Voyage Prive and Kepler Customer Service

Transfer in Tunisia

I booked my holidays at the One Resort Premium in Hammamet in Tunisia through a French online tour operator called Voyage Prive.

I arrived at Tunis airport at 22.45 local time and up till then, the service had been impeccable but then … a service provider called Kepler intervened and it turned into a fiasco, a real proper French – Tunisian – Maghreban fiasco.

Let me tell you: Never have I had such a bad experience with a hotel transfer.

The Kepler person responsible for the dispatching was a real asshole, a real proper asshole. He decided to make me wait for hours. He never gave me any answers. I have never experienced such a level of amateurism from a transport company and tour operator.

I tried calling all the emergency numbers provided by Voyage Prive customer service but nothing worked. Some numbers didn’t work and other numbers were answering machines telling me to call back during office hours.

Then, I got hold of the Kepler customer service emergency number … which I called. A guy who was sleeping answered the call. He didn’t seem happy about my call. He told me that my transfer would leave in 20 minutes but that it could be 30 minutes. An hour later, I was still at the airport.

I was back in the hands of this incompetent Kepler asshole, a real tyrant who decided to be rude with me. He told me to take a taxi.

I told him I would write an article but he told me he didn’t give a fuck. I went to sit on a bench a took my laptop out my handbag. And then suddenly, out of nothing, he told me to follow a group and take a specific bus. I boarded the bus but ten minutes later they told me to get into another bus.

I’m writing this article, it’s 1.30 am and I’m still at the airport waiting for my transfer which had been paid for and booked by Voyage Privé.

Eventually, the bus left at 01.40 AM from the airport parking.

Many customers in the bus seemed to have the same problem as I did and were angry on the service. Kepler and Voyage privé are amateur companies when it comes to customer service.

One of the stories that struck me the most was the following:

A young couple and their baby accompanied by their parents who were supposed to go to the Palm Beach Hotel in Monastir were asked to change the bus they were sitting in and come to the same bus as I was. Eventually, we arrived at the Palm Beach Hotel …. in Hahammet and not in Monastir. So at 2.30 AM they had to walk off the bus, wait at least one hour to get a new bus and drive one hour thirty minutes to get to the Palm Beach Hotel in Monastir.

That experience spoiled the start of my holidays. Eventually, I arrived at the hotel at around 3.00 AM.

Invoice

I asked the customer service of Voyage Prive to include my VAT number on my invoice but they replied it wasn’t possible. That’s something other tour operators do for instance.

Overall Impression

Voyage Privé is very well organised when it comes to the automatised digital part of the customer experience. The bookings and accommodations happened smoothly. They’re very professional.

The problem is when you need to have a personalised assistance with the human side of their customer service.