Ruth
Réaction de Katrina
Thank you for taking the time to share your feedback Ruth. We’re truly sorry for the experience you had—it’s absolutely not the standard we aim to provide, and we completely understand how upsetting and disruptive this must have been, especially on what should have been an enjoyable trip.
We take safety very seriously, and we’re deeply concerned that this happened. The tyres are part of our regular checks, but clearly, something was missed or developed unexpectedly, and for that, we sincerely apologise. We’re glad we were able to respond quickly at the time, arrange for assistance, and cover the costs of the additional tyres, but we understand that this didn’t make up for the time lost and the stress caused.
In terms of the refund, we’re sorry you feel disappointed regarding the Goboony admin fees. Unfortunately, these are third-party charges that we don’t have control over, but we do understand how frustrating that feels from your perspective. Your feedback on this is noted, and we’ll continue to raise this with the platform to try to improve how situations like this are handled in future.
We really appreciate you bringing this to our attention, and once again, we’re very sorry your experience wasn’t what it should have been.
Helen
Cassie
