My complaint:
Whilst spending 7 hours on the Lapland portal this year – the prices were highlighted as a certain price. There are thrust in emails IG and it appears to me that they are a certain price whichever day – it is only when you then spent 7 hours in the queue that you understand the pricing structure differs dependent on the time of day. We did lapland last year and I AM SURE this has changed.
If i would have KNOWN the prices were different in the morning afternoon evening I would have been more flexible on days but also the computer had a glitch and we had a generic email to say ONLE A FEW people had been overcharged £300!!!!
They refused to call us and discuss our case and considering it was their mistake they would not refund us the full amount we should have been refunded.
They are supposed to provide an experience for all families as their cover story presents- they are only an experience for the wealthy and the booking system is stressful for parents and NO customer service by phone is just insane.
Will not be going back. They need more clarity on their pricing structure instead of hiding it.
Suggested solution:
It would be good to have a clearer pricing structure instead of having to wait in the queue before they show this. This would make it easier for people to plan when and timings they can go.
They need PEOPLE to speak to - because a generic email is sent out despite concerns about our payment. And basically said if you dont except it - then we dont really care!
