Customer Barbara Hastings-Asatourian

Sep 6, 2022

Inefficient, stressful and too expensive

Each Lateral Flow test cost £21 Each of us had to pay £3 postage. Orders were made to the same address but the postage was not combined. The experience was really stressful. We timed everything perfectly and logged on ten minutes before our appointment time but we were kept waiting for almost an hour. During this time we sent three panicky emails, as we were getting nearer to our embarkation day and knew we wouldn't be allowed on board without the test. This felt horrible. A phone number and early reassurance would have really helped us with the stress. After an hour we got replies to the emails and the tests were then observed/supervised over Zoom. Our observer was polite and apologetic. That part was fine.