Hello, my name's Zoe and I'm an Autistic Young Adult. I have been travelling with Caledonian Travel for six years, back in 2017 up to June 2023 I enjoyed every single coach holiday with Caledonian until the company started to go downhill. They have been ignoring my hidden disability recently when I explained to them about it. From 01/08/22 to 05/08/22, me and my carer went to The Lake District where we stayed in The Seacote Hotel in St Bees for four nights, the excursions felt rushed and the food in the hotel was at a poor standard with the music blasting to almost 100% volume. From 27/10/22 to 28/10/22 we have done The Enchanted Forest in Pitlochry with an overnight stay in Perth where Nino the Driver from MacPhails Coaches mistreated me throughout the two-day coach break. One Time during our coach trip the driver laid over to my seat and whacked me so hard in the head with a thick layer of tickets and angrily scolded me for absolutely no reason at all which he found funny, hurting and yelling at an autistic person. My carer told the driver "Do not hit or shout at my granddaughter like that, she's special needs. She was only showing me where the USB socket is". I got upset about Nino yelling and hurting me on the coach. I didn't understand why I got punished for it. When my granny and I had finished doing the forest the return journey to the whisky distillery was absolutely terrible. I was very anxious and uncomfortable on the minibus due to lots of people packed into one minibus and the lack of legroom between seats. I started to sweat like mad and started to feel sick too along with cramped legs on the minibus. It wasn't a nice experience for me. I ended up feeling sick and not able to sleep during the night because I had a very hot body temperature, I also had an anxiety attack after a rough experience on the return journey to the accessibility bus meeting point on the crowded minibus and also the driver's behaviour towards me. The food in the hotel was poor standard for Dinner and Breakfast. I and my carer got food poisoning after we had breakfast. I've reported this to customer service and unfortunately, there's no further action taken about the coach break and a £ 25 holiday voucher from Caledonian for my disappointment. From 27/01/2023 to 29/01/2023 me and my carer went on the Peterhead and The Northern Lights coach break, the whole coach break was rubbish except for our accommodation which was The Waterside Hotel. Excursions weren't very good, especially The night excursion to chase the northern lights. The Coach journeys to and from were very stressful. The passengers shouted from the top of each other, telling everyone their whole life story and carrying on in a very inappropriate manner, blasting music without consideration for other passengers, especially passengers with additional support needs like me. kept pulling down and slamming their fold tables off our seats every two minutes and drunk alcoholic beverages on the coach. I was getting stressed out about the situation to the point. I ended up feeling drowsy, anxious, worked up, didn't want to eat and feeling overwhelmed for the rest of the coach holiday after three days of torture for me, our coach holiday had gotten too much for me. We had the worst Search of the Northern Lights experience ever, I locked myself in the en-suite bathroom and had a warm bath and cried about when people will ever understand my story of me having autism and accept me for being who I am. I've reported this experience to Caledonian and nothing has been done but give us a £20 voucher for the distress on the coach trip. Lastly from 17/04/2023 - 21/04/2023, I took my mum on her first holiday to The Cotswolds for five days. we stayed in The Royal Court Hotel where we had the worst experience staying there. We have to move into multiple rooms throughout the week due to some of them being allocated are at a very poor standard. The staff were very ignorant and refused us customer service. Every time we went for breakfast and dinner, it was always a stewards inquiry by the rude restaurant staff at the door. I had to explain we were with a Caledonian coach party, this was not only embarrassing but very distressing for a mother and an autistic young adult like us. It totally ruined our trip to the Cotswolds. I've told Caledonian and requested a full refund on the trip. But a month later Caledonian emailed me back today saying they could not refund me for the holiday and gave me a £60 holiday voucher from them and my disability was ignored. It was my last straw using this company, it shows that they no longer accommodate young people with hidden disabilities on their holidays anymore. I’ll not be using Caledonian Travel again after the way they have been treating me.