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First time on a coach holiday. Excellent coach. Spotless. Driver Vicky was also brilliant. Great few days up to Edinburgh for the tattoo and some days out as well. We booked through Shearings but the coach was Bayliss. Really pleased overall. Only niggle was the Hotel. I think they were not used to coaches. Room was satisfactory
I'll let Simone Walkes the Operations & Marketing Director's reply to our multiple complaints, speak for itself. The most concerning issue was the driver taking a photo of our passports without any reassurance that the photo would be safe.
"Thank you for taking the time to email us regarding your recent trip to Bruges Christmas Market on the 29th November 2025.
I am very sorry to read how disappointed you were in your day out and am putting the below in writing for your perusal and response, I understand you are currently away at the moment but would be happy to discuss further when you return.
I know you spoke with our Day Breaks & Holidays Supervisor Emma on Friday, who discussed your complaint at length and informed me you would like a reply in writing.
With regards to the pick-ups, I am not sure where the mix up was as we have notes on a Birchington pick up not a Thanet pick up. However it seems there may have been some confusion with the staff as to the fact Thanet and Westwood Cross is the same pick up point. I can only apologise that your coach did in fact pick up at Westwood Cross and those passengers had to travel to Sandwich when in fact they could have boarded the coach at a more convenient place. I have spoken with the staff member regarding this and we have organised her to visit all pick up points in the New Year to ensure a thorough understanding.
Again, I can only apologise you were not informed about the meal voucher whilst on the ferry. This is pretty standard procedure. I can only image the member of staff had got in a bit of a fluster over the pick up points and therefore did not remember to pass on this information. However I have spoken to the team as a whole to ensure that at the point pick up times and seat numbers are confirmed and provided (around 10 days in advance) that we give as much information as possible to ensure you can ask any questions you may have before the day of the trip.
We have spoken with the Managing Director regarding the safety information not being given, as you rightly say this is crucial information that should be provided once all passengers are on board and you are starting your journey. He has spoken to the driver's on your coach and dealt with that internally. We have also put in place new information on our driver packs as a mandatory requirement and they will be spot checked on this. Unacceptable and I apologise this was not provided to you.
Why they did not keep you updated on information throughout the process and entire day I do not understand, as mentioned about our MD has dealt with the driver's individually to ensure this does not happen again.
In relation to your passports being scanned, I believe Emma informed you about the process and that it is an app provided by DFDS. The driver must scan the passport on to the DFDS check in app on the allocated mobile to assist with the checking in of the passengers. Once he has scanned the image it is not stored or accessible by his mobile phone it is only accessed by DFDS.
This is a requirement for the checking of coach passengers. If you would like any further information regarding this process we would request you contact DFDS directly.
However this does not excuse the lack of explanation from the driver's to keep you informed on what was happening and why.
As you have travelled with us before, you will hopefully know the usual level of service we provide. This did not meet that and I am genuinely so sorry that it was such a disappointment. If there is anything I can do to rectify this, I would be grateful to discuss at a time to suit yourself.
Please could you let me know when you are back and able to perhaps have a phone call to discuss further?
Thank you again for your time and I look forward to hearing back from you.
Best Regards,
Simone Walkes
Operations & Marketing Director
‘Day Breaks & Holidays’"
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