4.5 / 5
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4.5
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Usually stable businesses have more than 5 authority websites mentions, this one has 15 authority websites mentions and 0 mentions in other websites
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Coxandkings.co.uk Review
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Last update: Wed, Mar 9, 2022 3:33 AM
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
Just back from our Assam Bhutan Odyssey.
Perfect trip full of amazing contrasts.Excellent drivers and guides made our trip a great success , minor glitches where delt with celerity and generous upgrades by your local rep (Mercury trvl).
The reputation of C&K UK still intact and most useful.
Many Thanks
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
Cox and Kings still refuse to acknowledge that there is a different booking system - premium zones and all day passes for Ranthambore bore.
I have no option but to try and resolve this via ABTA under Abercrombie and Kent as Cox and Kings ceased being ABTA members when they were taken over by A and K.
17/1/20
Our complaint has now been acknowledged by email.
Recently returned from a holiday to India with Cox and Kings. Most things were well organised apart from one part which really marred the holiday - Ranthambore
The accommodation we had requested was meant to be a maximum of 15 minutes from the National Park gate. The first morning we were collected at 6.30am in an open jeep to be driven for 2 hours in a temperature below 0 with the wind chill factor probably taking it to minus figures to go to zone 9 for our safari.
We were not made aware of this zoning system - premium zones and non-premium zones. Premium zones are a lot nearer to town, have more tigers and the landscape makes them easier to spot. Non-premium zones are a LOT further away, have less tigers and very hilly dense landscape making spotting them difficult. These zones are assigned by the government on the day so cannot be changed.
Whilst we appreciate spotting wildlife is not guaranteed, due to our non-premium booking, we had practically no chance of spotting the tigers which was one of our main reasons for going to India.
The local agent - Firoz mentioned that there were no premium zone bookings left when we booked. We were not informed of this system at the time of booking as there were 3 other options we could have gone with even if premium bookings had gone -
1. gone with a larger 20 seater+ vehicle which did not go to non-premium zones due to distance and terrain
2. paid for a full day pass which allowed you to go to other zones
3. altered the dates to get better access
Having paid so much money to see tigers we were left sorely disappointed when we caught a glimpse of one for 10 seconds in zone 7 (even this was not our allocated zone but driver managed to change from zone 8 as we had been to zone 8 the previous afternoon). We have no photos to remember the trip to Ranthambore at all. Everyone else would come back from their trips happy whilst we came back very cold and disappointed each time. With 3 trips our chances should have been very high.
From the 3 safaris we had, the zones we got were 9,8 and 8 leaving us very COLD after 3-4 hours of driving each way per trip to just get to and from the gate at 40km/hour in an open jeep. We all came down with colds which spoilt the next few days of the holiday as well.
This was all avoidable had someone just taken the time to discuss this with us and given us the options - that is why we used agents with local knowledge.
Cox and Kings have not even acknowledged our complaint so not sure what is going on with the company.
Please be WARY of booking with them as their complaints procedure is inadequate. We only discovered this as we had to complain.Our holiday to Africa in the summer through the same company had gone without a hitch so never had to try getting answers.
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
Our experience of customer service from the London office was absolutely awful with emails having to be chased up and phone calls not returned. It was incredibly stressful and here's just a few examples:
*The internal airline went bust but we had no reassurance from them that our trip wouldn't be affected until I kept chasing this up
*Extra baggage allowance for the new internal flight was paid for just one of us and on the outbound sector only
*Our documents arrived with a covering letter inviting us to check in with BA.com - we were flying with Emirates!
*On arrival in Calcutta the hotel hadn’t been advised by Cox and Kings that dinner was included - luckily the guide from Mercury Travel sorted it out
Finally, a couple of weeks ago we received a feedback form and we highlighted these issues to them and yet no-one has been in touch to discuss the experience of poor customer service we've had.
The staff from Mercury travel in India were fantastic but you'll appreciate that Cox and Kings, having made so many mistakes in the UK, led us to being pretty worried about what might be awaiting us there. Hugely disappointing to be so worried for months instead of anticipating with excitement a longed for holiday.
***EDITED TO ADD AFTER THE COX & KINGS RESPONSE BELOW***
I have received no acknowledgement from Cox and Kings "three days later" or at any time.
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
The reply posted below is erroneous - the delay is caused by lack of funds rather than a lack of staff (they are quick to reply to emails etc. to make excuses and put up barriers to providing the refunds). The suggestion that 'they are trying to recover funds for customers' is again misleading as the customers are entitled to the refunds irrespective of whether C&K make a recovery. They have said they will return some of the money only so far.
Still awaiting the balance as of 30/5/20.
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
I did have some concerns just before the trip that we might end up in a 'Thomas Cook' situation but despite all the turmoil that must have been going on within Cox and Kings, they delivered a fantastic holiday with top class accommodation, very efficient travel and transfer arrangements, superb guides and a bonus of a great fun group of fellow travelers.
The icing on the cake was the way they handled a sudden change in plans when La Paz in Bolivia became bad news in the eyes of the UK Foreign Office. Basically banning all but essential travel. Within hours (whilst we slept) they had arranged two new hotels, two new flights and a new all day tour. Absolutely brilliant.
Very pleased to see that Cox and Kings UK has survived and good luck for the future.
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)
I have tried not to reply to your attached letter and just put the matter to rest but on re reading your comments and looking at the photos of the Cochrane Place Hotel again there is no way you
should have sent any of your clients to stay there. It was in fact booked by Clubside.
We had been assured by Dana that all the hotels were SUPERIOR GRADE.
You made the mistake of relying on the local company Club Side, in fact our tour was a Club Side event.
Not hand picked by Cox and Kings. You also had not sent any client to Kurseong before.
Even in Darjeeling at the Elgin we were given probably the worst room in the hotel (no windows) we found on the day we booked out there were rooms with views over the valley and the Tenzing Norgay annex
which had recently opened.
Again at the totally overpriced Ging Tea Estate we had a rear room over looking the yard. Had a Cox and Kings representative stayed there ? We had a suite at the Great Eastern Hotel in Kolkata for the same cost !
Thank you for the 150 pound refund but this should not have been charged in the first place ! ( This was related to the daily charge for a car at the Ging Tea Estate when we already had a car and driver for the tour)
Having been marched in to meet the boss of Clubside I certainly wonder why you are dealing with this company. ( Clubside were demanding money as they had not been paid and were going to stop our tour)
Once again I attach the photos of our room at the Cochrane Place Hotel to remind Cox and Kings where they sent one of their clients to stay.
Also the video of the bathroom sent on our arrival to which Jimmy replied
"Thank you for the email with the attached video. I fully appreciate why you have sent this to us and upon your return to the UK, I would be grateful if you send me a report about your holiday and I will be happy to investigate the issues that you would like to bring to my attention “
We were expecting Cox and Kings or your local agent to contact the hotel and find an alternative room or accommodation as
per your Travel Notes item 26 Local Assistance “This will allow steps to be taken immediately to help you "
A full refund of our stay at the Cochrane Place Hotel would be appropriate.
I do appreciate that this whole event is not your usual practice but you should be still be held responsible as the tour was booked through Cox and Kings.
Latest reply
In terms of the cheque, as you may be aware from reports in the press, the brand and assets of Cox & Kings were bought by the Abercrombie & Kent group on 4th December. The previous company Cox & Kings Travel Ltd is now in administration. As past bookings and liabilities were not included in the scope of the sale, we are awaiting clarity from the buyers and ABTA with respect to the status of past bookings. I am afraid in the meantime I am precluded from making payments to any historic bookings prior to the purchase date.
Please rest assured I am working to update you without delay and hope to respond by the close of business tomorrow. Dated 18th Dec.
I am still awaiting for a further update.
George Stead
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
Sadly there were numerous minor glitches and irritations in the 12 months pre departure , and on arrival in Delhi we discovered that none of our hotels, train tickets, air tickets or tours had actually been paid for as C&K India had gone bust. We had serious difficulty getting assistance from the company in India (Mercury) to help to sort out the muddle in the first few days, and no assistance was forthcoming from attempted telephone contact and emails to C&K in London ;thus anxiety levels were sky high and the whole situation was very unsettling. We did in fact manage to complete most of the itinerary, and had some wonderful experiences, but the overlying anxiety and disappointments persisted for the whole 'holiday'.
To make matters worse, it has so far been impossible to actually speak to anyone at the London office about these matters, so our 'complaint will have to be by email; never the best way.
#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)
Usually stable businesses have more than 5 authority websites mentions, this one has 15 authority websites mentions and 0 mentions in other websites
Coxandkings.co.uk Review
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given a refund credit voucher as recommended by ABTA.However due to our
age and uncertainty about future travel arrangements, we requested a full cash refund instead of the voucher. Although it took some time and was paid in 2 instalments, we are pleased to report that we have now received a full cash refund.
Press reports suggest only Trailfinders and Kuoni are giving cash refunds but
it appears Cox and Kings are also offering this facility upon request.We are very grateful for their assistance in these difficult times.
3 years ago
review by John
#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)