Dear MJ
We are truly sorry to hear about your experience, and we fully understand how upsetting this must have been for you. What you described is far from the standard we expect for any of our travellers.
For clarification, your booking and services were handled directly through Holiday Jet, and several of the elements you mentioned — including the boat allocation, hotel changes, and the Cairo excursion — were provided by their appointed local suppliers. Tourasco Escapes was only the operator of Nile Cruise and hotel services; however, we always do our best to support all travellers, regardless of the booking source.
We would also like to note that Tourasco informed Holiday Jet immediately about every change reported, including the ship switch and hotel allocation issues, and we were continuously following up to ensure corrective action was taken. We regret that these updates were not reflected to you in a smoother and clearer manner by the operating provider.
We are currently escalating your case once again to Holiday Jet and their supplier to ensure your balcony upgrade, hotel changes, and Cairo trip refund are properly addressed.
As a gesture of goodwill — and although Tourasco was not the operating party — we would like to offer you a special compensation on your next holiday booked directly with us. We truly value our travellers, and we want to show you the level of care and service we stand for.
Your health and safety are a priority, and we take your comments about cleanliness very seriously. We will continue pushing for a full investigation from the operating provider.
Please reach out to us directly at admin@tourasco.com so we can ensure your case is handled promptly and that your compensation offer is properly arranged.
Thank you for bringing these issues to our attention, and we hope to have the opportunity to restore your confidence in us.
Kind regards,
Tourasco Escapes Team
