A Welsh travel company criticised for allegedly leaving customers hundreds of pounds out of pocket after not receiving refunds for cancelled trips has said it has "learnt from mistakes". In early April passengers also claimed they had "nightmare" journeys with Merthyr Tydfil-based firm Travel with Matthew Holidays including a trip to Bath which resulted in a five-hour journey time.
After what it described as a "large number" of social media posts questioning the company's future, staff posted an update on April 29 to reassure customers. The post explained how the company would not be reopening its Treorchy and Merthyr branches in favour of home working and web bookings, and that it has temporarily stopped taking bookings via its website and on the phone.
It said while Travel with Matthew continues to trade as normal, the decision has been taken to focus on the administrative side of the business where it said it had "fallen short". You can get more Merthyr Tydfil news and other story updates by subscribing to our newsletters here.
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The statement said: "Travel with Matthew continues to trade as normal. We had however taken a step away from social media and operations whilst arranging our plans for the future. Whilst we continue to prioritise customers who are awaiting information, or refunds, our telephone lines for Travel with Matthew will remain closed, this is to enable us to get through the administrative side of the business where we have fallen short, and we will be prioritising all existing customers service. We will be in contact with all customers in due course as we aim at ensuring this is done as quickly as possible for all affected.
"We have also taken the decision to temporarily postpone taking bookings via our website and telephone lines to enable us to catch up on the areas we’ve fallen short. However all future bookings are completely safe. The retail aspect of our business both within Treorchy and Merthyr Tydfil will not be reopening, and the business will now focus on a home working / web booking set up. This is purely due to the changes in the way customers have booked over the last 18 months.
"We understand the negative posts that have been circulating within the area have given many of our customers growing concerns, however we are confident in saying we are here to stay, and have had a large investment which will be aimed at recovering the rapport with our customers and getting back to what we once did best."
The company continued to explain how the changes "won't happen overnight" and that its "reputation has severely been damaged". The changes promised to customers include:
- Complete financial protection with a seven day refund guarantee
- Low £50pp deposits with nothing more to pay until 10 weeks before travel
- Unbeatable pricing and fantastic value for money
- More holiday time with direct coach travel from minimal pick up points
It added that more changes are yet to be announced, as it continues to build its future plan based on feedback. The post continued: "We understand many of our customers will say this is too little too late, however with a clear vision now in place, we will be sure to provide a much stronger service moving forward [and] nobody will do it better than a company who has learnt from mistakes.
"We would like to reassure all customers with upcoming holidays that your holidays are safe, and we will be in contact a minimum of seven days before departure moving forward. Whilst our telephone lines are closed and staff are working from home, please be advised, you can contact us [by email]."
