We are currently in China on our 5th and last holiday with Exoticca. The company we really appreciated and showed great loyalty to over the past 4+ years appears to have stopped giving a damn about their customers. Firstly, with less than a week to our leaving the UK our direct return flights from Chengdu to Heathrow were changed to indirect return flights via Beijing with a 3+hr layover there. No compensation or lounges offered for the inconvenience. When asked if they could either compensate us for this inconvenience or arrange lounge access for us, they would not take any responsibility, telling us to contact AirChina instead. Since our booking was made by Exoticca agency AirChina will not correspond with us and Exoticca do not want to know. Then today we find out fellow guests on our two weeks trip are ‘piggybacking’ on our excursions for a rate much cheaper than we prepaid Exoticca before travelling. Our local guide offered our fellow travellers to join our excursions for around half of what we prepaid Exoticca for the same trip. The rep told them because she was doing the trip with us having paid more than double (we paid £65 each for a trip that she is offering them to join us for £30 each), then she could offer them to join in at less than half of what we paid as we had paid her full, therefore already covering the cost of supplying a guide and transport! So I contacted Exoticca and explained how unethical this appeared and they don’t want to know. They stated that they “do not manage the prices charged by our partners in destination”……bearing in mind I let Exoticca know the only reason their partner in destination can offer our fellow travellers this price is due to us two loyal Exoticca customers paying the full whack! When I made the local rep aware of our dissatisfaction she has given us a cash offering but this falls far short of taking us in line to the much cheaper price our fellow travellers are getting THE EXACT SAME EXCURSIONS WITH THE EXACT SAME GUIDE as we have prepaid Exoticca. We will never travel with this dishonest and unhelpful company again…..they used to be such a wonderful company but now appear to have massively gone in the wrong direction with customer satisfaction being very low on their list of priorities