14th July 2005
Dear sir / Madam
On the 20/07//05 we set off to Manchester airport looking forward to our two week yearly holiday one Nile cruise and one week stay in the Hilton hotel Luxor.
On arrival at the airport we booked in no problem, then we were informed we had an hour delay, when we finally boarded the plane we were told we would be making a stop in Gatwick to pick up passengers. This was all new to us as we had paid a supplement to fly direct from Manchester to Luxor. When we queried this with the flight staff we were told it had nothing to do with Fly Jet it was solely Cruise Control's procedures. When we received our tickets my friend who was accompanying me realised immediately that the flight times were longer than when she had previously flown to Luxor by approximately 3 hours. We did contact Cruise Control to query this and were informed that this was due to the time difference, which she did say the time difference is only two hours, the Cruise Control member of staff that we spoke to was unable to comprehend this and still insisted it was the time difference and at no time informed us that we would be flying via Gatwick.
We flew from Manchester at 4pm, arriving at Gatwick 4.50pm approximately, then proceeded to sit in the plane for approx two hours while the passengers boarded. The flight in its self was the worst flight we and 80% of the other passengers had ever experienced, starting with the flight attendants being of a couldn't care less attitude apart from when they were trying to get the passengers to purchase duty free and drinks etc, the pursers attitude being the worst. A large percent of the flight passengers were elderly and needed to use the toilet facilities frequently, but we were told that two of them were out of order before we even took off. During most of the flight the seat belt sign was lit due to turbulence which we understand, but because of the lack of toilet facilities passengers were queuing as soon as the seatbelt lights went off and it was physically impossible for people to use the facilities before the signs lit up again. Had all the toilet facilities been in working order this would have alleviated some of the problem. Obviously because a large percent were elderly they do not have the same bodily function control as a younger person, but the purser did not take any of this into consideration and threatened to have the police waiting to arrest passengers in Luxor who would not go and sit down, some of the passengers ( your customers) were very distressed and uncomfortable at the thought of having to soil themselves. We understand because air traffic law people have to be seated when the seatbelt sign is lit but surely had the purser thought about the situation she could have taken each passenger singularly to use the toilet, but all she was interested in was writing her report, in all her attitude was an absolute disgrace!. For some reason the flight was extremely cold and passengers requested blankets and were informed by a member of the flight deck that they did not supply blankets and they should have brought a cardigan or jacket (very good customer relations) At no time during such a long night flight were the lights turned off to allow people to sleep, bearing in mind people had been on this plane since 4pm in the afternoon and it didn't land until approx 1am the next day Egypt time.
Eventually we arrived at the Nile Treasure cruise boat at approx 3am, given our cabins which to say as you stated in your brochure had been recently refurbished was an absolute joke! the electrical socket was hanging out of the wall, we had paid additional monies to be upgraded to the top deck expecting a comfortable cabin, we were disgusted at the overall appearance and size of the accommodation, we know now why there are no pictures of the cabins in your brochure or on your web site, because they are no bigger than a janitors cupboard and no better equipped. Perhaps you should have stated this accommodation is very basic with no sitting facilities a TV that doesn't work, and a fridge that worked when it felt like it! The catering facilities were abysmal as 80% of the passengers suffered from food poisoning we know this to be a fact as when we arrived at the Hilton, still unwell we consulted a Dr and received antibiotics for the treatment of SALMONELLA!! along with other passengers the Dr examined. On the boat passengers were told by the tour guides to take Imodium plus, which in fact the Dr informed us that this does not kill the bacteria, had we not been treated with antibiotics we would have finished up in hospital!!
One of the waiters in particular had several complaints made against him with regards to harassment, I know I was one of these people and afraid to go anywhere on the boat alone as he stalked me, and persistently said he wanted to get me on my own even though I had given him no encouragement what so ever and even showed him a picture of my partner saying it was my husband to try and get him to leave me alone, this did not work, because I was in tears several times my friend said enough is enough and reported this to the female tour guide. The next day we were approached on deck by the head waiter and the waiter in question who were very rude questioning us and saying that they had all their privileges removed because of us and the other passengers that had complained about this particular waiter after this incident at meals times we were not offered drinks and treated like scum!! This on top of the flight and everything else on the cruise being very unprofessional totally ruined the first week of our holiday in fact it was a living nightmare and after saving for 12 months we were devastated.
As my friend had been on a Nile cruise previously and thoroughly enjoyed it we know this is not to be expected from a 4* cruise. On saying this her cruise was not booked with Cruise Control who are very unprofessional and liars!!!
I feel I am repeating myself but the flight home was bad if not worse than the outbound flight, starting with a delay of 1hr 50 mins approx at Luxor which obviously was due to you sending the flight via Gatwick again as you normally do but don't feel the need to inform your fare paying passengers. Again the lights on the flight were not turned off even after my friend requested they be, bearing in mind it was then 3am in the morning and we had been out of our hotel rooms since 12 noon the previous day, and hey presto we were stopping at Gatwick again. On landing in Gatwick at approx 6.30am they flight staff were in such a hurry to get off they forgot about a disabled passenger in a wheelchair and left them sitting on the plane it was only when the miserable take over staff boarded they realised they had a passenger to many I ask you!!! this meaning another delay at Gatwick which held us up yet again. We asked the stewardess how long we would be delayed because there was now a problem with the plane (surprise surprise) the stewardess replied with a disgraceful attitude 'what would you rather have a safe plane or not' On the flight from Gatwick to Manchester the toilets were occupied by this same member of the flight deck who continually kept going to make sure her hair and make up were ok and discussing her outside activities with another unprofessional member of staff rather than inform the passengers what was happening physically looking down her nose at us. Perhaps she should have had a personality check while she was in there!! we asked her for the head office address and phone number of Fly Jet to make a complaint and we are still waiting for it!!!
Under the circumstances we feel we are entitled to monetary compensation for the trauma and upset we were made to endure by Cruise Control, Cruise Egypt and Fly Jet.
I have since on my return contacted ITV Holidays from Hell and forwarded all the information to them, I am totally disgusted with Cruise Control, Cruise Egypt and Fly Jet.
To make matter worse I had booked a cruise ref number 89293 again with yourselves previous to my nightmare for my parents silver wedding, I now wish to cancel this and demand a full refund. This is booked under Mr and Mrs A Wordsworth flying from Manchester to Luxor on the 10/10/05 as they are booked on the Nile Treasure which is a floating hell.
WE WOULD NEVER RECOMMEND ANYONE TO BOOK WITH CRUISE CONTROL
Mrs Margo Hornsby
Mrs Dorothy Jenkinson
In my own words!!! Boat was crap! DO NOT BOOK ON NILE TREASUE!!!!!!!!!!!!!!! it might be chaep but you will regrete it!!! Entertainment ! NONE! They ask for tips all the time. Up grade to a 4 or 5 * star boat, this in the UK would be 1 or at best 2*. Trust me!! £399 pay the extra you cant find any information in the Nile treasure on the net or Cruise control even Cruise egypt dont have the boat anymore and thats who we booked with!!!! Look around and read reprts and forums. DO NOT BOOK ON NILE TREASUE!!!!! (Stmford )
I can only totally agree with the other reviews on this 'tug'. The food was absolutely disgraceful at best. I have never in my life been so hungry on holiday. On arriving back at Luxor we ran to MacDonalds (not wot I usually eat, but knew that these burgers are the same all over the world) only to be followed in by the majority of the boats crew also eating burgers, to me that says it all!
We had upgraded to the top spec cabin (wot a joke)! The cabin door would not lock and when my husband spoke to one of the reps about this, he was told 'dont be paranoid'. He changed his tune when my husband asked him to put in writing that we would be fully compensated by his company for anything which disappeared from our room. The handyman arrived half an hour later to fix the lock.
Air conditioning was irratic, size and facilities of room were of a 1 star rating in my opinion.
One of the 'egyptologist' on board seemed to know more about bottles of lager than egpyt and anyone who watches the discovery channels will know more than him. To be fair the other guide certainly knew his stuff.
My husband caught a stomach infection whilst we were there which was so severe that it took 4 months for him to recover and be able to go back to work, as he worked in the fresh food industry and was not allowed by law to work. This cost us money to see a specalist, loss of earnings and also the cost of this nightmare of an experience which totalled about £5,000. Some value for money holiday! Dont go. This tug should be used as a prison ship. I would never book with Cruise Control or anyone like them again.
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