Thank you for taking the time to give us your feedback regarding your wedding abroad during the summer.
I wanted to let you know that we took onboard all of the points that you raised back in August and have since made various changes to the way we operate in order to improve our service to future couples.
Firstly, I just wanted to clarify that we did not charge a fee to organise your wedding arrangements. With ourselves, you booked a Wedding Package (which included the services of your in-resort wedding coordinator, flowers, photos and so on), as well as your hotel booking.
I do understand your frustration at the cost of the flights increasing in the lead-up to you making your booking. Unfortunately, flight seats do fluctuate in cost on a daily basis and we have no control over this. On this occasion, in order to ensure that you got the best possible deal, you were advised to go ahead and make the flight arrangements yourselves. We do not make any money from making 'flight only' bookings and therefore if we book flights for a client we have to charge a Service Fee to cover the cost of the booking, administration, entering API details and so on.
When you booked your wedding, we were operating as part of the Travel Counsellors consortium and between the time of you booking your wedding package until you booked your travel arrangements, we had moved to the Hays Travel Independence Group consortium. On the date when we changed consortia you had only booked a Wedding Package with ourselves (and no travel arrangements - flight or hotel). Therefore at this stage we added a £300 Wedding-Only Fee, in order to flag up that your travel arrangements had not yet been added on. At a later date the hotel accommodation was booked. Therefore we were more than happy to waive the £300 Wedding-Only Fee on your booking. I am sorry if this was not communicated to you clearly. We have since taken the decision to no longer offer 'Wedding-Only' packages and therefore there is no such fee that applies anymore.
I am conscious that you dealt with myself personally on a number of occasions after booking and in the lead up to your wedding day. I'm sincerely sorry that you didn't feel you could address these concerns with myself in advance of your wedding, rather than documenting them after your big day. All in all I had feedback from your in-resort wedding coordinator that your big day went extremely well and for that I'm very pleased.
Finally, I really appreciate you taking the time to provide us with your feedback and I can promise you that we have taken this onboard to improve the company going forward.
I wanted to take this opportunity to wish you both all the very best for the future.
Danny Waine
Director
Perfect Weddings Abroad
