I'm not sure who it was who rang but they haven't called back so I'm assuming it's nothing urgent. When I booked my last holiday I gave the lady my passport and travel insurance details so I don't think it could be anything too important so I'll just see if they ring back in future.

I'm pleased JY are exploring various options for the future.

Regards

Caroline

I am sorry to hear that you hadn't received a call back - we have been receiving a large number of calls recently. I have been trying to track down who contacted you but there are no notes on your customer account - If the caller left a name please let me know and I'll try and catch up with them.

We do have 'Live Chat' on the websites however we only have a limited number of staff trained on this and all resources have recently been reallocated to the phone lines and as such we've had to take this off for a short time. Customers are also able to complete the contact us form on the website - these go into an email account that is monitored 7 days a week (unlike the community).

We are of course, always open to suggestions.

Kindest regards,

Julia

Sorry to bring this up again but I had a call from JY this morning whilst at work-I was unable to take the call and rang back tonight when I got home. After the phone rang for a time, I was offered the option of pressing '1' for a call back when I got to the front of the queue - this was over 2 hours ago now and I am still waiting. I find it hard to believe I am still not at the front of the queue after two hours. There must be one person answering all the calls, or JY need more staff.

Could I suggest JY consider introducing a chat back option (as offered by most companies so you can chat to a member of staff and get an instant reply), or e-mail me using the details I have provided, as this will likely be more efficient than waiting for someone to ring me back. 

I suggested last time this happened that JY put an update on their forum as, in that instance, the hotel was changed at the last minute. The first place I looked was the forum so an update on there would have saved me a lot of uncertainty about my holiday. 

I appreciate not all of us are members of the forum, and some would rather deal with a member of staff by phone, but others may have the preference of dealing with queries via chat back, e-mail, or notifications on the forum. This would then enable JY's limited resources to be targeted towards those who prefer using the telephone or do not/are unable to use e-mail, etc.

Regards 

Caroline