Samad Overseas Service

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1 Star
Avoid this place! Extremely poor and rude customer service provided to my father who suffers from Dementia. The travel agent requires extensive training on basic Dementia awareness and how to treat customers who suffer from Dementia. My father visited with my self twice to enquire about Hajj tickets. On one visit the travel agent ignored my father and refused to respond to his query. I informed him on a piece of paper discreetly that my father has Dementia. The travel agent responded with: "yes I know", in a rude manner and then said "I'm busy". I immediately took my father away from this negative environment. After a few months, my father wanted me to take him again to attempt to book Hajj again. I had researched online and can see that UK citizens are now able to book Hajj for 2022. So I revisited this travel agent, to ask about the process and how to book Hajj. As we were entering, the agent shouted out "we are closed." Although, the door was open and we could not see the CLOSED sign displayed anywhere. My dad said hello any way and asked about Hajj bookings. The same male travel agent again ignored my father, as if my father has lost total mental capacity and does not deserve to be acknowledged. Regardless, of someones level of mental capacity, people and specially customers, do not deserve to be treated like they don't exist. I stepped in and asked if he could explain the Hajj process to my father and booking requirements. The agent responded with " Hajj is closed and the ministry of Hajj are not allowing people from the UK to perform Hajj." This information was totally inaccurate and purposely given to get rid of my father. Prior to visiting this travel agency I read the latest announcements, that Hajj has re-opened for 2022. The Agent then asked me why I brought my dad here, there is no need to bring him to the travel agency. I asked him what he meant by that as my dad is entitled to go out and about and socialise and communicate with the community. He then responded with I am busy now and next time don't bring your father here, just call us. I certainly won't be visiting this poorly managed agency again, where they mistreat customers with health issues such as Dementia. He requires further training on basic etiquettes of customer service. I was patient on both occasions and gave the man the benefit of the doubt however, after the second encounter of such discriminatory behaviour, I decided never to use their services again. While dementia does affect mental health, it is not a mental illness, but a disorder of the brain that causes memory loss and trouble with communicating. Therefore, businesses like Samad overseas travel should educate themselves with the Dementia disease to avoid such discrimination. I wrote this review as I am disgusted and saddened by the way someone with dementia was treated by this travel agency. After this incident, I found a much nicer dementia friendly travel agency who we have booked Hajj with instead. This proves that there are still nice people out there. Therefore, Samad Overseas travel should cease operation, if they are incapable of understanding basic customer service.
Thursday 5th May 2022

Md Mahbub
5 Star
Fantastic service, even cheaper then anywhere else.really appreciate them and recommend everybody to use them.
Sunday 1st May 2022

Mo Media
5 Star
Very competitive with ticket prices,not to mention exceptional customer service, Because I have used them twice in the past and I am using them again Many thanks Afsar bai
Thursday 20th February 2020

Gulaf Magoof
5 Star
Very professional nice people great service close to bury park masjid Thank you
Tuesday 2nd October 2018

manzurul karim
5 Star
It was good and people are very professional
Tuesday 11th January 2022