Below complaints letter explains it all...
To whom it may concern
I regretfully write to you to express my total DISGUST at the appaling customer service skills of your staff at the Terravision help desk Termini Station in Rome, Italy.
Never have I met such incompetent staff that are simply rude, un-professional and unhelpful.
On Sunday 30th January 2011 at 4.30pm my wife and I bought single way tickets to Ciampino airport after consulting with them that our flight departure was at 8.20pm. They recommended we buy a ticket for the 6.30pm service which we did. They also advised us to come back to the ticket desk 20 mins before departure to collect boarding passes'. Infact we arrived 40 mins beforehand and were subsequently told that they had run out of boarding passes and we would have to wait.
Our 6.30pm coach came and left without us so did the 6.55pm service; as there were well over a 100 passengers still waiting to be transported to the airport. Naturally all the customers were apprehensive of missing their flights. Your staff were smoking cigarettes constantly and would not assist the worried passengers in relaying any reliable information as to when the next coach will actually arrive. We were told that the next coach would be at 6.55pm then 7pm... then 7.10 and then 7.30 and so on.. all which were not true. Many passengers wanted a refund and had to make alternative arrangements but your staff refused to refund despite continuing to over sell tickets to new customers who also wanted to catch the coach at the same time.. despicable! one your female staff with curly brown hair outrageously acted very dismissivley with a worried passenger and rather than help her simply told her that "tough you are going to miss your flight" although your company was at fault for selling tickets on false pretences and was in clear breach of EU consumer protection laws.
The whole experience with Terravision ruined the rest of my holidays and resulted in unnecessary stress. I will never be using your services again and would make sure I prevent others from falling prey to your shocking and dysfunctional company.
I missed my flight which cost me a lot. I just wish your staff did not lie to us and give us false reassurances that the coach will be here soon, despite politely asking to tell us the truth, so if needed we could have sought alternative options to catch our flights.