments. It took us a whole day out of our holiday just to find both, with no help at all from our 'trusty' rep, who we eventually found out is called *****.

Jacuzzi was in order one day of the whole week
The hotel was very beautiful, but the Jacuzzi was in order one day we were there and people who had been there two-three weeks said 'its never in order'. It does not take three weeks to sort a Jacuzzi.

All pool ladders were loose and unsafe to use
My husband is a safety diver and health and safety assessor for the Royal Navy, and he was appauled at the condition of the pool and its surrounding area. All pool ladders (including indoor) were loose and unsafe to use when climbing in and out of the pool, the pool drains were broken and lethal if stepped upon, the pool itself was very slippery and many people (including the frail) slipped on the steps leading into the shallow end of the pool. Letting such repairs run longer than a few days never mind a week or maybe more is not acceptable for a four star hotel and not safe for its guests.

Food was recycled, cheese and ham was in breakfast, packed lunches, lunch and dinner meals
The meals were tasty and there were many nice things on the menu, it was presented well and the staff in the restaurant were very polite and helpful. But a lot of the food was recycled, and it was repeated a lot even in the week we were there. We knew what we were going to have before we left the hotel room! The food was not four star class!

The in resort entertainment reps begged people for "ticks in the excellent boxes" and complained about low pay
Four reps putting on dancing shows, comedy shows, casino nights and cash bingo. Pretty good considering it was only four of them, and they had some good talent. But it was completely ruined by cheeky comments about there low pay and begging us to tick the excellent boxes in our questionnaires. They would also ask who was leaving the next day, and after the show u would find them sitting at there tables asking if they have enjoyed themselves and will we be ticking the excellent boxes! Every night was the same thing"¦"we get such bad pay"¦remember to tick those excellent boxes!" Also waking us every morning, blaring through the microphone was today's events and more groveling.

Outbound at the airport, no wheelchairs, told by rep had to just stand in the cue like everyone else.
The transfer rep **** was advised on the bus that I required a wheelchair due to long cues expected at Pafos airport. When she couldn't find one, we told her I would need to be put straight threw then instead of waiting in the mile long cue that went outside the airport. She told us that wasn't possible and told me to sit on the seats and when my husband was at the front of the cue on the other side of the airport, to walk up. I was not prepared to be left alone, separated from my husband in a strange country so we just forced our way to the front - no thanks to another helpful Rep.

No first choice reps available to assist with pre-boarding after passport checks, boarded onto the plane last and told to walk to the bus etc
*** told us "a first choice rep would be able to pre-board us onto the plane after the passport check area" and also help us find another wheelchair. But once through the passport checks there was no-one to be seen. We trawled the whole departure lounge looking for any staff and eventually found a lady who found us a seat and came back later with a wheelchair. She also found the First choice rep to arrange pre-booking. All went well after that, we were in the departure gate first and told we would be put straight on the plane so it would be easier for me to get to my seat, no fuss. The lounge started filling up and then the buses arrived, everyone was boarded onto the bus except us. Once the bus was full they wheeled me to the door and told me to get out the wheelchair and walk onto the bus and assured me there would be a wheelchair at the other side. The bus drove to the plane and I was told to get off, but there was no wheelchair. They then wanted me to stand on the cherry picker which would lift me to the plane door. I explained that I wouldn't be steady enough and that it was unsafe as there was no railings to hold onto. I was left standing there for 20 minutes as they waited on a bus, went back to the terminal, collected the wheelchair and brought it back so that I could get onto the cherry picker. I then had to climb over people to get into my seat and broke down into tears. Instead of having hassle free help onto the plane I was made to walk when I couldn't, made to stand when I was in pain and was humiliated by the treatment I received. Not one hostess from the plane came to see if everything was ok as I was standing outside it for 20 minutes.

The service we received from First Choice is one we will never forget. Our Belated Honeymoon and Anniversary Holiday was completely ruined solely by one tour operator who promised perfection. Most things we were told about the holiday and the service provided by First Choice was misleading, or untrue. We spent so much time and money making sure everything was perfect for our holiday, to receive a completely devastating week. As a tour operator, you are supposed to make your customer's package holidays the best it can be, and when the guest is disabled a little extra help is needed to ensure there holiday is enjoyed and remembered. We spent half of our holiday tracking down first choice reps and phoning emergency numbers who know nothing about hospitals. Its shocking, the whole holiday was a shambles.

First Choice are quick to take your money, but slow at providing the service. Ive Holidayed with much smaller, less expensive tour operators and received a much better service and far more enjoyable holiday. Putting my trust in First Choice on such a special occasion, was the worst thing I've ever done.

My husband and I have been completely let down by First Choice Holidays, what are you prepared to do to sort it?"

Our reasonably speedy reply was full of excuses and £100.00 voucher. I called them back and told them I did not think this was adequate, the lady on the phone was friendly and sympathetic and asked if I would prefer for the voucher to be changed to a cheque. I said I didnt not think that a Holiday costing £1,016 of which we were unhappy with 80% of it should be refunded with £100! She gave me the address of there regulator and said If im still unhappy I can take it further with them and see if they can offer me any more money as they only have authority to refund upto 25% of accomodation price.

Can anyone please let me know what minimum refund I can expect from this company so I dont get ripped off. Im livid with first choice, and really dont want to use another package holiday operator never mind first choice.

Thanks for listening, sorry its so lengthly! lol

Sharyn xxx

*Admin edit to remove staff names - Glynis*