We went from August 3 to August 10, 2019 on the “Puzzle of Italy” or “Walk around Italy” tour. Since this is not my first time on a tour and I myself work as a guide in Moscow, at the end I usually limit myself to words of gratitude. But the organization of the service for the last tour can be said to be worse than ever. Now all selling companies are fighting for clients who still buy tours and feed employees, but here they don’t really care about clients, but in Italy - whatever goes, so goes.
The documents without a return ticket were sent at the very last moment before departure, and the return ticket was sent only when we were in Italy! Nonsense!!!
The host TUO is an extremely ugly service, which we met for the first time. The Ural Airlines plane was delayed for almost 3 hours there and back - this is normal and they did not pay attention. The first 3 days we were in Rimini,
We were accommodated at the Half Moon Hotel for an obvious reason - during the high season, all the hotels are packed with local tourists. But our room was not designed for 2 people, but in area for 1 person, because... The distance between the beds is such that only 1 person fits in the aisle. When I asked to change the room, they answered at the reception that the rest were occupied, although there were always very few people in the restaurant, only part of the group. This is fine.
On the 4th day we got on a bus with a driver in the morning Francesco and guide Tatiana Avdevich and went to Rome via Florence on a sightseeing tour. In Florence, Tatiana showed us the meeting place and warned us that everyone should arrive in advance without being late, because... they will not wait for anyone and showed the bus station if someone does not arrive on time.. This statement immediately seemed very strange, since everyone is trying to arrive on time, but there are any force majeure during the transfer, and this must be taken into account. At the end of the excursion and free time in Florence, everyone arrived on time and we went and boarded the tram. But after traveling a couple of stops, the tram stopped because a person was hit on the tram tracks, we went out into the sun and stood for 2 hours under the scorching sun, there was no place to hide at the stop. Tatiana called the driver Francesco to come pick us up, but he didn’t want to go. Alternatively, there were city buses for people instead of trams, but for some reason the guide didn’t put us on them, we were standing in the heat. After 2 hours the trams started running again, we got on and went to the final stop to change to our bus at the parking lot.
Arriving in Rome, the driver stopped the bus a few blocks from our hotel Madison in the center opposite the Termini train station. The driver, due to his fatigue (as he explained), did not help us remove our suitcases from the bus, although this was his responsibility. Our men helped us.
Tatyana, without waiting for the group, ran to the hotel without showing the way, and one could only guess how to get to the hotel.
And on the way to Rome, she demanded that everyone collect money for all excursions, entry to Florence 10 Euros (after calling other travel agencies, it turned out that no one collects this fee!!!), headphones 15 Euros. She also requested a tip for the driver of 1 Euro per day, which was always a voluntary measure, if she liked his work. Considering that the driver did not help us unload our suitcases and that Domenic met us at the airport, and then we went with Francesco, it is not clear why we should pay a tip? He works for a salary. Since the group refused tips, he did not help us with our suitcases, which showed his boorish side and expressed his behavior at every step, although Italians usually behave very nicely.
In Rome on August 7, we also had a sightseeing tour of the program in the morning, we were given a meeting time. We were only 5 minutes late (!!!) and when we ran to the bus parking area several blocks away, we saw a bus already departing, which slowed down when several people saw us. We of course apologized, but we were late due to the fact that the Madison Hotel was undergoing renovations on the 6th floor where we lived, there was a big problem with the electrics (the phone was charged only from 1 socket in the bathroom!!!), others did not work and constantly The elevator was stuck. This morning we were just stuck in the elevator; it stopped and did not work. Then we ran to the bus, which might not have waited for us. There were Muslim people with us, they didn’t want to wait for them at all, we warned, but the bus moved on, Tatyana didn’t want to listen to anything in response and announced to the whole bus: “The East, of course, is a delicate matter, but not to that extent.” It’s good that those few people already caught up with the bus along the way. Such rudeness and squeamish political incorrectness are unacceptable when working with people.
In general, Tatyana did not give any useful information while moving between cities, her entire speech boiled down to collecting money for something, vaguely explaining the details of organizing excursions according to the program and explaining the differences in culture between Russian Italians, although there are none, talking about cunning and the tricks of her own life, where she solved her problems, sometimes she spoke outright nonsense, which is absolutely not interesting and unacceptable on such tours. On the way back to Rimini (6 hours drive), she decided to watch a film about an African and a disabled person in France, which is absolute stupidity and stupidity, having nothing to do with Italy and the Puzzle of Italy tour. This speaks to her lack of high level and professionalism in working with people on tours.
On August 9, the penultimate day before departure, an excursion to the Vatican was offered in the morning. We have already visited it. There were several other people with us who were in Italy for the first time, but did not go on this excursion. Tatyana explained to us where to meet and left these people to me to find a meeting place. We easily found a kiosk with magazines near the Meeting Point and waited for the group. At the appointed time she was late, attacking me with the words: “You are waiting in the wrong place, you should be on the other side of the kiosk!” There were a lot of people near the Vatican and we stood wherever we could near the kiosk. Usually guides look for people, and don’t attack and try to solve their problems at the expense of tourists. But the very climax awaited us ahead.
We headed back to Rimini. On the bus, Tatyana told us the 2nd time at which the bus to the airport should come for us the next day, saying that we should wait near the hotel. No announcement was placed in the lobby, although this is mandatory for every guide and tourists with whom he works. We settled at the Torento Bramante Hotel, arrived at the appointed hour for dinner, Tatyana was not there, although she was also at this hotel. We were seated as a group and given such a dish that we basically couldn’t chew the meat. It had to be abandoned.
On the day of departure, we were the very first to arrive for breakfast at 7:30, and left the restaurant at 8 in the morning, because... The bus was supposed to arrive at 8:40. By 8:30 we went downstairs, went out into the street and stood with our suitcases near the hotel, as we were told. Until 9-10 we stood near the hotel, no bus came for us. I started calling Tatyana via WhatsApp, she didn’t answer the phone, I only saw her missed call at 8:48 and an SMS: “You’re not on the transfer, the bus can’t wait any longer.” Emotions knew no bounds!!! Whether it was her fault in her work or her colleague's work, we should not have cared. But this absolute lie and the overloading of her problems exceeded all limits! She then called back and began to say that we were not near the hotel, someone took a photograph there somewhere. This is a blatant lie and failure to fulfill their professional obligations and fulfill the contract with tourists. She started calling for a taxi, because... as it turned out, she mixed up the time of 4 more people from Krasnodar from another hotel, whom we also picked up, and demanded that we pay 5 Euros for a taxi. We refused to pay because... We have everything paid. She herself gave 10 Euros for us, the rest paid for themselves, which is also unacceptable, these are her mistakes in work. But people came for the first time and were afraid to object. When we got into a taxi, a Russian-speaking young man arrived, with whom she began to speak Italian, thinking that I did not know the language. But I know spoken Italian and her boorish and unworthy behavior was extremely unpleasant.
At the moment, I only received a message from ICS Travel that my letter was sent to Italy and no more comments.
That's it, we got the money and goodbye - that's the attitude towards clients. I do not recommend using the services of ICS and TUO Travel
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1992 - the company began its activities as a travel agency specializing in issuing entry visas for foreign tourists.1994 - tour operator activities at InterContactService began to develop from the directions of Cyprus, Egypt and Bulgaria.
At the end of 1996, it was decided to unite all offices. InterContactService settled in an office on the Garden Ring, occupying an entire floor near the station. m. "Kurskaya". The company has already carried out tour operator activities in such destinations as Cyprus, Egypt, Bulgaria, Tunisia, Spain, Kenya, UAE, Thailand and exotic countries.
In 1998, by order of the administration of the Yamal-Nenets Autonomous Okrug, InterContactService organized a children's health camp "Balkanika" for the children of Yamal in Bulgaria, in the picturesque town of Kiten on the Black Sea coast. The children's camp exists to this day; more than 1,000 children of various ages relax there every year during 4 shifts.
In 2001, the number of company employees was already 30 people; Italy, Cuba, and Greece were added to the range of countries. At this time, the company underwent a rebranding, a new logo appeared, as well as a laconic name - ICS, which is the first three letters of the old “InterContactService”. Subsequently, due to the development of the holding structure, the company name changed to the currently used ICS Travel Group.
In 2002, ICS Travel Group began implementing a regional development program. Active participation in on-site seminars and work-shops led to a noticeable increase in the recognition of the tour operator in the cities and regions of Russia.
In 2004, there was a need for a new move - the dynamically developing company became cramped in the old office, and in 2005 ICS Travel Group changed premises - now the location of the tour operator was a modern office in the area of the station. m. "Dobryninskaya". The number of employees at that time was about 100 people, providing services in 20 directions. In ICS Travel Group, which by that time had already become a developed holding structure, the Charter Transportation Department and the Corporate Development Department were separated into separate divisions, on the basis of which a separate structure was later created - the ICS BC company.
In 2006, ICS Travel Group continued its active promotion into Russian regions, offering direct flights to the company's main destinations. Today, the Representative Office of ICS Travel Group in St. Petersburg is open and successfully operating.
In 2011, ICS Travel Group entered as a large multi-profile tour operator with a range of countries - more than 30, with a staff of more than 150 people. The company structure includes 15 departments and services.
By 2013, the company's staff numbered more than 250 people. ICS Travel Group's portfolio includes more than 40 countries. The company's tourist service offices are open in Cyprus, Tunisia, and Cuba. Representatives of ICS Travel Group work in Italy, Israel, Mexico and Bulgaria. The company becomes a shareholder of the large network of travel agencies "1001 Tour", strengthening its position in the retail market.
At the end of 2013, the Moscow tour operator office moved to the modern W-Plaza business center near the station. m. "Tulskaya", into your own premises with an area of more than 1500 sq. m.
During 2014-2015 the company is actively developing technology, introducing convenient services that are successfully used by agencies and tourists. Among the technological achievements of ICS Travel Group: "GLOBUS" - its own software package for automating the activities of a tour operator; individual tour booking system “Tour Constructor”; system for searching and booking air tickets - both for charter and regular flights; online booking of tours for tourists and the revolutionary “NO EXTRA PAYMENT” technology, with which you can book tours on regular air transportation at current rates and in real time.
By the end of 2015 - beginning of 2016, the company's staff already numbered more than 150 people. ICS Travel Group's portfolio includes more than 50 countries.
In 2017, the company celebrated its 25th anniversary.
Tours to Italy - a great opportunity to combine acquaintance with world-famous monuments of art and architecture with amazing shopping!
Holidays in Italy on the coast offer a variety of resorts and towns, numerous cozy cafes and respectable restaurants serving Mediterranean cuisine. These are amusement and amusement parks, night discos and bars.
A beach holiday can easily be combined with sightseeing in Italy, of which there are more than enough here. World-famous ancient and medieval historical monuments, amazing panoramas of cities, all kinds of museums - excursion tours to Italy are famous for their richness and give a unique experience!
Tours to Italy
Italy in winter is a paradise for ski lovers. At Italian ski resorts with well-developed infrastructure, even beginners who have never skied before can learn all the intricacies of skiing. And if you are not a fan of active sports, you can always enjoy the majestic mountain scenery and fresh air. Trips to Italy in winter are also popular among lovers of excursions, because the weather in many regions of Italy, even in January, allows you to explore local attractions in comfort.
Tour operator ICS Travel Group offers a variety of options for organizing tourist trips to Italy. We will help you choose the region, resort and hotel that best suits your wishes! Our flight program is widely represented in various destinations - Rimini, Verona, Palermo, and more recently Ancona and Bari. Every summer ICS Travel Group launches direct flight to Trieste (Italy), which is only 80 km from Venice and 60 km from Lignano (Italy).
For those who did not know ICS Travel Group, it is a diversified travel operator company with extensive experience in the tourism market. Its history begins in 1992.
History of success
Initially, it was a travel agency whose main activity was issuing exit visas for foreigners. At that time, the company's office had two rooms with only 3 employees. But a year later, not only the staff increased, but also the number of offices, and several divisions were opened. At the same time, the range of countries offered expanded.
4 years after the founding of the company, it was decided to unite all offices, as a result of which the then InterContactService “settled” in a separate room, occupying an entire floor. Years passed, the company developed successfully, and in 2004 there was a need for another move, because the employees were cramped. At that time there were about 100 people serving tourists and organizing trips in 20 different directions. By the way, the name of the company from InterContactService was changed to ICS Travel Group, and this was due to the development of the holding structure.
Today, the Russian tour operator is actively developing new technologies and introducing convenient services that are used not only by tourists, but also by other agencies.
Range of countries
Cooperation with ICS Travel Group has many advantages, and one of the main ones is a large selection of tourist destinations. The company will help organize high-quality and safe holidays in Europe, Asia, Africa, the USA and even in Australia and Oceania. Today the range of countries includes 45 states.
As for other advantages of ICS Travel Group, they include a strong reputation as a reliable and stable partner, confirmation of financial guarantees by reputable insurance companies. As well as business diversification and rapid growth of offers.
ICS Travel Group always carefully selects host companies and has many years of experience in cooperation with the best hotels in the world, evidence of which is exclusive contracts and a large assortment of guaranteed rooms in hotels of different levels and at various resorts. A close-knit team of experienced and professional specialists will always help you make the right choice of tour depending on the client’s wishes and the season. By the way, it is possible to book a hotel room, air ticket or a full tour online using the official website of ICS Travel Group.
ICS Travel Group range of countries:
EUROPE: Austria, Andorra, Bulgaria, Greece, Spain, Italy, Cyprus, Malta, Portugal, Russia, Slovenia, France, Montenegro, Czech Republic, Switzerland
ASIA: Vietnam, Israel, India, Indonesia, Cambodia, China, Maldives, UAE, Singapore, Sri Lanka
AFRICA: Mauritius, Seychelles, Tunisia, South Africa
AMERICA: Argentina, Brazil, Venezuela, Guatemala, Dominican Republic, Costa Rica, Cuba, Mexico, Panama, Peru, USA, Chile, Ecuador, Jamaica
Advantages of cooperation with ICS Travel Group:
. A strong reputation as a stable and reliable partner
Impeccable financial reputation
Financial guarantees are confirmed by the strategic partner, the insurance company Alfastrakhovanie
Long-term history of cooperation with a large federal-level bank "Transcapitalbank", included in the TOP-100 Russian banks
Time-tested positions in the main areas of the company
Business diversification and progressive growth of the range of directions
Own charter programs and purchased blocks of seats in the main directions
Strategic partnership with Aeroflot, confirmed by a bank guarantee
The flight program of ICS Travel Group is based primarily on regular flights of designated carriers - both Russian and foreign
A careful approach to the selection of host companies. Long-term credit history with a positive balance with foreign partners
Many years of experience in cooperation with leading hotels in the world. Exclusive contracts, a large number of guaranteed rooms in a variety of popular resort hotels
A close-knit team of professional specialists - department heads with many years of experience
ICS Travel Group in numbers:
. 21 years in the tourism market
. 10 companies included in the holding
. more than 20 departments and services
. more than 250 employees on staff
. more than 40 countries in the range of destinations
. representative offices and representatives in 7 countries: Cyprus, Tunisia, Cuba, Italy, Israel, Bulgaria, Mexico
. representative offices in 3 cities of Russia: St. Petersburg, Kazan, Nizhny Novgorod
Flight programs from 8 cities of Russia: Moscow, St. Petersburg, Kazan, Nizhny Novgorod, Ufa, Voronezh, Saratov, Ekaterinburg
. 98% of tours are booked online
. more than 4,000 terminals across Russia for paying for tours in last minute mode
. more than 6,000 actively cooperating agencies in Russia and the CIS
. more than 20 authorized agencies throughout Russia
. more than 150,000 people - number of tourists in 2013
Sales growth in basic areas from 30% per year
The main partners of ICS Travel Group are travel agencies.
ICS Travel Group is a member of ATOR (Association of Tour Operators of Russia) since 2007. ATOR is a public organization that includes tour operator companies for which the development of the tourism market and interest in common standards for the industry are fundamental operating principles. At the moment, ATOR includes about 50 largest tour operator companies from various regions of Russia, uniting about 70% of the country’s total tourist flow. All ATOR members are included in the Unified Federal Register of Tour Operators of Russia and have an insurance guarantee.
ICS Travel Group is a member of the Association "Association of tour operators in the field of outbound tourism "Turpomosch" since 2013, the Tourist Assistance Association is an association of tour operators and operates to provide emergency assistance to tourists.
Every year, ICS Travel Group is among the leaders in cooperation preferences in accordance with ratings from IS "BANKO" and other professional publications.
