In September 2007 me and my boyfriend used STA Travel to book our year out to Australia and Asia, to start in Feb 2008. I spent many weeks to an throwing on the phone with a sales consultant to find me cheap flights (thinking booking in advance we be better). Eventually we settled on dates and booked our flights. We paid a bit extra as we had a different route home, coming through Thialand for six weeks of travelling round Asia. We also booked a ticket with 12 month validity so we would not need to book a new ticket home. No problem , all sorted we thought.

The agent told us he had to pre book us seats for a flight home in Aug 2008 as the Airline only allowed you to book them that far ahead and it was "free" and "oh so easy" to change them for the correct return flight home in Feb 2009, BUT and here is the inportant bit, that we could NOT change the seats until END OF JUNE 2008 six months in advance of Feb 2009!!

Again, we thought oh ok, he must know what he is talking about...But I am a worrier so I ran up numerous times to double check everything and all of the information with him. Everytime he told me the same thing- 6 months in advance of the dtae you want to change too.

So you can imagine our shock when we came to change the flight home (actually in MAY 2008, early) and the airline said 1) it was not free to change and 2) there were no seats for the whole of DEC 2008 - March 2009, so we couldn't change them. They told us that the sales agent was wrong we could have changed them in Febuary 2009-12 MONTHS in advance.

We had plans and trips in place until December 2008/Jan 2009 and so couldnt fly home any earlier. We had to loose out on the seats home and pay a further £800 EACH to get seats home because it was such sort notice. the same amount we originally paid for the return ticket.

Along the way whilst travelling I complained to STA Travel for months and there customer service was terrible they took ages getting back to my emails, I couldnt phone as they said I had to deal with the branch I booked throuigh witch was Manchetser and we were in Aus. They just washed their hands of us and told us it was not there porblem. Even though it clearly was.

They put a very big dampner on what was supposed to be a fantastic year. I am still in dispute with them now and feel so strongly I have taken them to Arbitration to try and reclaim some of the costs of their error.

Would never use them ever again, it is write what many reviews say, once they have your cash they do not want to know!!

Good Points

Helpful staff, great deals

Bad Points

Sometimes a bit of a wait to speak to someone, but only because they spend ages with you!

General Comments

I have used STA a few times and can't understand all the bad press they get.
I can only assume that people who have had bad experiences have just been unlucky in getting the wrong consultant, because I have nothing but praise for them. I have used the portsmouth and southampton shops and have always found them to be helpful and knowledgeable.
I booked my round the world flights with them a couple of years back and the info I got was brilliant. I have since been back to book the odd flight or hotel and am happy with the service.