Directline Holidays www.directline-holidays.co.uk

We booked a weeks holiday at Oasis Dunas in Fueretentura last October we were promised luxury I think not,the accommodation was disgusting, when walking on the tiled bathroom floor liquid was seeping through the tiles, there was brown liquid coming out the shower head doors were hanging off stained bedding it was a Hell Hole we complained to reception but they had no other rooms available we ended up paying near £800 for another hotel!! We tried several times to contact Directiline Holidays whilst abroad but no one answered the phone, when got home we tried several times to call but again no answer from there overstretched customer service team!! Eventually after emailing them the said they would look into the matter, after chasing them with several more emails and eventually speaking to someone we were told by email that we never provided proof of the calls we made and never followed there non existing procedure and speak to the hotel directly they had the cheek to say they would gladly assist in our future holiday bookings, what a cheek, I would have no hesitation on grading them lower than Sharks poo in the customer service department, my advise stay well clear

This company has got to be the worst company I have ever had contact with. We booked our holiday for tenernife but within a couple of days unforseen circumstances meant that we had to cancel our holiday. We did everything that was asked of us & were told there would be no more money due. Now 3weeks later I have found out that £165 has been taken from my bank account. To say that I'm angry is an understatement. I will never be booking anything with this company again.

This holiday was nothing like the pictures on the holiday photos it was of different areas of the region I thought there was a beach near us there was not well there was but you had to walk down a very steep road and when you got there it was all rocks we had to use taxi every where and the hotel was suppose to be a 4. star and I think it was a 2 star I would never go back to this hotel again we paid more for being half board than people being all inclusive

They told me that my final payment will automatically be taken from the credit/debit card used to pay the deposit. WRONG! I had a reminder at the last minute demanding that I arrange payment personally before the final date.I was also told that all Jet2.com flights are check in on line only but they booked me as an airport check in, which I did not ask for or want, and charged me £73 for the privilege.Hotel bookings, transport and flights are arranged through a myriad of sub contracts and are never quite what they seem. KEEP CLEAR of this company

I arrived at Malta Airport with my wife. We searched in vain for nearly an hour for our transfer bus. It was nowhere to be found. Eventually I contacted the Tourist Information Office who rang the emergency contact telephone number for me. They were told that there was no booking for transport in my name. The tourist information clerk advised me to see if I was booked with the other transfer company in the Airport Terminal. I went to them and they looked at my transfer voucher issued by Directline Holidays and said that it was not one of theirs. They then rang the emergency contact number for me again. This time they were told by the company that should have provided the transport that they had now found a provisional booking in my name but it had never been confirmed. They refused to send a vehicle to take us to our Hotel as they had not been paid by Directline Holidays. We had to arrange our own transfer to our Hotel with another company and pay cash for our fare. It was four hours of wasted time before we eventually arrived at the Hotel. All this time we were uncertain if we actually had a booking at the Hotel. It was a very stressful start to what should have been a relaxing Holiday.I contacted Directline Holidays and complained when I got home. They admitted failure on their behalf and confirmed that the booking had not been made. They offered to refund the cost of the hotel transfer fare and as a goodwill gesture they offered my wife and myself £1-20p each in way of compensation for the four hours of stress we had endured. I regarded this as an insult and turned it down. I have spent the last six weeks trying to get a reasonable compensation figure from them but they refuse to make any offer.I intend to sue them for breach of contract in the small claims court. Beware of dealing with this company as I found it to be totally ruthless and without any morals.

I had to re-book with them, they told me to choose from the Olympic website, and they would book it.

Their quote was £4,698, the same booking direct with Olympic was £2,898.

60% MORE EXPENSIVE!

I had to re-book with them, they told me to choose from the Olympic website, and they would book it.

Their quote was £4,698, the same booking direct with Olympic was £2,898.

60% MORE EXPENSIVE!

I was sold by BROADWAY AND DIRECTLINE Holidays. What was supposed to be a dream holiday in a luxury hotel turned out to be the worst holiday I ever experienced on my life. I have worked in the travel industry and traveled all my life across the globe and stayed at 5 star accommodations before from Vegas to Dubai and never seen any dump in my life as this Hersonisis Palace hotel in Crete. I was horrified when I arrived at the hotel from hell. When I arrived at the hotel, it was merely a 2 star standard or below and had to pay for drinks and entertainment and the all inclusive was a lie. The bar start charging for drinks after 11 and coffee and water bottles were chargeable and even Greek night was chargeable and one has to pay for almost everything there

I'm am so angry at directline holidays, we were due to travel on July the 9th to Gran Canaria, have booked with directline before and had no issues, this time however, is a different story! We booked way back in December, and thought nothing of it, we kept paying in monthly instalments, we have to date paid £600.00, last week I found out I am pregnant, and we realised we would have to cancel the holiday (I will be 30+ weeks by then! we found out very late) I tried to call and cancel 3 times, and could not get through to speak to an operator! I sent 5 separate emails to try and cancel my booking ASAP, I read on the terms and conditions and, according to them, we would be refunded all of the money we paid, minus the £100.00 deposit, which is fine by us. I received an email today, after 6 days of phone calls and emails, saying that they would not refund any of the money paid, they would be keeping all £600 of it!! I have since sent 2 emails and been on hold for 1 hour 45 minutes waiting to get through on the phone to sort this out!! No answer. We made the booking thinking we wouldn't have never have a reason to cancel, of course, so I would advise all customers to be aware of this! No one sets out to book a holiday and then cancel it, but if you have to for whatever reason, there is no chance of you getting money back, or speaking to anyone! I can only assume they are leaving it as late as possible to get back to us, so that they can justify keeping all of our money because it will be 'short notice' very angry!!

We booked a holiday to Cyprus with Direct Line in 2013. Two days prior to departure, Direct Line called us and said that our Aegean Airlines 'direct' flight from Gatwick to Larnaca had been cancelled. They offered us the option of flying indirect via Athens which meant the total travel time was almost 24 hours. We refused. We had not booked a year in advance to travel indirect. After refusing, we were offered Easyjet flights at the additional cost of £200. We had no option but to pay it or lose our holiday. Our hands were tied. This put a real dampner on our holiday as the £200 came out of our holiday spending money. I contacted Direct Line, ATOL and ABTA about this and there was nothing anyone could do to refund us our loss. I would NEVER book a holiday through Direct Line again. Be very weary if you think you are booking with a travel agent. The first clue to be aware of is if the agent books the flight and hotel separately. Direct Line are merely 'organisers' - please see their Terms and Conditions under the heading 'Our Responsibilities to you in respect of Package Holidays' - Point 1. Basically, this means that they are not responsible for issues with the flight or the hotel. If I had known this in the first place, I would have booked the flight and hotel myself.