Imagine Holiday
Complaint 291113 Details

To Whom It May Concern:

I booked a flight through “Imagine Holiday” agency and travelled to Iran on Oct/19 and was scheduled to come back on Nov/16. However on Nov/16 when I visited “Imam Khomeini” airport in Iran for my return flight to Canada the “Check-in Agent” told me: “the time of the flight has moved 1.5 hours ahead which lowers your transit time in Frankfurt from 3 hours to 1.5 hours hence preventing you from getting on-board in time.” The Iran Air Headquarters in Tehran also stated that this change took place on Sep/20 (a month before my departure) and they blamed the travel agency for not letting me know in time about this change. They told me that my flight was re-booked for Nov/21 (5 days later) and this booking was done by the Agency on Nov/10 (6 days before the flight!) but due the high sensitivity of my job and the dependence of the hospital on me (as a nurse) I had to pay out of my pocket and catch a flight on Nov/18.
After coming back to Canada I contacted Samira Bidgoli, the manager of Imagine Holiday and explained to her the situation and she said that nothing was their fault and also stated that she “EMAILED!” me the change on Nov/11 (5 days before the flight) whereas she had my home phone number in Canada and could have easily informed my family instead of emailing since emails are not accessible from Iran due to the recognition of email servers (via IP) of your shift in location.
Aside from all the emotional and physical distress that I was put through because of the entire situation I also had the following financial losses:

1) $250 was paid to catch the earlier flight(Turkish Airlines) on Nov/18 instead of Nov/21 to prevent my absence from working schedule.
2) The airport’s round-trip distance is 120KM and the cab fair for the wasted trip was $50 and that does not include the efforts put into packing temperature-sensitive medications, frozen goods, etc.
3) I missed two days of work from Mackenzie Health Hospital which is the equivalent of $700

The agency was aware of this change a month before I even left Canada and I think the failure to inform and change my flight lies upon them, nonetheless, the change of my trip date and time was also done without my consent! I’m filing this complaint through your agency first and want to get reimbursed for all the financial losses that I have encountered due the failure of travel agency personnel in informing the traveler.

Sincerely,
My phone:(Personal Information Removed)