My Travel Broker - Lee Johns

Absolutely terrible communication. Took our money, did not provide a breakdown of the costs. Changed luggage plans on the morning of travel which made it difficult to change for my son prior to travelling on his own. Told me I was due a refund prior to travel, when we returned several weeks later I followed the refund up with Lee and she told me she had not promised a refund, and said that there was no refund - she then emailed me to say that I was not to call her and to only email her because by me chasing the refund that she had promised I was 'threatening her'. Then strangely several weeks later I receive an email from Lee requesting my bank acct number which she then gave me a refund - although 50% less than originally advised, but after such a stressful experience with Lee I was prepared to walk away from the refund. I am left wondering if Lee is out of her depth when arranging group travel. Travel is meant to be an exciting time and although we made the most of it, Lee certainly did not make it an easy process.

Bitterly disappointed that I booked our overseas travel through this travel agent. She was no help at all during Covid and we would have acheived a much faster result if we had been able to go through AirNZ directly to procure a refund for our family of 6 transiting through LA. She eventually gave us an offer of a refund less penalty, which we jumped at. 12 weeks later with still nothing to show for it, she came back and said that AirNZ wouldn't honour the agreement and that she had told us all along that we weren't entitled to a refund. This was simply not true and I was able to prove that to TAANZ, the agency to which she is/was bonded, who in turn put us on to the owner of NZ Travel Brokers. He was excellent and agreed that a very clear offer had been made and accepted with no ambiguity. Sure enough, we eventually received our refund...5 months after the original flight was cancelled. But still no paperwork after repeated requests for receipts and invoices to take to our insurance company. The kicker was her attempts to undermine my integrity: accusing me of threats and insults. I know that Covid was difficult for a lot of people, especially those in the travel industry. That's no excuse for unprofessional behaviour and no matter what business endeavour Lee Johns decides to pursue in the future, I would stay well clear. UPDATE 21/12/2020. We were finally given the paperwork except there was still no breakdown of penalties etc, so the insurance company approached Lee Johns for specifics. Turns out, according to Lee Johns, there was a mistake" in the amount paid to us and we are owed more money. Still haven't heard directly from her

Excellent travel agents. Most professional and friendly.

Store timing is wrong 11:00 Am