Have used their North Shields office often for last minute stuff, of for when we want something too complicated to do on line. Shame they charge a surcharge for using credit cards, but they go the extra mile to get what you want. read more

We booked our holiday at the Whitley Bay office and must say, all the staff are great, except one, L. We went to pay the balance of our holiday and we're kept waiting for nearly half an hour . Other staff were busy, but L saw us. When she came to her desk, we received a brusque "yes?", rather than"hello, sorry about your wait, can I help?". After this encounter, we had to return to the shop for our boarding passes etc. Again staff were busy and L was called out from the back room. There wasn't much of a wait this time, but when she went to get our travel documents, she didn't ask us to take a seat at the desk, so we could go through them and ask any questions that we might (and did) have. Planning a holiday is exciting and booking through an agent adds that personal touch. We have booked through this branch before because they are so friendly, knowledgeable and approachable. However, I feel L could do with a 'refresher' course in customer service, we certainly didn't get the same standard of professionalism (or friendliness) as we have from the other staff. read more