Agents have been experiencing issues with Excite Holidays since late last year with the online wholesaler responding by saying that “system issues” are to blame for the disruptions.
Agents are reporting they have found that some of their clients’ bookings (which had already been paid in full) are being cancelled due to payments not being received by suppliers.
The latest update from Excite Holidays is that both their system and customer service teams are working through these issues now to ensure they can “service our agents as quickly as possible”.
“Please bear with us as we manage the situation at hand,” Excite Holidays said in a statement posted on their Facebook page posted on December 30, 2019.
Excite is asking for all urgent enquires to be emailed to [email protected].
We have received a number of reports from agents saying they have been on hold for 2-5 hours after calling the support line.
“We will do our best to respond to everyone as soon as we can. We appreciate your patience during this time,” an Excite Spokesperson said.
Karryon has reached out to Excite Holidays for an update on the situation but we are yet to receive a response.
We will be sure to update this story if and when we hear more.
Excite Holidays was previously ATAS accredited but withdrew from the scheme around one year ago.
At present Excite is advising Agents that their clients should go ahead and pay the travel provider (despite the fact they have already paid in full), keep their receipts, and lodge a service complaint within the next 30 days.
Have you been affected by Excite Holidays? Share your story with us at [email protected]
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