We arrived in Gibraltar to find that despite having written confirmations for both our airport transfers and hotel room, neither were aware of us. When we approached the company regarding this, the... Toon meer
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Overall my wife and I had an excellent weekend break in Gib. Did the cable car return trip to the top of the rock, Dolphin Adventures from Ocean Village and plenty of window shopping. Only downsides w... Toon meer
Bedrijf heeft geantwoord
British Airways cancelled the return flight due to wind. Easy Jet landed and departed on time 10 minutes before our schedule. We were 5 hours late in London including coach to Malaga. Not the first ti... Toon meer
Bedrijf heeft geantwoord
Excellent Company to deal with. First time visiting Gibraltar and glad we chose MyGibraltar as it was so easy and stress free. Hotel, flight and transfers were organised and at a very reasonable cos... Toon meer
Bedrijfsgegevens
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- ook in
- Aannemer
Geschreven door het bedrijf
UK’s number 1 specialist for Gibraltar Short breaks, city breaks, holidays, hotels, weddings and more. ATOL protected.
Contactgegevens
Lily House, 11-12 The Shrubberies, George Lane, London, E18 1BD, London, Verenigd Koninkrijk
- 0208 518 4181
- cc@mygibraltar.co.uk
- www.mygibraltar.co.uk
3,8
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763 reviews
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Stay home rather than booking with…
Stay home rather than booking with those.
Our return flights have been cancelled a month before we had to travel,British Airways let them know but they have done nothing about it and we found out the hard way because we could not board the plane.
They did not want to hear about it and did not arrange return flights for us so we had to pay to return home.
They are not members of any trade body because they scam people on an every day basis.
We have initiated court action but they will flip the company and open another,as it is not their first time doing so.
15 oktober 2021
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Silviu,
We are of course sorry that British Airways cancelled your return flight and for the inconvenience caused by this but as we have tried to explain to you, we were not notified of this.
As we also explained, we do request (on the e-ticket, booking confirmation and in our terms and conditions) that customers must reconfirm all flight arrangements at least 72 hours prior to departure. Clearly this did not happen in this case otherwise you would have been alerted to the fact that there was an issue with the flight.
Whether we are members of a trade body or not, our customers are fully protected as we hold an ATOL license. We certainly do not "scam people" as you put it as is testified by the reviews that we get on Trustpilot and our excellent rating.
This is a very unfortunate incident but as you can see from the above, there are two sides to every story and as much as we empathise with what happened, we have done nothing wrong on this occasion.
Kind regards,
Nick Clout
Customer Services Manager
The Fabulous Sunborn Gibraltar!
We have just heared great news that the Sunborn Gibraltar has re opened following Covid. This will be our 7th trip there and we love it there.
The ease of walking from the Airport to the Sunborn 15 minutes,no taxi required. We will be celebrating our Birthdays there and can't wait to see Sergio and all staff there.
Best of luck to Sunborn Gibraltar!
Brian & Wilma Macnamara.
8 mei 2021
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Brian and Wilma,
Thank you for your five star review, we really appreciate it.
Kind regards,
The My Gibraltar Team
Well done Shammika
Well done Shammika! You saved the day yet again! A delightful call, made all the more lovely by hearing a " Mini' Shammika in the background! :-) It's all down to the Great British Public and British Airways now for us two geriatrics to get our holiday in the Sunshine of Gibraltar!
4 maart 2021
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Edward,
Thanks for taking the time to post a review. It is good to hear that you were happy with the assistance received from Shammika and we look forward to being of service to you again soon.
Kind regards,
Customer Care Team
Thanks to my gibralter especially…
Thanks to my gibralter especially shammi after a shakie start shammi sorted the problem out straight away thanks thr rest of the holiday went brilliantly everything in place thanks shammi and my gibralter
20 december 2020
Review zonder uitnodiging
Never again with this company seems…
Never again with this company seems they take money off everyone who cancels(ect) or in our case advised not to fly and to rebook then charge you extra there is no good will gesture with My Gibraltar or Mr Clout customer services manager...yeah right, if you do have anything negative to say he will defend them regardless he blames everyone else, also not an ABTA member so anyone reading this review bare this in mind before handing any Payment over to this company! He will reply with an answer knowing we are not able to challenge his reply advice to others there are a lot of Better company's to book through which we have done for another trip.
26 oktober 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Tommy,
As I am sure you will recall from our extensive correspondence on the subject over recent months (I have personally replied to your emails on at least 22 occasions), the Covid-19 pandemic is an unprecedented event which has caused massive disruption to the travel industry on a scale never seen before.
As you will also know (from your own experience and our subsequent discussions), you were advised absolutely correctly at the time you were due to travel and you ultimately chose to rebook your holiday dates based upon the information available at that time. You maintain that you were forced into this but I can assure you that we have absolutely no powers to make anyone do anything that they would not want to do. You were charged the nominal fare difference of £57 which was our cost to do this. You have been treated fairly and with respect all the way along and we have responded to you on every occasion despite often having to go over ground that we had already covered.
Your more recent comments about ABTA membership are, I am afraid, a red herring and have no bearing whatsoever on this situation. As I have explained to you, ABTA is a) a paid membership organisation, b) entirely voluntary and c) has no statutory enforcement powers. Like many, many other agents, we choose not to take membership and our customers financial interests are protected through our ATOL license which offers real protection (license number 5092). In addition, we hold an IATA license and operate according to all industry standards and regulations. Indeed it is worth noting that since the onset of Covid-19 and ABTA's handling of the crisis, many agents have terminated their membership.
I know from our exchanges that you are unhappy with your decision to re-book given the very chaotic and fluid situation at that time, however, as I have said above, this was your choice and the ultimate responsibility for doing this must be yours.
Kind regards,
Nick Clout
Customer Services Manager
Covid dictated the cancellation and I had to pay admin fees
I booked a weeks holiday to Gib for myself and I husband and we were due to fly on 19th June. Sadly Covid meant that everything was cancelled. When I contacted My Gibraltar, they offered the future holiday credit but I refused it and requested a refund. This Has finally been received minus £100 for admin fees. This stinks. I didn't want to cancel the holiday. Circumstances dictated it. I am so disappointed with this turn of events. I have used this company many times before, but I think in the future I will have to look at other ways of getting there.
2 oktober 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Eileen,
I am very sorry to hear that your holiday was affected by the ongoing and unprecedented travel situation as a result of the Covid-19 pandemic.
Given the unique circumstances at the moment, we have been working with customers to try to accommodate their needs as best as possible. This has included re-booking, offering generous travel credit/ vouchers with long validity or providing refunds.
As I am sure you will appreciate, the refunds process is a lengthy one and takes a considerable amount of staff time (which is precisely why we have tried to encourage customers to take travel credit where possible). Given the current situation and the way that airlines and have hotels have been so slow at refunding, it has taken even longer than it would normally to get refunds for customers - not just in terms of when the refunds are received but how long it takes for staff to follow up/ chase the respective suppliers.
I appreciate that you did not choose to cancel but you must also understand that nor was it the fault of My Gibraltar yet it is our refunds team that has to provide the service of applying for, following up on and processing of refunds.
Unfortunately we have no real option but to charge for the service that we provide and we do make it very clear in our terms and conditions that refunds are subject to this charge.
I do sincerely hope that you may yet change your mind and consider booking with us again. If you do, we will of course do all we can to find you the very best price on your holiday.
Kind regards,
Nick Clout
Customer Services Manager
Exceptional Travel Company
We have used MyGibraltar since marrying in Gibraltar in 2012, we have booked through email, on line and visited the office on a number of times, Our experience with MyGibraltar has always been a fantastic one, staff on the phone and in person have been friendly and professional, in the event that things do go wrong they have always put it right as soon as they can without any problem.
Our first experience with MyGibraltar was the introduction of wedding planner Kay, MyGibratar arranged our wedding, flights and accommodation for 30 guests, wedding cars, reception, flowers, if there is a Bride to be that wants the perfect wedding we highly recommend MyGibraltar.
In this the new way of travelling MyGibraltar are an outstanding company, they have great knowledge of Gibraltar on where to stay, dine, they can also advise on tours and book tickets for you.
For our experience of MyGibraltar, we highly recommend them to the highest always
Paul & Dawn Cotterell
20 augustus 2020
Review zonder uitnodiging
Upset Worthing
To start with if I could have I wouldn't have given them one star but to continue my review I had to. . Booked to go in March but was cancelled due to C19. We have only just got our refund which was minus their fee which I found disgusting shouldnt gave had any charge in my eyes. Had to wait over 100 days which I think was totally unacceptable for out refund . Had been with them before but will never book with them again as they are not covered by ABTA . You certainly finde out who are the trust worthy agents in a time of trouble.
30 juni 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Sharon,
Whilst I appreciate your frustration with the length of time that it has taken for the refund to come through, regrettably My Gibraltar has no control over this. As per IATA rules, My Gibraltar acts as an agent for the airlines that we sell (specifically IATA Resolution 824, section 3). This means that we pay the airline in full prior to issuing your tickets and once the tickets have been issued, you contract for the flight service is with the airline.
Of course in situations such as this (and as I am sure you will appreciate, this is something wholly unprecedented in the history of the travel industry) we are reliant on the airlines to refund us before we can issue refunds to customers. In your case, Easyjet have been advising anything between 90 and 120 days for receipt of refunds due to the huge numbers that they have been dealing with.
With regards to the handling fee that we charge for the processing of refunds, this is there to cover the extensive amount of work and staff time that is involved with claiming refunds for our customers. It is also important to bear in mind that the airlines and other suppliers would not refund to you directly and in that sense we *have to* do the work to get the money for customers. As with any other service provider, we have no choice but to charge for the work that we do. If we did not charge, we would not be able to provide that service. In the case of Easyjet, at times we have been unable to get through to them and when we have got through, we have been waiting on hold for hours on end.
As far as ABTA is concerned, you are correct that we are not members but ABTA is a paid membership organisation and as such membership is not required. However, not being members of ABTA has no bearing whatsoever on this situation at all as you will find if you speak to ABTA or indeed some of their members. We are ATOL and IATA members and as ATOL members, our customers are protected in the event that we were to cease trading.
As I said, I appreciate your frustration but I can assure you that the whole team at My Gibraltar has been working tirelessly since the beginning of the Covid-19 crisis to get the best outcomes for all of our customers. This has of course been at a time when airlines have had staff off on furlough.
Kind regards,
Nick Clout
Customer Services Manager
Booked 5 night stay to Gibraltar for…
Booked 5 night stay to Gibraltar for March 20 20 but unfortunately could not go due to the coronavirus.
Application for refund initially went well but then was informed there would be a £50 cancellation fee due to staff time spent on phone sorting refund. Informed them that we should be entitled to full refund and that they could claim on there insurance, to be told they do not have insurance????
Took approx 6 weeks for refund- shame on you, sorry will never book with you again
11 mei 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Caroline,
Whilst I appreciate your frustration with the situation, as you will recall from our email correspondence, I have explained to you the rationale behind the handling fee.
Unfortunately, dealing with cancellations and refunds is a very time consuming business and as the agent we have >no option< but to provide this service to our customers as the suppliers would not do this for you directly. As with any business that operates within the service sector, we do have to charge for the service that we provide. As I pointed out to you in our correspondence, our normal charge is £50 per person but given the extraordinary circumstances we have reduced this to £25 per person as a gesture of goodwill.
Much as the cancellation was through no fault of yours, neither was this something that we had any control of, and as I explained above, we have to do the work to enable customers to get their refund.
Kind regards,
Nick Clout
Customer Services Manager
Now is when we find out who the honest firms are.
In common with many of the more disreputable companies, they are passing on their bad debts to their customers, rather than admitting they are insolvent. Were they to do so, a claim could then be made under ATOL. Disgusting way to treat customers of many years standing.
Following their "response" I would point out that people will have to make up their own minds as to whether ignoring and avoiding their admitted liability to refund monies received for services not rendered is an honest way to do business, Their current position, refusing to refund because of problems with their suppliers is clearly reprehensible. Although they maintain that their business is thriving, I see no sign of any significant travel to and from Gibraltar, suggesting that this is another of their optimistic inventions.
Now two and a half months waiting but my refund remains unpaid. This being after having been advised that refunds normally take two weeks, but possibly a bit longer. No updates unless chased for. Nick Clout often can't be bothered to respond to emails for weeks at a time. Latest update is for him to threaten to deduct £75 from my refund if I instigate a chargeback under section 75 of the consumer credit act. We have used this firm for a number of years and they are very good when all goes well. As we can now see, when the going gets tough the customer gets shafted. As another has said, shame on you.
Everything is good whilst you make money from your customers, but you are unwise to rest on your historical laurels in the light of your current performance. Loosing reputation is so much easier than building it.
30 april 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Nigel,
As many others would agree from the overwhelmingly positive feedback that we receive, we are not a disreputable company nor are we passing on "bad debts".
You will recall from my email of 7th April that I explained to you at length regarding the process and also explained to you that ATOL protection is NOT applicable here. Just to be absolutely clear, however, ATOL protection is there to protect you against the collapse of our business so that you would be reimbursed in the event of our insolvency if you have not travelled or would be repatriated if you were away at the time. As you are aware, we are still thriving and we are still dealing with customers.
The issue here is with regards to the process. As you may have seen from the numerous reports in the media of late, the issue here is the supply chain and the fact that there is a fixed process in place for the claiming of refunds.
As explained to you, as soon as the refund is received, this will be returned to you without delay.
Kind regards,
Nick Clout
Customer Services Manager
Can’t fault this company ....
Can’t fault this company especially their staff during these testing times. I regularly visit Gibraltar, well twice a year to see my son and his family And have used My Gibraltar for every trip staying at The Caletta Palace and long may I be in the future. Excellent service with a very informed and personal touch 🙂
31 maart 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Mr Vickers,
Thanks so much for again choosing My Gibraltar. We really appreciate your regular custom, positive feedback and five-star rating.
May you and your family stay safe and well in these most extraordinary times and we will look forward to serving you once more on a future trip to 'The Rock'.
Kindest regards,
Dave Eck
My friend booked to go out to Gibraltar…
My friend booked to go out to Gibraltar on Wednesday with my Gibraltar,with most of Gib closed,he tried to cancel,what the point going out to Gib with everything closed,he was going out to Gib to surprise the group I was going out with 14 of us ,but we got our weekend cancelled .He tried to cancel but got no joy not even a credit note was offered that’s very poor on your behalf ,
17 maart 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Ian,
As you will appreciate, with this unprecedented and very fast evolving global situation, we are doing all we possibly can to assist customers as quickly and efficiently as possible.
I appreciate your friend's unwillingness to travel but as an agent we can only offer according to the policies of the airlines. As flights are currently still operating to Gibraltar, regrettably the airlines are not offering a refund.
I would urge your friend to contact us directly if he has issues he would like us to look at. That way we can address them directly in a proper and meaningful manner, rather than responding to third hand accounts on Trustpilot. If you friend would like to do this, he can reach me at nick@myvacations.co.uk
Kind regards,
Nick Clout
Customer Services Manager
Very helpful on the phone call even on…
Very helpful on the phone call even on a Sunday morning
Did have issues booking on line
9 maart 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Steve,
Thanks so much for choosing My Gibraltar. We really appreciate your positive feedback and five-star rating. Was sorry to hear you had some issues booking online a though pleased we were able to assist.
We look forward to serving you once more on a future trip to 'The Rock'.
Kindest regards,
Dave Eck
Very good selection of hotels to choose…
Very good selection of hotels from which to choose. Their descriptions were accurate and we weren't disappointed in any way with the one we chose.
The booking process was very easy to complete and we didn't experience any problems with the travel arrangements whatsoever.
3 maart 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Robert,
Thanks so much for choosing My Gibraltar. We really appreciate your positive feedback and five-star rating.
We look forward to serving you once more on a future trip to 'The Rock'.
Kindest regards,
Dave Eck
have used mygibraltar for over 10 year…
have used mygibraltar for over 10 year thay have been excellent over that time.a very friendly service,
2 maart 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Terence,
Thanks so much for booking with My Gibraltar once again. We really appreciate your custom, feedback and five-star rating.
We look forward to serving you once more on a future trip to 'The Rock'.
Kindest regards,
Dave Eck
Brilliant company
2 maart 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Paul,
Thanks so much for booking with My Gibraltar. We really appreciate your feedback and five-star rating.
We look forward to serving you once more on a future trip to 'The Rock'.
Kindest regards,
Dave Eck
Great service.
Have used my Gibraltar for many years and have always been HAPPY with the service I have received. The staff have always friendly and helpful. Keep up the good work.
2 maart 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Bill,
Thanks so much for booking with My Gibraltar once more. We really appreciate your positive feedback and five-star rating.
We look forward to serving you once more on a future trip to 'The Rock'.
Kindest regards,
Dave Eck
Tho we haven't been on our holiday you…
Tho we haven't been on our holiday you were very efficient with dealing with us
2 maart 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Martin,
Thanks so much for booking with My Gibraltar. We really appreciate your feedback and five-star rating.
Enjoy your holiday and we look forward to serving you once more on a future trip to 'The Rock'.
Kindest regards,
Dave Eck
We had a fantastic experience with…Mygibraltar
We had a fantastic experience with mygibraltar, it was very easy to book online and even when we called 2 days before we were due to depart to change our hotel and to add another suitcase on they were very quick at dealing with our enquiring and resolved the matter within hours.
We will definitely use again and highly recommend them.
24 februari 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Stevie,
Thanks so much for booking with My Gibraltar. We really appreciate your feedback and five-star rating along with an enjoyable experience.
We look forward to serving you once more on a future trip to 'The Rock'.
Kindest regards,
Dave Eck
A very simple booking process
Another trip to the Rock Hotel, Gibraltar, booked with MyGibraltar; as usual, a very straightforward process, with helpful advice available over the phone. I`m looking forward to another good trip, with a company I can recommend.
19 februari 2020
Review zonder uitnodiging
Antwoord van MyGibraltar
Dear Andrew,
Thanks so much for booking with My Gibraltar once again. We really appreciate your feedback, five-star rating and recommendation.
We look forward to serving you once more on a future trip to 'The Rock'.
Kindest regards,
Dave Eck
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