HolidayGuru

First hiccup: The staff submitted my visa application late and there was error in my husband's name…thus..visa not approved (this was not the 1st time we went to Australia)
Had to resubmit…luckily approved in time.

2nd hiccup: Had to renew my son's and daughter's passport as it was due to expire. Collected the new passports before the trip and the staff at holidayguru failed to inform me that the visa need to re-apply as it was approved under the old passport. We had to re-apply my 2 children's visa at the airport counter 30 minutes before boarding.

3rd hiccup: My daughter's (who is 18 years old) was booked under a child ticket. The agent failed to confirm with me the date of birth for all my children. I had to 'CHASE' them for about 1 week prior to my trip, for them to change my daughter's plane ticket (up till the day of my departure)

4th hiccup: The itinerary given to me by the agent was incorrect. My return flight was given on SQ266 (BNE – SIN) Thursday, 13 Apr 17, 1800hr, but when in tried to check in online, my family's flight was on SQ256 (BNE – SIN) Thursday, 13 Apr 17, 0910hr.
It has disrupted some of my plans and I had to make arrangements with the apartment owner, the car rental company, for the early check out and return of the rented car.

I also had to book a room for my family of 5 in Singapore as I would be arriving 9 HOURS ear UNPLANNED. (initially we booked a resort in Singapore only on 14 April earlier because we were doing some house reno works )

Due to the Bangkok saga early in 2014, I have requested for a refund from Holiday Guru (attended to by 2 staffs). The request was made in Jan 2014 and refund was promised to me within 4 months. Till date (as at September), despite multiple emails and calls made to the company, they were evasive in their replies and even mentioned that they are unable to do a refund unless and until the airline company refunds them first. Such a huge travel agency like this does not even have the finances or policies to refund their customers as promised, that they have to keep evading the issue for a good 9 months! When I made a call to one of them who was in charge of my deal, he was absolutely rude in putting me on hold without even mentioning to me beforehand and even hung up the phone on me when the conversation has not ended. I have waited for my promised for a good 9 months, and there is still no news from them. I wonder about how the management of this company runs, how trustworthy they are, and how much they value their customers in providing such a service. How disappointing to promise and under deliver! All they want is to clinch your sales, and if there are unforeseen circumstances such as the one I experienced and a refund requested, be prepared to face an unpleasant, unhelpful and incorrigible experience.