To Package or not to Package?

Transcription

Protecting the Travel Consumer
To Package or not to Package?
Consumer Comment
the proposed Package
Travel Directive
Response to the UK BIS
Consultation:
28 November 2013
In Support of Quality Holiday Travel
EU BIS PTD Response – Protect the Consumer - HolidayTravelWatch © 2013
ITEM:
ACKNOWLEDGEMENT
INTRODUCTION TO HOLIDAYTRAVELWATCH
PAGE NUMBER
2
3 to 4
THE HOLIDAYMAKERS EXPERIENCE – THE 2010 HOLIDAY SEASON!
Withheld Deposits
Significant Change
Holiday Price Change
Flight price Change
Surcharges
DIY/Package
Misrepresentation
Travel Company Claims
Force Majeure
Transfers
Travel Insurance
Hygiene
Booking Problems
Disability
Risk Destinations
Quality Complaints
Travel Company Collapses
Name Changes
Accidents
Sickness
Safety
Visa/Passport
Medical Treatment
Crime on Holiday
Timeshare/Holiday Club
5 to 348
9 to 12
13 to 74
75 to 82
82 to 86
87 to 88
88 to 103
103 to 117
118 to 162
162 to 166
166 to 168
169 to 176
176 to 185
186 to 218
218 to 227
227 to 229
229 to 244
244 to 262
262 to 269
269 to 276
276 to 326
326 to 331
332 to 336
336 to 337
337 to 346
346 to 348
THE HOLIDAYTRAVELWATCH RESPONSE TO THE UK DEPARTMENT FOR
BUSINESS, INNOVATION & SKILLS CONSULTATION
349 to 373
CONCLUSION
374
© HolidayTravelWatch 2013 – Publication of part or the whole of this report only with the
express permission of HolidayTravelWatch. Permission is however extended to the EU
Commission, EU Parliament, UK Parliament and UK Government Departments.
Date: 28 November 2013
1
Acknowledgment
It is nearly 9 years since the death of our Founder,
Brenda Wall. Her outstanding determination and
courage, led to a new dialogue between the Consumer
and The Travel Industry. Such dialogue has created a
greater awareness of corporate behaviour and the need
for Safety & Consumer Protections that benefit both the
Consumer and The Travel Industry.
At the time of her death, the issue of Safety and the
challenges to the Package Travel Directive were very
much ‘live’ issues and she was determined that the work
of HolidayTravelWatch would rise to meet the issues at
stake.
This report is dedicated to the memory of Brenda Wall and the many thousands of UK Travel
Consumers who have found themselves at the mercy of Travel Companies and the failure of
State Authorities to act against them!
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Introduction to HolidayTravelWatch
HolidayTravelWatch (HTW) has for many years
campaigned for the maintenance and enhancement
of the Package Travel Directive (PTD) and its UK
Regulation. We acknowledge the respect that we
have been shown by members of the EU
Commission, some UK Government Departments
and some members of the Travel Industry, when we
have made the case for the Consumer. Where many
used to advocate for the repeal of the PTD, this
organisation defended the hard-won rights
contained within its provisions. We will continue to
watch the development of the new PTD and in particular the ‘opportunities’ of cross-border
sales within the EU!
HTW is British based consumers organisation founded in 1995. Through 18 years of operation, it
has provided information, advice and assistance to over 250,000 holidaymakers, through its
dedicated helpline and website. This should however be put into context with the 65,000,000
individual trips taken by British Citizens in 20051. It suggests that HTW only receives a small
proportion of all complaints, however, these holiday complaints tend to reflect the more serious
element of contractual, illness and injury difficulties faced by the consumer.
The Organisation is open about its activities with a full declaration on its website. In furtherance
of that openness, HolidayTravelWatch is entered onto the EU ‘Transparency’ Register – ID
Number – 63992152960-122.
The Author is a practising Solicitor and is Regulated not only by the Solicitors Regulatory
Authority but also by the Claims Management Regulator in England & Wales. In his Political
dealings, he also voluntarily subscribes to the Nolan principles for Standards in Public Life.
The Organisation provides a free service to Consumers and currently equips some 90% of all
Travel Consumers with information to help them find a resolution to their travel complaints.
Those who cannot benefit from ‘self-help’ routes are given the opportunity to progress toward
1
Lord Treisman – FCO Reception March 2006
2
https://webgate.ec.europa.eu/transparency/regrin/consultation/displaylobbyist.do?id=6399215
2960-12
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litigation via Travel Law Specialists. It is estimated that since 1995, when our Service was not as
comprehensive as it is today, more than 95,000 holidaymakers have received Legal Assistance
and have achieved in excess of £20,000,000 in compensation for their serious holiday
complaints.
It is the experience of this organisation that along with Political discourse, Litigation has been a
powerful ally for the Consumer in the pursuit of increased Standards and Consumer Protection.
Frank Brehany
Consumer Director/Managing Director
HolidayTravelWatch – 28 November 2013
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The Holidaymakers Experience – The 2010 Holiday Season!
We believe that before answering any Consultation questions that we should import into our
report the words of the holidaymakers and their experiences. This is a practice that we began in
2005 when we made our first Public comment on the future of the Package Travel Directive
(PTD).
Given the developments since 2010, we considered that it would be prudent to collate and
release those Consumer stories when the new draft PTD was published. The rationale was quite
simple; the debate on this important piece of Consumer legislation needed to be framed within
the context of real Consumer experiences and rather than continue to provide an annual report!
Therefore this report will only contain the stories we have collated from 2010.
It is our intention over the following months to release Consumer stories for:
2011;
2012;
2013, and
2014.
During 2010, HTW experienced a very high level of calls for assistance from Consumers.
The ‘quality’ and seriousness of holidaymakers complaints received, was notably higher than
from previous years and this Organisation has noted that we have not experienced a fall in the
numbers of those wanting further legal assistance; those numbers remain as high as previous
years case transfers.
In determining the number of actual complainant holidaymakers, it is reasonable to state that
each complaint ‘hides’ on average, a further 3 members of the same party (it is acknowledged
that sometimes this figure can range from 1 person up to 20+). It is estimated that we received
some 25k individual complaints during the 2010 season. This is considered by HTW to rest at
the mid to higher end of expectation of annual complaints received; it is usually nearer to the
20,000 mark.
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For the purposes of this report we are able to demonstrate a period from March 2010 until 31
December 2010. This is because the first two months of Consumer stories for 2010 were
captured and reported upon in a previous report. In addition to this report, we are also
attaching the following reports:
1. EU Fire Safety Report 2013 (this also contains the Consumer Safety International Report)
– ( Appendix 1);
2. The 2013 HTW report to the UK Department for Transport on proposed amendments to
the Travel Consumer Financial Protection scheme – (Appendix 2);
Both reports illustrate further Consumer comment relevant to the issues of this Consultation.
The following detriment examples are written in the words of the holidaymakers who have
contacted HTW.
We have not sought to change formatting, grammar or spelling except to make an issue
clearly understood.
Names, organisations and sensitive or inappropriate opinions have been edited. We have
chosen to edit the names of the companies, replacing them with a simple explanation as to
the various companies’ statuses. We consider that the holidaymakers’ comments on
detriment are sufficiently powerful without the distraction of naming companies.
The majority of complaints have been selected from the period 1 March 2010 to 31 December
2010. THIS IS A TEN MONTH PERIOD!
We have only chosen a selection of the e mails received from this period. We have not
included post or direct helpline commentaries.
The examples were chosen at random. HTW experienced difficulty in isolating the complaints
into one particular type of complaint or another as many are multi-faceted and cover a range
of contractual and personal injury complaints. Many complaints involve DIY/Package
arguments
The complaints illustrated reflect typically the volume that we receive on a given subject
matter, through our various contact options.
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We have provided 893 case examples of Consumer Detriment.
Some of the complaints can be summarised in the following manner:
1. Bullying of holidaymakers;
2. Threats to holidaymakers who complain about their travel product;
3. Internet facilities cut when complaints are made;
4. Telephone access cut when complaints are made;
5. Aggressive behaviour by hoteliers when complaints are made;
6. Threats of ejection or the police when complaints are made;
7. Electricity cut to rooms when complaints are made;
8. Exposed wiring;
9. Cracked tiling in swimming pools;
10. Green/Algae swimming pools;
11. Extensive prejudice shown to disabled holidaymakers;
12. Major significant changes to holidays; pre-departure and on arrival;
13. Sewage smells within the holiday product;
14. Accidents within hotel complexes;
15. Illness (both mass and individual) within the holiday product;
16. Bed-bug bites;
17. Incorrect name recording;
18. Poor documentation delivery;
19. Incorrect visa/passport advices;
20. Price discrepancies;
21. Discrimination.
Nature of Complaint:
Number of Case Studies:
Holiday Withheld Deposit Claims
16
Holiday Significant Change Claims
155
Holiday Price Change Claims
20
Holiday Flight Price Change Claims
16
7
Holiday Surcharge Claims
4
Holiday DIY/Package Claims
37
Holiday Misrepresentation Claims
30
Holiday Travel Company Claims
132
Holiday Force Majeure Claims
14
Holiday Transfers Claims
10
Holiday Insurance Claims
25
Holiday Hygiene Claims
28
Holiday Booking Claims
92
Holiday Disability Claims
23
Holiday Risk Destination Claims
7
Holiday Quality Complaints Claims
27
Holiday Travel Company Collapse Claims
51
Holiday Name Change Claims
23
Holiday Accident Claims
12
Holiday Sickness Claims
133
Holiday Safety Claims
12
Holiday Visa/Passport Claims
7
Holiday Medical Treatment Claims
3
Holiday Crime Claims
10
Holiday Timeshare/Club Claims
6
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Total:
893
The following Travel Consumer stories and experiences are compelling and demonstrate real
and wide scale detriment!
Holiday Withheld Deposit Claims:
Please can you help,i have booked a holiday with [NAME OF TRAVEL PROVIDER] ABTA
[NUMBER].They have taken the cost of the holiday out of my bank account Twice.I have spent 3
hours on the telephone trying to sort it out,but they just leave you on the phone for ever.They
never answer.I have sent 2 emails and only recieved a automatic reply saying it will be upto 7
Days before they will reply.Its over 7 days.Please can you help we are out of pocket £748. (EM –
31/7/10)
A FLIGHT BOOKED WITH [TRAVEL PROVIDER] HAD BE CANCELLED. INSURANCE CO.REIMBURSED
ME LESS FLIGHT TAX WHICH THEY SAID SHOULD BE RECOVERED FROM [TRAVEL PROVIDER]
WHO HAVE REFUSED REPAYMENT. ARE THEY LEGALY ENTITLED TO DO THIS (EM – 3/8/10)
I have recentky booked a package holiday online. My last bank statement shows that the holiday
company in question has debited the cost of the holiday from my account twice, which is
causing me major financial difficulties with other outgoing direct debits... I have contacted them
daily by telephone and email and I am promised someone will look into it, but I'm not having
any luck in getting the money back. What avenues can I explore now? Can my bank assist, or will
they advise me to contact the holiday company that made the error? ( EM – 3/8/10)
I have just spoken to [NAME OF COMPANY] who, when I hired a car for a week in Corsica, not
only took the full payment for the car but also another Euro 1,000. The explanation I was given
by [NAME OF COMPANY] is that this amount is a precaution to check the card works BUT they
themselves were surprised by the amount AND the fact that several weeks after returning the
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car my money had not been returned to me. I still do not have my money back despite the fact
that it went through my card and out of my account on 15/16 July. What should I do to warn
others of this hidden charge? What can I do to avoid it in future? Thank you for your help (EM –
6/8/10)
sir my holiday was cancelled on the 21/4/10 since then ive sent 5 e-mails i dont know how many
phone calls without a word from them they got my refund from [NAME OF AIRLINE] on the
22/6/10 i managed to speak to one of thieir staff and she took my bank details and said i would
get the refund in a day or two that was4 weeks ago.[[TRAVEL PROVIDER]] is the travel agent
(EM – 7/8/10)
i booked a hotel with [TRAVEL PROVIDER] and even though i had a voucher and booking number
the hotel said there was no booking. i contacted [TRAVEL PROVIDER] when i returned as i had to
book another hotel at twice the price and could'nt contact them from the hotel and it has been
6 weeks and i have still not had any money returned. i keep ringing them but keep getting
fobbed off what else can i do thanks (EM – 7/8/10)
We had to cancel our flight on [TRAVEL PROVIDER] on August 20.We were debited with 90% of
our flight costs,INCLUDING Airport Taxes,is this correct. EM – 11/8/10)
Who do I contact to complain about [TRAVEL PROVIDER].Is there a travel ombudsman? Been
waiting for a refund for 13 months now. Keep saying processed to my card but even the bank
can't find it. Wrote to them 5th July but no reply. Spoke to them today still same answer ,was
processed on to my card. Again wanting me to send them bank statements. (EM – 23/8/10)
Hi I booked a holiday fri to turkey money was taken out of my account but to have a call later to
say that the hotel was not available i could get a full refund but it could take up to 3days for it to
go back into my account, i then contacted another firm explain what had happened and they
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assured me that no money would be taken out until confimed so i went ahead only to have a
call following day saying the same so now i cannot book a holiday as i have to wait for the
money to go back into my account which could be longer because of bank hol are they allowed
to do this. (EM – 29/8/10)
my family went on holiday and hired a villa with [TRAVEL PROVIDER] . returned 28th july 2010
for 2wks still waiting for deposit .does not reply to emails i have sent every day since returning
.what can i do? (EM – 3/9/10)
Recently hired a gite in france where we experienced various troubles and were not receiving
prompt support from the helpline/owners. On return to UK we have not had refund of deposit
due and instead a charge for approx £3000 which we have not responded to at present. Please
can you help us? (EM – 4/9/10)
We travelled on a family holiday with [TRAVEL PROVIDER]s on 24 July 2010. We have been
overcharged by £922.50 since March 2010. Despite e-mails and telephone calls [TRAVEL
PROVIDER]s have failed to refund the overcharged amount. We are very disappointed with the
customer service and inability to resolve this straightforward dispute. (EM – 14/9/10)
I paid a deposit for a [TRAVEL PROVIDER] Big Reunion weekend the balance of which had to be
paid by Friday 1st Octboder. I called five or six times on that date to pay the balance but was put
on hold the longest time being about 25 mins. I then got cut off and told the lines would re-open
at 9 O'clock on Monday morning. At 9 I started calling by 5 past 9 I was on hold again and by
9.20 I was eventually answered only to be told that my weekend had been sold to somebody
else and that I couldn't have my deposit back even though I had tried to pay. (EM – 4/10/10)
My husband [NAME], booked a holiday via the internet with [TRAVEL PROVIDER] to go to Turkey
on 11 Oct 2010 to 18 Oct 2010. However as we went through all of the booking proces, including
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entering our payment details of our credit card, it came up with a message saying that our
booking had not been made and that we should contact them via phone instead. Instantly I
assumed that it has not gone through, as theire maybe something wrong with our card. Five
days later I tried booking again and went through the same process, at the end got a
confirmation of booking on the screen, it was in that message it told me to check my email inbox
for the documentation which will be sent into there. When I did check my inbox, i noticed i had
2 confirmation of booking for two holidays for the same dates. It had obviously als o taken the
money for the holiday I tried booking earlier. When i contacted [TRAVEL PROVIDER] to tell them
what had happened, they have refused to give my my money back. they have agreed to return
my accommodation and transfer money, but will not refund my airline tickets, which is a loss of
£349.00. I totally find this unacceptable. They say that I should of contacted them. However i
argued the fact that there was a problem with theire system, it should have told me then if
payment was going to be taken. I don't use my email account all the time, hence did not read
their message re confirmation. Can anything be done about this? (EM – 4/10/10)
I have recently returned from a holiday in Ibiza in which I rented a villa for a week. I paid a 1000
euro deposit and since my return 6 weeks ago the owner has been avoiding all my
calls/emails/letters etc. it has become obvious that he has no intention of paying it back. We
rented the villa through [TRAVEL PROVIDER] which put us in touch with the owner. I was hoping
that you might have some advice as to how best to reclaim our money. Any help would be much
appreciated. (EM – 11/11/10)
Booked a cruise with [NAME OF CRUISE LINE] through [TRAVEL PROVIDER] for Nov 2011. [NAME
OF CRUISE LINE] cancelled the whole cruise. We decided we wanted to have our deposit
returned to us and not take the rebooking alternative. We were told by [TRAVEL PROVIDER] that
this would take 2 to 3 weeks. 3 weeks later, still no money! [TRAVEL PROVIDER] say that they
cannot return our money until [NAME OF CRUISE LINE] retutns it to them. But our contract was
with [TRAVEL PROVIDER]. We still have no money. What can we do? (EM – 2/12/10)
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Holiday Significant Change Claims:
Our problem is a we booked our holiday with [TRAVEL PROVIDER], last Feb 2009. At the last
minute [TRAVEL PROVIDER] has changed the Hotel, as under new managment its been
withdrawn. No fault of [TRAVEL PROVIDER]. No fault on our side. Problem being this hotel is
cheaper they have sent us a refund of the difference, when we spoke on the phone the
supervisor said this was compensation, how?? thats what we have overpaid. Also we booked
last feb our argument is surley just good will would mean we pay last feb prices. We are so
disapointed we booked to go to a brand new complex 5*, [TRAVEL PROVIDER] now say it's 4*
same as we are getting. (EM – 1/3/10)
Have you any information about [TRAVEL PROVIDER] holidays to the bella vista appartments in
kassiopi corfu for 2010.We have heard they have cancelled these appartments for 2010We have
booked to go 28/5/2010 for 1week but they have said we will not hear anything till april, when
the season starts!!! (EM – 2/3/10)
Last September I bookd a [TRAVEL PROVIDER] tour to South America through [TRAVEL
PROVIDER], I paid the tour in full in Deceember and the flights were booked through [TRAVEL
PROVIDER]. This trip is approximatley 4 weeks long travelling through 4 countries. Due to the
Inca Trail being closed I was offered the opportunity to change trips/dates, which i did, [NAME
OF AIRLINE] are holding open the dates for my flights for 10 March 2010, i need a confirmation
of the trip change. this was requested on 22 February through their policy, I am still waiting for a
confirmation and I need to let the airline know by tomorrow otherwise I will lose half of my
money. I am being fobbed off by the tour company as I feel are [TRAVEL PROVIDER] who booked
it. Could you please give me advise as to the standpoint on this? I may lose my flight money, and
my dream trip. They are apologetice but noone is making a decision of taking reponsibility.
Many Thanks (EM – 3/3/10)
we have booked a camping holiday for 19th march 2010 for 5 nights, have paid in full when
booked jan. 8th 2010. we have paid for train tickets which are non refundable, the park have
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now asked us to change dates but we cant, what can we do? (EM – 11/3/10)
[TRAVEL PROVIDER] has changed the itinerary on its Pharaohs and the Promised Land itinerary
departing on April 7. Instead of seeing what it describes in its brochure as the greatest Crusader
castle in Syria, we call at a small seaside town in Turkey. Instead of spending two nights in
Ashdod, allowing us to see both the Dead Sea and Jerusalem, the ship sails to Haifa, where there
is a very small choice of excursions.They have also removed Cairo excursions from the
Alexandria stopover. (EM – 12/3/10)
Have you had any complaints regarding the [NAME OF HOTEL] in Teneriffe. We're booked in on
the 4th May but they appear to be having problems with the norovirus.. Thanks (EM – 15/3/10)
I saw an email freom [TRAVEL PROVIDER] of a [NAME OF CRUISE COMPANY] and after phoning
up about it booked it for me and a friend after [NAME] I spoke to said there were 2 left. Then I
saw the reviews and that [TRAVEL PROVIDER] had the same holiday more than £200 cheaper. I
rang 2 hours or less later to cancel was given a no to call on Monday which I did. Next Monday
15.3.10 I called them and they called me back to say there would be 90% of the cost lost by me
of the price if I cancelled. I had paid 1636.00 for 2 people [TRAVEL PROVIDER]. I cant even check
if it was [TRAVEL PROVIDER] cos the no I called Monday after I called to canel didnt know! I
phoned back [NAME] on the number he gave me after I paid and I got through on 15.03 to a girl
who could not provide me with any info on anything to do with the cruise on [NAME OF CRUISE
SHIP] to canaries on 5 April.. All this has left me cross. Is there not a cooling off period? I would
NEVER have booked this if I had known about the state of the ship or seen the pics I saw on the
net. (EM – 16/3/10)
[TRAVEL PROVIDER] are trying to downgrade the accommodation I booked for a family of five
holidy all inclusive to Turkey. I'd taken advantage of a early booking deal, booked 4 star
accommodation for a two week break 19 July, onwards and my final invoice shows that they are
putting us in the Annexe, which is 3 star. Same hotel but lower quality accommodation. After
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spending ages on the phone, they are offering our money back, but there's nothing left at that
resort for these dates. [NAME] in their e-commerce dept said that she would try and get things
sorted, but one week later, no news. We have to pay the balance in a couple of weeks, please
can you advise? How can I get the holdiay I booked? (EM – 18/3/10)
I booked a holiday tripfor myself and my husband to Cairo, Egypt via [TRAVEL PROVIDER]. The
trip was for 4 nights with half board, double room booking at [NAME OF HOTEL] Hotel. About 2
days before departure I emailed the hotel in Cairo to arrange transfers from the airport to the
hotel. They replied saying that they had no record of my booking and in any case they could not
accommodate us for the full length of our stay as they were fully booked for one of the four
nights. I attempted to contact [TRAVEL PROVIDER] however their lines were closed for the
weekend and the earliest I could call was Monday - the day we were scheduled to leave for
Cairo. I called [TRAVEL PROVIDER] when their lines opened Monday morning explaining what I
was told by the hotel manager in the email and advised them them of my concerns with the
hotel booking. They assured me that the hotel booking was made and that the shift manager
would investigate the matter immediately and contact me with any updates.Needless to say
that call never came and the matter was not resolved. We arrived at the hotel in Cairo and the
manager repeated that there was no booking for us. As we stood there arguing our case a fax
came through to the hotel labelled URGENT with a copy of our booking. (We saw the fax but
could not get a copy). Only then did the manager agree to book us in though he advised that the
hotel was fully booked the following night so other arrangements would have to be made. We
were told we had to check out at 12noon the following day and await further instructions. We
checked out before 12noon and were made to wait for over 4 hours while a tour representative
(sent on behalf of the agency) tried to find a hotel for us to stay in that night. We were finally
"transferred" to [NAME OF HOTEL] hotel (5 mins away) and were told that we could return to
[NAME OF HOTEL] Hotel the next day for the remainder of our stay. At [NAME OF HOTEL] hotel
we were given a twin bed room and we were told that no half board arrangements had been
made so dinner would not be provided. Furthermore no arrangements were made to transfer us
back to [NAME OF HOTEL] Hotel and we had to pay for this service ourselves. The entire ordeal
left us angry and completely threw our holiday out of order. We had to cancel visits tourist sites
and had to cut other visits short in order to make the check out time after the first night. The
entire ordeal was a huge inconvenience. When we reported this to [TRAVEL PROVIDER] we were
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equally annoyed by their responses. In total they have offered us £38 in compensation which we
feel is not justified. (EM – 19/3/10)
I booked a holiday with [TRAVEL PROVIDER] in October 2009 to Croatia for May 2010. Paid for
holiday in March 2010. Folowing week [TRAVEL PROVIDER] changed flight times which leads to
me losing one day of my holiday, miss my return flight from Gatwick to Glasgow which was
booked in October 2009. Be forced to endure a further two hour extension onto flights due to a
change in the schedule by travelling via Zagreb instead of direct to Dubrovnik. I also lose another
day at work as the only flight available to me from Gatwick to Glasgow is at 9pm, ariving
Glasgow at 10.25 pm originally 2.20pm, forcing me to miss my work which I intended to be at
for 10pm on May 27. Both [TRAVEL PROVIDER] and [TRAVEL PROVIDER] refuse to return my
deposit of £180 (EM – 22/3/10)
I am looking for advice and support following a terrible experience whilst travelling with
[TRAVEL PROVIDER] to the Maldives. My parents booked a treat 14k holiday for my 40th
birthday to Maldives. An island they had sepcifically chosen having been before. less than 48 hrs
before departing we were told the island of our choice was fully booked. We were told to spend
the first 3 nights elsewhere and then transfer. This did not happen, we then had to spend more
nights on another island and on it wnet for the duration of our holiday and we never actually
arrived on the island that we booked. We had 10 days of not knowing where we were satying
when we were leaving and we never un packed! A total lack of communication from [TRAVEL
PROVIDER] mean't I sepnt most of my holiday in an internet cafe trying to find out information.
[TRAVEL PROVIDER] have offered a £500 voucher off the next holiday! But what about the 14K
we spent on this one! (EM – 22/3/10)
I booked a holiday with [TRAVEL PROVIDER], for my boyfiend an I, we wer going 2nd March
2010. on 1st March they rang to say r hotel the [NAME OF HOTEL] was closed, an they wer
putting us in another 1 called the [NAME OF HOTEL] an they wud inform the pick up company
wen we got ther. On arriving the man that picked us up did not no an took us to the [NAME OF
HOTEL], i told him we wer going to another 1 now, wer he took us was way out from anywer, on
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arrival the staff wer friendly but the hotel was full of golf people as the golf course was at the
side of the hotel. We did not see any rep to complaine an we had to get buses every wer we
went, 1 night we went for sumthing to eat by the Marina an 4 men approched usshout stuff an
laughing i felt very thretend my partner is a big man but he wudnt ov stood a chance against 4
ov them so we wen t into a pub an stayed ther until they had gone. I just fell that we sud ov
seen a rep or sum1 to tell us wer the bad parts ov Costa De Sol (EM – 22/3/10)
Booked on 24.03.10 holiday to Egypt with [TRAVEL PROVIDER] ABTA No [NUMBER]. Received
email about 1.30pm on 26.03.10 advising me to call back by end of day (17.30) as they had not
had confirmation of flights and would cancel the holiday, which they have now done. Do not feel
this is sufficient time when people do not return from work until after this time. Tried to call this
morning and was holding for over twenty minutes in que and still no answered. This flight is still
being advertised on their website and I have taken a screen shot as evidence. (EM – 27/3/10)
We went on a Nile Cruise in Ocober 2009 with [TRAVEL PROVIDER]. We booked in person with a
travel agent to ensure that what we booked was the holiday we wanted - so we could ask
questions e[TRAVEL PROVIDER]. We explained that we are full time foster carers and the most
important part of our holiday was to be that it was an adults only one. This was our only holiday
away together alone so we wanted it to be special. A Nile Cruise was a perfect choice and the
travel agent explained that no children under 12 would be allowed to go on the cruise. The first
four days of our holiday was fantastic and we must praise [TRAVEL PROVIDER] and everyone
that put together the package as it was fantastic. However, on the return up the Nile when we
were looking forward to three days of quiet relaxation things changed. German and Japanese
families joined our boat and there were three children - one of which must have only been
about 4 years old. All definately under 12 years old. (EM – 31/3/10)
We booked for our holiday this year in august last year on the [TRAVEL PROVIDER] website. We
have paid in full for this holiday. It is a resort we have been to for 7 years, but this particular
hotel only once before. We have now heard that the hotel has not and does not ntend to have a
contract with [TRAVEL PROVIDER] this year, yet [TRAVEL PROVIDER] are still saying they are
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waiting for contracts to be signed. [TRAVEL PROVIDER] keep fobbing us off with wait a little
longer e[TRAVEL PROVIDER]. We need to get this resolved asap and hopefully get a full refund
from [TRAVEL PROVIDER] or just flights and transfers to the resort at a reasonable price from
them (EM – 31/3/10)
We arrived at the [NAME OF HOTEL] Phuket on 10/1/2010 to be told that our room had been
cancelled. When i asked why i was told that the tour operator [TRAVEL PROVIDER] Plc had not
confirmed the booking. I was asked to put up my credit card for possible payment for a room for
that night to see if the matter could be resolved the following day. When i contacted reception
the following day there had been no progress and we were also informed that if we could stay it
could not be for the full duration of our holiday because the hotel was fully booked and we
would have to move elsewhere. After many visits to reception and a meeting with a junior
manager i finally had a meeting with the general manager he reiterated all that his staff had said
and confirmed that we might have to pay again, also that if we had to move we woul d have to
go through this whole payment process again. Finally on the 14/01/2010 the general manager
[NAME] contacted us to let us know that we could stop the full duration of our stay and that
issue of payment had been resolved. This meant that during this period we were left anxious
and stressed about where we were going to stay and for how long,would we have to move and
would we have to pay again. I wrote initially to [TRAVEL PROVIDER] outlining our complaint and
informing them that we would be looking to be compensated accordingly, i also included a copy
of an email from [TRAVEL PROVIDER] to the hotel that states that i have already paid in full for
the hotel. They wrote back saying that they were investigating the matter. I have now received a
letter and cheque for £50 as full and final settlement as agreed. At no point have i been aware
of the amount they were offering so could not have agreed to it. I do not believe that this
amount reflects the anxiety and stress that we went through. (EM – 31/3/10)
I have a complaint against the [TRAVEL PROVIDER] tour operator. We had booked a 9 day
Europe tour with them well in advance and they have cancelled this when the travel is just 15
days away. My parents have travelled all the way from India for this tour. I have no other tour to
book them on since they are unavailable and are highly priced (EM – 1/4/10)
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I went on holiday to Turkey in October with my partner through [TRAVEL PROVIDER]. 12 hours
before we were due to fly out they contacted us to say our hotel was closed and would provide
an alternative. They stated on the phone that as the hotel was cheaper they would refund the
difference of £126, however after returning they are only offering £30. I have not accepted the
offer and wrote several letters to them. (EM – 7/4/10)
e booked a holiday through [TRAVEL PROVIDER]. Paid for the holiday in full and received
confirmation that our booking had beed excepted. 6 day later receive an email informing us of a
pricing error and wanting a further £160/ person to keep holiday or a refund. Are we not
entitled to the holiday at the agreed price and the increase is not due to any surcharges and by
confirming our paymenyt in full we have entered into a binding contract (EM – 12/4/10)
I booked a holiday on saturday to ayia napa with my 78 year mother for 5th May 2010. Asked
Agents for a quiet location and they went through the book and supplied a holiday with [TRAVEL
PROVIDER] and we paid £376 for 7 days self catering including flights. Looked on the website
and this place is for lively young people not for people of our age. Spoke to agent today they
spoke to [TRAVEL PROVIDER] today and offered us two more places which I am not happy with
and are not recommeded on watchdog and trip advisor. Told agent this and they said you
should not take any notice of sites like this. As alternative accomodation is not suitable they say
I will lose 70% of the money. (EM - 12/4/10)
hello i booked and paid in full for holiday for 2 to new york with [TRAVEL PROVIDER] .. 6 days
later i was informed by phone that my accomadation was cancelled. no specific reason was
given . i think it was underpriced . however i chose a lesser [TRAVEL PROVIDER] hotel with less
ammenaties on the conditin that the room had 2 beds . 4 weeks later [TRAVEL PROVIDER]
cannot guarentee my request for seperate beds, stating rooms are allocated on arrival. i feel this
is very unfair as my riginal choice was a 4 [TRAVEL PROVIDER] luxury suite . i have downgraded
to a 3 star standard room (EM – 13/4/10)
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my question isn't urgent. I am not due to go untli mid May to EGYPT, [NAME OF HOTEL] in Naqb
bay, Sham el Sheik. I have noticed, since March reviews on Trip Advisor regarding sickness,
diarrhoea & cramps. One even saying they have had Dysentry. I contacted [TRAVEL PROVIDER]
& they say they are not aware of complaints, but I e-mailed a few of these people who say they
have on-going issues with [TRAVEL PROVIDER]. All I wanted from [TRAVEL PROVIDER] is
assurance that they are dealing with it, aswe do not want to go on holiday to spend it being ill,
they did offer us to change hotels, but at our expense. I think they have a certain amount of
responsibility to their customers health, in this case knowingly sending holidaymakers there (EM
– 15/4/10)
Latest news of [NAME OF CRUISE COMPANY]s Ship "[NAME OF CRUISE SHIP]", we are a booking
of six people booked to travel on mini cruise 4th June 2010 to Ireland. In view of recent number
6 outbreak on ship, are we in law able to request full refund, as the company do not have a
good hygeine record. (27/4/10)
ive just received a letter from my travel agent say that building work will be going on at the
hotel im going to in tunisia i leave on the 16th may for 2 weeks can i cancel or must i take a
replacment hotel. (EM – 30/4/10)
As my husband became critically ill in Italy we had to cancel our holiday to Capetown, which had
been booked and the airline tickets paid for in May 2009 by credit card. We have been unable to
get any refunds, having tried the ticket agency,and the credit card company. We have been
trying since Oct. 2009 and also tried to get help from ATOL and ABTA, all to no avail. We are now
hoping for some help from our MP. It is impossible to contact [NAME OF AIRLINE] direct.We
wonder if you could be of any help, as we want to know what happened to the money which
was almost £2.000. We can ill-afford to lose this. (EM – 1/5/10)
Have recently booked a holiday with Jetline travel to Egypt traveling on 11th May 2010. The
hotel is [NAME OF HOTEL] advertised as a 5 star complex of 3 hotels with lots of facilities. The
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hotel's website advertised all rooms with balcony. The hotel have now said they made a mistake
abd there are no balconies also only one of the 3 hotels are open with limited facilities. (EM –
4/5/10)
Recently returned from 2 week stay and cruise.Due to operational and product prespective
[TRAVEL PROVIDER] holidays had to cancel cruise. Have been offered derisory vouchers as
compensation for loss of cruise. Also hotel was not 4 star as advertised. Can you advise and help
in this situation (EM – 5/5/10)
[TRAVEL PROVIDER] in july to [NAME OF HOTEL] turkey .my query is i booked all inclusive ,but
hotel does half board .i emailed the company im dealing with .they said in a roundabout way i
will get all inclusive but hotel has changed to halfboard but i will still be all inclusive .i wish to
know do i have any legal rights if im only giving halfboard (EM – 5/5/10)
we are due to sail on the [NAME OF CRUISE SHIP] 5th June from Southampton. Are you aware of
any recurrance of the novorvirus on the last cruise out of port on 22nd May. Am I within my
rights to ask for refund if this is the case as it will be the third week of illness on board. (EM –
28/5/10)
I would be grateful of any advice you can offer me with regards to significant changes which
have been made to my original holiday booking. I booked through [TRAVEL PROVIDER] a 5* all
inclusive hotel in Sharm el Sheik, however have been informed on the 24th May that this hotel
which i have paid for is now not available. They have offered me alternative accomodation
however of a far less superior standard to my original booking. Obviously i am concerned with
my current situation as i am now being told that i will have to go to court in order to get a full
refund on my holiday. With these concerns in mind i am in the process of writting a complaint to
[TRAVEL PROVIDER], who are informing me that i did not book a package holiday. However
other agents such as Trading Standards and Teletext where the original holiday was advertised
are informing me that because the payment i made where not broken down seperately into
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flight accomodation and transers that it was infact a package holiday. Obviously i appreciate
that your agency is very busy at present but would be most grateful for a speedy response as i
am due to travel on the 6th July and am extremely worried as i have no hotel or transfers. (EM –
1/6/10)
I booked a package holiday to Dubai through [TRAVEL PROVIDER] last year to get a cheap price. I
have since found out for myself that the [NAME OF HOTEL] we are meant to be staying at is
undergoing extensive renovations during our stay (01/08-14/08). [TRAVEL PROVIDER] did not
inform us of this and we are now asking them to relocate us to a hotel of the same standard but
they are refusing only offering us a refund on the hotel which is no good as we cannot find a
hotel at the same price. I think [TRAVEL PROVIDER] should re-locate us as they failed to tell us
about renovations. Where do we stand? (EM – 3/6/10)
i have just read a report on the sickness bug in the costa del sol,i am worried as i will be going in
August this year, the hotel will be staying in is a 4 star called [NAME OF HOTEL], we have stayed
their several times before i am queit concered about this as the invformation i am try to find out
about what is going on is seems to be very limited and and get no answers to my question? (EM
– 6/6/10)
Hi my wife and I paid for a 1 week holiday in Cyprus earlier this year. Total £900. the day before
we were due to fly out [TRAVEL PROVIDER] cancelled the holiday .but offered another hotel
which we accepted but when we got there it to was not available. We paid for a sea view we did
not get it we paid for extra leg room on the plane we did not get it etc etc we got messed about
by [TRAVEL PROVIDER] from start to finish and had a bad experiance from the whole holiday.
We have been in contact with [TRAVEL PROVIDER] and after a lot of letter writting they have
made us an offer of £250 to settle the matter. We think this is not good enough. (EM – 7/6/10)
My wife and I are due to fly to Vietnam via Bangkok with [NAME OF AIRLINE]. We have just been
informed that [NAME OF AIRLINE] have cancelled the return flight on 21 July from Bangkok. We
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were offered a flight on 20 July but this would mean curtailing our holiday in Vietnam which we
do not want to do. We have been told that it may be possible for us to travel back on 22 July but
this will mean changing our flights from Ho Chi Minh city (Saigon) to Bangkok (as we would have
to do on 20 July too), an additional night in HCMC and an extra day for boarding our two cats in
the UK. We'd be grateful if you would let us know what rights we have. Does Regulation 12 of
the Package Travel Regulation apply? We have booked all our flights and accommodation
through a travel company. (EM – 7/6/10)
Booked holiday with [TRAVEL PROVIDER] - booking for 13 people - paid for the holiday and now
company have come back to us to say that the hotel was overbooked - offered us a lower
[TRAVEL PROVIDER] hotel which we dont want anything they have offered is nothing like the
hotel we booked in the first place. How do we go about resolving this matter. Your answer
would be much appreciated (EM – 8/6/10)
as to my complaint, [TRAVEL PROVIDER]s have made me a good will gesture offer of £50 to be
accepted or rejected within 30 days what action do you recommend we take, for the upgrade to
a different room which cost us £106 when we returned to england we looked in the brochure
and also on their web site and it clearly stated that this was a standard room which they had
charged us for in Egypt (EM – 10/6/10)
I need some advise on a problem with [TRAVEL PROVIDER]. I booked a hotel throught them at
the beggininng of the year to arrive on Monday 7th June to find the hotel closed down. We were
told at the time of booking there is no need to reconfirm anything. The company then spen over
five hours decediing what they could do. including needing to verify that the hotel was closed.
We were then offered a refund on the original hotel and a new hotel to be paid for by them as a
gesture towards the stress etc. We have been charegd for the new hotel and no refund given.
They are now unwilling to discuss this matter and just keep me on hold, calls charged at a high
rate. There are other issues with this complaint as well who is best to help me deal with this?
(EM – 10/6/10)
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Kids Club - Opened as advertised on 1st June but clearly in an incomplete state. At no time was
it suitable for the demands of an 8 year old child (the age of our son) and proved to be an
irrelevance for the duration of our stay. (EM – 11/6/10)
Sir, My wife & I have booked a cruise in the [NAME OF CRUISE SHIP] (a [TRAVEL PROVIDER] ship)
to the baltic at the end of July, prior to reading your article . . . i am now a bit worried, we are in
our early 60's, and of averege health; do you know of any health problems in the ship we should
know about ? given the problems earlier in the year. (EM – 11/6/10)
Booked weeks holiday turkey in easter in a specific hotel.When we got there the hotel was
closed and being re built.Dumped in another inferior hotel which was surrounded by a building
site & go kart track. Also the whole resort of gumbet was closed & being Re built, no pavements
roads or lighting.We were never informed of any of this.Have complained by the book in resort
& back home .We are now over the 28 days with no reply other than an acknowledgement
letter from [TRAVEL PROVIDER].What would be the best way to proceed. (EM – 12/6/10)
I am booked on the [NAME OF CRUISE SHIP] from Harwich for a Baltic cruise leaving on Thursday
24th June. Is there any news as to whether the Norovirus is still active on the ship and what
health advice can you offer in terms of hygiene and management (EM – 16/6/10)
I recently traveled to turkey with [TRAVEL PROVIDER] however when we arrived we were moved
from the hotel we booked to a different hotel without being told. once we arrived home i sent a
email of complaint to [TRAVEL PROVIDER] aksing why we were not told of teh change and
describing the faults and things we disliked about the new hotel including the differences in all
inclusive avialibility and the cleanliness of th hotel room. Minutes later i recived a email from
someone at [TRAVEL PROVIDER] informing me of teh change of hotel asking me to get in touch
with them to confirmm that i agreed to the change, however the name on the top of the email
was not mine. This was two days afetr we have arrived back home. I have still not recieved any
response to my original complaint email. What can i do next other than keep emailing them as i
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feel tha t i shoud get a refund and compensation for lack of communitation costs incurred to me
in sorting out the mess and money spendt on the holiday that i should not have had to spend.
(EM – 22/6/10)
I was informed by email on the day of departure to Zante in Greece that my hotel was
overbooked (all inclusive) . This email was found only two hours before leaving for the airpot.
We were only offered an alternative choice in another resort. As there were other members of
my family staying in this resort my only alternative was to accept a refund. We had to find
accomodation on arrival at a significantly greater cost. I would be very grateful for any guidance
you could give me. (EM – 29/6/10)
My sister in law, husband and child ([NAME]) booked their holiday to the [NAME OF HOTEL]
from Monday 28th July for two weeks. they paid for an additional upgrade to allow them the VIP
access for the all inclusive pckage. On arrivl they were told that the hotel had not been
paid/overbooked!! They were moved to the [NAME OF HOTEL] which is not of the same
standard, and with a basic all inclusive deal. They paid £3300 for their accommodation to a
company called [TRAVEL PROVIDER] travel, aka [TRAVEL PROVIDER] aka [TRAVEL PROVIDER].
the company have been extremely unhelpful - they have their money and don't really want to
know. They have now been moved to the [NAME OF HOTEL] - butstill on a basic package. They
booked their flights and accommodation thro this travel agency, but unfortunately booked the
accomm piece on a de bit card. Can you advise please. I have sent numerous e-mails to the
company and spent all day yesterday trying to get someone to help them (EM – 30/6/10)
Please see the letter below and advise me if I have a cliam again [TRAVEL PROVIDER] . dear Sir/
Madam Good afternoon sadly this is a complain, and I would be grateful if you could forward
this to the complaints manager. During the process of booking my holiday with you I was
advised by [NAME] who was on the phone to the hotel confirming the booking while i was on
hold. I got off the phone and was very please with my booking. At no point during the phone call
was I advised that the hotel may over book and it would be cancelled. I have a three year old
son picking the right hotel and location is key to success of a holiday as I did not venture for far
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out of the hotel. We will email you a confirmation notice itemising your booking – please
ensure this is checked carefully and notify us immediately if any information is incorrect. Within
7 working days we will issue a confirmation invoice showing any amount due, if applicable. I
would like to add neither of the above took place.Should a hotel cancel a booking, i feel this is
something that should be stress when booking over the phone during the booking process,
especially as I am travelling with someone so young and even more so, if I do not access to the
internet to read the terms and conditions prior to booking. 10 days later i have a voicemail
telling me that i can't go on this holiday as the hotel has over booked. I would also like to add at
this point we had no tickets, no information through the post nor email of the holiday details. I
tried to obtain the information for [NAME] as to what the normal process is after booking a
holiday and my understanding I should have a had the tickets at this point so why did it take so
long? Your tickets are normally sent to you 7 days prior to departure. If you are booking within
2 weeks of departure, a Ticket on Departure will be arranged and an administration charge of
£10 - £12 will be levied. As you will hear from my recorded phone call this was not advised and
neither did it take place. After waiting a whole day for [NAME] to get back to me after waiting
for a response from the over seas partners, she confirmed that there was no longer any 4*
hotels that have AL facilities, however there is a choice of two 3* AL neither in the area that I
wished to visit. Or there was the choice of HB in a three star However this could not be
confirmed until the day before my supposed departure. I am now awear that your T&C stress
where possible. However it also says the same standard or above. This was not offered to me.
MY HOLIDAY WAS CANCELLED A DAY BEFORE WE WENT as the accommodation was not that of
the same standard nor the same location. When visiting trip advisor it also said that:
It was a very quite village with little to do.
It was half board accommodation.
It was a good 35 minute walk to the beach.
No entertainment in the evening.
No cooking felicities.
Was on a very steep hill, so steep a bus would not go up( late a night how would a get a suit and
buggy up that!)
26
The purpose of our holiday was also to allow an old work colleege to met my son, location
would make this very difficult for them to visit us. Since the phone call with [NAME] I headed
straight into the [NAME OF TOWN] town for all travel advisors in all the travel agents, to tell me
that, it was not possible to go to Turkey. There simply is no accommodation nor flights. Even if I
could have got a holiday there was have been an additional £18 per person, surcharge due to
the late booking.
I therefore due to your company have forked out on:
*The stress this has caused, for you just to say sorry we can offer you a full refund. It simply is
not acceptable.
*Travel insurance
*The endless time in phonecalls and writing this complaint
*EHIC cards
*The turkish lair I had changed up.
*I have no idea what my phone bill is due to this, having only a mobile it has not been charge as
a [TRAVEL PROVIDER] line. Not to mention all the other phone calls trying to rebook some
where else. This is excess of £100.
*A week off work which I have to take as my work is client based, app are booked many weeks
in advanced which forces me to take the leave with no holiday.
*A very disappointed son. How do you tell a three year there is no longer a holiday!
*It has also proved very difficult I have also tried to get a holiday in this country without success.
It really has amazed me how you can get away with doing this to people, I am on the
understanding it is out of your control but surely you should not take the booking nor the
27
payment. Yes you do offer my money back as proven it's not like I can book a holiday of the
same standard.
While taking this complaint to ABTA and holiday watch dog, I would like to stress that I would
like a recording of the phone calls with [NAME] (who I have to say overall was very helpful
considering the situation) accused me of be aggressive and attacking her As you will see from
the recording this is clearly not the case). As well as advising that she did not need to help me
and that she has worked longer than her hours to assist me and even coming in on the saturday
just for me! These things are within your control and are not that of good/standard customer
service. I have to stress from Saturday[NAME] was very helpful but, where you liaising over
broad it takes so long form them to get back to you that of course things will change. Mean
while we are sat with a ready packed suit case not knowing if we have a holiday or not. Not to
mention family's not making any plans for the day as they assume they are taking us to the
airport. After a phone call to my friends she confirmed they would travel to met me. I phoned
back to see if still available. Many times on holds I eventually get through and ask if it is too late
to take the [NAME OF HOTEL] option where ([NAME]) I was advised me she could not help as
[NAME] already dealt with the booking and she will call me back. That evening she did not. I
called back and spoke to [NAME] at seven o clock, by this point I'm sure the refund had come
through, and the flights would have gone. [NAME] confirmed she would try to call me back. No
call at by the twelve the next day. So I called again and spoke to [NAME] who could not help me
as [NAME] was working from home. [NAME] came back to me at one thirty to confirm flights
gone. I am now have a week at home unable to get a holiday. Can't take any more holiday not to
mention a very disappointed son. Please tell how you can get away with doing this to people. I
look forward to your response. (EM – 5/7/10)
We recently purchased a package holiday and upon arrival we told we would not be staying at
our chosen hotel, we were not offered anything equivilant and therefore spent our holiday in a
resort we did not chose and incurred further expense. We have written to the company (as
advised when out there) - please see the attached letter however we have not had any response
and are unsure as to what steps we can take next. (EM – 6/7/10)
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need advice on hols booked with [TRAVEL PROVIDER] worldwide for Jan 11. Discovered hotel
booked has major refurbishment work being carried out during that period. Informed [TRAVEL
PROVIDER]s who offered me the sister hotel which is 50 mins away in the middle of nowhere
whereas I had been recommended by them the first hotel as we wanted to be in or near a town.
Second option was to be bused to the other hotel everyday to use the swimming pool.A 50mins
journey each way.
Because I did not want to do this they are .now saying that I will have to pay more money if I
wish to change the hols. My husband and I have paid £980.00 deposit as wanted to travel
business class one way. The reason they want more money is the deal on the hotel in Borneo
was [TRAVEL PROVIDER]y 10 nights get 4 free. They will not let us change the international
flights or dates so we cannot shorten our hol.
Where do we stand legally as I cannot get to speak to a manager at [TRAVEL PROVIDER]s as I
booked through our local [TRAVEL PROVIDER] shop.
The above is the bones of the matter but if you could contact me I could give you more details.
Overall cost of the hol. £6,100 (EM – 7/7/10)
i act on the behalf of my brother and partner who are a profoundly deaf[disabled] couple. the
booked a holiday at [NAME OF HOTEL] grand caneria[peurto rico] in october 2009 for 2 weeks
begining 30th august 2010. with only 5 weeks left to the start of holiday my brother and partner
were suddenly notified that due to building work the travel agent[direct holidays] had moved
them, without any previous letter of explaination, to an alternative appartment and location.
now this in itself is understandeble if caused by unforseen circumstances but its the travel
agents attitude regarding the choice [there choice not my brothers] of the altrnative
appartment. the appartment [NAME OF HOTEL] which was my brothers origional booking is a 3
star rated and much superior appartment than the altenative apartment which is rated 1 star
the [NAME OF HOTEL] is right opposite the beach and just next to all the bars and resteraunts
while the alternative apartment [NAME OF HOTEL] is further inland with just very basic
amenities and no pool side barunlike the [NAME OF HOTEL]. this was one of the main reasons
why my brother chose the [NAME OF HOTEL].when i called into the direct shop to act as
intrepriter for my brother and discuss the possibility of compansation due to the fact that this
29
alternate appartment [NAME OF HOTEL] was blatently inferior in both location amenities and
price, the were having none of it and the also had the nerve to tell us that the had done my
brother a favour because the claim the [NAME OF HOTEL] would have cost more than the
[NAME OF HOTEL]. this is absolute garbage and after after over an hour of frustration and
heated argument all direct were willing to due is offer a full refund or a 3rd and different
appartment at increased cost which is I think disgusting. my brother and partner have now
reluctantly agreed to accept the inferior alternative accomadation but are extremely unhappy
about all the anxiety and stress direct holidayr have caused them. thanks for any advice you may
be able to offer. (EM – 8/7/10)
return flight time has just been changed to 9am from Corfu making it too early to take
scheduled hydro-foil from Paxos to Corfu on 2.8.10. Tour operator has offered water-taxi at 350
euro or overnight hotel on Corfu (cutting short our stay by one day) both at our expense. Can I
insist Tour company pay for the water taxi, our preferred option? (EM – 13/7/10)
i have booked a holiday for myself and partner through [TRAVEL PROVIDER] for 7th / 21st
September 2010. the holiday has been booked since August 2009. When going online to make
the final payment on 12th July, i became aware of a change to room accommodation
arrangements, that both my partner and myself find unacceptable. the holiday company are
willing to make a refund of the deposit or offer alternative accommodation. i have also offered
to upgrade to a superior room with some concession on price being made by the company. but
this has not been accepted by the holiday company and are infact comparing the difference in
price of the holiday from what we agreed to pay - last year against what it costs for the
upgraded room today. is this correct? should we be offered accomodation on a equilavent
specification? the holiday company has said this change has been made by the hotel and is part
of there accommodation package aggreement between both parties and they are not
responsible for this change. can i take this issue up directly with the hotel? i have received two
invoices for payment 1. dated 27th august 2009 - gives the correctly booked accommodation 2.
dated 7th december 2009 - gives the accommodation that is not acceptable. unfortunately the
change in detail was over looked at the time of receiving the second invoice. any further advice
on this matter would be much appreciated (EM – 13/7/10)
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We recently went on holiday to northern cyprus with a company called [NAME OF TRAVEL
COMPANY]. When we arrived we found everything that was in the brochure was closed and so
we asked to be moved. The move was into the centre of town not by the water as we had
booked and it was a very much more expensive hotel as that was all they had. When we stated
that they had misrepresented the holiday in the brochure they said one has to read the small
print and in it it says they are not liable for any closures of facilities in the hotel. We then asked
what were we paying for? Question - Can they do this and get off scott free? (EM – 14/7/10)
i have booked and payed for a hoilday the company has wrote to me and told me that the hotel
i wish to stay at is undergoing a refub they would get us a bus to there sister hotel that is 30
minutes away to use the pool there could be up to 100 workers there in the day if i wish to stay
at a different hotel with the same grade that i had then i would have to pay 1000 pounds more
can i cancel and get a full refund or what are my rights thankyou (EM – 14/7/10)
Please advise as we have not encountered this before. Is it in order for one of your members to
phone and ask for an extra £1450 before 11 am the next day? This is after paying a deposit last
week of £500 for a holiday in Kenya in October. The reason given for this is because [NAME OF
AIRLINE] are demanding early payment: pay up or our flights would not be guaranteed. We have
paid but we do find it odd as the contract is surely with the travel agent not the airline. ( EM –
16/7/10)
We booked our honeymoon with [TRAVEL PROVIDER] and chose a hotel advertised as not
accepting guests under the age of 16. This was a high contibuting factor to our chosing of this
hotel. We have received a letter stating that the hotel does in fact accept guests under the age
of 16. We do not wish to change our booking at this late date (6 1/2 weeks til departure) as we
are currently too busy with work and wedding plans. What recompense should we be offered
because of their inaccurate description of the hotel? (21/7/10)
we have just been told 8 days before we are due to travel that our hotel has been changed. On
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examination of this hotel it does not appear to offer all that our previous booking did and the
company has only offered £40 compensation even though our holiday is now £46 cheaper at the
new hotel. What rights do we have with this situation? can you do anything or do we just have
to grin and bear? (EM – 22/7/10)
What is considered fair compensation for a change to unsuitable accommodation. My holiday
company failed to respond to our complaints for 4 months and after getting ABTA involved have
offered us 15% compensation. Would this be considered fair? (EM – 22/7/10)
Tuesday this week I arrives home to find a letter from [TRAVEL PROVIDER], of which [TRAVEL
PROVIDER] are part of, advising me that due to Health & Safety reasons we are now being
moved to another hotel, in Side. We are not at all happy with this decision and want to know
why. I have spoken to reception at [TRAVEL PROVIDER] and have been told twice someone will
ring me back, as yet not heard from anyone, it is very difficult to get through as most often on
answerphone. I have rung the [NAME] resort directly and spoken to [NAME] in reservations,
who luckliy for me speaks good english, He tells me that the reservation for 10th August has
been cancelled, and that is all he knew, but said they had no H&S problems. In fact he said get
your money back from your opertaor and book directly with the hotel, which we could do but
will cost us an extra £214,00. Also I believe we are entitled to a full refund if we want it but this
will take 28 days to come through. (EM – 30/7/10)
We have been advised that there are no spa, fitness,gym…. facilities goinig to be available at the
hotel we have booked in Sharm el Sheikh. We are two families booked 5* all inc and these
facilities are an integral part of our holiday. We have e-mailed [TRAVEL PROVIDER] 3 times who
have informed us to contact [TRAVEL PROVIDER] ( 4 messages left) as we wish to be offered an
alternative or compensation that will cover travel to another hotel to use their facilities. NO ONE
will speak to us. We depart on the 17th August. Can you help? (EM – 2/8/10)
MY WIFE AND I HAVE JUST BOOKED A HOLIDAY FOR AN ALL INCLUSIVE HOLIDAY TO THE [NAME
OF HOTEL] ICMILER TURKEY THROUGH [TRAVEL PROVIDER] NOW WE HAVE BEEN INFORMED
THAT THIS HOTELS ALL INCLUSIVE MEANS DRINKS ONLY WITH YOUR MEALS WE POINTED OUT
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THAT ALL INCLUSIVE IS FOR ALLDAY EG 10 AM /11 PM WE WERE TOLD IF WE CANCEL OUR
HOLIDAY WE WILL LOSE ALL OF OUR MONEY OR IF WE TRANSFER TO ANOTHER HOTEL IT WILL
COST £60 pp please can you advise our holiday is due to begin august31 for ten days thank you
(EM – 5/8/10)
We are due to fly tomorrow and the travel agent has just phoned saying the hotel we booked
isnt available and we must be reassigned to another hotel that we have previously been too.
When we booked the holiday we specifically wanted the origninal hotel because travel advisor
gave it a 98% satisfaction rate. The reassigned hotel only offers 78% satsifaction but hotel rating
is slightly higher. We have flown from East Midlands and not Manchester to ensure we can to to
the original hote. The company say they cannot give a refund. I believe it is a significant change
and not of the same quality. We have paid £2500 and will lose this money. Can you help? (EM –
5/8/10)
I booked a holiday for myself and three friends in january of this year through the internet with
[TRAVEL PROVIDER]. The holiday is for one week H/B at the [NAME OF HOTEL], San Antonio Bay,
Ibiza. I had reviewed this hotel and it seemed ok. When I'd booked and printed off the details
sent through email, I realised the hotel was booked under [TRAVEL PROVIDER]. This did'nt worry
me to much has I had done this before. The reason I am writing to you is because a few days ago
I recieved a letter from [TRAVEL PROVIDER] informing me of an alteration to our
accommodation arrangements. I quote: Please note that the main restaurant of this hotel is
located in the [NAME OF HOTEL] which is 150m away. After a telephone call to [TRAVEL
PROVIDER] I was told that the email they had recieved said the hotel was having some
maintinace work done. I asked if it woul d be possible to be moved to another hotel he said he
would email [TRAVEL PROVIDER] and phone me back. After a few days he rang back and told me
under no circumstances will they move us. Apparantly it is the usual at this hotel that certain
appartments have to eat meals elsewhere. I was not very happy with this answer so I asked if
their was anythig he could do for us, his answer was, we can change your hotel but you will have
to pay extra and also pay a fee for him to change it. After reading reviews on the [NAME OF
HOTEL] which are not very good, I can see it is an all inclusive hotel which is what we did not
want. The reason we chose the hotel was because it was half board. The holiday is booked for
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16 september 2010. I would be so grateful if you could tell me what my rights are regarding this
matter. Can I insist that [TRAVEL PROVIDER] book us into another hotel. (EM – 6/8/10)
we have been informed of building works to our holiday in september we are offered if we want
to change of hotel, but we are being asked for ridiculous amount of money to do this, and if we
cancel it will take up to 5 days to get the money, we had our holiday tailored made to meet our
requirementa and [TRAVEL PROVIDER] online are no help at all so distressed dont know who to
turn to (EM – 9/8/10)
I am due to fly to [NAME OF HOTEL] sharm el sheik next week. Due to all the complaints I have
read about the sickness in the last 2 months I called [TRAVEL PROVIDER] to cancel. I did say I
would be happy to re-book another hotel. They just refer me to tob & say I will lose 100% of
money as its within 1 week. They have said they have not received enough complaints as yet to
be able to cancel bookings there. They have read trip advisor reviews & I have spoken to 2
solicitors who are dealing with these cases from the last month-which again they are aware of
but still say they are not prepared to let me stay elsewhere. Is there anything I can do? I said just
for common decency as I have a little girl-how can they send a child there knowing she will
probably get really sick! Please help-is there any way out of this? (EM – 10/8/10)
Hi some two to three days ago i had reason to contact [TRAVEL PROVIDER] over our hoilday to
tunisa.Reports on hoilday blogs were warning people NOT to book the [NAME OF HOTEL]
unfortunatley we booked last year. and are booked to leave 29 aug 2010 We were reassured by
[NAME] that there was NO records of people complaining over this resorts cleanliness or fascias
in the pool. It has since came to my attention that there is major problems with this resort REF:
the secret tourist 2100 hours BBC one wed 11 aug give a damming report over this resort We
are now waitng for [TRAVEL PROVIDER] to recontact us as we have asked to be moved to
another hotel they really dont what to move us at sort notice….Its now a waiting game WE DO
NOT want to go to this hotel.The edge has been taken off or holiday after looking forward to it
all year (EM – 12/8/10)
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i wonder if you could please give me some advise, we have booked to go to ciaro and stay in the
[NAME OF HOTEL] for 2 nights as part of our holiday and we have been now made aware by
another travel agents there is work going on in the hotel, which was not told to ask when
booking and paid for! we booked with [TRAVEL PROVIDER] and it is a [TRAVEL PROVIDER]
holiday! we made them aware we found out over 10 days ago and they are not being very
helpful, what can i do? i got an e-mail from someone in that hotel stating that construction
works will still be going on until at least oct! they say they are looking into it but have done
nothing in 10 days and i guess they do not intend doing anything and we are leaving on mon
16th aug. (EM – 12/8/10)
Hi can you please give me information on my rights ? booked [NAME OF HOTEL] in sharm and
due to leave 29th this month .having read some really awful reviews become concerned then to
top it all found out that the A/I that is listed is not the case ( food/drinks at the pool ) all food
needs to now be paid for encluding snacks listed ( burgers /chip/pitza to name a few ) what are
our rights on this ? can we demand to be moved to hotel that is A/I ? do we have to pay the
change over fee and the extra cost of new hotel ( prices have increassed since we booked ) the
travel company say we do but my point is that the ymiss sold us this hotel ????? HELP PLEASE
WE WILL BE LEAVING SOON .oh yes the other person is also disabled ( could not passible waly
from one side of hotel to the othet in 50 degree heat everytime she wanted a drink . (EM –
13/8/10)
Dear sirs, Myself and my 2 sisters booked a holiday in February 2010 with [TRAVEL PROVIDER] to
Kuala Lumpur and Borneo, for September 2010. At the time of booking we upgraded the rooms
to club level giving us many extras to the holiday. We paid in full at the time of booking. 3rd July
2010 we received a letter from the holiday group informing us that the hotel in Borneo is going
to start a refurbishment programme in September. The wing we upgraded to will be having roof
repairs, there will be 100 workmen on site, there is other work going on and there will be no
swimming pool but the hotel are offering a shuttle bus service to their sister hotel, the journey is
approximately 30-40minutes each way. We contacted the holiday company by telephone on the
5th July to express our concerns and request to be moved to the sister hotel. At the time we
were told we would have to pay extra if we wanted to move. After several telephone calls they
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agreed to move us to a standard room at the sister hotel. We did not accept this as we had paid
for upgrades and were not going to pay again. Also at that time on [TRAVEL PROVIDER] website
it was cheaper to stay at the sister hotel than the one we had paid for. Again after several phone
calls and an email from us they agreed to give us an upgrade but not to the club level. We said
we would accept this room if they gave us the extras that we had paid for. They refused to do
this. We asked them to put us in a standard room at the sister hotel and refund the extra £500
we had paid. They refused to do this stating that there were now no standard rooms available to
them. They then offered us a refund of £170. We refused this and they were considering
offering us £270 but have not confirmed this. They have today 13/8/10 said that they have no r
ecord of us booking for the upgrades. Unfortunately our email confirmation from them which
we received in February does not itemize our holiday package. We have been told that we need
to prove that we did upgrade. We believe that the fact that we paid the extra money is proof.
Unfortunately they have recently changed their webpage and the holiday package has changed.
The hotel we booked in Borneo which is being refurbished in September is not offered and the
price has increased. We very much want this holiday and want the company to treat us fairly.
We have not started to discuss the hotel in Kuala Lumpur with them but believe that we will also
not be getting the upgrades there. Last week we emailed the sales operator to request a
breakdown of what we have paid for, we have had no response. Our Booking reference is
[NUMBER] We are due to go in 6 weeks. The hotel we booked were the [NAME OF HOTEL] in
Kuala Lumpur and the [NAME OF HOTEL] in Borneo the sister hotel is the [NAME OF HOTEL]
Please can you advise us. (EM – 13/8/10)
could you tell me if a hotel have to inform you if there is any building work going on . we have
just come back from a trip to prague and we was woken up every morning at 7am by drilling
going on to the building conected to the hotel and then there was about ten builders building
right outside our bedroom window on another property one night they had spot lights on and
was working past midnight. when we asked reception they was not interested. Thanks (EM –
15/8/10)
I am very concerned about a holiday I have booked I have tried for three weeks to change the
hotel as the reviews are very poor but you cant get through on the phone or get a reply from
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the emails. what are my righta (EM – 16/8/10)
Myself and my mother booked all [NAME OF AIRLINE] flights to travel from London to Hong
Kong (via Singapore) and from Hong Kong to Sydney via Singapore, and we were provided with
flights [NUMBERS] on the date that we booked. However, about 58 hours before we were
supposed to fly, I found out through the [NAME OF AIRLINE] website, that one of the flights was
missing and one was rescheduled by 6 hours onto another airline so we emailed [TRAVEL
PROVIDER]. 48 hours before we were scheduled to fly, [TRAVEL PROVIDER]responded by saying
that they did not contact us as they received this information after business hours on the
previous day and that they would refuse to refund the cost of the ticket even though they had
failed to ensure that all tickets were booked correctly before compiling the itinerary Please
advise us how to complain against [TRAVEL PROVIDER] as they have breached the ABTA Code of
Conduct by changing our flights within 14 days of the booking without Force Majeure (EM –
17/8/10)
we have just returned from a short break to Reykjavik staying at the [NAME OF HOTEL]. We
booked online with [TRAVEL PROVIDER]. When we got to the hotel we found ourselves opposite
a construction site for a new Concert Hall, it was much less than 200 metres away from the
hotel. We had noise from the site from 7am until 2300. We were not told about this prior to our
stay and [TRAVEL PROVIDER] say they weren't either but as the construction was not taking
place at the hotel it is beyond their control and they had no need to inform us anyway. The
noise did spoil our stay and I wonder if you could clarify what [TRAVEL PROVIDER] were obliged
to tell us about the expected noise prior to departure and whether we are liable for any
compensation for our broken sleeps ? Thanks in advance (EM – 17/8/10)
I have an ongoing dispute with [TRAVEL PROVIDER] holidays regarding changes that were made
to a hotel we booked in January - for a holiday In September 2010. We were never informed of
these changes despite them saying they did. There should also be a telephone recording of a
conversation held on 23 July to this effect. I would appreciate you looking at the attached letters
and letting me have your opinion. Many thanks (EM – 19/8/10)
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Could you please answer my query as regard's to my holiday arrangement's with [TRAVEL
PROVIDER].I booked a holiday with [TRAVEL PROVIDER] on the 15/3/2010 to travel to Cancun
Mexico on the 14/9/2010 to the [NAME OF HOTEL] for a 14 day stay a hotel were we have stay
many times. I Emailed the hotel to tell them of are date of arrival only to recieve a Email from
the hotel telling me that the hotel witll be closed for the month of September. I immedately
informed [TRAVEL PROVIDER] about the hotel closure and showed them the Email I had
recieved from the hotel.they told me as they had not been notified of the hotel closure it was
still ok, but not to worry as soon as they get notice of such they would inform us. The [NAME OF
HOTEL] is an Adult's only which is Ideal for my wife and I as we are elderly ( 73 &75 ) We were
told yesterday that [TRAVEL PROVIDER] have offered us 2 other hotel's but they are family
hotel's not suitable for us. But if we don't like what they have offered us that's it. I can have a
refund.I think this is very unfair after telling them 9 week's ago and showing them proof of the
Hotel closure for the month of September. The other problem is as we are travelling from
Belfast the day before our departure to Mexico which is an early morning flight we have had to
book an overnight stay in a hotel. This also an added expense to our holiday.Could you please
tell me what redress I have with [TRAVEL PROVIDER] as regard's to this holiday booking, or what
[TRAVEL PROVIDER] should be offering us instead of family hotels, after all we booked an
ADULT'S ONLY HOTEL As I am very annoyed with [TRAVEL PROVIDER]'S response (EM –
20/8/10)
[TRAVEL PROVIDER] , have changed airline and airport to fly from , and flight time .We do not
find it acceptable , have rangthem to cancell but they say we must pay cancellation fee . Also
baggage allowance less . Due to fly on november 28th , to the Maldives , deposit paid , rest of
balance due 3rd October. Seems very one sided as it only suits them not us , please advise. EM –
21/8/10)
I went to lazorote on 20th June for 2 wks to a beach resort. The beach had been closed for
6mths and we werent told. When talking to other guests at our resort they had been told about
the beach and offered upgraded rooms free or upgrade to a 5 star hotel. The beach still hasnt
reopened. We complained to [TRAVEL PROVIDER] and they wrote to us on 21st July saying they
38
were looking into it and would take 28 days, to date we havent heard a thing. Where do we
stand? [TRAVEL PROVIDER] are still advertising that its a beach resort and dont mention being
closed. We know how long it was closed and is still closed as we have some friends there at the
moment and they visit their villa 3 times a year. (EM – 22/8/10)
I booked and paid (£948 which was advertised at £840) for a weeks holiday with [TRAVEL
PROVIDER] on 12th August 2010 to commence 17th August - 24th August., a self catering
holiday to crete for two people. ,a short while after the booking was made I received a phone
call to say the flight was 'unavailable' so would have to cancel !. , as no other alternative was
available I could not rebook another with them. obviously I was very annoyed , that no holiday
was booked so the travel adviser said it was no problem , I would receive a full refund, to which
I replied why was I receiving a 'refund' when no actual holiday was booked ?. I now realise that
[TRAVEL PROVIDER] take your payment details BEFORE your holiday is confirmed , so the
transaction was earmarked and could not be stopped !. I asked the adviser when would the
money be refunded, he said it would be processed the following day , so I assumed that would
be when I would have the money returned, not that simple!. The amount of £948.72 was
debited 17th august , and I have still not received it back.Several phone calls later with very
unsympathetic advisers , I asked what compensation I would receive for this inconvience ,
because there error meant I would be unable to rebook with another company , as they were
the only holiday funds I had which meant I could not go on holiday at all .[TRAVEL PROVIDER]
did not seem to be bothered about this and after looking online at Review Centre at other
peoples experiences I realise I'm not alone. I have filled out an online complaints form to
[TRAVEL PROVIDER] which has not as yet been acknowledged. I have also contacted [TRAVEL
PROVIDER] who my payment went to with no sucess. (EM – 22/8/10)
I have booked a holiday with a company called [TRAVEL PROVIDER] via [TRAVEL PROVIDER].
They have booked the wrong hotel and flight times and are trying to charge me a fee to change
although this is their fault. I have since looked this company up, every report on them is
negative and stated that they are a con firm who do this all the time and in some instances
there has actually been no holiday. I would appreciate some advice on this situation as soon as
possible please as we are due to travel on Monday 6th September 2010. I am going to also
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contact my bank and see whether there is anything they can do to help as I booked with my
[NAME] Debit card and the company themselves will not reund my money. (EM – 24/8/10)
I have booked a flight with [TRAVEL PROVIDER] to go to from Birmingham to Fuerteventura on
Wednesday 27 October, returning on Saturday 6 November. This is the only company that
provides 2 flights per week - Wed and Sat. There is only one flight per day. When I booked, the
outward flight was 14.45 but the company has changed this to 09.00, so I have to be at the
airport by 7am. I can no longer get to the airport by public transport for the flight. I cannot
afford to incur the cost of a hotel prior to the flight as already have to stay over on the return as
not due to land until 22.45, no public transport available back to [LOCATION]. [TRAVEL
PROVIDER] have informed me that this is regarded as a minor change and they cannot refund
the flight cost - to me it is a very significant change as I literally have great difficulty in ge tting
the flight. Is this correct? (EM – 24/8/10)
I booked a holiday this year to Italy (Sorrento) with [TRAVEL PROVIDER]. My ultimate goal is to
visit Peru but wanted to be sure a singles holiday would be right for me so decided to try
somewhere nearer home as a…. In choosing the holiday I specifically wanted a hotel with a pool
so I could spend time relaxing, swimming and sunbathing on some days and going out on trips
with the group on others. The holiday I chose clearly stated that I would be staying at the
[NAME OF HOTEL] and, when I looked up the hotel's website there were pictures of a beautiful
pool and grounds - perfect. After I made the final payment I got a letter to say they were
pleased to tell me they'd changed the hotel to one in a better location. However, according to
the website the new hotel ([NAME OF HOTEL]) did not have a pool - just a spa pool on the roof
terrace which didn't look very appealing and certainly wasn't suitable for swimming. I rang
[TRAVEL PROVIDER] to tell them I wasn't very happy but the girl I spoke to wasn't able to help
and said she would look into whether I might have the use of another pool nearby. Nobody got
back to me. A couple of weeks before I was due to go I got another letter telling me about
additional trips available and, as I wasn't going to be able to laze by the pool, and wasn't sure
what I'd be able to do on my own, I booked a further 3 days trips. When we arrived in Sorrento
the tour manager gave us details of trips available and on the bottom of the sheet it advised
that we could have the use of the pool at the [NAME OF HOTEL] across the road at a cost o f 5
40
euros per day. Had I known this before I went I would not have booked the additional trips (at a
cost of approx. £110) although I do believe [TRAVEL PROVIDER] should have offered this facility
without any additional charge. I did spend the Sunday at this pool which was ideal.
The [TRAVEL PROVIDER] booking conditions states that if they have to make a 'significant
change' to the holiday they will offer one of three options:a) accept the change
b) offer an alternative holiday of equivalent standard
c) cancellation and a full refund.
None of these were offered to me despite them defining one significant change as:"if we have to tell you that you will not be able to use the only advertised swimming pool at
your accommodation...for the whole or a large part of your holiday". I don't believe I received
the holiday I originally booked and I don't believe they've complied with their own booking
conditions. I complained in resort - which wasn't well received. I've written to them - the first
time to their Customer Services but their reply was very dismissive - the second time to the CEO
(on advice from your website) but they're not accepting my arguement and have sent me
vouchers off another holiday to the value of £25 ( I had asked for compensation to the value of
£110 - being the cost of the additional trips). I'm very tempted to send them back and take the
matter further but before I do I'd like your advice please. (EM – 24/8/10)
I recently booked a holiday to turkey with a travel agent. The resort was not complete and they
told me 3 weeks before my travel. The problem that I am having is that the travel agent are
saying it is the responsibility of the owners of the development for not delivering the product,
but i paid in full by credit card to my travel agent. They are adamant that they cannot give me a
refund and keep passing the buck. The owner of the development says that he had never
received any money and due to me paying on credit card to the travel agent that I should be
able to charge my card back. Where do I stand and what is the real situation with this scenario?
(EM – 30/8/10)
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I booked a holiday (flights & accommodation) with [TRAVEL PROVIDER] and received an email
confirmation order summary from them showing exactly what we had ordered - which included
afternoon flights to Malaga, using [NAME OF AIRLINE]. I received a phone call from [TRAVEL
PROVIDER], confirming that all was in order and asking if I would like them to include baggage
costs, to which I agreed. there was no discussion whatever about flight times being changed.
However, 2 days later, I have received an ATOL receipt which shows completely different flights
(with [NAME OF AIRLINE]) and at very early morning times - which we particularly wanted to
avoid. We spoke to them today and they say pretty much that there is nothing we can do, as
they say they can legally change flight times and carriers within a 12 hour window. Can this be
right? The y are still advertising the same holiday, same flights etc on their website and the
departure for this holiday is February 2011. I would be very grateful for your advice. (EM –
3/9/10)
To try and cut a very long story short, as we were spending 3 weeks in southern Spain this
summer, we decided to book a mini 2 day excursion to Gibraltar while we were there. The
highlight of this was to be a day trip to Tangiers. To play 'safe' we thought we would book this
excursion through a UK travel agent. Given that we were taking our 3 young children to Africa
for the first time, we wanted to make sure we were in good hands. This being the case, many
months in advance of our trip we booked two nights in a Hotel in Gibraltar with a linked
excursion through [TRAVEL PROVIDER]. Given that we had booked this excursion many months
in advance, I phoned [TRAVEL PROVIDER] on Friday the 6th of August to check that we were OK
for the Tangiers pickup on Wednesday the 18th. They returned my call and said that they could
confirm that the booking was made for the 18th of August. This being the case, on the 17th of
August we made the 300km round trip from our base in Spain to Gibraltar and on the
Wednesday the 18th of August we got up very early for the pickup to Tangiers. The pickup time
came and went and I then contacted the contact person I was given by [TRAVEL PROVIDER]. To
my complete disgust (I cannot say any less), I was told by their agent in Gibraltar that they had
changed the days of the Tangiers trips and no longer ran the excursion on a Wednesday. As we
had all been looking forward to this for such a long time, we were all gutted and did not really
have the stomach to stay in Gibraltar for another day so checked out of the hotel a day early.
Upon my return to the UK, I emailed [TRAVEL PROVIDER] and they told me that the trip had
42
been cancelled on the Wednesday due to 'bad weather in North Africa' and this was 'beyond
their control', this was a complete fabrication and after receiving concrete evidence from their
agent in Gibraltar that this was not the case, it was because the dates had been changed,
[TREAVEL PROVIDER] conceded that my version of events was correct but said they were not
really to blame because they had not been informed of the date changes either. As they were
acting as selling agents for the supplier, advertise the trip on their website and as I had actually
asked them to double check the booking only a matter of days before we turned up, I strongly
believe it is their fault and we should be fully compensated for our ruined trip. This entire trip
cost us the best part of £600 but all [TRAVEL PROVIDER] are saying they willing to return is the
cost of the excursion to Tangiers which was about £200. Given their clear negligence in this case,
do you believe that we are being treated fairly? I would complain to ABTA but do not think they
are a member. (EM – 3/9/10)
WE ARE DUE TO DEPART ON 06 sept 2010 to greece, Halkidiki. Our agent yesterday evening
informed us that our accomondation was not available. Until this tims they have not been able
to ofer us a suitable replacement and refused to give us a full refund. Can you please give us
some immediate advice as we currently stand to loose in excess of £6000. (EM – 4/9/10)
Advice regarding a witheld deposit please. We have written off the money now but surely
there's something we can do? We rented a 12 bed villa from [NAME] at [TRAVEL PROVIDER]
July and had a list of issues with the place on arrival. There were even issues before we got there
as they cancelled two villas finally ending up in villa no3. There were only 8 beds for a start
(first night was spent with four of us on setee cushions!) we were then provided with blow up
beds! The place was dirty, bed linen 'greasy', blinds broken so one room constantly in the dark,
electricity shutting off every 10-15 minutes (blamed on Spanish electricity, however I used to
live in Spain and never experienced it!) etc etc. We therefore nicely refused to pay the £200
cleaning charge as we bought cleaning products and cleaned the place ourselves and washed
bedlinen, along with the fact that the villa provided was not what we booked (12 beds!). On
returning home they have now refused to return our £200 deposit (surprise surprise!) with no
justification. We even took photos of the place on departure and it was cleaner than when we
arrived. They are not even answering our communications. Total silence! [NAMES]of [TRAVEL
43
PROVIDER]and their properties are certainly not to be trusted. (EM – 5/9/10)
When my husband and I arrived with our four children the hotel did not have a booking for us,
eventually we were able to go into a one bedroom apartment which we had to pay for until we
could contact [TRAVEL PROVIDER] in the morning. The following morning we contacted [TRAVEL
PROVIDER] who said yes it was there fault they had not sent the confirmation to the hotel, it
was now sorted we could get a refund for the night we had to pay for and they would move us
to a two bedroom apartment. I wrote a letter and complained as for one night we had not got
what we paid for, our children were very upset, we was unable to unpack and it cost us not only
on our card to pay for the room but also in telephone calls. [TRAVEL PROVIDER] have replied
offering us one night free at the hotel or a free upgrade. We don’t want to go back and our
booking was with [TRAVEL REPUBLIC] so I am not happy with our compensation. Can you advise
what I can do further as they have not fulfilled there contract. (EM – 6/9/10)
upon arrival at our hotel in Egypt we were told the hotel was fully booked so we were moved to
their sister hotel which had building works from 05:00 in the morning to midnight every day.
Can I do anything about this? (EM – 7/9/10)
I have recently booked (paid in full and have a receipt to confirm) a trip to Miami with [TRAVEL
PROVIDER] only to be advised a month later that the hotel I booked was incorrect, they had got
it wrong and was no longer avalible to me (though I do know there is still avalibility there!) they
have offered me an alternative but this is not in the same area (Miami Beach rather than South
Beach which I am not happy with) Is this acceptable / do I have any "leg to stand on" legally if I
insisted on the hotel I originally booked? (EM – 7/9/10)
I've just been notified by our Travel agent [TRAVEL PROVIDER] that their Hotel supplier has
informed them that the accommodation we booked ie, a 2 bedroom apartment is actually 2
interconnecting rooms without a living room or kitchenette. When I went to the supplier's
website they have got a description of these rooms on there along with other types of rooms,
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apartments etc. Yet at the time of booking the travel agent's website clearly stated 2 bedroom
apartments and I eventually booked it over the phone with them and was clearly told it was a 2
bedroom apartment and eventually received a receipt and confirmation stating 2 bedroom apt.
They told me that on checking again with the supplier - there are no more 2 bedroom
apartments and offered me an alternative hotel in the same area or to carry on with the holiday
and stay in the 2 interconnecting rooms plus £500.00 compensation or a full refund plus £50.00
compensation. They told me the problem stems from the Hotel giv ing the supplier the wrong
accommodation descriptions and that the supplier has then passed the wrong descriptions on to
them. Yet as I said previously the hotel supplier has the right information on their website ? I
decided to cancel as I've lost confidence in this Travel Agent (as I also had to phone them three
times to get a receipt and it took a month for them to send it!) and will now receive the full
refund plus £50.00 compensation but I now feel this compensation is not enough as It's ruined
all our plans as that was the hotel we really wanted to go to and we won't be able to get
anything of comparitive value with another TA or TO at this stage. I really feel that something is
amiss here and we have been missold this holiday. Can you offer any advice on this at all? (EM –
8/9/10)
When we arrived at the agency on Friday evening it turned out our villa was not in Kissimmee
but in a place called Haines City, miles away from anywhere! I was devastated and we called the
agent who told us there was nothing she could do until the Monday, i spent the evening in tears
and regretting the decision to book with you. On the Monday morning i called you and you said
you would look into it and call me back, you did call me 5 mins later and said you were waiting
for the person in charge to come and and would call me again. After a few hours i called you
again and got the answer machine where i left a message to call me and you still didn't, when i
called you again a couple of hours later you were closed. This is very bad customer service and
people who have paid alot of money for their holiday deserve more than that! I never received
a call from you again the rest of the holiday and the agency refused to move us saying that is
where you told them to put us, just in Orlando, well Orlando is a big place!! We had to stay in a
hotel 3 nights (i have the receipts) to be able to go and enjoy an evening out as the cheapest taxi
we could get (out of those that were willing to to drive out to Haines City!) was 80 dollars one
way! This included my birthday night out. This ruined our holiday and we will never book
through your company or one like it again. I have taken advise as i want to ensure we are
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compensated for this and we are entitled to be, i will not drop this complaint and will take it
everywhere i have to. This is a disgraceful way to treat your customers. (EM – 9/9/10)
due to fligh to bulgaria on 19 09 2010 recived phone call from tour operater to say the hotel we
booked has shut end of season we been offered another hotel that is cheaper than the one we
payed for can they do that or have got to upgrade us with no extra cost thank you (EM –
10/9/10)
I've booked a holiday with [TRAVEL PROVIDER] holidays from 25 October 2010 to 8 November
2010, and payed for it a couple of weeks agi. Today (13 Sep 2010) I've received a letter from
[TRAVEL PROVIDER] stating that my original flight at 7.30am has been cancelled, and instead
we'll be flying at 7.40pm. This means we effectively loose the Monday of our holiday. I checked
the internet, and the original 7.30am flight is still available, however, when I spoke with [TRAVEL
PROVIDER] they said that the flight was no longer available for package holidays. This means
effectively that [TRAVEL PROVIDER] have changed our original good flying times, for very bad
times, reduced the length of our holiday, all because they can get more money for our original
flight by allowing it to be booked flight only now, instead of honouring our booking. They've told
me this is in line with their terms and conditions, and basically there's nothing I can do. Is this
correct?? (EM – 13/9/10)
[TRAVEL PROVIDER] holidays changed our accomodation with no warning from self catering
appartment to full board hotelwhich we did not want.We were not told of this until we arrived
at the resort. Are we entitled to compensation? (EM – 14/9/10)
We are travelling on a holiday with [TRAVEL PROVIDER] in 5 weeks time. The holiday has been
booked for almost 12 months. They have just informed us that there is extensive building work
going on next door to the hotel (clearly this was happening when we booked the holiday but
they have only just decided to tell us about it!). We can change to another hotel but the
cheapest option is an increase of £461. Apart from cancelling the holiday and getting a refund
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do we have any other option but to pay the increase of £461 if we want to change hotels? (EM –
14/9/10)
We went on holiday to northern cyprus with a company called [TRAVEL PROVIDER]. The hotel
we booked we were told was a 4 star - however they omitted to tell us that building works were
being carried on within the grounds of the location of main hotel and was directly opposite. The
facilities they advertised were closed and also when we asked to be moved we had to pay more
money to be transfered to another in town hotel. We wanted a seaside hotel and got a town .
They are saying that the building works would not have upset our holiday that the facilities were
open etc etc. in fact denigning all responsibility. Can you advise? EM – 15/9/10)
My wife and I booked a cruise holiday with [TRAVEL PROVIDER] which over seven days would
visit a number of countrys one of which was Tunisia. Ten days before departure we have
received a letter from [TRAVEL PROVIDER] stating that due to a fault in their ship the itiniary has
been changed. The visit to Tunisia has been removed and a second stop at Sardinia included.
Having contacted the company I have been given every excuse ranging from: At least we told
you before you boarded the ship, you can go back to the shop and book somewhere else to "you
were only going to be there for a few hours anyway. I have been patronised and summarily
dismissed by succession of people the end result being "take it or leave it". They are not
delivering what was paid for. They have offered nothing concrete as a goodwill gesture and now
we are left with a feeling of disappointment before the journey even begins. At no time during
[TRAVEL PROVIDER] selling this holiday to us and accepting payment in full did they state that
changes may be made. They do not appear to accept any responsibilityfor their inability to
deliver what was paid for. Am I a luckless "punter" or do I have any grounds? This is probably a
minute detail compared to some you advise on but it is important to us. It is my wife's 60th.
birthday( in Tunisia!). (EM – 18/9/10)
I BOOKED A HLOIDAY WITH [TRAVEL PROVIDER] TO BARBADOS IN JAN 2010 AT THE [NAME OF
HOTEL],WE WAS TOLD THAT BUILDING WORKS WERE IN PROGRESS BUT WOULD BE COMPLETE
WELL BEFORE WE GO IN OCTOBER .TWO WEEKS BEFORE WE ARE TO DEPART [TRAVEL
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PROVIDER] INFORM ME THAT WORKS ARE NOT COMPLETE AND IF I WANT TO CANCEL THERE
WOULD BE A CHARGE , IS THERE ANYTHING I CAN DO WITHOUT LOOSING OUT AS I HAVE PAID
IN FULL (EM – 19/9/10)
i book a holiday with [TRAVEL PROVIDER] for self catering apartment in lanzarote for 8 weeks
from the 6/1/11 untill 3/3 /11 i have now been told there is no toaster no kettle so if we need to
have a cup of tea or toast in the morning we will have to hire them we have payed 2 , 532
POUNDS i feel as if we have payed for room only. i went to see [TRAVEL PROVIDER] to ask if we
could go to another apartment and was told if we payed an extra 500 pounds can you please
help me i am not looking forward to this holiday we are pensions and the first thing in a morning
is to get up and have a cup of tea and breakfast . (EM – 24/9/10)
I am writing with discust as to the recent hoilday that myfamily & I have just returned from,
having booked it only 2 weeks ago with your offices and having spent my hard earned money.
we as a family 2 weeks ago went in to your [LOCATION]branch looking for a holiday going away
on or after 23rd september for 1 week and sat with your rep to discuss and arrange the holiday.
your rep not only offered this hoilday but truly endorsed it and recommened it and on his
recommendation we proceeded to book the holiday and pay in full there and then. We got a
call a week later to come and collect our tickets at no time were we informed of what we were
to expect but we believed we were now ready for our holiday. On arrival on the 23rd
september at your ship the [NAME OF CRUISE SHIP] we were both disappointed and discusted
we were shown to our cabin My wife was in tears. which was not large enough for two matter
about four. the carpets within the cabin were threadbear with in the cabin and on the stair
cases around the ship there was mould in the shower cubical and in corners around the ship and
large amounts of Rust on the window seals and on the decking. We decided to make the most
of it the staff and crew were very friendly and helpful execpt for one (which i believe) very
important item the were all stating how glad they were that this was the last cruise and how
they were looking forward to the thursday 30th when the cruise would be over, we proceeded
to enquire as to why and they explained that the ship was being removed from servicefor a £4
MILLION refit and that they were surprised that we did not know about it we were shocked. For
the first two days we had NO swimming pool as it had been emptied for the crew to paint and
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they were painting the pool. my children were distraught as it was there holiday and they were
on holiday to swim and enjoy themselves. I have spent alot of my hard earned money to give
my wife & family a good and memrable holiday and this holiday will definatly be memorible but
for all the wrong reasons. We were not told that your ship was being removed from service or
what to expect as to the condition of both your ship or the state of of the accomendation. when
on Friday 1st October we decided to visit your [LOCATION] branch to voice our issues your
member of staff…..that you knew all of this and that you knew that it was being removed from
service for its refit and you knew this when we booked our holiday but you as a company
decided not to inform us either when we booked our holiday and no one thought it wise to
inform us.I do not believe that this is a way to either sell or carry out a buisness. (EM – 3/10/10)
I booked a hotel through a tour operator a while ago, they have now got back to me saying their
contract has run out with the hotel. They are now offering downgraded hotels with little
compensation(less than the difference in the cost of the hotels0) what should I do (EM –
4/10/10)
I need advice. I have booked a holiday to Barbados through [TRAVEL PROVIDER]. My holiday
begins on 10th October 2010. It has to come to my attention the hotel we will be staying at is
under 'soft refurbishment'. I don’t want to stay at the hotel. [TRAVEL PROVIDER] want to
charge me £80 to be moved to a similar hotel. I don’t want to pay this as I have already paid
over £3000. It has also came to my attention that the said hotel is in very poor repair, e.g.
buckets are used to catch rain water, the rooms are in need of refurbishment and that is the
other reason I don’t want to stay there. The hotel is not what they describe in the brochure.
Please advise, I’m taking my two children and feel very anxious. I look forward to your reply (EM
– 6/10/10)
I booked a holiday to Tenerife in July to go on 1.4.11 for 1 week. Book Ref [NUMBER] and paid a
deposit of £71.02 Last week i looked at the hotels own web site to discover that the pools are
shut and renovations will be taking place whilst we are there next year. There was no mention
of this( and still isn't) on [TRAVEL PROVIDER] website. The pool is the main part of our holiday so
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do not want to go to this hotel now that i know this information. I emailed [TRAVEL PROVIDER]
last week and have had no response at all. Yesterday i phoned [TRAVEL PROVIDER] 8 seperate
times, 3 of these times i was rudely cut off. No one seemed to understand that i wanted to know
what options were available to me all they kept saying was if i cancelled i would lose my deposit.
I asked to speak to a team leader and was promised one would phone me back in 20 mins - they
didn't! I phoned twice more and each time was promised a team leader would phone me back am still waiting. I have documented these telephone conversations if they are needed. I want to
know if i can change hotels with no additional costs or indeed cancel without losing my deposit
as the holiday i will be going to is not how it is described on [TRAVEL PROVIDER]s website due to
the closure of the pools and renovation work being carried out. As you can imagine 8 phone
calls later i was in tears as i was so frustrated and angry with people not understanding me and
with also being lied to about promises and guarantees that team leaders would ring me backI
have e mailed [TRAVEL PROVIDER] 4 times this morning and again still no response. This
morning i e mailed the hotel direct who told me it was extensive renovations being carried out
and there would be a lot of dust,noise and disruptions - she says all the tour operators know and
should advise people when booking. She has also dropped her rates for this period but not sure
that [TRAVEL PROVIDER] have.( see upload below) Please can you advise where i go from here?
(EM – 6/10/10)
I am pursuing a claim for compensation from [TRAVEL PROVIDER] Cruises, because they
cancelled 2 ports from a cruise my wife and I were on. I am attaching my latest letter to
[TRAVEL PROVIDER]s, which contains full details of the complaint. As you can see I have given
them a final chance to refund a portion of the holiday cost within 14 days, or I will take legal
action. Any help or advice you can give in this matter would be greatly appreciated. (EM –
6/10/10)
Travelled in July/August with [TRAVEL PROVIDER], a uk based company who arranged our
itinerary comprising safari in Tanzania and extension to Zanzibar. On arrival we were not met at
the airport and the safari company would not honour the arrangements due to lack of payment.
After 2 days being stranded in Arusha and after many e-mails to the company we finally began
our holiday. We had to use hotels of a lower rating than the original itinerary paid for and lost 2
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days resulting in many activities at the end not being possible. On our return the company
promised to evaluate the problems and compensate us. However, there has been no further
contact from them for 4 weeks. Where do we go from here? Many thanks. (EM – 6/10/10)
In Jan 2010 I booked a family [TRAVEL PROVIDER] holiday to Florida. I paid £4200 for the holiday
and booked [NAME OF HOTEL] in Orlando and paid for a 4 star resort with 6 swimming pools,
slides and facilities for children and also 9 resturants. Less than 16 hours before the flight was
due to leave the travel agent phoned me and told me that our accomodation had been double
booked and offered us instead a villa on [NAME OF HOTEL] and due to the young age of our
child we had to go through with the holiday. However, I informed the travel agents I would
complain officially when I returned. I did this and laid out all the problems. The Villa was in an
area with no amenties and was certainly not child friendly and also was a half an hour drive
from the Disney Parks instead of 5 minutes as I had booked for a reason. I have been info rmed
by [TRAVEL PROVIDER] that I will not receive any refund or compensation as we took their offer
of alternative accomodation even though we had no choice due to the late nature of the call.
We were actually loading the car to leave for the airport when they phoned. We paid £4200 for
a holiday that we did not receive and I cannot believe that [TRAVEL PROVIDER] do not have to
address this matter. Our entire family holiday was ruined and ended up costing us even more
money. I would appreciate your advice on my rights in this matter as I feel very cheated of the
'holiday of my dreams' and a lot of money. (EM – 13/10/10)
[NAME OF HOTEL] + [TRAVEL PROVIDER] holiday with [TRAVEL PROVIDER]. Having booked this
safari, we travelled on 3rd April 10 only to discover (after many questions and protests) 3 days
into hol that we were actually on a Simba Cheetah safari. We asked to be taken home but were
refused. Had to endure a holiday we would have cancelled had we been informed of the change.
[TRAVEL PROVIDER] have now informed us of their "final" settlement of £1200 to cover the
safari, not anything for the beach part. We would like to know if we are entitled to a full refund
ie £3500 as we would have cancelled the holiday given the oportunity if we could not have that
particular safari, as we have done many safiris before. [TRAVEL PROVIDER] claim their
contracted safari company changed the tour, surely [TRAVEL PROVIDER] is responsible for third
parties. Thank you for your time (EM – 14/10/10)
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My wife and I booked the Glacier Express Tour in July through [TRAVEL PROVIDER]s - 4 nts
Interlaken, 3 nts Zermatt, 4 nts Davos. Travel between Zermatt and Davos on the Glacier
Express. This was the principal reason for booking the holiday. Unfortunately due to derailment
the previous day, our trip on the Glacier Express was cancelled and we had to make our way by
Swissrail - 4 legs, 3 changes, carrying our own luggage and nearly 8 hrs in total and very
stressful. We lost that day completely and were shattered for the rest of the holiday - we are
both in our late sixties. I think we should be due substantial compensation but [TRAVEL
PROVIDER]s are refusing anything at all. We purchased the "Glacier Express Tour" and admittedly through no fault of their own - [TRAVEL PROVIDER]s were unable to deliver. Do you
think we have a case ? (EM – 15/10/10)
I and my partner returned from a one week stay in Tunisia (booking ref [NUMBER]) on Sunday
17/10/10. We work very hard and only get one opportunity of a break every year. We booked
with your company a week at the [NAME OF HOTEL] 4* AI. Our choice was based on online
reviews and recommendations from our friends, that the accommodation and service at this
hotel were excellent. So you can imagine how very upset we were when arriving at the [NAME
OF HOTEL] to be told that we were not booked in there at all, but booked in to the hotel next
door which was called [NAME OF HOTEL], a 3* hotel. We were taken over to the [NAME OF
HOTEL] where we booked in and went to our room, We were horrified at the standards of the
whole hotel. It was not in our eyes anywhere near close to a 3*. After taking a minute to study
our paperwork and realising the mistake we went back down to reception to show the desk that
we had actually booked the [NAME OF HOTEL]. They made 1 or 2 calls to see where the error
was but as it was a Sunday everywhere was closed so there was nothing to be done, and we
would have to sort it out ourselves on Monday. As it all appeared to be a genuine mistake on
the booking we assumed the problem could be rectified within a hour or two. We started
ringing your company from 8am on the Monday morning, and assumed that correcting this
problem would take just a short time to sort. Over the day we made many many calls to your
company with lots of promises from your staff of return calls, but none came. Here we were on
the second day of our holiday stuck in this dirty filthy hotel with our suitcases unzipped waiting
for a call back which would enable us to move to the hotel we HAD actually booked, [NAME OF
HOTEL]. Eventually at 7pm one of your colleagues DID call us back to say there was nothing he
52
could do for that day and we would have to stay yet another night in The [NAME OF HOTEL].
We arrived in Tunisia on Sunday morning and it took till Tuesday afternoon before we were
finally contacted by your company to say we were able to move over to the [NAME OF HOTEL],
half our holiday was over. As you can imagine by this time we were totally distressed, upset and
wished we hadn’t travelled at all. Our mobile phone bills for all the calls we had to make
combined are in excess of £105.00 a cost we can little afford. The holiday we saved hard for,
went from being a 7 days in a beautiful 4* hotel to just 4 days. We feel we are entitled to some
compensation as the error for booking the wrong hotel was due to an error made by your
company. We await your reply in terms of this compensation, for what went from a week in the
sun to a nightmare holiday. (EM – 19/10/10)
We booked a holiday with [TRAVEL PROVIDER] - they in turn booked accommodation with
[TRAVEL PROVIDER]. After having paid in full we were advised the hotel was overbooked and
there was no accommodation. We were offered alternative accommodation which we refused
as it was nothing like what we wished. We were then offered refund of the hotel cost but not
the flight or transfer which had been booked separately by [TRAVEL PROVIDER]. We were
offered upgraded accommodation at our chosen hotel at extra cost which [TRAVEL PROVIDER]
refused to contribute to. We accepted and paid but consider this unreasonable as the error in
overbooking was theirsYour comments would be appreciated (EM – 22/10/10)
Returned from a two week on the 31st july 2010 cruise holiday Booked Through [TRAVEL
PROVIDER] for the [NAME OF CRUISE SHIP]. booked cruise Aug 2009 to ensure both cabins were
together as my sister has anxiety problems. The cruise was to celebrate my 50th and my sisters
first holiday in 20 years. The cabins were changed two days before cruise putting us at opposite
ends of the ship. We were not notified of changes and would not of have accepted the change.
We refused to board and were assured by the port staff that once we had boarded the customer
services would help us. I spoke with a [NAME] who did not seem to care about the cabin
changes and went to great length to tell me infront of a que of people that [NAME OF CRUISE
LINE] do not make upgrades and that i would need to take the matter up with the booking agent
. I asked could we swop the upgrade for our original cabin he said no. To add insult to injury I
had to go and collect our luggage from outside the cabin originally booked. A letter was waiting
53
for me up on my return home dated 23rd july from [TRAVEL PROVIDER] saying about the
changes however we were already 6 days into the cruise. I had a very bad time during the first
week of the cruise dealing with my sisters problems of being over anxious. I have written to
[TRAVEL PROVIDER] and spoken with them and they say it was the fault of [NAME OF CRUISE
LINE] but they say it was the fault of [TRAVEL PROVIDER]. Could you offer me some advice and
help. (EM – 22/10/10)
Having problems with [TRAVEL PROVIDER] overcharging for a hotel booked with them. Currently
in unresolved talks with them due to travel 20/11/10. Booked a hotel which had appalling
reviews and upgraded. Will not contra £750 from the cancellation of the first hotel, despite
stating that that there was no charge to cancel. (EM – 24/10/10)
Hi -in brief having problems with [TRAVEL PROVIDER] and a holiday we booked last may for next
may. first they wrote to us and said our flight had been moved because the air craft was too
small we couldn't fit on. the alternative flight they offered we could not do as it was in term
time and i am a teacher. when i phoned they said nothing they could do. i checked the website
and they were still selling holidays for the flight i had booked. i phoned back, i have spoken to
many people now - there are seats available for the origin flight we booked, but trying to get
seats back on this flight is a nightmare and i keep getting passed from rep to rep. also by chance
of phoning up about the flights we found out our hotel is cancelled. half of the reps admit this
the half don't. impossible to get new hotel, they tell us we'll need to pay for a new hotel? can
you help me with this? thanks (EM – 25/10/10)
My family and I were very disappointed to find that after paying a supplement to fly into our
local airport ([LOCATION]), our flight was then diverted to Gatwick. This was not an emergency
diversion & [TRAVEL PROVIDER] were aware of the plans, but failed to inform any of their
passengers until we were in the air (thus preventing us from making alternative arrangements).
We lodged a complaint via their website - but we had to chase twice & waited 3 months before
they eventually bothered to respond. Initially I would have been happy with an apology, but
after the failure of their complaints procedure I feel compensation would be more appropriate.
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Can you advise if this is something you can assist with. At the very least I feel that [TRAVEL
PROVIDER] should be taken to task over their dismissive treatment of their customers. It is not
something Iwould have expected from an ABTA accredited company. I should be happy to
forward a copy of all the relevant communication to you. (EM – 25/10/10)
I have booked and paid for a 5 star holiday to Malta leaving in 11 days. Please see attached the
original offer. Having discussed the holiday, I paid the full amount, which was subsequently,
withdrawn from my account. 5 days after booking I receive an invoice telling me that I am
staying at a 3 star hotel. I then proceeded to call continuously for 7 days trying to get somebody
to address the problem. I have now been offered alternative accommodation, at cheaper
hotels, but with no discount on my original booking. They are also refusing to return my money
to me. What rights do I have and what can I demand of them. I feel very mistreated, and a
holiday that was supposed to be a surprise birthday present for my girlfriend has turned into a
horrible mess Thanks for your help. (EM – 26/10/10)
On 1st oct my wife and I celebrated our Golden Wedding anniversary on a cruise [NAME OF
CRUISE SHIP]. Provider – [TRAVEL PROVIDER]..Our documentation states that we should have
had a cabin with a balcony instead we had a cabin with a very restricted view and no
balcony.[TRAVEL PROVIDER] has not responded to my complaint made a fortnight ago. (EM –
28/10/10)
i recently went on holiday through your abta member [NUMBER] .We were booked into the
[NAME OF HOTEL] on booking we specifically requested only this hotel and were reassured
there would be no changes to booking as we had read there may be a problem .We recieved no
communication before leaving for our holiday about over booking as some of the other clients
had and arrived only to be told we were being taken to their sister hotel over the road which
although 5 star rated was badly in need renovation and nowhere near the standard of our
original hotel .We tried to contact our rep immediately as directed but didnt make himself
available untill the next day we were offered compensation measures which were laughable and
told we had no option but to accept this by our rep.I would like to know what i can do a bout
55
this situation ,i have made a formal complaint to the company and am awaiting a reply,and what
rights do i have if the situation should happen again.I can only say that surely this is plain breach
of contract and if travel agents or hoteliers ,whoever is responsible are not stopped from
carrying out this practice it will be a disgrace to the travel industry and clients will never be able
to book with confidence. (EM – 28/10/10)
We have recently returned from a holiday to Benidorm booked throught [TRAVEL PROVIDER]
accommodation only. When I booked the holiday I booked the [NAME OF HOTEL] as we have
stayed there previously and enjoyed it. the location is excellent the staff and communal areas
are all very clean. We received our hotel voucher, and 2 weeks later I had a phone call from
[TRAVEL PROVIDER] to tell us the accommodation was overbooked, so they had transferred us
to the [NAME OF HOTEL]. I read reports on trip advisor and they were terrrible. I told him we
wanted the [NAME OF HOTEL], as it is the nearest location to the [NAME OF HOTEL]. They
eventually agreed to this, we could have had our money refunded but our flights were then
booked! The [NAME OF HOTEL] was terrible, sewage smells a constant smell of vomit, very
poor food hygiene, a splatter of vomit left on the floor after my wife report it to reception. After
2 days we had enough, so I phoned [TRAVEL PROVIDER] in UK who said they would have to
contact their supplier. It was the next afternoon before they got back to us and told us there
was nothing could be done. I asked for a transfer to another of the [HOTEL CHAIN NAME] group
hotels in Benidorm,as they were cleaner, she called back and said they were full up. The website
showed vacancies, she told us even if we did go somewhere else we would be charged 100% We
could have checked out and done that ourselves!! the person I spoke to [NAME] said [TRAVEL
PROVIDER] would do something for us on return. I have written to them and sent it recorded
delivery I gave them 7 working days, but they have failed to respond it is now over 2 weeks since
I sent the letter, What is the next step please? I also copied ABTA into the letter to [TRAVEL
PROVIDER] they have acknowledged the letter and will respond later. When [TRAVEL
PROVIDER] had overbooked us, I wrote to them saying it was unsatisfactory and they ignored
that too, so it seems they do not respond to complaints?? (EM – 30/10/10)
dear sir i bo oked a holiay with [TRAVEL PROVIDER] as a package when the papper work came it
was all booked separetly i booked an allinclusive adult 4 * we have found out that building work
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there wont be finished and the hotel wont be open they offered us other hotels but not up to
the standered which we payed for we are going on the 11 nov 2010 how do we stand in this
matter thank you (EM – 30/10/10)
I BOOKED 2 ROOMS A/I IN JUNE FOR 2 WEEKS ONLY WHEN ARRIVED IN TUNISIA [NAME OF
HOTEL] ONLY ONE FAMILY ROOM GIVEN [TRAVEL PROVIDER] INVESTIGATED AND HOTEL TOLD
THEM I REFUSED 2 ROOMS AND TOOK 1 THIS IS A LIE HOTEL TOTALLY FULL WHICH THEY
ADMITTED TO SO NO EXTRA ROOM AVAILABLE WANT COMPENSATING (EM – 31/10/10)
I booked a holiday on saturday with [TRAVEL PROVIDER] in store. Since I have realised the
holiday is a really poor resort and called to see where I stood on getting my deposit back as it
would cost £500 to change to a decent place. i was told i would not get a refund and to top it off
we would have to pay a further £400 to cancel! (EM – 2/11/10)
ARRIVED IN RESORT ,DROPPED INTO WRONG HOTEL AT 4am .contacted resort offiice told to see
rep at meeting at 2pm.conditions so bad could`nt use room or bathroom sat in lobby till
meeting .showed rep e-mails confirming our booked hotel ,would not take action tillhead office
contact.conditions detereated "take us out or home" twelve hours later offered alternative at
cost of £112 we took it. wife distressed seeking refund,explanationcompensation,apology (EM –
3/11/10)
Before May 2010 we booked a holiday with [TRAVEL PROVIDER] for 2011.We have holidayed at
the same place for several years.May 6 th 2010 we went on our holiday,when we got there we
were told that no contracts had been signed with [TRAVEL PROVIDER] so there was in reallity no
holiday.Ithen proceded to see our travel agent,our may I add is [TRAVEL PROVIDER] and got told
there would be no problem .I have tried to phone [TRAVEL PROVIDER] ,but got no help,just got
toldthe phone line is just for internet .We have been told we have to wait for a letter from them
before we can do any thing.We have friends who have booked same holidayand are in same
position as our selves.Please can you advise as to what to do next,we want to go to this
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destination ,but as time goes the holidays are getting fewer and more expensive (EM – 5/11/10)
HOTEL OVERBOOKED 4 NIGHTS IN INFERIOR HOTEL 3 NIGHTS IN BOOKED HOTEL ( BOUTIQUE
HOTEL) CONTACTED TRAVEL FIRM ([TRAVEL PROVIDER]) HAVE HAD NO CORRESPONDANCE
WHATSOEVER RANG THEM THEY SAID THEY WOULD CONTACT ME HAVE HEARD NOTHING
HOLIDAY TO CYPRUS WAS RIUNED DUE TO THIS PLEASE CAN YOU HELP. (EM – 5/11/10)
after booking our holiday and paying deposit the hotel that we have booked with as now put a
notice on its website saying major disruption during the time of our stay because of building
work I have emailed them and they say facilliteis etc will still be open and work will take place
between 900 and 500pm please could you advise our rights re this situation thank you (EM –
7/11/10)
We recently stayed at the [NAME OF HOTEL], Gran Canaria for 7 days flying with [TRAVEL
PROVIDER] Holidays. The cost of the holiday was close to £2000. On arrival we found posters all
over the hotel informing of a strike the following Wednesday - we also received a similar…. from
the in-resort [TRAVEL PROVIDER] rep. On the day of the strike (which I accept was beyond the
control of [TRAVEL PROVIDER]) we had a greatly reduced service and in general this tainted our
whole holiday experience. Also, all meals were served on paper plates and the main restaurant
was closed at lunchtime. The specialist restaurant was closed at night. We think this was hardly
a £2000 holiday experience. We have asked [TRAVEL PROVIDER] for compensation (about £150
in vouchers off our next holiday) - this being what we estimate the difference to be on the
service we received for that day against what we had paid [TRAVEL PROVIDER] for. [TRAVEL
PROVIDER] told us they knew nothing of this strike and refused any request for compensation.
This we contest bearing in mind the posters around the hotel and the…. from the in-resort rep.
We contest that as [TRAVEL PROVIDER] did not inform us of the strike before we flew on
holiday, which on a 7 day holiday is a major event, they took a corporate decision and so
removed us from any decision making process. As such, we say they are liable for not supplying
the goods we have paid for and want a partial recompense. Can you advise if we are being
reasonable about this and where to go next? (EM – 8/11/10)
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I need your advice I wrote to [TRAVEL PROVIDER] 30.07.10, they did respond and stated they
would response within 28 days as they would be loooking into my claim, wrote to them again in
September and they stated they were investigating still, I wrote to them again 30.10..10 and to
date have had no reply. Where do I stand with my claim, arrived at hotel and they had no record
of our booking, [TRAVEL PROVIDER] did not repond to any calls made whilst we were on holiday,
if it was not for my mothers intervention we would of had to pay for hotel again!, please can
you help as I am getting no where with my claim with [TRAVEL PROVIDER]? (EM – 8/11/10)
My boyfriend and I am are currently in dispute with our holiday company over a hotel they have
booked us into which wasn't the one agreed at the time of the booking. We have emailed our
complaint and written to them on several occassions and they have fobbed us off with no
resolution. We were due to pay our final bill of £1700 and they have not chased us for this. We
are concerned that either this is a fradulent company or they are about to go out of business.
Can we please have some advice on this as we have already paid an initial desposit of £600 (EM
– 8/11/10)
As a brief summary we (myself and the people cc’d into this email) booked an all inclusive 10
day package to Tenerife to a 3 star resort ([NAME OF HOTEL]) through [TRAVEL PROVIDER] but
with a company called [TRAVEL PROVIDER]. After booking I heard from Trip Advisor that the
hotel was undergoing a refurb and so I sent an email asking the company to double check this
before we left as we would cancel and book something else if we were going to be disturbed.
After some emails back and forth we were assured it was only “cosmetic work” and everything
would be as normal. Needless to say we got there and not only were the works noisy but half
the facilities at the complex were closed due to it. (EM – 10/11/10)
I booked a holiday for 2 with [TRAVEL PROVIDER], Nov 2 to Nov 5 . Cost £3300 two days cooking
with Michelin chef [NAME]. Page 24 of the [TRAVEL PROVIDER] brochure. When we got to the
[NAME OF HOTEL] the said chef had taken a holiday so we did not get the cooking experience
expected. I contacted the company on my return and had an apology. (EM – 11/11/10)
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WE RECENTLY BOOKED A HOLIDAY WITH [TRAVEL PROVIDER] TO INDIA.WE BOOKED A
PARTICULAR HOTEL FOR THE FACILITIES. WHEN WE GOT TO INDIA WE FOUND THE HOTEL HAD
NONE OF THE SERVICES WE REQUIRED. BEFORE WE TRAVELLED WE E MAILED THE COMPANY TO
MAKE SURE THE HOTEL HAD A POOL, THIS WAS IMPORTANT TO US. [TRAVEL PROVIDER]
REPLIED SAYING YES.WHEN WE ARRIVED THERE WAS NO POOL. AFTER CONTACTING A [TRAVEL
PROVIDER] REP WE WERE MOVED TO ANOTHER HOTEL. WE HAD TO PAY APPROXIMATELY £400
MORE FOR ALTERNATIVE ACCOMODATION AND WERE TOLD WE WOULD BE ABLE TO CLAIM THE
MONEY BACK ON OUR RETURN. WE HAVE TRIED TO SPEAK TO [TRAVEL PROVIDER] REGARDING
THEM MIS SELLING US THE PRODUCT, THEY JUST SAID IT WAS NOT THIER FAULT BUT THE
HOTELS. WOULD IT BE WORTH TAKING THIS MATTER FURTHER. I WOULD BE MORE THAN
HAPPY TO PROVIDE MORE INFORMATION TO YOURSELVES IF REQUIRED (EM – 11/11/10)
I RECENTLY BOOKED A HOLIDAY TO EGYPT WITH MY LOCAL [TRAVEL PROVIDER] TRAVEL AGENT.
I FEEL WE HAVE BEEN TOTALLY MISSED SOLD THIS HOLIDAY DUE TO US ONLY BOOKING IT WITH
REGARDS TO AN ON SITE WATER PARK AT THE HOTEL.UPON US REACHING EGYPT AND
SPEAKING TO OUR HOTEL REP WE THEN FOUND OUT THE WATER PARK WILL NOT BE AT THE
HOTEL UNTILL NOVEMBER 2011. WE ONLY BOOKED THIS HOLIDAY RESORT FOR THE WATER
PARK SO AS TO ENTERTAIN OUR NEARLY 3 YR OLD SON,DUE TO MY PARTNER BEING 3 MONTHS
PREGNANT AND NOT WANTING TO SPEND TIME IN TAXIS OR COACHES TRAVELLING TO PLACES.
WHILST OUR REP TRIED HER BEST TO HELP US WITH MATTERS BY SPEAKING TO THE BRANCH
,WE WERE ASKED TO GO INTO THE BRANCH WHEN HOME TO DICUSS COMPENSATION FACE TO
FACE . AFTER DOING THIS I WAS TOLD BY THE MANAGER ( [NAME] ) THAT THIS WAS OUR FAULT
FOR NOT KNOWING THERE WAS NO WATER PARK AND NOT THERES, EVEN THOUGH WE
BOOKED THE HOLIDAY WITH THEM THROUGH A BROCHURE FROM THERE SHOP OFF OF THE
SHELFS AND AT NO POINT DID THEY INFORM US THERE WAS NO WATER PARK (EM – 11/11/10)
Tour operator Cancelled holiday aprrox 36 hours before flying out due to overbooking, however
we booked on Tuesday the 9/11/2010 and were due to fly on the 14th 5 days later, we were
informed on friday 12th at 4:20pm that the holidays was cancelled giving us little time to find an
alternative. [TRAVEL PROVIDER] and the [TRAVEL AGENCY] have refunded the amount we paid
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with £25 compensation however they failed to provide us with a suitable alternative and asked
for more money to do so.(double what we originally paid) Where do we stand as they had a
contract to supply the holiday as sold to us and have failed to do so after the contract was
agreed. Many reasons as to why it had to be this week including……..All this explained to
[TRAVEL AGENCY] and [TRAVEL PROVIDER] at the time. (EM – 13/11/10)
We traveled to Phuket with [TRAVEL PROVIDER] only to find that there was extensive building
works. We had gone with friends to celebrate a birthday, they had booked some months before
and it was a late decision to join them. This was approximately 2 months before travel. We
complained whilst out there and we were offered a move. This really wasn't possible as we were
holidaying with friends and we thought it too rude. My problem is that [TRAVEL PROVIDER]
didn't divulge this information to us. If they did I would never have committed to this holiday.
There have been various correspondence (see uploads) and there final one (not uploaded)
basically says that other people were there and they didn’t complain and are not prepared to
make any further offers. My original complaint was made a couple of days after arrival and we
also sent a CD of the noise and extent of the building works neither of these are uploaded.
Thank you in advance for your assistance. (EM – 13/11/10)
booked holiday approx 2 months ago [TRAVEL PROVIDER] Tunisa, 1week stay at [NAME OF
HOTEL] advertised as 5 sun hotel, and confirmed as such) To be told now that it is only 4 sun as
advertised in winter brochure.No offer of compensation or to honor a 5 star holiday at the price
advertised.Only offer being a refund or a move to a 5 star hotel at additional cost to us ! We feel
this is unfair as we were offered a 5 star holiday at a given price only to be told that if we still
want it we will have to pay more money.Hoping you can help us in this matter.Regards (EM –
15/11/10)
booked a trip to australia for 85 year old relative with [TRAVEL PROVIDER] for 15 th nov [NAME
POF AIRLINE] informed [TRAVEL PROVIDER] on the 9th nov that connecting flight was
cancelled.We were informed by [NAME OF AIRLINE] when checking in ,this caused a lot of stress
and anxiety for [NAME] 85 year old.[NAME OF AIRLINE] have given her a suitable alternative but
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sai d iit was [TRAVEL PROVIDER] responsibilty to inform us of any changes which they clearly did
not do.On returning from the airport on the 15 nov there was an email from [TRAVEL PROVIDER]
asking me to contact them re flight changes.I contacted them, they admmited that [NAME OF
AIRLINE] had informed them on th 9th but could not explain why no action was taken until the
15th, 5Hrs and 20 mins before the plane was due to take off.Could you advice on what i could
do please (EM – 16/11/10)
I am writing to express my utter disgust at the news that [TRAVEL PROVIDER] partnered with
[TRAVEL PROVIDER] are unable to provide my wife and I with the package holiday purchased
under the above booking Ref. I booked this holiday over the Telephone on the 09/11/2010, and
paid in full using my [CREDIT] Card. With less than 24 hours before our departure time, I receive
a call from [TRAVEL PROVIDER] stating that our holiday has had to be re-scheduled to the 24th
of November 2010, due to the Egyptian Holidays. How a tour operator can accept full payment
for a package holiday without first confirming availability, is quite beyond belief. After making a
number of calls to both [TRAVEL PROVIDER] and [TRAVEL PROVIDER], it is apparent that [TRAVEL
PROVIDER] have made the error. Well this error has caused my wife and I, an enormous amount
of grief and inconvenience. We cannot just ask our employers to change our holiday dates to
suit us, when other people in the work place have their own leave pre booked. I have arranged
single trip insurance for the dates of the original holiday , transfers from my home to the
Airport, appointments that have had to be cancelled, the list goes on. My wife and I were due to
celebrate our 25th Wedding Anniversary whilst being away, she is distraught!!!! We both lose a
weeks wages as I am in retail and do not receive holiday pay, my wife works for the [PUBLIC
AUTHORITIES], but she is bank staff, and therefore does not receive holiday entitlement. She is
paid an average of 50 hours per week taking into consideration unsociable rates of pay. She will
lose £358 as a result of this booking error. I will lose £750 based on my average earnings over
my working week. We intend to recover these costs from [TRAVEL PROVIDER], under the
consequential loss section of the Consumer Credit Act. You cannot begin to imagine what it feels
like to have the rug pulled from beneath you like this, unless it has happened to you. Less than
24 hours notice before departure is not acceptable by any standards of the imagination. Then to
be told that we can be refunded the cost of our holiday plus £25 compensation per person, well
this is an insult. I will await your comments on the events that have taken place. I will at the very
least give [TRAVEL PROVIDER] the opportunity to reply to me with what they feel, is a fair
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compensation offer under these rare circumstances. The one thing I find really hard to believe,
is that a tour operator the size of [TRAVEL PROVIDER], was unable to take the necessary due
care and attention regarding bookings to Sharm el Shiek , given the current Egyptian Holiday
celebrations taking place there. I for one was totally unaware of them due to my own ignorance
maybe, but these celebrations at this time of year have obviously been taking place before
[TRAVEL PROVIDER] was even founded. Surely [TRAVEL PROVIDER] is totally aware of the tight
booking schedules? Please don’t think for a moment that our complaint is soley to do with
financial loss....!! Due to someone’s error in your company, our dreams of celebrating our
anniversary in the…. have been shattered. As stated earlier, I await your comments, assuming
they are in the very least sympathetic, and make for a satisfactory resolution, then I for one am
willing to forget about the whole shambolic experience. If you do decide to stick by your own
policies however, next stop Watchdog. They thrive on stories like this. (EM – 16/11/10)
Booked a holiday package with [NAME OF CRUISE COMPANY]s. We were initially offered the
facility to choose seats on the plane. As we are not good flyrs, this was a prime reason to choose
a package with them. After we paid our deposit, this facility was removed and we feel that this is
a material change to the terms and conditions of the package and a major reason for going
ahead with the holiday. We now require a return of our deposit, but they are saying that this is
no returnable, as set out in the terms and conditions. Our view is that this is a major change
which was made without prior reference to us and we want our money back. Can you help or
advise, please as they will not budge. (EM – 18/11/10)
We recently made a complaint to [TRAVEL PROVIDER], in regards to being mis-sold our holiday
to Turkey late september early october this year, on booking we where shown a different hotel
and facilities to what we actualy received, [TRAVEL PROVIDER] have admitted that a mistake had
been made, however 6 weeks down the line we are still no further forward in resolving our
predicament, and feel that we have to do all the chasing with no adequate response from
[TRAVEL PROVIDER]. Can you advise on how to proceed. (EM – 23/11/10)
i and my wife went on a package tour with [TRAVEL PROVIDER] to turkey on Tuesday the 7th of
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September 2010 for 14 nights to the [NAME OF HOTEL] arrival at the Turkish airport was
informed that the apartment was over booked so we were put into a very poor apartment with
cockroaches running in the bath room bokking ref [NUMBER]. (EM – 24/11/10)
I have just been informed by letter [TRAVEL PROVIDER] are no longer dealing with the hotel we
have booked with them for next year and that it is now dealt with by their sister company
[TRAVEL PROVIDER]. I have had dealings with this company before none of which have been
good. I do not feel that this is fair, Should they have informed us sooner and offered an
alternative hotel run by themselves? I have spoken to a very unhelpful customer service lady
who says that there is not a prolem with the hotel but can't give me a reason why it has now
moved to the other company, I asked if they could change my accommodation to one of their
hotels and was told that this is not an option. I would have never booked a holiday with
[TRAVEL PROVIDER] and am very upset that no alternative has been offered. (EM – 24/11/10)
Hi, myself and two friends booked a package trip to Goa with '[TRAVEL PROVIDER]' in
September. We specifically booked the [NAME OF HOTEL] in Candolim as I had stayed there
before and really enjoyed its service. All of us have now paid in full. We have now been
contacted by '[TRAVEL PROVIDER]' and told the hotel is overbooked and they wish to switch us
to another hotel. What are our rights around this issue please? (EM – 24/11/10)
I recently booked a holiday in Greece with a German tour operator, [TRAVEL PROVIDER], with
my German partner. The title of the tour was 'A Classical tour of Greece with Visit to the
Meteora Monastery'. The monastery was our main reason for taking this tour. While on the
tour, which was from 10-17 October, we were informed on 14th October that, because of a
strike by Greek air traffic controllers on Sun 17th, we would not be visiting the monastery and
would be returning home on 16th. The strike was in fact, according to information we have
found on the internet, cancelled on 13th October. This involved us having to pay for an extra
night in [LOCATION], where I joined the tour, as my flight back to England was not changeable.
We have written to [TRAVEL PROVIDER] and they have sent me a cheque for 130 Euros, which
they consider to be compen sation for the loss of one day of the tour. We believe that this is not
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fair because the visit to the Meteora monastery was the whole point of taking the tour and was
mentioned specifically in the tour title. We were not consulted about what course of action we
wanted to take. We would have been happier if the tour had been allowed to continue and
travel home a day later if the strike had prevented us from travelling back on the Sunday. The
fact that the strike never took place simply added insult to injury! We believe that [TRAVEL
PROVIDER] over-reacted, resulting in us missing the very thing we had joined the tour to see,
and also the expense of an extra night in [LOCATION]. Can you give us some advice please?
What should the tour operator have done in these circumstances? And do you think the
compensation offered is fair? What rights do we have and what can we do? (EM – 25/11/10)
i would like you to look into my lack of respond from [TRAVEL PROVIDER] concering my
complaint emailed to them on the 14/10/10 which i got a respond telling me i would be
contacked by one of the top repsent by phone withthin 28days which never happened so again i
emailed to them and again got a general replay saying someone would be in touch. so i am sure
you understand my annoyance and frustrtation we had a awful hoilday from start to finish. from
arriving off our flight to be told our original hotel had been over booked by [TRAVEL PROVIDER],
next hotel being so noisey we could not sleep from there next and last hotel [TRAVEL PROVIDER]
had left was so dirty and unclean and nasty managament which made our last 5days hoilday
awful for which we had saved all year for. i hope you can me as this has gone on to long without
being resolved i can foward you my letters that i have already sent [TRAVEL PROVIDER] if you
need them. thank you for your time (EM – 26/11/10)
we booked a New year break with a coach company [TRAVEL PROVIDER]. The holdiay was
supposed to be in Edinburgh stopping at the [NAME OF HOTEL]. This hotel has excellent
connection by way of the airport shuttle into Edinburgh. They telephoned and advised they have
changed the hotel to the [NAME OF HOTEL] wihich is on a trading Estate 11 miles from Glasgow.
No connection to Edinburgh or Glasgow. Will be stranded at the hotel when not on a coach Trip.
Told them we wanted to cancel and they have refused. I think the change of hotel is a major
change to the holiday we booked even if the rest of the itinery remains the same. What is our
legal position (EM – 29/11/10)
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My Partner and 1 booked a last minute AI holiday with [TRAVEL PROVIDER] on the internet. We
booked on Monday 18th October 2010 pm, paid in full and traveled on Wednesday 20th, when
we arrived at the Hotel, they informed us that they were closing on Saturday 23rd, and that we
were being transferred to another Hotel in the chain. That Hotel had numerous faults/problems
and before we left we filled in a complaints form and left a copy with management, we have
since sent a complaints form off to [TRAVEL PROVIDER] in [LOCATION]. We have been told by
letter that they are forwarding our complaints to the tour operator. [TRAVEL PROVIDER] took
our booking surely knowing that the hotel was closing, they packaged our holiday i.e booked our
flights with [TRAVEL PROVIDER]s and the Hotel, and took all our money. On Holiday we met
people that had been offered discounts as their original hotel had been changed and some were
offered to cancel or book another holiday. We were told nothing about Our Hotel closing. Who
is our complaint with? Can [TRAVEL PROVIDER] sell a Holiday Hotel that is closing and therefore
not give us what we booked.? How do we go about following up this complaint? (EM – 1/12/10)
In December 2009 we booked a [TRAVEL PROVIDER] holiday to Turkey. It was for 2 people and
comprised an 8 night tour and we added their optional 5 night extension at the last hotel the
[NAME OF HOTEL]. The holiday was for 2 persons commenced 19/09/10 and returned 02/10/10.
Booking reference: [NUMBER]. On arrival at Istanbul we were told the [NAME OF HOTEL] had
over booked and we had been moved to [NAME OF HOTEL] resort. The average age of the group
was 65+ and the [NAME OF HOTEL] was described for 'young families'. During our visit the
[NAME OF HOTEL] has 1200 adults and 600 children (most [TRAVEL PROVIDER]) The tour
manager had no information on [NAME OF HOTEL] and despite requests no information was
forthcoming and there was no communication from [TRAVEL PROVIDER]. On the last full day of
the tour the group arranged a meeting with the tour manager and a representative of the
[NAME OF HOTEL]. The [NAME OF HOTEL] rep spoke no english and the initial message was they
could do nothing but apologise. Eventually they did offer (reluctantly) a private dining room for
the last meal of the tour and said that those on the optional extension would move to the
[NAME OF HOTEL] but not until noon on day 10. At no time were we offered the option to
cancel the extension nor were we offer a more suitable alternative to the [NAME OF HOTEL].
[TRAVEL PROVIDER] were noted by their absence and lack involvement. On our return we raised
the complaint with [TRAVEL PROVIDER] requesting a cash refund for the optional extension. We
had raised the issue with the tour manager and [TRAVEL PROVIDER] were fully aware of the
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groups' anger. Our contact at [TRAVEL PROVIDER]has been [NAME]( Customer Care Executive)
who has offer £200 in vouchers to be used towards a future [TRAVEL PROVIDER] holiday. As if
that is likely! We believe [TRAVEL PROVIDER] broke their contract under the Package Tours
Regulation(1992?) and we are entitled to monetary compensation. Would appreciate your
opinion. (EM – 1/12/10)
having booked a holiday with [TRAVEL PROVIDER] including premium economy seating i
received a letter today 2/12/10 dated the 24th november telling me that my seating has been
changed to economy this not being acceptable to me as i am a tall (6"1) individual with a large
build and booked the premium economy seating as i am concerned about dvt's etc upon ringing
the travel company i was told as i am now within 56 days of travel i will only receive 50% of my
money back i find it incredible that this change warrented a second class post which has now
pushed me into losing 50% of the holiday money which if i had received notification on the 24th
november i would have got a full refund losing only my deposit i feel i have been treated unfairly
can you advise as to how i can proceed in trying to get my money back (EM – 2/12/10)
Complaint is in relation to Flying with [TRAVEL PROVIDER] Airways, paying considerable amount
of money for upgrade and not receiving many of the services paid for within the upgrade, i;e
meals, seats, entertainment . Upgrade was from Economy to Premium economy and cost was
approx £800 eack person (2) myself and my wife. Attempts have been made to contact [TRAVEL
PROVIDER] without any success. (EM – 6/12/10)
Hi there,I have booked 6 flights with [TRAVEL PROVIDER].flying from [LOCATION] to bangkok.i
booked the 21.30 fight,but now they are saying that [NAME OF AIRLINE] has cancelled this flight
and put us on a flight at 13.30.we have already booked the bus from [LOCATION] to heathrow.is
there anything i can do about this. (EM – 6/12/10)
Our holiday hotel was changed without any alternative choice offered, but was advised we
would get a room upgrade, which did not happen. We booked this holiday in Sept 2010 and I
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have continued to to ask for some feedback on why this happened. I have never had a construct
reply I either get fobbed off or ignored. Can you advise what I can do next please. (EM –
6/12/10)
I book a hotel and paid for it in full on the 25th Nov with [TRAVEL PROVIDER] on the 6th dec
they called to say that the hotel that i had booked with had cancelled our booking due to it
being full, now on investigating this i have found out that [TRAVEL PROVIDER] had never
submitted the booking as the [NAME OF HOTEL] said that no booking was sent to them from
[TRAVEL PROVIDER….. have lied to us saying it was the hotels fault when it wasn;t. they have
now left us with no accomodation and at the price we got in the first place there is no hotels in
that price range anywere in edinburgh, we are now left stuck, is there anyway that [TRAVEL
PROVIDER] should actually find us accomodaion at no cost to us? we have bought train tickets
and also event tickets which are no useless becuase of their mistake, what is our options. (EM –
7/12/10)
We booked a cruise with [NAME OF CRUISE COMPANY] leaving from [LOCATION] 21Dec 2010
returning [LOCATION] 4th Jan 2011 We were informed by letter on 2nd Dec 2010 that the
return port was now Southampton. The reason given was they needed to get to Hamburg Docks
for maintenance and would not have time if they returned to [LOCATION]to meet a deadline at
the Hamburg docks. We are unable due, to health reasons, to travel distances to ports in the
south of England. The notice given for change was within their 19 Days minimum return of fees
paid. I do not believe they booked the Hamburg Docks at such short Notice and they have
deliberately delayed telling passengers of this to gain more cancellation fees. The letter was
dated 29th Nov and received by us 2nd Dec 2nd class post. [NAME OF CRUISE COMPANY] refuse
to speak to us as we booked through a travel agent. The agent at the time we complained to
them had NOT received this notification. We believe we have been unfairly treated and would
ask you to take this matter up on our behalf (EM – 7/12/10)
We arrived at our destination, The [NAME OF HOTEL] (The building site view Hotel or The petrol
station view hotel you may want to suggest re-naming it), of which was described by yourselves
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'provides a tranquil atmosphere that will ensure you leave feeling totally relaxed and refreshed'.
We were shown to our room, which was quite frankly, filthy. The hot water was not working,
the air conditioner was stuck on 'English Winter' setting, there was no hair dryer (which is stated
in your description as provided), no plugs in the sinks, no fridge (see hair dryer) and either had a
view of a building site or a petrol station. At this stage all we wanted to do was get some rest so
after with hotel staff very kindly pulled together two single beds, we got our head down. We
were awoken up very kindly at 8 am with the sound of banging, drilling and scraping, feeling
neither 'relaxed' or 'refreshed'. We were to open our door to find out that there were still
renovation works being carried o ut. Whilst I understand that their rain season has only just
finished I can assure you that staying at a building site does not 'provide a tranquil atmosphere'.
(EM – 8/12/10)
Ihave booked a holiday with [TRAVEL PROVIDER].com paid a deposit and had the comfirmation
but i have had an email stating the hotel we booked with is no longer taking bookings with
[TRAVEL PROVIDER] an alternative hotel was offered but i am noy happy to go to this hotel
would i be with in my rites to ask for a full refund (EM – 9/12/10)
We enjoyed our holiday so much this year that we decided to re-book for next year. When we
went onto the website ( in august)we were shocked at how much the price had increased. We
then realised that [TRAVEL PROVIDER] were offering free car hire and after deliberation decided
that we could just about afford the extra as we would be able to do a bit of travelling around the
island.Today I have received a letter telling me that the option of free car hire was an error on
the reservation sytem and that we have been booked on return coach transfers.I rang [TRAVEL
PROVIDER] to explain that I wasn't happy and they said all they could offer me was a transfer to
a different holiday but only one with car hire and we would have to pay the difference. I
checked on the website and the only holidays available at the same time of year are more
expensive and we can't afford the extra money. They have refused to deduct any money . I'm
horrified that I'm going to have to pay the same for what is in fact a lesser holiday.I have read
the package travel regulations but i'm not sure what rights I have in this situation. Could you
please help? Many thanks (EM – 9/12/10)
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I booked 8 flights with [TRAVEL PROVIDER] Airline with [TRAVEL PROVIDER] an online company.I
explained 4 members of the group were taking golf clubs.They said I would have to let the
booking confirm then contact [TRAVEL PROVIDER] after 3 days and book the golf clubs.When I
tried this [TRAVEL PROVIDER] said there was no room for the clubs.I then had to cancel the
flights as this was the purpose of the trip.[TRAVEL PROVIDER] would only discuss through email.When I recieved my cancellation letter they had charged the full amount as my cancellation
fee £2231.00.Please can you help and advise me of my next steps .Their ABTA No [NUMBER] I
booked the flights in November for our trip on the 30th April 2011 (EM – 9/12/10)
We have a problem with our booked [NAME OF CRUISE COMPANY] Cruise. Less than 24 hours
before we were due to embark, we received notification by phone that the boat was late due to
bad weather and the holiday would be put back by 24 hours. This involved the 7 night cruise
turning into a 6 night cruise and a change of itinerary (cancelling 2 ports and including an extra
day at sea). We phoned [NAME OF CRUISE COMPANY] asking to cancel - they told us we could
no as they were still running the holiday. They would not advise us of the amount of
"compensation". We later managed to ascertain an amount which would be added to our
onboard account. As we are covered by our holiday insurance we have now cancelled but the
travel agent have advised us that we are not still entitled to the refund for the lost day. Does all
of this come under the heading of "Significant Change" which I have read about on your
website. We were given no option to cancel, no option to change to another holiday. This is not
an emergency that occurred whilst we were on the cruise but one which the company obviously
knew about before they contacted us. We wish to take the matter further as we feel the
customer service has been apalling. (EM – 10/12/10)
We went on holiday with [TRAVEL PROVIDER] to dominican republic last march. The hotel was
advertised as relaxing and quiet but when we got there it was also home to "student city" and
another student tour group. As it was during spring break and it was like a [COMMENTARY]
holiday. Full of young hooligans, drunk, having sex and basically behaving appallingly not what
you want from a relazing couples holiday. I have video and photo evidence and when I
complained to [TRAVEL PROVIDER] for miss selling and lack of enjoyment they wouldnt do
anything. However another couple went to a solictor and they got £350 compensation. They
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stayed the same time as us and had exactly the same complaints, they even used our evidence.
Surely we should also be entitiled to the compensation just because we cant afford a solictor
doesnt mean we were any less effective. I have all of the other couples letters from [TRAVEL
PROVIDER] which I copied and sent with a covering letter to them and they have ignored this.
(EM – 13/12/10)
booked a holiday to cuba in september and was mius sold the holiday. It wasnt all inclusive and
there was no entertainment for the 2 weeks despite being advertised on the board and being
told from [TRAVEL PROVIDER] there would be. Hotel was changed before I went and was told it
was due to reburbisment but was not the case it was being pulled down. Told them I wanted
somewhere lively as a lone traveller but this was not the case. Have written to [TRAVEL
PROVIDER] a number of time and numerous phone calls.Keep getting fobbed off. Please help.
Holiday reference no. [NUMBER]. Contacted rep out there who said she could me to a more
lively hotel but wanted an extrra £300 for one week as the holiday cost over £800 I couldn't
afford this on top. She informed me that the hotel I stayed in had a lot of complaints and wasnt
the one used by her company.I have copies of all letters and notes of all phonbe calls made. (EM
– 14/12/10)
Hi i wondered if you can offer some advise. I booked a holiday in august for my family, then
couple of days later booked my in laws on the same holiday. On 11th Dec the travel agent
([TRAVEL PROVIDER]) rang to say that for my booking the hotel was overbooked but my in laws
were okay to stay. As we all wanted to stay together we agreed to consider comparable
alternatives. We have been offered 6 alternatives, which were not of the same standard. i
emailed the company and chose an alternatuive of similar size (2 bedrooms for each booking).
They have since come back asking for over £450 for something that is not our fault. can they do
this or can i takethe matter further? (EM – 15/12/10)
My wife and I spent 9 nights at the [NAME OF HOTEL] in Nerja Spain starting the 7th of
November last. I sent a letter of complaint re noise pollution on the 19th of November 10 The
Holiday ref is [NUMBER] their reply letter dtd 12 dec 10 Sender [NAME] Customer Support
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Advisor Tel [NUMBER]. The hammering noise we complained about we had to endure was very
distressing especially as we wanted a relaxing holiday. We feel we should have been told of the
situation and offered alternatives and also feel their offer of a £90.00 cheque or a £130.00
voucher is derisory for a holiday that cost us £868.00 plus insurance. They say they are sorry and
can appreciate our disappointment and the offer is valid for 28 days in their reply dated 12th of
December. We really feel there is a big injustice here. Can you help please ? I look forward to
hearing from you. (EM – 15/12/10)
i went to turkey in may 2010. i travelled with [TRAVEL PROVIDER], they failed to tell us before
departing that we had been changed accommodation due to the biulding work at the resort. the
accommodation was very dirty etc and the resort was like a builing site. most of the bars and
restaurants were closed due to this building work. it was the worst holiday i have ever
experienced. i sent a letter of [TRAVEL PROVIDER] in may with no response. i have been phoning
and visiting my branch on a regular basis and still no resolution. recently i began emailing
[TRAVEL PROVIDER] and still no resolution. i have now been waiting a total of 7 months and i
feel this is a very unreasonable amount of time. can you please give me advice on what my next
step should be. thank you. (EM – 18/12/10)
i HAVE RECENTLY BEEN ON HOLIDAY AND WHEN i GOT THERE i FOUND THAT ROAD WORKS
WERE BEING COMPLETED RIGHT OUTSIDE MY WINDOW OBVIOUSLY THEY STARTED EARLY AND I
WAS DISTURBED. THE TOUR OPERATOR DID NOT ADVISE ME OF THIS WORK AND I NEED TO
KNOW DO THEY HAVE TO LEGALLY ADVISE BEFORE YOU TRAVEL i WOULD APPREPRIETE SOME
HELP WITH THIS. (EM – 18/12/10)
This holiday was booked in March. In July they changed the date and airport and we had to pay
an additional £72 for this. Then 3 days before we travelled I received an email to say our holiday
was cancelled as the hotel was closing early. We were only offered one alternative, the [NAME
OF HOTEL] in Rhodes but was assured that this was an upgrade as it was a 5T premium hotel.
Our original hotel was the [NAME OF HOTEL] which was a 4T. We were given the option of
cancelling and a full refund but at such short notice we felt we could'nt accept that option. We
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were given £40 each compensation. On arrival how we wished we had cancelle d! We would
never have booked a hotel such as this. It was much bigger, full of Germans with their very noisy
children. The food was terrible, the restaurant or canteen as we called it was dirty with flies
everywhere and we just hated it. There was no where to go as the village and surrounding areas
were closing down so unless you got onto the local bus, there was nowhere you could get away
from it. I wrote to [TRAVEL PROVIDER]s on our return and have received a phone call and letter
offering us a £100 holiday voucher off another holiday. I have until 12th January to accept this. I
think this is an insult, especially as I know people who have received a £100 holiday voucher
from them just out of the blue encouraging them to book a holiday. We had a genuine
complaint or that's what I thought. I would like to ask your advice about how they can change
somebodys entire holiday and think they can get away with it. I also told them that both our
suitcases had been damaged on our return, so much so that we had to replace them. So more
added expense but this was not mentioned in either their phonecall or letter. (EM – 30/12/10)
Booked holiday with [TRAVEL PROVIDER] end of October 2010 flying out to Dominican Republic
on 15/12/10 for 2 weeks (returning 30 December) staying at [NAME OF HOTEL]. We chose this
hotel as it had only 109 rooms and was adults only. (We informed Agent at time of booking this
was a celebration holiday - our first holiday in 4 years as my partner had been battling cancer
and other illnesses associated. I saved hard for over a year for this money and I feel like I have
let him down - this has been so hard on me). We landed on 15/12 to be advised by a Rep from
another resort that [NAME OF HOTEL] was closed and would not be opening until 2011. We
were taken to another resort ([NAME OF HOTEL]) where the Rep there told us she had no
information to hand about our situation. Rep told us we could stay at this resort which had a
few children or move to another resort which was more family orientated. We opted to stay at
[NAME OF HOTEL]. Rep never did let us know anything. Sent to 1st room where key would not
work, reception told us wrong room. 2nd key opened to a room already in occupation. 3rd room
we stuck with because we were tired and my partner was unwell. Next morning we discovered
room overlooked hotel disco and the hotel loading yard. Another complaint another room
change - this time away from the main complex as this was the only room available despite my
partner raising he had mobility problems. This room had maintaince problems most of which we
fixed ourselves. We were forced to sign a waiver before we made the last room change but no
one was around to explain what it meant. We signed but made additional comments on the
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bottom to say for room change only and that we still wished to claim against [TRAVEL
PROVIDER]. On our 2nd to last day our original Rep told us she had been to the [NAME OF
HOTEL] on the Friday before we were due to fly out and knew it would not be opened on time
and supposedly informed all necessary parties. I undertook some internet research and found a
Canadian website stating that [NAME OF HOTEL] was permanently closed. Another forum
website dated 05 Nov 10 stated they had rung [TRAVEL PROVIDER] who told them it was closed.
Emailed a complaint on 2nd day to [TRAVEL PROVIDER] 24 hour but to date no response
receieved. Telephoned [TRAVEL PROVIDER] 24 hour with our complaint and again no one has
called back with a response. Filled in a complaints form with our Rep. When we booked we were
not told it was closed or undergoing refurbishment. We were told it was open, decorated to a
high standard and one of the agents even told us she had been there and had a lovely time!
More importantly no contact was made before we left saying it might be closed we only found
out when we landed. Please can someone let us know whether this constitutes a breach of
contract or something else and whether we are entitled to compensation. After 4 chaotic years
we wanted a quiet relaxing holiday to celebrate life, missed birthdays and christmases and we
come home to this (EM – 31/12/10)
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Holiday Price Change Claims:
I BOOKED A HOLIDAY ON SUNDAY WITH [TRAVEL PROVIDER] TO FEURTEVENTURA FOR
FEBRUARY 2011. THE TRAVEL ADVISOR SEARCHED FOR THE "CHEAPEST DEAL"S AND FOUND
FLIGHTS WITH [NAME OF AIRLINE] FOR WHAT HE SAID WAS "EXTREMELY CHEAP FOR THE LAST
FEW SEATS". I BOOKED THIS FLIGHT AND ACCOMODATION OMMITTING ALL EXTRAS LIKE
BAGGAGE AND TRANSFERS AS I COULD NOT AFFORD TO PAY IN FULL THAT DAY. ON MONDAY I
WENT ONTO FLY[TRAVEL PROVIDER]S WEBSITE TO HAVE A LOOK HOW MUCH IT WOULD COST
FOR 5 X BAGGAGE AND PRICED UP THE FLIGHT WHILST ON, THEY WERE £170 CHEAPER THAN I
HAD PAID. I RANG[NAME] AT [NAME OF TRAVEL PROVIDER] WHO SAID HE HAD NEVER HEARD
OFF FLIGHTS DECREASING AND SAID THAT WAS THE CHARGE BY [NAME OF AIRLINE] AND NOT A
HUGE CHARGE FROM [NAME OF TRAVEL PROVIDER]. I AM EXTREMELY UPSET ABOUT THIS AS
WE CAN ONLY JUST AFFORD TO GO AND IT WILL BE THE 1ST TIME WE HAVE TAKEN OUR YOUNG
FAMILY ABROA., IS THERE ANYTH ING I CAN DO AS [NAME OF AIRLINE] SAID THAT THERE MUST
HAVE BEEN LOTS OF SEATS THAT THEY WANTED TO SELL QUICKLY FOR THE DECREASE TO TAKE
PLACE, THE LIVE SYSTEM MEANS THE PRICE CAN GO UP AND DOWN AT ANY POINT. I FEEL I
HAVE BEEN COMPLETELY MISLED AND RAILROADED INTO A SALE WHICH I WOULD NEVER HAVE
AGREED TO IF I HAD BEEN GIVEN THE CORRECT ADVISE AND NOT BEEN LED TO BELIEVE THAT IF
I DID NOT BOOK THERE AND THEN THERE WOULD BE NO AVAILABILITY. (EM – 9/3/10)
Booked a [TRAVEL PROVIDER] package holiday through a local agent. They gave me a small
discount on the web price. Noticed within days of booking that the web price had dropped by
about 8%, confirmed that the travel agency also was showing a reduction in cost. Waiting to see
if I am entitled to a price reduction (minus the 2% I believe I have to forgo) (EM – 16/3/10)
Leaving on 23 Jul 2010 Staying for 14 nights 1 adult = £916.00 2 children (ages 7 & 4) £400 Per
child When i seen the Price of the Holiday I thought oh there must be a mistake as it seemed
that little bit too much. I thought i had put incorrect information in.However, when I went to
check the FINAL/CONTINUE Booking it then stated 2 adults and 1 Child which then came to a
Total of £1832.00? I was so Confused to why one of my children was then being charged as a
ADULT.. I went to a Travel Agents and asked why this was happening. Their response was Its just
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a policy that [TRAVEL PROVIDER] have. Any holidays booked through [TRAVEL PROVIDER] and
most other Companies have to have 2 qualifying adults before children are classed as children to
pay Child fees!? I was shocked and stunned to hear what I did. Im quite appauled also as I am a
Single Parent and feel like many others in my Situation are also being Penalised for the Situation
we are in and have to pay more because we dont have a Partner to make up for a qualifying
adult therefore a CHILD has to take place ?? Doesnt make sense and is really appauling. I mean
the whole layout is back to front (EM – 23/3/10)
I have booked a holiday with [TRAVEL PROVIDER], paid deposit and then decided to change
booking, to different hotel, I understood there would be a surcharge for admin….. upon looking
on their website chose another hotel same cost, booked it with them, however, when I received
confirmation document, balance remaining was considerably more than I had anticipated. I
called them and was informed the holiday cost was due to fluctuate at any time. What I can't
understand was why it was indicated at the cost I had seen for a further 24 hours on their
website? It is and is still on their site at this time, set at a a cost lower than [TRAVEL PROVIDER]
indicated to me?? How can they do that without breaking code of conduct and trade
description? You don't expect to buy a television for £1000, then receive an invoice 24 hours
later and be charged £1200 do you? All I wanted to do was change my booking to a holiday
which was the same cost as the previous one I had booked. Not so difficult, I feel "conned" to
say the least. Could you throw light on this please? By the way it had nothing to do with flight
costs as these remained the same (EM – 26/4/10)
I wonder if you can advise? My friend and I booked a holiday to Egypt with [TRAVEL PROVIDER]
for next March. We have paid a deposit and have written confirmation of the booking. It was
advertised as a free upgrade to half board, of which we called them to confirm this was correct,
which they confirmed was. Today they called us to say they had made a mistake advertising the
holiday on their website and want to charge us another £800 for full board, or we can cancel.
Can they do this? Many thanks in advance. (EM – 2/8/10)
booked holiday with [TRAVEL PROVIDER] on the internet holiday booked 11/8/10 - if booked
and paid for on that date the total cost of holiday is £988.39, I paid for the holiday at that price.
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Today received a telephone conversation from sales department stating that I had to pay more
money as the flight cost had gone up I told her I was not prepared to do this and wanted to
cancel the holiday and was told I could not if I did I would have to pay £300 - is is their right to
ask for more money after a price had been agreed and do I have the right to cancel the holiday
and receive a full refund?Could you answere urgently please (EM – 12/8/10)
Can [TRAVEL PROVIDER] really charge my Husband and I fifteen pounds each, so we can sit
together on the flight. We were asked if we wanted to sit together, but there wasn't a mention
of it costing thirty pounds in total. What would happen if we'd taken our 2 children? That would
have added sixty pounds onto the cost of our holiday! (EM – 19/8/10)
We have booked a flight with [TRAVEL PROVIDER] on line to [LOCATION] airport and paid
£389.32. Going on [TRAVEL PROVIDER] to book the seats I found that the charge from [TRAVEL
PROVIDER] is £329.92.I cannot get any sense out of the call centre covering the airport.They
state they have charged me £10 each booking fee, the difference being £ 40 which they insist is
with [TRAVEL PROVIDER],but I am unable to get any sense out of them either. Could you
possibly explain the charges to me. [TRAVEL PROVIDER] base fair £159.96 Taxes and charges
£82 Bags £51.96 Check in fee £24 payment card fee £12 total £329.92 [LOCATION]Airport no
breakdown total £389.32The fight ref is [NUMBER] from [LOCATION] tp Faro return. (EM –
31/8/10)
WENT TO BOOK HOLIDAY WITH [TRAVEL PROVIDER] GOT A PRICE. I SAID WOULD THINK ABOUT
IT. WENT BACK TO BOOK IT BUT WAS TOLD THEY HAD MADE A MISTAKE IT WOULD COST £500
MORE THEN FIRST QUOTE BUT WOULD MAKE A DISCOUNT FOR ME BECAUSE IT WAS THEIR
FAULT I WENT ALONG WITH THEM AND BOOKED IT BUT WHEN ARIVING HOME NOTICED THAT
THEY HAD GOT THE AGE OF A CHILD WRONG SO CONTACTED THEM NEXT DAY TO TELL THEM
OF MISTAKE AND WAS TOLD IT COULD COST £300 MORE TO CHANGE BECAUSE CHILD WOULD
BE 2 AND A HALF AT TIME OF TRAVEL AND WOULD NOT BE CONSIDED AN INFANT I SAID THAT I
WANTED TO CANCEL THE BOOKING AND WAS TOLD THAT I WOULD LOSE THE DEPOSIT OF £458
[TRAVEL PROVIDER] HAVE MADE TWO MISTAKES IN THIS BOOKING AND HAVE NOT BEEN VERY
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HELPFUL SINCE ALL THEY HAVE SAID IS LEAVE IT WITH US WE WILL GET BACK TO YOU THAT WAS
SEVEN DAYS AGO BUT ALL I AM GETTIN IS TH AT THEY ARE WAITING TO SPAEK TO THEIR AREA
MANAGER WHO IS ON HOLIDAY DO I HAVE A CASE HERE (EM – 4/9/10)
A deposit of £150.00 has already been paid, and we have got in touch with [TRAVEL PROVIDER]
and they have said that we must pay another £150.00 and I then I will still lose my deposit, but
we are cancelling the holiday 6 months in advanced is this correct?. Also they would not give us
travel insurance insurance. They also put wrong dates down, they had us down for 2 weeks
instead of 1.They also refused us credit. And also the The payment and travel receipt has not
been signed.So can I cancel my holiday and get a full refund of my deposit or is it just the
£24.00, or do I have to pay the other £150.00. (EM – 14/9/10)
I recently booked an all inclusive hotel in Spain and paid in full at the time of booking. The
booking was made over the internet with an ABTA bonded UK agent. The agent has contacted
me to say that the all inclusive price advtertised on the website was wrong and that I will need
to pay an additional £200 for all inclusive. I'm confused by the terms and conditions on the
website. One clause says "We reserve the right to cancel the contract between us if one or more
of the order was listed at an incorrect price due to a typographical error or an error in the
pricing information received by us from our suppliers" whilst another says "We guarantee that
once you have made your booking, we will not increase the price of your accommodation - this
includes any changes to VAT or Government Taxes". Could you please advise me whether I am
liable to pay the extra money to secure the all inclusive accommodation I booked. (EM –
23/9/10)
This week I have booked a holiday through [TRAVEL PROVIDER] in [LOCATION]. When booking a
holiday there was no mention of cancellation periods. Especially a small window of just 24 hours
to get all monies back in full. I am amazed to find out that there is no cooling off period and just
this small window of opportunity. Further more I am amazed that this is not stated and made
clear to a customer at the time of booking. My first question is whether this is normal practice
and whether when not satisfied that you are trapped like this? Secondly; On Monday 27th
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September this week we booked a holiday with [TRAVEL PROVIDER]. We have booked to go to
the [NAME OF HOTEL] in Sharm El Sheikk, Egypt for 14 nights on the 22nd June 2011 flying from
[LOCATION]. The price to pay was £1896. This price included in flight meals and a room upgrade
of £56 for a pool view. In order to secure these prices [TRAVEL PROVIDER] encourage you to
book early and in this case it is some nine months in advance. On checking the holiday on
Tuesday 28th September only 24 hours later. The holiday has dropped in price to £1840. This
price included both the in flight meals and a room upgradefor a pool view. As you can see this is
£56 less, which amounts to the total extra cost of the room upgrade. Due to the price decrease
in such a small window of time do we have any course to complain? So far [TRAVEL PROVIDER]
have told us tough luck. Thirdly; We have tried to make representation in relation to the above
two matters via email to [TRAVEL PROVIDER]. So far we have only been able to write to the
store manager and are being told that this is the complaints policy. Please can you advise
whether there is a more appropriate complaints procedure for this sought of complaint. Finally
please can you advise if there is any formal legislation I can quote in relation to any of the above
matters to strengthen my case to [TRAVEL PROVIDER]. I would like to be able to achieve a
reduction of £56 on this holiday bringing it to the lower price. (EM – 1/10/10)
I booked a holiday through flights and [TRAVEL PROVIDER] a cruise on the nile and a week on
the red sea. At first we booked 2 double cabins and a single for my sister. Then my older
brother wanted to come and we were told the only way to do this was to give up the single
cabin and for [NAME] to come in with my husband and I This we did when we come to pay our
bill it was more than we originally agreed. When questioned there answer was to send us an
invoice from [TRAVEL PROVIDER]. In which they are charging [NAME] £119.35 and my husband
and I £155.12 each and we are all in the same cabin. I have written twice and e mailed [TRAVEL
PROVIDER] and they are ignoring me. we travel on 17.11.10 and I would like it sorted before we
go. There ref [NUMBERS]
This is a [TRAVEL PROVIDER] holiday and they say I have to get in touch with my agent but they
[TRAVEL PROVIDER] have just wiped there hands. (EM – 30/10/10)
Is it OK for a company to keep advertising a special offer on the website such as ‘No single
person supplement for all bookings Jan to March 2011 subject to availability’ after all such
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availability is allegedly booked? I had to pay the supplement as single spaces were still available,
just not the ones supposedly on offer, which were sold out for all departurs in the 3 month
period, yet the offer is still on the website. When I complained they just said it was a limited
availability offer which was sold out. (I am talking about [TRAVEL PROVIDER] (EM – 5/11/10)
we booked a week's accomodation at a hotel in Italy through [TRAVEL PROVIDER] on 18th oct
and received a booking confirmation saying that our card would be charged 209.10EUR. We
booked our flights on the same day (through [NAME OF AIRLINE]), then car hire on 9th
november ([TRAVEL PROVIDER]) and car parking at [LOCATION] airport on 10th November
(BCP). [TRAVEL PROVIDER] emailed us 17th Nov saying that their computer programme
miscalculated and we actually need to pay 313.65EUR for the week. When we queried (and
nicely said no way are we paying) they came back to us saying their terms and conditions say
that prices are subject to availability and that it isn't booked until we have received a voucher
and invoice. Now we either pay the extra money or they cancel our hotel. We have tried to find
alternative accomodation online but because we are due to leave on 9th Dec everything is really
expensive and we can't get anything near that price. We think its really unfair that they are
expecting us to pay - despite their terms and conditions they should have told us sooner that
there was a problem, surely?! Now we have booked everything else we dont want to lose all our
money by not going (would get some of our car hire back but not flights or parking) but at the
same time don't think we should pay the extra. What is our position legally and what can we
do? NB. [TRAVEL PROVIDER] are a slovenian based company, although they do have a call centre
in london. (EM – 19/11/10)
Booked holiday [TRAVEL PROVIDER] to Florida in feb 10 to go March2011. However the holiday
which is paid for is now 1,183 pounds cheaper. company say nothing they can do [TRAVEL
PROVIDER] supposedly beat any quote.This just feels so wrong please can you help (EM –
26/11/10)
i WOULD LIKE TO MAKE A COMPLAINT REGARDING A BOOKING MADE WITH [TRAVEL
PROVIDER], I MADE A BOOKING VIA THEIR WEBSITE, PRINTED OFF CONFIRMATION OF THE
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BOOKING ONLY TO BE RANG UP BY [TRAVEL PROVIDER] TO SAY THE PRICE ON THE WEBSITE
WAS INCORRECT AND THEY HAD CANCELED MY BOOKING AND REFUNDED THE MONEY TAKENTHE HOLIDAY WOULD BE ANOTHER COUPLE OF HUNDRED DEARER, I SPOKE TO THE MANAGER
AND COMPLAINED REGARDING THEIR UNPROFESSIONAL MANNER AND I WOULD NOT DEAL
WITH THEIR COMPANY AGAIN THEY ACCEPT (EM – 10/12/10)
i booked and paid in full for my hotel in tenerife.i booked all inclusive.i received my confirmation
,but yesterday the firm e mailed me and said there was a pricing error and now want to add
£400 to my bill.can i hold them to original price. (EM – 14/12/10)
I booked a cruse with [TRAVEL PROVIDER] on Sunday 12th December via the phone. The price
for the June cruse and hotel stay was £1299 each. I paid a deposit of 15% with my [BANK] card.
Today 17th December [TRAVEL PROVIDER] phoned and said they could not let us have the
holiday for £1299 each they need to up the cost to £1600 each. They have made an error at
there end , what are my rights , can they do this. I have no documentation just the [BANK] card
payment and [TRAVEL PROVIDER] do have a recording of the booking. (EM – 17/12/10)
We were offered tickets at a stated price and for stated dates, which we accepted. We chose
the debit card form of payment instead of credit card since the latter attracted a 3% extra
charge. We thought we were paying the fee in full and that email confirmation would follow.
What followed was an invoice containing a booking fee which we had not been told about. The
invoice also detailed a non refundable depost of £200 already taken with a balance to follow.
We complained both by telephone and email about the extra booking fee and the taking of the
non-refundable deposit. The complaint was understood but the organisation refused to lift the
booking fee, and the only way to cancel the transaction, they said, was by incurring a
cancellation fee of £150. Thinking that the only alternative to losing £150 was to proceed
accepting the booking fee, we were preparing to send required documentation when we
noticed that the dates for the outward and return jouyneys were a day later than those we had
accepted by telephone. When we complained of this by telephone we received the same
response as we had received to our complaint regarding the booking fee. That is to say we had
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the choice of accepting the dates or incurring a cancelation fee of £150. (EM – 21/12/10)
Holiday Flight Price Change Claims:
I am writing on behalf of my mother who was booking a holiday to Ghana on their behalf and
after having decided the price and making a reservation under that price the full ticket was paid
for. After paying for the ticket however they have increases the price and refuse to refund the
money. Surely this is not legal. Even the trading standards are unable to act as they do not
disclose their address and operate under a false Atol Number. (EM – 24/3/10)
I booked a package holiday last week with [TRAVEL PROVIDER]. The airline used is [TRAVEL
PROVIDER]. There are two of us travelling and we were told that it was the airline's polixy that if
ONE traveller paid for luggage ( in this case £20 for up to 20kg) the other must do so as well and
that we were not allowed just to pay for one bag between us. I have never come across this
bizarre rule before and cannot seee any referrence to it on the Airline's website. Please advise.
(EM – 25/3/10)
I booked a holiday for my son and his girlfreind using the website, [TRAVEL PROVIDER]. I booked
everything on line, and the payment was deducted from my account directly. When my son and
his girlfreind got to the airport, the were asked by [NAME OF AIRLINE] to pay for their luggage.
As you can imagine, my son was so upset and felt really embarrased by this. He was so upset
that it ruined his holiday, which was the first holiday he had had on his own. I contacted
[TRAVEL PROVIDER] only to be told that I needed to write in and make a complaint, I did so and
received a letter saying that my complaint was under investigation. I cannot understand what
needs to be investigated, they have the receipt from [NAME OF AIRLINE] showing the amount
paid for the luggage, they also have the orginal booking confirmation showing that luggage had
already been paid. T oday I enquired as to the current situation with my requested
reimbursement and the 'investogation' I spoke with the customer service team who kept me
waiting for 21mins, only to be told that as they did not initially respond to my complaint until
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the 29th March, they had another 10 days in which to confirm their findings, as they have 28
days with which to respond to a complaint and given the current circumstances they have a lot
of calls e[TRAVEL PROVIDER]. I understand that the natural disaster is causing havok, but again I
stressed that I did not understand what it was they were investigating, at which point I was told
that they were not prepared to carry on this argument!!! Is this anyway to treat a customer?
Process is process, but without reason why would an investigation be needed here? I can only
conclude that they are dragging this out and want my money in their bank account earning
interest? (EM – 19/4/10)
Like some info on laws about boarding pass i just flow with [NAME OF AIRLINE] on my return
flight i did not get a compuer to print a pass so at the check in i was charge 40 euros for
boarding pass i was not late and i think when i bought the ticket bording pass is part of the ticket
bought the airport was de plama malloca so if can give me advice please (EM – 26/4/10)
ive booked a holiday last week with [TRAVEL PROVIDER],i booked & paid for this holiday in full,
about an hour later i recieved a phone call from [TRAVEL PROVIDER] & they told me my
accomodation was fine but the flights have now gone up £13 each,i said surley when ive booked
& paid for the flights at a price they should stay at that price,the girl told me theres nothing she
could do because its the airline,i booked this holiday for 6 people at a good price & didnt want
to lose the holiday but she told me there were 8 seats left on this flight & i needed 6 of them so i
felt i was jammed in a corner,i told the girl i wasnt happy about paying this extra £13 per person
because i felt like i was being conned because i had paid for the flights in full, but i felt i had to
because the flight wld have booked up, can u please inform me if the company is allowed to do
this when i paid for it in full, i have spoke to several people & theyve all said when u click
confirm then pay in full with a credit card they realy dont think the company can come back an
hour later & tell you the price has gone up,because if thats the case every company could do
that....i travel on 11th october 2010...thank u for your help. (EM – 23/9/10)
On 29/9/10 I booked a flight to tenerife for 3 adults and 1 infant. I received confirmation and
prited it out. Yesterday I went on to my emails after being away for the weekend, an email was
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sent from [TRAVEL PROVIDER] to say there was a problem, the booking failed and I was to
contact them within 24 hrs. today it has took me 1hr and 45mins to speak to someone from
[TRAVEL PROVIDER], they are not prepared to honour my booking. sayng the flight has gone up,
is this acceptable. (EM – 4/10/10)
Is it illegal for an airline to retain the air passenger taxes if a flight is cancelled? (EM – 17/10/10)
I purchased and thought I paid for flights but the company got back to me at said it would cost
an extra £70.00. I believe this was then false advertising. (EM – 20/10/10)
I have just booked flights with [TRAVEL PROVIDER] flying out from [LOCATION] and i am apauled
at the price i am having to pay once again the people of scotland are being totally ripped of by
gready airline's they advertise the fllights from £59 the flights were Base fare £399.96, Taxes
£111.00, Bags 1 £35.98, online check in £12.00, Seats booked £47.96, fuel supplement £16.00
Payment with card fee £14.51 Booking fee £21.80 £659.21 this crowd can surely not be allowed
to carry on advertising as frlendly low fare airline surely the travel watch are able to stop these
people promoting lies. (EM – 27/10/10)
booked a hol. with [TRAVEL PROVIDER] flying with [NAME OF AIRLINE],the hol. company want
£40 per person to cheque in baggage, [NAME OF AIRLINE] charge £20pp, how can a company
charge double,this is daylight robbery, what can be done?, [NAME OF AIRLINE] will not let me
book bags in ,as I have booked through an agent. (EM – 11/11/10)
I made an agreement over the telephone with a travel agent called [NAME] ([TRAVEL
PROVIDER]) for 2 flights to Douala. One flight living in October 18th and the other 10th
December10. We agreed the fares would be 503 pounds and 537pounds Deposit of 25pounds
were made to reserve place he said. We agreed the balance for the tickets would be paid via his
bank, and the 2nd ticket (December) the balance would be made by the end of the month 25th
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October. Two weeks later - actually 12 days later. As soon as the first ticket was paid, we receive
an email which had increased the prize of the 2nd ticket from #537 to #5551.51. Both my
dauhter and myself challenged this new fare increase on separate emails. He back down then.
As soon as my daughter left, he started hounding me for full payment of the 2nd ticket. Finally
he wante d the balance by the 22nd October latest. I went and borrowed the money from
friends and emailed him that I would be making full payments by the new date he had set. Then
he emailed me to say the airline had already cancelled my ticket and the fare was now
705pounds. He came back with other offers for #655. I was obliged to go look for another ticket.
Unfortunately the lowest ticket I could find involve me having to change my date of flying to the
3rd December to get a far for 568. He is still holding onto my deposit of 25, plus the
inconvenience of extending my holiday just to get a flight that was within my budget and would
entail me coming back with my daughter as planned initial. Could you help me please. Thanks
(EM – 14/11/10)
booked upgrade on [TRAVEL PROVIDER] flight to Cuba,was given a choice of seats in premier
cabin at no extra charge on arrival at [LOCATION] we were given completely different seat
numbers,worse was to come on departing from Cuba my husband and I were sitting three rows
apart,we were told that preference was given to families although they had booked their
holiday long after us-surely this is discrimination.Have taken it up with [TRAVEL PROVIDER] who
now have changed their story and said that we should have paid for sitting together,the [TRAVEL
PROVIDER] office never knew about this as this seating was an option for travelling premier.I did
note that two children under 10 years were sitting in the seats which we should have had they
were not even near the parents.If these holiday companies introduce the seat choice then surely
they should impleme nt it correctly.It was not nice to spend nine hours during a night flight
three rows NOT seats away from my husband (EM – 15/11/10)
We recently contacted [TRAVEL PROVIDER] Airlines for flights to New York.They gave us a price
and said they would hold that price for 3 days.We asked for confirmation and they said that they
did not issue confirmations until you booked but the calls are recorded.We went to confirm our
booking but the price was nearly £ 4000 more.we asked for the recording to be checked but
strangely the call was not recorded and the person who took the original order was not
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contactable ! They gave us an offer which we accepted - is that enforcable in law ? (EM –
16/11/10)
I am not sure if I have the correct address but I would like to know who I should contact
regarding a complaint about an ATOL registered travel agent called [TRAVEL PROVIDER]. My
colleague went to the airport for a flight to Nigeria only to be told that her flight had been
cancelled, she wasn't on the flight list. She has now been told that she has to book another
flight and pay the difference which is a lot more expensive, especially when she didn't cancel her
own flight. The same agency also mucked up her daughters return flight meaning that she has
to return a week later than planned, my colleague has the itinerary with her daughters flights on
it. (EM – 6/`12/10)
Hi, Id be grateful if you could call me rather than reply by email. I booked 4 flights from
[LOCATION]-Orlando for 11/12/10 (this saturday!!) on a website called [TRAVEL PROVIDER] for
seats on a [TRAVEL PROVIDER]. Although I completed the online booking process which included
giving credit card details and bein given a booking reference ([NUMBER]) the company have said
that their was a pricing error on their website and that the price is now £500 more expensive!
They are refusing to honor the booking and have been abusive and unhelpful. As I am do to fly in
34 hours I would appreciate some advice on how to proceed. (EM – 10/12/10)
[TRAVEL PROVIDER] agent charged me on my Debit Card for a flight which they purportedly told
me the next day the price was increased to a much greater cost. They then told me they had
another flight reducing my days for the travel and added a smaller charge to my debit card. I feel
I have been scammed and referred my complaint to their customer service who gave me a reply
which did not conform to the actual reason for the change. However, I have since told them
they did not get the point of my complaint and they have not replied. I feel I have been
scammed for additional money when I was pressure into accepting their own arrangement
different from the flight paid for. Can you please advise me. (EM – 29/12/10)
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Holiday Surcharge Claims:
I've just booked a [TRAVEL PROVIDER] Holiday online and was staggered to see that I'd paid a
£64.80 credit card charge - the website states 'there will be a charge for credit cards' but doesn't
state how much - I thought about £5-10! I tried first to use my debit card…..which is charge-free
but it kept asking for the issue number [which cards with 16 digit numbers never have] and
because the payment won't go through without the non-existent issue number I was forced into
using a credit card and paid what I feel is a horrific amount of money. I really feel that I've been
ripped off and that the [TRAVEL PROVIDER] website asks for issue number knowing fully that the
majority of cards don't have them and punters will be obliged to use a credit card instead. Surely
this is illegal? Can you help? I really would like to ask for a refund of the charge, which I feel is
totally unreasonable and unfair ( EM – 22/3/10)
my travel agent charged me 2% for using my switch card to pay for my holiday. are they allowed
to charge me? i was aware of a credit card charge but not debit card. (EM – 2/5/10)
I tried a couple of days ago to book flights with [NAME OF AIRLINE] through their website and
was really disappointed to find that the prices shown when going through the process of
booking do not include tax until the point immediately before paying. I believe this is in
contradiction with EU legislation 1008/2008 (article 23). I tried contacting the airline directly,
but their operative told me he doesn't believe that they have to do that. Can you please confirm
the requirements for me and if the airline are incorrect, get them to revise their site? I'm sure
many other people will face the same situation. (EM – 4/5/10)
Bascially I booked a holiday with them for my son and his friend in feb.2010, transfers, upgrade,
everything hassel free arranged through them. I was not sure whether the boy's were sharing a
suitcase or taking one each. The operator told me that they could pay at the airport not
enclosing that it would cost a further £40.00 each! They did however state that if you did not
book your boarding pass on line with [NAME OF AIRLINE] that would cost you a further £40.00. I
have wrote several letters, even to the managing director who could not be bothered to answer
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back, they gave me several excuses, only an agent, nothing to do with us. On the back of the
confirmation form No 6 luggage details (which it did not!) Read [NAME OF AIRLINE] email, the
contract is with them not us..e[TRAVEL PROVIDER] e[TRAVEL PROVIDER], my agruement is that I
would have given my son the extra money for his luggage if I was told the correct information. I
contacted the Fair trading, they told me that they did break a breach of contract, but how far I
tak e it is up to me? T o me it looks like a scam which I do not want other people to go through
(EM – 9/5/10)
Holiday DIY/Package Claims:
On arriving at the hotel 3 weeks later, we found it to be closed and learnt they had informed all
operators of the closure 7 weeks prior to us booking. We were left stranded in a foreign country,
and after attempting to call the “In case of emergency number” only to get an answering
machine. 36Hrs later we managed to speak to someone who offered us a refund of the cost of
the hotel only, but still leaving us stranded. Our holiday was ruined as we ended up in a B&B in
the centre of the capital city waiting for a return flight home! We had been advised to keep all
receipts in order we could claim back any additional costs incurred, but on returning to the UK
and forwarding a letter along with copies of these, they now claim to be AGENTS and not
responsible. We have tried for 18 months to ascertain as to whom they are agents for, and they
have continually refused to provide this information. (EM – 4/3/10)
Dreadful holiday last summer have followed the ABTA rules to complain. At the stage of going to
Arbitration and Tour operater have resigned from membership. I am aware can go to small
claims but am unsure who is responsible. Bought holiday on line. Tour agent sold hotel as 5 star
(NOT) Tour operator claim their not but made an offer of 10% last NOv09-heard nothing sicne.
Flight company have said they offered overnight when they didn`t. All ABTA covered at time of
holiday (EM – 8/3/10)
went to alanya turkey in july 09,booked this through [TRAVEL PROVIDER] who booked our flights
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through [TRAVEL PROVIDER] and our accomodation through [TRAVEL PROVIDER],the
information on [TRAVEL PROVIDER] website was totally opposite! our holiday was a disater. we
phoned [TRAVEL PROVIDER] on the 1st day of our holiday. when we returned home we
complained to [TRAVEL PROVIDER] who then complained to [TRAVEL PROVIDER]. [TRAVEL
PROVIDER] are saying our contract is with [TRAVEL PROVIDER]. this complaint has been going on
for 8months. we really need your help,[TRAVEL PROVIDER] has offered £302 for 10 people,we
paid £2250 for the accomadation. (EM – 12/3/10)
I booked a package holiday with [TRAVEL PROVIDER] to Cuba which included a direct flight to
Havana with [NAME OF AIRLINE]. I received written confirmation of the booking and full
payment in Feb 2010 yet on 4th March was informed that flight was withdrawn and substituted
by flight via Madrid with [NAME OF AIRLINE]. In addition to much longer journey the airline is a
'no frills airline' with seat pitch of 28" compared to the [NAME OF AIRLINE] 32". The holiday
departs on 14th April. I notified [TRAVEL PROVIDER] that this is not acceptable to me and
wanted them to re-book [NAME OF AIRLINE] flight or give me full refund. They refused and
offered me £75 compensation. The flight is still not full but [TRAVEL PROVIDER] will not book it.
Also because the flight leaves very early morning I need to stay at Gatwick hotel overnight.
Company are not ABTA members. I am considering booking the [NAME OF AIRLINE] flight myself
and pursuing the company in small claims court for compensation for having to pay for flight
again. (EM – 16/3/10)
Please could you advise whether a full package holiday tailor made to include an excursion
which had to be cancelled means that the cost of the whole package holiday is refundable? (EM
– 26/3/10)
I booked a package holiday with [TRAVEL PROVIDER] which was due to depart last monday
(19th)No one from the company got in touch with me with regards to my flight being cancelled
and i have been phoning and e-mailing since last monday to get my money back or another
holiday booked but no one seems to want to help. (EM – 28/4/10)
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i booked a holiday with an idependent company ([TRAVEL PROVIDER]) the have received
£1600.00 from me which is full payment for the holiday i was going to have, but due to
unforseen circumstances we have had to cancel the holiday. They have had the majority of the
money for over 8 months and the holiday was not due until December 2010. We cancelled the
holiday with 12 months notice but we are being refused any kind of refund unless they let the
apartment out for the period we had booked it for. I am at a loss as to why and would like some
adivce on how to proceed (EM – 30/4/10)
Good Morning, we booked a holiday through an agent online. It since transpires that the hotel
we booked to stay at was missold. The majority of the facilities are not actually available i.e.
they have not yet being built. If we had known this at the time we would not have booked to
stay here. The agents are now telling us that if we cancel the holiday we will lose our deposit.
Whereabouts do we stand on this issue? The hotel in question is [NAME OF HOTEL] and the
agent is [TRAVEL PROVIDER] ([TRAVEL PROVIDER]). You can note that they have now amended
their website to infomr people that only one hotel is open but this has only just happened and
not at the time of our booking (EM – 2/6/10)
Booked a holiday to Sharm with [TRAVEL PROVIDER] for 7days departure 15/4/10 for 4 people
cost £1577.00. Unable to depart due to Volcanic Ash flight cancelled. We were under the
impression that we had a package,[TRAVEL PROVIDER] are saying it was tailormade. Both flight
and accomodation were booked together and we still have not rec a refund as promised 4
weeks ago. Please advise (EM – 10/6/10)
Me and my friends book a holiday from Newcastle to Crete(Heraklion) for 13thJuly - 27thJuly
2010. We booked through [TRAVEL PROVIDER] around Novermber 2009 and paid our money by
January (£430 each). Last month we recieved a letter saying that our hotel had been overbooked
so we could either have another hotel in a different resort OR a full refund. We opted for the full
refund and went in-store to collect it. Upon arrival the assistant said that we couldn't have this
money back as the hotel and flights had been booked by the operator separately (unbeknowst
to us) and that we could only have the money for the hotel back so we each have effectively lost
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£300 each. We are all students and are wondering if there is anyway we could recover some if
not all of the flight money. (EM – 14/6/10)
on sunday night the 7th of june we booked a holiday with [TRAVEL PROVIDER] over the internet
three options were given hotel / flight/ hotel & flight which is what we booked. Monday
morning we had an email saying the hotel was not available and to contact them. we did and
were told only an inferior hotel could be offered 3 star not 4 and it would cost me over £400
more. This was not acceptable and I asked to cancel the holiday I was told they would only
refund the hotel not flights so I would only get 50% of my money back I have had several
conversations and emails but they refuse to return the monies. They have now offered 5% off
another holiday but this is still much more for us to pay and still only athree star and not
acceptable. They now say even though we booked it as a flight and hotel it is not a package so
they do not have to refund the flights. Please advise the best course of action I thought under
the consumer protection distance selling regulations 2000 they had to return the money they
have broken the contract. After checking out the company I find they currently have 4 CCJs not
settled so presume this is not the first time court action has been needed to make them act in a
reasonable way. (EM – 14/6/10)
We booked a holiday in Feb through [TRAVEL PROVIDER] to Bulgaria and made it clear that we
were using [TRAVEL PROVIDER] as they offered daytime flights (we have 2 small children). In
March [TRAVEL PROVIDER] contacted us to say the flights had been changed to night time
flights, we went in and paid an extra £350 to go a week earlier as they were daytime flights and
we were told that flights were looked at in date order so it was highly unlikely that they would
change. We paid our holiday balance in May as directed by [TRAVEL PROVIDER]. Last Thursday I
received a call to say that our flights had been changed to night time flights. When I have tried
to cancel the holiday and quoted the Package Holiday Act 1992 as advised by Trading standards,
[TRAVEL PROVIDER] have kept our deposit (£540) and said our contract is with [TRAVEL
PROVIDER] and not [TRAVEL PROVIDER]. [TRAVEL PROVIDER] will not speak to us because we
have booked through [TRAVEL PROVIDER]. How can we get our deposit back as this is so unfair?
(EM – 20/6/10)
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I booked flights from ncl to dlm with [TRAVEL PROVIDER] in january and paid the balance in june
approx 3 days later I got a message from them saying the airline had cancelled the flight and no
other flights could be found to match the hotel booking I had also made through them also the
hotel could not accept us either side of my dates so I had to cancel the hotel which cost me £74
cancelation fee and rebook another myself I also had to find and rebook flights myself which
because it is nearer the time has also cost more than original flights, my problem is now trying
to get my money back for cancelled flights they told me it would take 28 days for whatever
reason other than to gleen a months interest on it before the refund but this has now passed
and still no money I have emailed their admin twice and asked for ir to be sen t imediatley but
no reply as yet to either, the worst is I was on holiday when the balance was due on this
originally and missed it by 2 days and incured a late payment fee of £15-00 and now here I am
having waited over a month to get over £500 back from them so I have also said to them that
they are now incuring a late payment fee also,but is there anything I can do as I am due to go on
holiday next month and need my money back. many thanks (EM – 4/8/10)
I booked a holiday to Albufeira Portugal with [TRAVEL PROVIDER] on 29th July 2010 for
departure on 1st August 2010. I received an email confirmation on 31st July which stated that
they had actually booked me a hotel in Ibiza! When I rang them up they pretty much said it
wasn't their fault because they had booked it through [TRAVEL PROVIDER] and it must have
been a glitch on their system. With less than 13 hours till my flight my only alternative to save
the holiday was to pay an extra £370 (over 55% of the original holiday cost) for accommodation
nearly 2 miles from where I was supposed to be staying. This hugely impacted our spending
budget and we had to alter our eating and drinking accordingly. There was also a mess up with
the transfers which resulted in me having to arrange my own transfer from Faro to Albufeira.
The return transfer was fine. I wish to claim for the extra £370 I had to pay, the cost of the
outward transfer and loss of enjoyment caused by the revised spending budget after the
unplanned accommodation outlay. Problem is who should be my target. [TRAVEL PROVIDER]
insist they are merely agents for the supplier and the contract exists between myself and the
supplier. I can sort of understand this with the flight portion because my card was used to book
direct with [NAME OF AIRLINE]. Is this true in cases where I have no other way of buying from
the supplier i.e it is impossible for me to form a contract with [TRAVEL PROVIDER] because it
seems you have to be a travel agent to do business with them. Also, my card was charged to
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[TRAVEL PROVIDER] for the accommodation portion of the holiday. (EM – 11/8/10)
We rented a villa in France through [TRAVEL PROVIDER]. It is owned by English directors but
registerd in France. The villa was filthy and despite complaining while we were there the local
housekeeper was unable to bring the villa up to a lettable standard. We left the property afer 3
nights. We are seeking compensation or refund of our 2500 euro rental fee. [TRAVEL PROVIDER]
say it is not their problem as they only take the payment and make the booking. They tell us our
contract is with the French owner, who does not speak English and refuses to pay
compensation. [TRAVEL PROVIDER] have advised us there is no point making a claim in the
French small claims court. We seem to have no channel to claim any compensation. Can you
offer any advice? (EM – 12/8/10)
hi, went on holiday in may 2010.arrived at [NAME OF HOTEL] in cala bona majorca. hotel was
closed. a taxi was organized for us,and were taken to [NAME OF HOTEL] in porto colom. it was a
dreadfull place. having complained to [TRAVEL PROVIDER] who we booked with, they didnt
know the hotel was closed, seemingly an email from [TRAVEL PROVIDER] was sent to the wrong
address, the excuse being that it was this persons first day doing the job. have only had
apologies from them. so what can i do next. Thankyou (EM – 12/8/10)
I have booked a holidays with [TRAVEL PROVIDER] which is part of the [TRAVEL PROVIDER]
group i picked my flight to egypt for the 3 of us and then a cruise boat for 7 nights on the nile
then we go to luxor of a week which i selected a hotel i dont know if i booked a package or is
this holiday not a package and not protected if the company hotel cruise boat go bust. [TRAVEL
PROVIDER] did say they were going to charge me £5.00 for ATOL cover is this cover for
everything or just the flight please help. (EM – 18/8/10)
my son arrived in alcudia, majorca with his 8 year old sun in the middle of the night - hotel was
booked as all inclusive for him and his son. He was told on arrival that it was ADULTS only! Had
to pay taxi to another hotel at 3.0 am, then moved to another hotel that was 'rubbish'! [TRAVEL
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PROVIDER] who it was booked through said they were not told that the hotel was now adults
only. Over 30 hours later still waiting for accommodation. [TRAVEL PROVIDER] was the agent for
the rooms apparently. He surely cannot be the first 'family' to arrive at this hotel this year since
they changed from kids to adults. Very distressing for my grandson who is just 8. (EM – 19/8/10)
When I arrived in Italy, I had a phone call from [TRAVEL PROVIDER] to say that the hotel was full
and we would have to stay somewhere else - a three star hotel over an hour's drive away from
Cadenabbia. We explained that this was not what we wanted and asked them to contact the
original hotel we had booked with to see what they could do. They said that it was not [TRAVEL
PROVIDER]'s responsibility as their hotel provider is [TRAVEL PROVIDER] and it was up to
[TRAVEL PROVIDER], not [TRAVEL PROVIDER], to sort it out. We did not hear from them for 24
hours, so we called the hotel and they informed us that no booking had been made in our name
at any time. We told them that it was through [TRAVEL PROVIDER] and [TRAVEL PROVIDER]. The
reservations manager laughed when we told him it was [TRAVEL PROVIDER] and he said that
they had no relationship with [TRAVEL PROVIDER] and that they had no right to confirm the
booking to us as the booking had never taken place. (EM – 1/9/10)
My family have experienced unpleasant services in Italy and I would like to have advice to my
questions below. Summary of the event: 1. I booked the [NAME OF HOTEL], Verona, Italy for 3
persons for 4 nights through [TRAVEL PROVIDER] with non-refundable payment condition of 325
GBP on 6 August 2010 (Booking Ref: [NUMBER]). 2. On arrival at the [NAME OF HOTEL] the staff
told it's fully occupied and sent us an email about the change. They arranged an alternative
hotel and offered transport there. Disappointed to see the building outside, but we viewed the
room. We refused to stay. 3. We searched a new accommodation in a hurry again through
[TRAVEL PROVIDER] and reserved another hotel for the price of 440 GBP as other [NAME OF
HOTEL] prices are far higher. 4. The following day we found the [NAME OF HOTEL] and [TRAVEL
PROVIDER] did not send any email. We complained to the [TRAVEL PROVIDER] and requested to
refund the difference and extra cost for transport and internet caused by that. 5. [TRAVEL
PROVIDER] replied the [NAME OF HOTEL] fulfilled their duty because they arranged another
accommodation but a few days later the [NAME OF HOTEL] offered 50% of the difference. 6. We
demanded the same as we became to believe that we were cheated by the [NAME OF HOTEL]
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becasue: - They lied about the notice of the change. - The alternative hotel was lower standard,
contrary to their advice. - The intention of the [NAME OF HOTEL] was dishonest: they exploited
the customers' frustration and dilemma to escape embarrassing moment and eventually to
make more money or take more preferable booking by disregarding ours without any prior
notice. - Later on CEO of the [NAME OF HOTEL] sent an email and insisted that they did right
things and added another lie that they offered us to choose either to remain in the residence or
to move to the hotel that is a totally fabric story. -Because of the above happening, we suffered,
lost time and money and experienced avoidable unpleasant things. 7. One thing overlooked
was, when we made a reservation, we did not read the T&C saying [TRAVEL PROVIDER] acts as
'intermediary' after booking is made, therefore, a contract is deemed between their customers
and affiliates. (EM – 14/9/10)
I booked a weeks all inclusive family holiday with [TRAVEL PROVIDER] at a cost of £3000.
However, when we arrived at the hotel I was informed by the hotel that booking had not been
made by the holiday company. As the booking was in the high season [TRAVEL PROVIDER] only
had one other vacant room which was in another reasort area and was not equivalent or
acceptable to me. We therefore reluctantly accepted to have our flights rescheduled so we
could return the following day. I have wriiten to [TRAVEL PROVIDER] twice and emailed
numerous times but after 50 days I still have not had any response to my complaint or request
for compensation. Their Customer Services Manager has informed me that the error is with a
3rd party ([TRAVEL PROVIDER]) and they cannot respond until [TRAVEL PROVIDER] have made
their response. I have contacted ABTA to regi ster my compliant. Can you please advise me what
is my best course of action and what level of compensation I should be entitled to. I enclose a
copy of the letters that i have sent to [TRAVEL PROVIDER] Holidays. (EM – 16/9/10)
We booked a package holiday with [TRAVEL PROVIDER]. Evidently, it turns out we had a [TRAVEL
PROVIDER] Flight and our hotel was booked throught [TRAVEL PROVIDER]. When we reached
our hotel – [NAME OF HOTEL] we were told firstly that the hotel was undergoing renovations
and then when we kicked up a fuss, we were told the hotel was overbooked and therefore we
would have to stay in their alternative hotel for 2 nights. We were only staying for a week's
holiday anyway. On questioning the manager of the hotel on the day we landed, they said that
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we were chosen as we were a couple and not a family and therefore it would be easier to
accomodate us elsewhere and apparently more convenient for them. Eventually, we had to go
to the other hotel and it was a downgrade in standard to what we had paid for. It is also
cheaper to stay there as well. I am trying to get compensation for the two nights we were put
up elsewhere but also want to report this 'overbooking' phenomenon as it seems to be a
popular complaint with this particular hotel. I have wrote to Sunmaster, [TRAVEL PROVIDER] and
the hotel itself with no reply. I hope you will be able to help me. (EM – 23/9/10)
We recently stayed in [NAME OF HOTEL] in Adeje Tenerife, self catering. The place was basically
a building site with no restaurant, no supermarket being self catering this was very inconvenient
no entertainment. We couldn't use the pool and there was drilling from 7.30 am to 7pm so we
couldn't even spend any time in the hotel. We booked through a company called [TRAVEL
PROVIDER] who say this was not a package holiday so we are not covered by the package
holiday protection. The hotel agent are saying we should have complained directly to the hotel
while we were out there because we waited until we got home no one is accepting any
responsiblity. Where can we go from here? (EM – 4/10/10)
Please can you help me and my family resolve our complaint with [TRAVEL PROVIDER]. We
booked our holiday with them in June to Kos staying at the [NAME OF HOTEL]-5 star' The
information provided was for the [NAME OF HOTEL] as stated in the accomadation details. The
more information page informed us our meals were to be taken in the [NAME OF HOTEL
restaurant, also in that hotel. This hotel is 5 star as stated when the booking was made. it stated
that all bookings must first check in to the [NAME OF HOTEL]. There were 11 of my family in the
party and after arriving in the middle of the night due to delays we duly presented ourselves for
booking in only to be informed that we were in fact staying in the [NAME OF HOTEL] which is a
four star and not what we booked. We were told that this had been ha ppening all season. the
next day we phoned [TRAVEL PROVIDER] customer service and spoke to [NAME] who agreed
that we had indeed booked and paid for the 5 star [NAME OF HOTEL] and that he would sort it
out and get back to us. He didn't so we phoned again and spoke to [NAME] who for the next two
days, after numerous phone calls, said she would sort it out. Finally she referred us to [TRAVEL
PROVIDER], part of the [TRAVEL PROVIDER], who told us [TRAVEL PROVIDER] had booked us a
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late booking accomodation on arrival booking through them. When I telephoned [NAME] again
and told her [TRAVEL PROVIDER] was responsible as they were our travel agent and we booked
flights, transfers and hotel through them, she refused to help telling me to take it up with
[TRAVEL PROVIDER]. We went on 23rd September and arrived home this morning 8th October
2010. Our booking numbers are [NUMBERS] ([NAME] 4 adults 2 children) and [NUMBERS]
([NAME] 4 adults and 1 child). We are all one family of 3 generations.We paid a total of
£4,487.00 for our holiday. I believe we have been misled and mis sold a holiday. I have all the
information from their website and the holiday is still being sold on their website. Please can
you help as they are refusing to take any responsibility for this and it has cost us a fortune in
mobile phone calls from abroad. we tried to e mail their complaints department but it wouldnt
accept our booking numbers, saying they were incorrect. They were not. Our holiday was not
good and we could not wait to come home. I would be grateful for any help or advice you could
give me. (EM – 8/10/10)
The issue is when I booked the holiday I specifically stated I did not want a particular hotel.
[TRAVEL PROVIDER]confirmed to me that it was not this hotel ( I have the voice recording of the
booking phone call which confirms thrpighout the above.) When we arrived at the hotel it was
established it was the hotel we had asked not to be booked into. I phoned 2x from abroad to
[TRAVEL PROVIDER] to no avail and was told it would be resolved on my return. [TRAVEL
PROVIDER] could only offer 2 alternative hotels in the area and we choose the cheapest of those
at a costs of £519. I want to get compensation for the £519 and the costs of the mobile phone
calls to [TRAVEL PROVIDER]. [TRAVEL PROVIDER]are denying they are liable for this mistake and
are blaming [TRAVEL PROVIDER] for misrepresenting the hotel under a different name. I believe
that [TRAVEL PROVIDER] are at fault and wish to seek a claim in the small claims court. (EM –
20/10/10)
I would like to make a complaint about our recent holiday in Corfu of which we have been
informed by the travel company we are not going to be compensated for. We stayed at the
[TRAVEL PROVIDER] Resort in Sidari Corfu and experienced the worse holiday ever our
complaint covers many aspects such as the running of the hotel the cleanliness of the hotel the
facilities which made us choose this hotel over others that were not available and many more. I
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have written to the travel company [TRAVEL PROVIDER] who have contacted [TRAVEL
PROVIDER] for us to try to get some sort of compensation only to be told we were getting
nothing. Is there anything you can do for us to help us get the compensation we deserve? (EM –
11/11/10)
I booked a week in Lanzarote through [TRAVEL PROVIDER], my wife suffers from [MEDICAL
CONDITION]and has mobility problems so i researched the hotel and area well prior to booking.
We arrived at the hotel to be met by a rude Spanish lady who told us they where overbooked
and had no room for us, we complained strongly but she just pushed us toward a taxi. The taxi
took us to the other side of town up a hill and dropped us at a totally different hotel, they then
gave us a room on the 5th floor that was totally inadequate. Again we complained but we were
told the hotel was full. We returned to the original hotel the next day but they did not want to
know. We spent the week in 'hell' we spent a fortune on taxi's to and from the town and my
wife suffered throughout the holiday. On return we complained in writing to the holiday
company w ho acknowledged the complaint and said they would pass it on to the 'principal'.
They stated that they had to reply within 28 days. We heard nothing for nearly 3 months. A
fortnight ago i sent a reminder, they did not reply, last week i sent another reminder
threatening further action, they again did not reply. Today 16.11.10 i received a letter from
[TRAVEL PROVIDER] with a printed email attached dated 25th Oct 10 (so where has it been for
the past nearly a month?) and all it said was that they were sorry we did not enjoy the holiday
but if we didnt complain whilst we were on the holiday then there was nothing they could do
now we had returned. This is outragous. They blatently do not care about the fact that our
holiday was totally ruined. We did complain very strongly on arrival at the hotel and again at the
alternative hotel and again the day after. We want compensation in the form of a full refund
plus compensation for the expense of taxi fares and inconvenience caused. Thi s company
clearly do not give any consideration to their customers aftercare we are waisting time trying to
deal with them direct I think their utter disrespect for us has already been shown iand this is just
an example of things to come. We now need help from the Ombudsman. Please can you help
us? I can send copies of all correspondence sent and the one received from the company. My
wifes holiday was completel ruined by this company and they cant get away with it surely? (EM
– 16/11/10)
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We booked a holiday with [TRAVEL PROVIDER]. On arriiving at our hotel we were told that the
reservation had been cancelled. The hotel provider was [TRACVEL PROVIDER] /I have
complained to [TRAVEL PROVIDER] who inturn contacted [TRAVEL PROVIDER]. I feel that they
have not addressed my complaint. I have made contact with ABTA as [TRAVEL PROVIDER] is
associated, but ABTA have told me that [TRAVEL PROVIDER] is not a member and told me to go
to CAB. I have all relevant documents that have been sent. Please can you help there is a lot
more to this matter but far to long to put in this space. (EM – 17/11/10)
I have booked my Holiday with [TRAVEL PROVIDER] at [NAME OF HOTEL] Sharm Elsheikh to
travel on 13th December 2010 for 2 weeks. When I asked the the person is this holiday a
package holiday she said yes but I have now received documentation which states " [TRAVEL
PROVIDER] are acting as a disclosed retail agent on behalf [NAME OF HOTEL]Sharm Elsheikh
who is the principle with whom your accommodation is booked. Full terms and conditions are
available on request. in the event of any problems or difficulties you may have in resort , you
must contact the hotel immediately so they have the opportunity to rectify the situation from
the outset. Please note that complaints will only be considered upon your return where contact
has been made with the principle within a reasonable period after the complaint has become
apparent. etc etc Firstly I thought I was booking a packaged holiday but the above seems to be
to the contrary. Secondly in view of the reviews i have read I asked them to change the hotel.
The agent is saying that I will have to pay extra as all the hotels are more expensive. I was told
that this is a four star hotel but it seems it is not. In view of reading your report about the recent
complaints you have had and the fact that the agent assured me it was a packaged holiday but it
appears not I would be obliged if you could advise me as to what my rights are of cancelling this
holiday or demanding a suitable alternative which i am happy with. (EM – 18/11/10)
I booked a flight via [TRAVEL PROVIDER] with [TRAVEL PROVIDER]. I have since cancelled the
flight (via [TRAVEL PROVIDER]) and am awaiting confirmation and refund of airport charges
(flight non -refundable). I am told that this will take up to 13 weeks. [TRAVEL PROVIDER] will not
deal with my complaint. Meanwhile I am unable to complete my insurance claim (EM –
22/11/10)
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Regarding the above holiday which I booked with you on 16th November 2010 I was advised at
the time by [NAME], your travel consultant that this was a package holiday, however when I
received the booking documentation on 18th November 2010, I discovered that there appears
to have been a significant change to my holiday arrangements, I have also been made aware of
a large number of worrying issues and complaints regarding the [NAME OF HOTEL] Sharm
Elsheikh Egypt during October and November 2010. At the time I placed the booking I had
specifically asked [NAME], the travel consultant if this was a proper package holiday, she
assured me that it was, however according to the documentation received by me this does not
appear to be the case i.e. with a package holiday if there is a problem with the hotel one would
refer this to the holiday rep, it would not be the responsibility of the guest to deal with the hotel
management direct. My second concern involves the accommodation at the hotel as there have
been many complaints regarding Hygiene, Heath and Safety, Food/Meals and Hotel staff issues
at the [NAME OF HOTEL] Sharm Elsheikh. I would like to draw your attention to one of the links
[WEB LINK]/ I trust you can allay any fears that I may have regarding my forthcoming holiday by
confirming the following:
1. That this holiday is classified as a proper Package Holliday covered by the Package Travel
Regulations and obligations and not a dynamic package holiday or similar. 2. I also want
assurances that all the issues and complaints referred to by other holiday makers at the [NAME
OF HOTEL] Sharm Elsheikh have now been addressed and resolved. I would be grateful if you
could give this matter your urgent consideration and how you intend to satisfy my consumer
rights. I look forward to hearing from you within the time limits as set out by Rule 3.1 of the
ABTA Code of Conduct. (EM – 26/11/10)
I booked a holiday with [TRAVEL PROVIDER] to Morocco. Flight and transfers from airport to the
hotel were great. However on checking in at the hotel no-one was expecting us, the hotel was
full and we contacted [TRAVEL PROVIDER] but had no reply. It was approx. 18.30 on arrival at
the hotel. We didn't know what to do, we eventually got in contact with the transfer agents and
a young Moroccan boy came to the hotel (who was not on duty at the time, he did this out of
pure kindness). He arrived at the hotel around 22.30 and eventually he found us a hotel nearby
whereby we had to pay £60 for the night. The following day we made numerous phone calls to
[TRAVEL PROVIDER] and they said they would get back to us but never did. We spent a fortune
phoning them. They told us that they would pay us the £60 for the hotel on our return but they
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havn't. It was around 16.00 on our second day that they eventually booked us into another hotel
at the other end of the resort. They did not let us know even though they had the name of the
hotel we were in. We had to keep phoning throughout the day. The hotel we stayed in was not
suitable for us as I suffer from a bad hip and the steep steps in the hotel were horrendous to get
to the beach. I am acually undergoing physio now for the problem. I have phoned and sent them
letters since I got back home which was 29 September. All they keep saying it is not their fault,
the fault lies with a company they do business with by the name of [TRAVEL PROVIDER]. I have
told them I booked the holiday with them so they are responsible. However, they disagree and
have told me [TRAVEL PROVIDER] is not responding to them regarding the mix up. I wish to
know what I need to do now please. (EM – 29/11/10)
I booked a hotel / flight with [TRAVEL PROVIDER]. When i arrived the hotel had no booking. Had
to wait around all day to be given an alternative. I emaillled [NAME OF TRAVEL PROVIDER] to ask
what went wrong stressing that I wasnt after £££ just awnsers. They wrote to say it was nothing
to do with them as it was their supplier that was at fault and I would hear from them. That was
over 2 months ago and now [NAME OF TRAVEL PROVIDER] are not replying to my emails and
seem to want nothing to do with me. (EM – 1/12/10)
HAVING BOOKED A PACKAGE HOLIDAY THROUGH [TRAVEL PROVIDER] HOLIDAYS, WE BELIEVED
ACCORDING TO THEIR T&C'S TO BE PROTECTED AGAINST ANY PROBLEMS THAT MAY ARISE
WITH REGARD TO FLIGHT AND/OR HOLIDAY ACCOMMODATION. OUR FLIGHT WAS CANCELLED
TODAY THE 02.12.10 DUE TO THE CLOSURE OF [LOCATION] AIRPORT AND AS [TRAVEL
PROVIDER] ARE UNABLE TO REBOOK US ANOTHER HOLIDAY FOR A HOTEL OF THE SAME
STANDARD AT THE SAME PRICE, WE HAVE ASKED TO BE REFUNDED. [TRAVEL PROVIDER]
INITIALLY TOLD US THAT WE WERE COVERED FOR THE FLIGHT ONLY. I STATED THAT WE
BOOKED A PACKAGE HOLIDAY AND PRICING WAS NOT BROKEN DOWN. EVENTUALLY, AFTER
BASICALLY REFUSING TO ACCEPT THIS AND REFERRING TO THEIR T&C'S AS HOW A NON LEGALLY
TRAINED PERSON WOULD INTERPRET THEM, WAS TOLD IF I SENT THEM AN EMAIL ASKING TO
CANCEL MY BOOKING THEY WOULD NOT CHARGE A CANCELLATION FEE AND WOULD REFUND
OUR HOLIDAY COSTS IN FULL. I HAVE SENT THIS EMAIL, BUT AM EXPECTING FURTHER
CORRESPONDANCE FROM THEIR CANCELLATION TEAM SAYING THIS IS NOT POSSIBLE. COULD
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YOU PLEASE ADVISE ME OF MY RIGHTS? SHOULD [TRAVEL PROVIDER] HOLIDAYS BE REFUNDING
ME IN FULL AS MY CONTRACT WAS WITH THEM AND THE FACT [TRAVEL PROVIDER]
CANCELLLED THE FLIGHT IS THEIR PROBLEM? MY OTHER CONCERN IS IF THEY ARE CORRECT,
HOW DO WE KNOW THE COSTS FOR THE ORIGINAL FLIGHT AS THE CONTRACT REGARDING THE
FLIGHT WAS PRESUMABLY BETWEEN [TRAVEL PROVIDER] AND [TRAVEL PROVIDER]? (EM –
2/12/10)
hi, booked to go to [NAME OF HOTEL] in Egypt, Sharm on 22 October and had confirmation note
from agency. Arrived and told by hotel they had no reservation. Agency rep tried to resolve but
we ended being moved to [NAME OF HOTEL]. Not what we had wanted (90% Russian) but no
alternative. Wrote to agency complaining and seeking compensation. They said 'in accordance
with travel industry standards a detailed response will bw forwarded within 28 days'. They have
come back and said they are still waiting from information from the supplier'. Should I give
them longer or threaten court action and from my earlier letter (attached) is the amount of
compensation I am seeking reasonable? (EM – 3/12/10)
Hi please can i have some advice. I have started court proceedings against a travel company
called [TRAVEL PROVIDER] after trying to resolve this issue with them and got no where. I
booked a 5 star holiday that I had seen on the Internet with [TRAVEL PROVIDER], it was the
worse experience of my life. There is one point that I need your advice on, it is as follows. I paid
the full sum of money to [TRAVEL PROVIDER] on my bank statement it says [TRAVEL PROVIDER]
yet they say they have/had no contract with me as they only act as, I quote "a disclosed agent
for, and on behalf of tour operators" they then go on to say "this means that the contract for
hotel, flights and transfers is between myself and the supplier". I spoke to consumer direct who
told me "absolutely not, my contract is with [TRAVEL PROVIDER]", but now I am confused
because [TRAVEL PROVIDER] has issued the same statement to the court. so my question to you
is Who is my contract with ?? please can you reply in layman terms I do not understand all this
legal talk. thank you (EM – 6/12/10)
i wish to make a complaint about [TRAVEL PROVIDER]. regarding the spanish air controllers
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stike as theis company has rufused to offer me a an alternative holiday or a refund due to this
strike they are a member of abta there abta number is [NUMBER]. I have contaced your office
about the on the 6/12/2010 by phone & was told i was not covered by abta due to the fact that
[TRAVEL PROVIDER] are not a travel company but are acting as agents . your department told
me due to this i am not covered by abta so they could not help me recover my money. I am not
happy with this as this company are registered with abta & i and you are fully aware that abta
do make a charge for being registered with you . I would like to know why you are taking money
from this company to register with abta when you are not helping anyone when things go wrong
? your job is to help the consumer whene things go wrong and to help people like me to get a
refund fom this company . If abta still canot help me get a refund from this company abta
should not be tak ing money from the company in my view i await your reply (EM – 7/12/10)
My husband and I were due to fly to Fuerteventura on 19/12/10 from [LOCATION] having
booked an all inclusive deal with [TRAVEL PROVIDER]. Due to snow that morning our flight was
cancelled and we were told to go home as there would be no flights until 26/12/10. I rang
[TRAVEL PROVIDER] who said that [NAME OF AIRLINE] would reimburse our tickets but as our
hotel was separate we may not get our money back as the hotel had not cancelled. It was just
impossible for us to get to the hotel. [TRAVEL PROVIDER] also say that they do not sell packages.
What should we do now? Do [TRAVEL PROVIDER] have an obligation to assist us and help us get
a refund? They are ABTA assured. (EM – 24/12/10)
Holiday Misrepresentation Claims:
I BOOKED A HOLIDAY FOR NOV 2011 TO JAMACA WE BOUGHT IT AS A BARGAIN AS IT WAS
ADVERTISED AS A 2 FOR 1 WE WERE CHARGED £5100 BUT NOW REALISE THIS IS NOT THE CASE I
RECENTLY GOT THE SAME HOLIDAY PRICED UP FOR £51600 WITH NO DISCOUNTS SO MAKING
THE PRICE OF £5100 LESS THAN £10% DISCOUNT AND NO WHERE NEAR A 2 FOR 1 DISCOUNT
THE HOLIDAY I PRICED IS EXACTLY THE SAME AS WHAT WE BOUGHT SAME PLACE WEEKS EVEN
INCLUDING THE PREMIUM ECONOMY SEATS SO I NEED TO KNOW WHERE DO I [TRAVEL
PROVIDER]ND AND I FEEL I HAVE BEEN MISSOLD MY HOLIDAY (EM – 26/7/10)
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can a holiday company cancel our booking because they advertised it at the wrong price ? We
booked a package holiday on sunday 25th july via web with [NAME OF TRAVEL COMPANY]. for
2x adults to Lanzarote – [NAME OF HOTEL]. We paid in full. to travel 19th sept.- Monday 26th at
tea time we received a telephone call from [NAME OF TRAVEL COMPANY] saying the price was
advertised wrong and that we could either pay the correct amount or have a refund. we opted
for refund, not wanting to pay more. If I buy goods at a shop they have to honour the price
advertised. Are holiday compainies exempt from this ?? (EM – 27/7/10)
advertised holiday unavailable, never been available removed from website as said was an error
then relisted following day. claim error between tour operator the company doing the data file
and the file being electronically downloaded. claim they have had no other calls despite the low
price and admit it is unacceptable and is an error and should never hav egone on again but claim
that they dont check their website. [NAME OF TRAVEL PROVIDER]. letter sent and made 3 tel
calls still not satifsactory or acceptable response just fobbed off (EM – 28/7/10)
I am in dispute with [TRAVEL PROVIDER] regarding there brochure dated 10/6/10 which stated
that " [NAME OF HOTEL]" Sharm el Shiekh was " On a high plateau with fantastic views over the
red sea" Me & my wife wanted a chill out holiday in a 5* hotel. We are both late 60's and
needed a holiday, so I booked on arrival we found that the lobby & reception were at the high
plateau but most of the resteraunts ,bars & spa facilities were down lots & lots of steps, I have
walking problems so we finished up losing out on 70% of the facilities. had we known that most
of the complex was downhill we would not have booked & the holiday for us was stuck @ the
top. I have e-mailed them twice with regard to this matter & asking for compensation for loss of
our enjoyment, they ave replied twice apologising & have admitted that the layout could cause
problems for people like me. They stated in ther letter also that due to my comments they have
arranged for the hotel description to include a specific warning and this will be posted on their
website & brochure they have now done this. If this specific warning had been there when I
looked for the holiday i would not have booked.I have been in touch with trading standards
whoe gave me your details they advised me to e-mail them again with a figure for the
compensation I wanted, this was sent on the 19th July 10, They have not replied I contacted
trading standards they told me to send a hard copy stating the compensation that we are
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looking for & send it recorded delivery this was sent on 27th July 10. I have still not recieved an
answer. I have retained the brochure we booked from and all relevent paperwork. Please can
you help us. (EM – 4/8/10)
Holiday in Greece with [TRAVEL PROVIDER]. Over the course of five nights three of which was
horrendous noise, three nights of which noise started around 0200-0700. [TRAVEL PROVIDER]
web site clearly states "for those in search of nightlife followed by a good nights sleep" [TRAVEL
PROVIDER] admit the noise but wont do any more. Have they violated trades description? (EM –
4/8/10)
I booked a hotel with [TRAVEL PROVIDER] for 3 nights in Amsterdam. I asked if the hotel was in
Dam square in Amsterdam, I was told that it was. I printed off the itinary prior to going, but
beacause I was working long shifts, I didn't get to look properly until the day before I was flying
out. That was Thurs 5th August. It was then that I realised the hotel was not in Amsterdam, but
about 60miles away. I immediately contacted [TRAVEL PROVIDER], who explained they would
need to hear the recording before they could do anything. I was on and off the phone to them
for over 6hours. I was eventually told the operator had said the hotel was in Dam square in
Amsterdam. I, therefore requested that [TRAVEL PROVIDER] book me into a hotel of my
choosing on their website, it was the cheapest I could find, but more expenses than what I
originally was going to p ay. I asked that they pay the difference in price to compensate me and
a gesture of good will. After more messing me around which included offering me another hotel,
supposedly in Amsterdam, but again was 60miles away. This was telling me the operators at
[TRAVEL PROVIDER] do not have a knowledge of where they are sending tourists,and this is
misrepresentation. They told me I was going to Amsterdam when I originally booked, then they
tried to put me in another hotel again telling me it was in Amsterdam, which it wasn't. They
cannot sell holidays to Amsterdam this way. [TRAVEL PROVIDER] were not prepared to offer any
kind of compensation to put their error right. In the end I had to cancel the hotel and risked
going out on the flight in the hope of getting accommodation when I arrived. Unfortunately I
have had to pay considerably more for this, over £200, I have been upset and inconvenienced,
and I feel [TRAVEL PROVIDER] should pay the extra cost of my accommodation and compensate
me for the phone calls, and th e upset this caused. I hope you are able to assist me with this.
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(8/8/10)
I booked a holiday for Sept with [TRAVEL PROVIDER] through [TRAVEL PROVIDER]. They
advertised the holiday as 4* they also advertised 3* appts at a lesser price. I gave the code for
the 4* holiday and was told I had a superior appt facing the pool. I rang to check details today
and was told that they don't know what type of appt I've been given! They asked me to change
hotel but I would have to pay more!!! When I ask to cancel they said I would lose all my money
as it is less that 15 weeks to depature. I checked their own web site and they list all the
apptments and whether you get superior or ordinary but their advert on [TRAVEL PROVIDER]
omitted this info. Also the photo's make out that the appts are all kitted out to hhigh standard in
photo's but in truth its only the superior ones that are up to the standards of the photo's. What
can I do?? (EM – 12/8/10)
I booked what I thought would be a fantastic 5 night getaway. Thursday 29th July to Tuesday 3rd
August, electric pitch for 2 adults and 3 children at a cost of £158.40. As a hard working couple
both in full time employment, with three young children, given the current economic climate,
we decided to holiday in the UK and to make the break as economical as possible,. Imagine the
disappointment that myself, husband and three children felt when we arrived at your park.
Firstly, the location of this park is hardly 'prime', in fact we had to drive past a gypsy caravan site
to get to it. On arrival, we decided to look over the expanse of concrete wall down onto the
'golden sand'. There was enough rubbish, including nappies,cans, bottles and black sacks, to fill a
small landfill on this stretch of beach directly in front of your site. Although you are not directly
responsible for the unsightly fly-tipping by irresponsible members of the public, you still have a
duty of care when advertising your park the way you do. An apprehensive drive around the park
and we were met with tents haphazardly pitched, the toilet facilities were filthy and again
rubbish was strewn everywhere. The maintenance of your park and its facilities are clearly the
responsibility of your members of [TRAVEL PROVIDER]ff and these were sadly lacking. There was
no way I was going to s ubject my family to staying on such a park! (EM – 12/8/10)
I have booked a holiday to Ibiza with [TRAVEL PROVIDER], when I booked the holiday I checked
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out the location of the holiday (as you do when you get excited about going away), I am quite
analyzing person I like to know the in and outs of where I am staying, so when I looked at the
map location of where I was staying for a week it shows up as near a beach called Playa Pinet
but it isn't anywhere near Playa Pinet or near the beach it was 1.58 Kilometers (0.98 miles) off
course of the location [TRAVEL PROVIDER] provided, I think these descriptions should be 100%
accurate for the customer. It doesn't end there though, the hotel I'm staying at is named [NAME
OF HOTEL] given by [TRAVEL PROVIDER] but in actual fact the Hotal is named [NAME OF
HOTEL]….which is anoter lie, it has put me completely off enjoying my stay in a Hostel, here was
me thinking I booked a good deal but in fact just a cheap nasty Hotel. I have contacted [TRAVEL
PROVIDER] with all my findings and explained I do still want to go and can they do something for
me to make my time there an enjoyable stay, but no one helped, one girl just explained the
location but failed to explain the wrong location and why the hotel was a hotel, I then emailed
back but again with the same information again but reworded but the got a reply saying there is
nothing they can do as the airline and hotel manifest was sent out, so I emailed again with a bit
more attitude explaining the same scenario over again but receivec and email saying my
complaint had expired, I wasn't finished with them. What can I do, I feel so helpless and I have
lost faith in [TRAVEL PROVIDER]? (EM – 6/9/10)
hi i require advice on where i stand i recently booked a 3* hotel with [TRAVEL PROVIDER].com it
was great value for money but a friend of mine has just come back from the same hotel and says
3* it should be closed down. this is the short story i have asked for a change of hotel in which im
prepared to pay the difference but they want to charge an admin fee! is this not mis
representation?? (EM – 14/9/10)
We booked a cottage with [TRAVEL PROVIDER] in august in the lake district.On arrival noticed
the cottage was about 25 ft away from a busy A road which was not in the discription in the
brouchure ,and it stated that it was in shared 2 acres of grounds but all there was just a small
hotel garden .Also it stated views over the lake which you could not see .It started a relaxing
holiday but how could it be with a road so close to the property.The bed had not been changed
there was bodily fluids and pubic hair in the bed. We told the owner and he did change it .But
later noticed the property was not that clean .Sunday morning we complained to [TRAVEL
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PROVIDER] about the road and cleanliness of the cottage and they said they would find us
another cottage if the owner would release our money but he wouldnt we could not enjoy t he
location of the property anymore all you could hear was passing traffic, we could not watch our
dvds without having to turn the volume up also had disturbed sleep due to traffic noise so we
left monday morning after being there only 2 days. We have asked for a refund because of their
misrepresentation of their discription but they do not agree there was any misrepresentation
basically because no one else has complained so have declined us a refund and state that they
are only letting agents. I must add we are so annoyed by this because if the brochure had stated
the road, we would not of booked this property. So please could you advise us on where to go
from here and what rights do we have for a refund . (EM – 14/9/10)
We had book a package holiday with [TRAVEL PROVIDER] on the internal, and the offer was a 4*
Hotel all Inclusive in Turkey, we had checked the facilities and and had decided to book and
paid.We received the Holiday Book from [TRAVEL PROVIDER] with our tickets. The Room facility
showed that it had Air Condition and is on 16hr daily. Its only when we got their we found it
very hot in the evening, and we could not sleep and we had raised this with hotel desk and with
[TRAVEL PROVIDER] Representative. Both said they will look into before evening. It was getting
very frustrating as we could not keep to doors or windows open as the noise went on until 3Am,
and also their were insects flying. On the third day we spoke to the Hotel Manager who said he
will investigate, and we also had spoken again to the [TRAVEL PROVIDER] rep' but we got a
feeling that they were not keen to tell us anything. At this point we were suffering from fatigue
and could not do anything but kept swimming in the pool and drinking cold drinks, and ended
up getting a shore throt and coughing continually. After one week we stood our ground and
insisted to fix the Air Conditioning or change our room, they in turn said that the AC in centrally
controlled and it get switched on in August. I showed them my booking form and they said that
[TRAVEL PROVIDER] should have made that clear on their offer that Hotel only operates AC in
their summer months. I complaint bitterly to the [TRAVEL PROVIDER] Rep' who said that I should
file a complaint and that they could not do anything. Our Holiday was a total ruin and had we
know this fact that AC on switched on in summer, we would have not booked and would have
the opportunity to chose another Hotel. [TRAVEL PROVIDER] have Mislead us and they have
failed to disclose a material fact. They had but us at a disadvantage by not indicating on the
offer that AC is only available in the Summer months. [TRAVEL PROVIDER] will not compensate
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us and they have concluded that it was "us" to find out, we wrote back and said that are they
selling holiday to Turkey AC as a facility but you are not indicating any markers for the
prospective buying to look into further regards the AC. Please advise us as to has [TRAVEL
PROVIDER] MISSOLD this holiday by failling disclose on onset. (EM – 20/9/10)
I have recently returned from a villa holiday from Mallorca and am looking for advise from
yourselves regarding an issue I have with the [TRAVEL COMPANY]. Back on the 14th July 2010
my wife and I booked a villa in Mallorca (for sep5th to sep19th) though [TRAVEL PROVIDER] for
euro 4500 per week (euro 9000 in total). We were advised by the villa company at that time that
the villa was normally marketed at euro 9000 per week, but we would be getting a discounted
rate because they had had a last minute cancellation. At the time of making the reservation my
wife and I happened to be surfing the internet and found the same property for sale ?!....we
highlighted this on email to [TRAVEL PROVIDER] who seemed to be surprised but disinterested
about the fact. The property was a substantial 6 bedroom finca (traditional Mallorcan country
house) in acres of land with very large pool about 12km from Palma (mallorcan capital) &
airport. We were attracted to the property given its location, style and most importantly that it
seemed very child friendly (plenty of open space for our oldest child to run around in - she is 2
years old, and large pool with no awkward steps)……So to say that we were eagerly anticipating
this holiday was probably the worlds biggest understatement! In lieu of the holiday we booked
and paid for flights (£600) as did our two sets of inlaws (£900). I received an email from [TRAVEL
PROVIDER] on the 24th August (12 days before we were due to fly) asking to call them urgently.
To my shock I was told that the Finca in Santa Maria has been sold and we could no longer stay
there. [TRAVEL PROVIDER] terms and conditions (see attached) state that "in the unliukely event
of a significant change or cance2llation of your booking by the owner, we will inform you as
soon as possible. If requested and if available we will try to arrange alternative accomodation of
a similar type, price, standard and location. Alternatively we will refund all payments made by
you". Given we have 2 children under 2 years old, had booked 8 flights (including 4 inlaws), had
booked time off of work (for 4 people) and had arranged car hire, the "refund" option with only
12 days to go prior to departure was simply not an option at all. As far as "alternative"
properties were concerned we were told that there was only 1 available (so no choice at all) and
ythat we would have to make a decision within 12 hours! It has since transpired through a later
email that there were other alternatives available, they just chose not to highlight them because
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they were more expensive. It must also be said that the pitch for the alternative villa bordered
on "hard sale"! (see below) I was also told in a follow up mail from [TRAVEL PROVIDER] that they
were "making no money from this deal and were merely offerign the substitution for
reputational reasons". It has since transpired (on a follow up email from the company ) that
[TRAVEL PROVIDER] did, in fact, make at least 500 euros from the deal. (EM – 20/9/10)
I have just returned for Hurghada Egypt. and have had a terrible time. I incurred over £ 160 in
phone calls trying to resolve the issues whilst there. but as it was a 7 night holiday - didnt
manage it to my satisfaction, and now wish to com-lain about the miss-selling of the original
holiday, the bungled attempt tp resolve this, which entailed 2 different hotels, and several days
of disappointment upset, dissatisfaction and humiliation I can detail the whole event form start
to finish, with evidece in photos, and tessitonies. I need help tp make this complaint. Please (EM
– 30/9/10)
My husband and myself booked a holiday to [NAME OF HOTEL] in Mexico with [TRAVEL
PROVIDER]. The hotel was rated 4 and 5 star on the internet. When we got there the hotel was
in need of refurbishment and did not resemble a 4 and 5 star hotel. We complained the next day
and asked to be moved. We were advised had to pay $50 dollars each per person per night for
the rest of the holiday. We were advised there was availability in the sister hotel next door on
Tuesday. We moved 4 days later and offered to pay the Rep of [TRAVEL PROVIDER] on Site at
the [NAME OF HOTEL]. He told us to pay direct to the hotel. When we got there we were
advised if paid cash rather than credit card the bill would be halved to £375 sterling. We did not
think anything of this and we paid direct to the hotel. I found out from holiday makers that
there was a note i n the reception area for FREE upgrades to [NAME OF HOTEL]. The Rep knew
we wanted to move but did not advise us of this. I asked for an invoice in order to claim back our
monies but the hotel manager said if we wanted to claim back our monies she would have to
give us our money back and we would have to pay extra. I realised at this point there obviously
was underhanded dealings going on. I decided to wait to get back to the UK to get our monies
back. I have written 2 letters via [TRAVEL PROVIDER] to [TRAVEL PROVIDER]s but no
compensation has been offered I intend to go to ABTA with this complaint but would like further
advice. On departure of our holiday we were asked to pay an outstanding invoice of $20 for a
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bottle of champagne I bought, which we paid on leaving the hotel and handing back our keys
before moving to the sister hotel. At this point we realised more underhanded dealings were
going on. This hotel was not a 4 or 5 star hotel, to our standards, and felt we had been missold.
(EM – 5/10/10)
I hope you wont find this complain insignificant, I booked a night break as a surprise for my
husband for our 36th wedding anniversary in Blackpool at the [NAME OF HOTEL] via the
internet, The hotel looked very nice, the 2 reviews seemed favourable, and it was advertised as
3*, so I thought it would be ok. How wrong could I have been, the outside was tatty and when
we entered it got worse. There was nobody there to greet us, we had to find the reception (a
board across a doorway) and ring the bell, we cheked in, but the room was awful, small and
overcrowded with furniture, a double bed was pushed against a wall under a window (the
window wouldnt close properly leaving my husband to sleep in a draught all night) the furniture
was of poor quality, none of it matched, and then we had a 2 seater settee and armchair, also
very old, it looked as if all the old unwanted furniture had been dumped in the room. The hotel
was advertised as having central heating, but this would not be turned on. I could go on, but the
main complaint is how the website offered comfortable accommodation with pictures of the
rooms, and the reality of it was these pictures bear no resemblance of what is offered. surely
this is taking money under false pretences. If the public cannot trust the [TRAVEL PROVIDER]
system what else can we go on. It claimed to have a bar but this was not open. I paid for 3 nights
but only stayed 1, Our wedding anniversary surprise was a complete shock! (EM – 6/10/10)
can you give me advice on a holiday booking. I went online to search for a holiday to Turkey I
found a holiday suitable with [TRAVEL PROVIDER] and saved the deal then phoned them. I dealt
with a girl called [NAME] and gave her the reference number for the holiday going to
Turkey(Side) fly out 26/08/11 for 14 nights. [NAME] then brought up the holiday and when she
processed the holiday told me that the holiday was no longer available and as their system was
running 24hours slow was sorry could not give me the holiday I requested. I said I thought this
strange as the holiday was 11 months away. [NAME] then said she could seach other providers
for the same holiday. The problem was the flight on the 26/08/11 was no longer available. I
agreed with her looking to see if she could find something else. [NAME] then told me she could
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giv e me the same holiday flying out on the 2/09/11 which was a bit more expensive but I felt
under pressure and booked the holiday and paid in full. My husband was very angry with me as
he will be unable to change his holidays to 2/9/11 for the 14 nights his holiday for the summer
was within 26/08/11-12/9/11. I email my problem to [TRAVEL PROVIDER] I had booked and paid
the holiday on 28/9/10 and e-mailed my problem to them on 29/9/11. I received an automated
answer with a ref number telling me that they would deal with my problem as soon as possible.
Today I went on to [TRAVEL PROVIDER] web and could still save a deal for the holiday I wanted
at a lower price, I phoned [TRAVEL PROVIDER] services today and told them my problem and
that I was not happy to be told the holiday I wanted was not available then sold a more
expensive holiday which the dates are a problem to be told that it will cost me £100 to change. I
again asked why are they still advertising a flight they cant give and was told that when s aving a
deal it is not live, so therefore anyone phoning for the same flight I requested will be offered
another as the 26/8/11 flight is not available. I also went onto other providers and all are
advertising the same flight. Can you advuse me what I can do as at the moment I am still waiting
for [TRAVEL PROVIDER] to contact me to see what changes they can offer me (EM – 12/10/10)
I rented an apartment through [TRAVEL PROVIDER] in Sicily. I believe the pix in the brochure to
be falsified. The apartment itself was situated with in a car park with a train starting at 4.30 a.m.
at quarterly intervals with a whistle. The mention the train in the brochure as occasional but this
was not mentioned to me on telephone booking. I specififed beauty, beachside and silence. I got
none of these. I have complained to them and complained on arrival. They are not listening to
me. I have received two emails from them disagreeing with my experience. (EM – 21/10/10)
I have written to [TRAVEL PROVIDER] to cancel a cruise on the [TRAVEL PROVIDER] [NAME OF
CRUISE SHIP] to the carribean informing them that it was promoted and advertised as a
'new'ship on their website, in their brochure and in the travel agents. They have since amended
their marketing material and have said that the term 'new' could have been misleading,
therefore we believe they have accepted liability. In their reply I quote 'I am sorry you are
disappointed the ship is not brand new and the marketing of New to [TRAVEL PROVIDER] was
misinterpreted and was not our intention to mislead our cusstomer in any way.' They confirm
that if we wish to cancel, normal holiday conditions apply i.e. pay £35.00 pp for an alternative
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holiday or loss of full deposit. Should we expect ourt deposit back in full? (EM – 22/10/10)
Receintly I went on holiday (all inclusive), in Turkey.I was sold as a 5 star hotel holiday but it was
actualy 4 star hotel. When I complained to travel agent, they said, it is 4star in turkey, when it is
5 star here. They also said I did not complain from Turkey. Please advice me Thank you. (EM –
24/10/10)
I WENT ON HOLIDAYS FROM 14/28 SEPTEMBER. I BOOKED THROUGH [TRAVEL PROVIDER]
ADVERTISER FOR 5 STAR ALL INCLUSIVE HOLIDAY. I FOUND IT WAS 4 STAR HOTEL. I
COMPLAINED TO MY TRAVEL AGENT BUT THEY SAID IT IS 5 STAR ACCORDING TO THEIR TOUR
OPERATER. PLEASE ADVICE ME. (EM – 25/10/10)
I have booked a holiday for my parents with [TRAVEL PROVIDER] through [TRAVEL PROVIDER].
The holiday was advertised at £122 pp after the holiday was paid for I checked my bank account
and I had been charged £313.96. I phoned up [TRAVEL PROVIDER] and I was basically told tough
luck thats how much it is. They have charged me an extra £48 for airport security tax and £20.00
for hand luggage. [TRAVEL PROVIDER] stated that the £48 was nothing to do with them that it
was the airports charging it and [NAME OF AIRLINE] were to blame for charging me the extra
£20.00, I also had £1.96 extra taken from my bank that [TRAVEL PROVIDER] can even justify. I
have contacted [LOCATION] International Airport, Amsterdam airport and [NAME OF AIRLINE]
with whom we are flying with and all 3 parties have explained that there is no extra security fee
levied by any of them and that the taxes are all included in the flight ticket. [NAME OF AIRLINE]
also stated that they do not charge any money for hand luggage. I have written correspondence
from the above parties on this matter. Furthermore, When making the booking I specifically
stated to them that the holiday was a surprise present for my parents birthdays and that all
correspondence was to be sent to me sisters house. After disputing the payment with [TRAVEL
PROVIDER] [NAMES] who i was dealing changed the correspondence address to my parents
address and the holiday details were sent out to them and they found out about the holiday. I
have contacted [TRAVEL PROVIDER] numerous times through electronic communication, written
communication and phone calls and I am just getting the same reply "we will respond withi n28
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days." £69.96 is not much money but it is the principle of the matter that the money was taken
without my authorisation. I really hope you can help me and i can provide you with all the e-mail
communication if needed. (EM – 28/10/10)
misrepresentation of holiday accommodation malta 3-10th aug10. request for adults only hotel/
quiet room away from lifts-sold to me by [TRAVEL AGENCY] travel agents, tour operator [TRAVEL
PROVIDER]. arrived to a room behind 2 noisy lifts,open windows to club music/traffic surrounded by children at pool (EM – 5/11/10)
Have recently returned from a Holiday in Ibiza booked through the internet, [TRAVEL PROVIDER]
then [TRAVEL PROVIDER]. I had problems before we left Britain as the dates had to change due
to strikes in France and took a whole weekend with [NAME OF AIRLINE] and [TRAVEL PROVIDER]
to change the dates even phoning the Hotel in Ibiza at one point. When we did finally go it was
awful. We were told by locals the Hotel chain was in difficulties and although we had a holiday
we have a list of complaints. The holiday was not advertised as on the website. We chose the
Hotel because it had a gym and spa room. Both closed and when asked reception staff anything
they just shrugged. Food bad and drinks watered down. Only….they could offer was whiskey
even though it was an all inclusive. I have never complained about a holiday before but this time
I feel so strongly that this Hotel could not cope with the number of people being sent to it. Any
assistance you can give would be much appreciated (EM – 12/11/10)
My party (5 adults and 1 child) booked through [TRAVEL PROVIDER] web site one of their villas
in Costa del Sol. We looked at the photos provided by [TRAVEL PROVIDER] on their web site
advertising [NAME OF VILLA]. It looked gorgeous. The pool area looked inviting. Everything
looked clean and welcoming. When we arrived it was a different story. The villa was filthy and
badly maintained. We took numerous photos of the villa and the condition it was in then called
the [TRAVEL PROVIDER] rep for the area. She said she could replace crockery, bedclothes, bath
mats, get the hot water running etc. But the villa was so awful we requested a move as we could
not stay in those conditions. We had to provide our own transport at our own cost to view other
villa plus accomodation, all of which we saw were in a similar state to [NAME OF VILLA]. We
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eventually m oved to [NAME OF VILLA]. Which although slightly cleaner, was still no where near
the standard [TRAVEL PROVIDER] advertise on their web site. I am now in dispute with [TRAVEL
PROVIDER]. I have contacted Trading Standards too. [TRAVEL PROVIDER] offered my party £200
first of all. IWe refused this offer as by the time you took off the expenses we had incurred for
taxi fares, photo development postage and telephone calls. It left us with £121 split between 6
people. [TRAVEL PROVIDER] then offered us £400 Again we refused it. Trading Standards said
we should tell [TRAVEL PROVIDER] what we wanted. This I did stating my party and I required a
full refund of the holiday cost plus £100 each for loss of enjoyment of the holiday. It was
absolutely awful and we could not wait to get home to our own comfortable houses. [travel
provider] then made another offer of £485 saying this was for 2 days loss of holiday (we actually
lost 3 days) and £85 expenses incurred. Postage and phone call expenses are climbing all the
time for us.. W e hve aagain refused. Our point being, if [TRAVEL PROVIDER] had used our
photographs on their web site to show what real state the Villas were in, we would not have
touched it with a barge pole. Our holiday was ruined. If I saw a dress in a shop and went in and
bought it in good faith, paid the price asked I would expect it to be exactly as I purchased. If the
saleslady had taken it out the back, replaced it with exactly the same dress but in a dirty, worn
condition, it would not be acceptable. If then when I returned it I was more or less told, "well
you could have enjoyed some of the time you wore it", I think a complaint would be in order.
This is how we feel [TRAVEL PROVIDER] are treating us. We booked and paid for a villa that was
clean comfortable and welcoming as advertised and shown on [TRAVEL PROVIDER] web site.
[TRAVEL PROVIDER] took our money and instead of providing the villa in the condition it looks
on the web site, they provided a filthy uncomfortable one. Is this fair. We had n o holiday,
everything felt dirty and worn in the villa. You could not sit down on the lounge chairs or the
outside chairs in nice clothes because they were dirty it was awful Please advise how we go
about going through an ombudsman to solve this matter.I think this would be a first step then if
that is not resolved maybe small claims court. Please advise our next step and whether we have
a case. I have all photographic evidence of the vills and all correspondence sent and received to
and from [TRAVEL PROVIDER]. (EM – 20/11/10)
we booked a last minute cruise on the internet with [TRAVEL PROVIDER] on the [NAME OF
CRUISE SHIP] for 26 th nov 2010 for one week the tickets arrived for the [NAME OF CRUISE SHIP]
a ship we did not want to go on we found out from our local [TRAVEL PROVIDER] shop that
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[NAME OF CRUISE SHIP] had gone in for a refit in dec 2010 after several phone calls to [TRAVEL
PROVIDER]they were still insisting [NAME OF CRUISE SHIP] was still going to the canaries on that
date we got our money refunded after a lot of stress and we had to rebook our holiday we got
no compensation only an apology we dont think this company should be in business how many
more people have they booked onto a ship that is not running (EM – 21/11/10)
I would just like some advice. I recently complained to a travel company who advertised a
package holiday on line for a certain price yet when I phoned up I was told there we no rooms of
that type left but I could pay to upgrade to a suite in the same hotel for more money. I agreed to
this and paid. When I was on holiday I found out the hotel only had one room type so I had not
been upgraded and the room we were in was of poor quiality. I wrote to the company on my
return asking for the extra money back that I had paid over the original price and listed the
other complaints I had. I have just received a letter back admitting that it was a mistake and I
was misled that it would be an upgrade to the room, however no mention of the money back I
had asked for. What would be the best way to take this further. (EM – 23/11/10)
OUr Holiday booked through [TRAVEL PROVIDER] in Aug 2010 to Turkey was not as advertised.
We chose our holiday because of the facilities the all inclusive hotel offered and of the 4*
category. It was nothing like that. It was only once we had complained to the Rep that we
discovered there was a sister hotel to ours that these facilities were actually at. Neither the
holiday details on their website or staff at the Hotel advised us of this other Hotel. It was this
other Hotel that gave it its 4* rating. Had we known this when we booked we definitely would
not have chosen it. There were other issues but this is the one that I feel very angry about. We
ended up after several calls/texts to the Rep, costing appx £80 and taxi journeys to another
Hotel costing £50 moving to a diferent place where the facilities we wanted were available. I
have written 3 letters to [TRAVEL PROVIDER] and each time they fail to accept that this was a
;problem. They keep referring me to the Sister Hotel but my whole point was, we were totally
unaware at the time of booking and upon arrival that this Hotel even existed. We had to pay
another £674 to change Hotels on top of the afore mentioned costs to us re phone and taxi. I
would really welcome any advice you can give me on this as I do feel that we have been very
badly treated and mis sold our Holiday . (EM – 25/11/10)
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In August I booked a cruise for next summer aboard the [TRAVEL PROVIDER]s [NAME OF CRUISE
SHIP], the incentive to book so early was a 'free' all inclusive upgrade. A few weeks later I
checked the price again only to find to my horror that the cost of the cruise had reduced by
almost to the pound the cost of the all inclusive upgrade i.e. approx £750 per person. This
seems very unfair to me, I would never spend that much on drink and so could have saved
around 1/2 this cost if I had just booked the cruise without the all inclusive and paid for drinks
myself. They have called it a 'free' upgrade when quite clearly it's not as they increased the
price of the actual cruise to cover this. Do you know if there is anything I can do about this? I
have tried writing to [TRAVEL PROVIDER]s but they just hide behind their 'Terms & Conditions'
but surely this is mis-selling? (EM – 27/11/10)
[NAME OF AIRLINE] representative was due to visit out hotel that day, therefore we sat down
and explained the above problems. Unfortunately I cannot remember the female
representatives name. Upon detailing not only what was not right, but what was mis-sold to us,
she informed us that we would have to pay yet more money to stay in a hotel that was not
currently being repaired and had, what we was advised by your website, appliances. It was
explained at the time that 'this is Gambia' and 'not very many people have fridges here'. Whilst
this is a fair comment, I am not Gambian, and I do not live in a third world country - I have paid
to go on holiday to one, therefore I would expect somewhere to keep water, food and beer cold,
considering we were staying for bed and breakfast. As we had not budgeted for to have to pay
extra for the standard of hotel we were expecting, we were to stay at the '[NAME OF HOTEL],
and the representative very kindly switched our room. Which was the last we saw or hea rd
from her until we were picked up for our return journey. I will state that neither myself or my
partner were expecting the Gambian Savoy, but I hope you appreciate that from what was
provided was not what the website portrayed. (EM – 8/12/10)
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Holiday Travel Company Claims:
I have submitted numerous complaint letters to [TRAVEL PROVIDER] in respect of our holiday to
Mexico in Sept 2009. I find the compensation being offered to be completely unacceptable and
they are unwilling to accept any liability in respect of a number of issues i have raised. 1 being
that they seem to be under the impression that they can inform customers of any incorrect
information and providing the terms and conditions override this, then their position is
safeguarded. I find this completely unacceptalbe and feel we were incorrectly induced into the
contract and for this reason are entitled to damages. ( EM – 8/3/10)
My abta ref is 10516 and have tried to contact [TRAVEL PROVIDER] directly but they are refusing
to speak to me or give any informatio as i booked through the [TRAVEL AGENCY] shop and not
with them .I only want to know where they plan to send us in may when we go on holiday and
feel they asre fobbing us off at the moment.I ahve been on the telephone for 25 minutes and
got nowhere! (EM – 8/3/10)
At returning home we were so upset the way [TRAVEL PROVIDER] had treated us we wrote a
letter of complaint.After a week they had not replied so i tried again to which i did get a
response saying they would investigate.A week went by and i emailed for an update but go no
reply.This has happend for the last three weeks now.Could you please advise me what to do
next many thanks ( EM – 11/3/10)
I was wondering what I can expect, other than a sincere apology and an assurance that the staff
members will be disciplined to a satisfactory manner..... booked a ski trip for 8 adults, the staff
progressively got ruder and more (passively) aggressive until on the last saturday, after I
challenged them, politely, they began to shout at me and slagg me off, using bad
language……Apart form being devastated and feeling attacked, it ruined my holiday. I emailed
the agent who I booked it with, who passed it on to [TRAVEL PROVIDER]. Apart from an
automated response, I have heard nothing. (EM – 22/4/10)
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I have recently been on a cruise with [NAME OF CRUISE COMPANY]. I put my suitcase outside
my stateroom as instructed, but the following morning my suitcase did not turn up at baggage
claim. That was two weeks ago and my suitcase has not been found. [NAME OF CRUISE
COMPANY] say I have to make a claim with my travel insurance which involves me listing every
item that was in the case and attach receipts for these items. As I do not have all the receipts my
insurance company informed me that they can take off 25% off the value of items without
receipts, and 20% off the value of some items for wear and tear. I am now very concerned that I
will be well out of pocket and I need to buy new clothes. [NAME OF CRUISE COMPANY] have
been in my view very unhelpful when dealing with my problem I emailed them expressing this
and have not received a reply. Ca n you give me any advice on what to do next? (EM – 16/6/10)
I went to turkey for 14 nights they lost my case between the bus and the hotel they are not
interested at all they said someone on the bus must have taken the case and it is a pity they did
not come forward.this is rubbish but they will not ring me at all the rep would not come to the
hotel? where is their care of duty? [TRAVEL PROVIDER]/transfers are you interested….. Date of
holiday June 8th 2010 (EM – 3/8/10)
please help i don't know what to do next, after [NAME OF AIRLINE] lost my luggage on the way
to orlando florida leaving me with just the clothes i stood up in i was not able to enjoy what's
supposed to have been the holiday of a lifetime.(i definitely did not feel like a rock star) Having
completed claims forms after 21 days and still waiting 3months on for a response is rediculous,
having lied to on several occasions by staff leaves me more and more bitter about this company.
please ring i need help with this. (EM – 18/8/10)
I am having a terrible problem getting any response from [TRAVEL PROVIDER]/[TRAVEL
PROVIDER] holidays regarding a complaint I made on July 7th about a recent holiday to Garda. I
called in to the [LOCATION] branch where one of the assistants noted all my comments and I
was told the firm had 30 days to respond. Having heard nothing I called the branch on 3
occasions and also called in, having been told the assistant would look into it. Needless to say I
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have heard nothing and having rung again. No one in the branch knows anything about it and
obviously has no interest in the matter. What is my next step please? One of my complaints was
regarding discrepancies in the facilities provided by the hotel as stated in in the brochure which
should certainly be dealt with. Thank you very much. (EM – 19/8/10)
We have just returned from a Villa holiday in Spain. The Villa was not as described on the
website and I wrote and complained to the owner and holiday-lettings. He response was very
rude and and he will not respond to any of my comments. Can you advise how we can best get
some compensation from him. (EM – 20/8/10)
Can you help. I have contacted the supplier of my holiday and they have not respionded no
matter what I do. I do not know where to go from here (EM – 21/8/10)
I travelled back from Corfu with [TRAVEL PROVIDER] on 14th June and my handbag got damaged
on the flight. I put it on the floor of the seat in front of me and the carpet was wet. It's soaked
up the liquid and created a big stain on it. It was an expensive handbag and a gift £150. I
complained on the plane at the end of the flight to the aircrew. They said they'd take it forward.
When I called to talk about it to [TRAVEL PROVIDER] they had no knowledge of it. Now they
can't find who I spoke to, unfortunatley I didn't get her name. I've just had a letter saying no one
can confirm it so they're not paying out. Please can you help? I'm really angry and feel like
they're calling me a liar when I did everything I should have. (EM – 31/8/10)
We have just returned from a 2 week vacation to France booked through an internet letting
Agent called [TRAVEL PROVIDER]. We paid over 5,000 euros for our stay but was disappointed to
find out that our house we had booked was next door to an active building site which caused
much noise and mess. Despite trying to resolve this whilst on holiday with [TRAVEL PROVIDER],
the owner and their housekeeper, we have still to receive any form of compensation, despite
acceptance on their behalf that our stay had been affected. We had not been informed of
building work prior to our departure. I am looking for advice on how I take this forward legally or
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if there are any holiday associations that you recommend we approach? [TRAVEL PROVIDER]
have referred us back to their T&Cs and have said that this is not their responsibility and we
have to re solve with owner. We have photographic and video evidence of the build work. (EM –
2/9/10)
We booked the holidays to paphos through [TRAVEL PROVIDER] half board three adults
including txfrs the flight they booked was from [LOCATION] to Lanarca airport, on arrival we had
no txfrs after enquiring for nearly two hours we were advised to get a taxi nearly 140Km away
upon phoning TRAVEL PROVIDER] in scotland they gave us the ref. and the taxi company's
telephone number taxi company advised us that the booking was from Paphos airport not
Lanarca they refused to take us even we offered more money, I have written two letters to
[TRAVEL PROVIDER] head office the only reply we got was acknowledgement of our first letter
this letter was written over 30 days ago I have written another letter 10 days ago so far no reply,
can you please advise Many thanks (EM – 2/9/10)
I got charged almost £300 for excess baggage with [NAME OF AIRLINE] and was tld I paid-up or
was off the flight from [LOCATION] to Germany. I had the same luggage on the outward journey
but no issues or charges. The staff were harassed and the flight was already delayed due to their
bad management at check-in. i was told that I was holding the flight-up and I eitherpaid-up r
was off the flight. Customer Services are poor (EM – 3/9/10)
have booked cruise through [TRAVEL PROVIDER],free parking should have been
included,[TRAVEL PROVIDER] are saying they told [TRAVEL PROVIDER] that we needed to book
parking by certain time period,[TRAVEL PROVIDER] are saying they were not informed when
phoning [TRAVEL PROVIDER] at date of booking,neither are willing to pay for parking,are either
liable to pay for parking .parking is about £265 per car (EM – 5/9/10)
We have just returned from a holiday booked with [TRAVEL PROVIDER],. The accomodation
provided by them was of extremly poor standard, including damage and absolutely disgustingly
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dirty. We booked a Villa Grande Deluxe however the van given for us was totally mis-sold in
their brochure. Their brochure does state that the vans may not be the same layout or
furnishings however this van could not even be classed as comparable. I am writing to them
however I would like to know where I stand regarding my complaint as I have never had to do
this before. Thank You (EM – 7/9/10)
A week ago i tried to book a weeks holiday in Benidorm=self catering with my daughter, with
[TRAVEL PROVIDER] holidays via the internet. Unfortunately there was not enough money in my
account to cover the holiday at the time but i had obviously pressed the confirm button by
now.[TRAVEL PROVIDER] rang the next day and spoke to my daughter to say that it hadn,t gone
through because the funds weren,t there and that they would hold the holiday for the time
being. i put funds into my account thr following day but i did not have any more contact with
them and to be honest we had found an alternate holiday with another company. Therefore i
hada a shock when,today i discovered that they have now taken the money out of my bank
account and i have paid for a holiday that i don,t want = and also paid for the alternate holiday
that i do wa nt. could you advise me please as to what i should do ? (EM – 7/9/10)
As a family we booked a holiday for two weeks A/I wiht [TRAVEL PROVIDER] ,from 3 aug to 17
aug 2010.At a cost of £4134.00 to [NAME OF HOTEL] ,hurghada,egypt. Throw the internet we
booked and paid for per paid seats so we could sit together,However on arrival to [LOCATION ]
at the checkin desk we were informed of a delay ,5hours later we boarded our flight ,no
organisation for pre paid seat customers.It became first come first served, it was a substitute
plane from spain was chartered by [TRAVEL PROVIDER] ,Ive emailed [TRAVEL PROVIDER]
customer relations for a refund and expressing our distress over how we were treated. I know
feel so flustrated with no customer service from this company , Iwould appreicate any help to
get my refund back for a product we did not recieve, they are other issues with this holiday but
we have ran out of strenght to presue it (EM – 7/9/10)
We are in dispute with [TRAVEL PROVIDER] regarding our cruise on their ship the [TRAVEL
PROVIDER] [NAME OF CRUISE SHIP]. They miss-sold this ship as being brand new when in fact it
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is 25 years old. This was our first cruise to celebrate our 40th wedding anniversary and the trip
was totally ruined by the appalling conditions that we were subjected to onboard. We have
written a letter, filled in 2 of their complaints forms one onboard ship, and one on the plane,
which they say they never received, and phoned but they brush us aside saying we have no case
for compensation. We think otherwise. (EM – 7/9/10)
We have returned from a holiday in florida, where we stayed in a privately owned villa, booked
through ([TRAVEL PROVIDER]). It advertised fully airconditioned however, the last 5 days we
were with no air con in record temperatures. In summary my 10 yr old, and father had to sleep
outside due to the temperature in the villa. We were given 3 fans which only circulated warm air
and i was in contact numerous times with the company managing the villa in florida they
assured me the problem was unavoidable but would be fixed the next day as they were waiting
for a part. Four days later (the day before we were due to fly home there was still no air
conditioning fixed. As we had already been told we could not have any alternative
accommodation we informed them that we would be staying in a hotel the last night of our
holidays an d expected reimbursement. i was told this would be passe onto the owner but no
one ever replied. i have sent emails since returning and received one reply from [TRAVEL
PROVIDER] saying the air co was fixed after 48 hours which is untrue. No compensation or
reinbursement has been given> i am no unsure as to what my rights are and where to go from
here. Please can you give me any advise. (EM – 9/9/10)
hi we booked a holiday recently with [TRAVEL PROVIDER] in [LOCATION]. it was to sharm el
sheik we experienced difficulties so when we arrived home we put in a complaint to them they
told us it would take around 28 days to resolve so we should hear back from them around the
end of august, we didnt hear anything so i called in the branch again they then said they had
untill the 10th sept to reply. no reply came tody so i telephoned and was told i would get a call
back back by 5 pm today again i have not heard anything. the sad thing is we book all our
holidays with them and at the moment untill this is resolved we will not be booking anymore.
please could you advise me what my next step is if you need me to send you a copy of the
complaint please let me know. (EM – 14/9/10)
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recently my uncle travelled to spain with [NAME OF AIRLINE],he arrived in spain to be told his
luggage had been lost all he had was the clothes he stood in and his credit cards as he was
meant stay with friends in the malaga hills he was told his luggage would be with him in a couple
of days a suitcase was sent from [LOCATION] to an apartment i was staying in next to the airport
this was nt my suitcase on the last day of my holiday!!!! i was told my suitcase was in
[LOCATION] [NAME OF AIRLINE] are not taking my complaint seriously i was offered £25 a day in
july and am still waiting for compensation in sept who should i claim from the airline or my
holiday insurance totally confused (EM – 15/9/10)
My partner and I recently travelled to Majorca via [NAME OF AIRLINE] on flights booked through
a travel agent registered in Barcelona called '[TRAVEL PROVIDER]'. Our eticket issued by [TRAVEL
PROVIDER] had us booked on a flight due to leave Majorca on Saturday 4th September at 2350.
It stated on our eticket that there was no requirement to confirm flights. On arrival at the check
in desk we were informed by the [NAME OF AIRLINE] check in staff that there was no record of
our booking on that flight. We then sought assistance from the [NAME OF AIRLINE] office who
informed us that [TRAVEL PROVIDER] had incorrectly booked us on the corresponding flight
leaving the previous evening. We were able to board the flight as there were some no shows but
had to pay [NAME OF AIRLINE] 819 euros for the two tickets home to [LOCATION]. We
contacted [TRAVEL PROVIDER] by phone (£1.50 per minute) but were told that we had to submit
our complaint via e-mail. This we did and were informed by electronic reply that our query
would be addressed within 10 days. After the 10 days had elapsed with no reply we contacted
them again but to this date have had no reply. It has now been two weeks since our original
communication and we are becoming resigned to the fact that we will have to pursue the
matter legally. We have printed documentation as proof of our original booking and also printed
confirmation from [NAME OF AIRLINE] that [TRAVEL PROVIDER] had incorrectly booked us on
the wrong flight. (EM – 19/9/10)
I have been totally mis-sold a holiday from a UK travel agent, who have done no more than send
the hotel ONE email on my behalf, yet are now refusing to assist me further in getting my
money back. I have ALL letters sent from myself to the agent/supplier and can provide copies if
required. (EM – 21/9/10)
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This holiday to sharm-el-shelk was cancelled in april due to the ash cloud.We left our money
with [TRAVEL PROVIDER]s and re-booked same holiday for next may. Unfortunately my partner
is now terminally ill and i had to cancel last sunday. Imagine my shock when they told me the
cancellation fee is £300.00 even with eight months notice. How can they possibly justify such an
outrageous charge. (EM – 22/9/10)
complaint with regards to missed flight which was booked by travel agent - from [LOCATION] to
glasgow. [TRAVEL PROVIDER] have submitted complaint to [NAME OF CRUISE COMPANY] on my
behalf and they have responded by saying this is not their responsibilty. WELL, i didnt book the
flight, i did query the time-scale with travel agent before i left for hol, who assured me she
checked with [NAME OF CRUISE COMPANY] and there would no problem. therefore i had to rebook at a cost of £130 for two flights (husband & myself) (EM – 23/9/10)
I am looking for some guidance after my recent holiday to florida. We rented a private villa for
16 nights. On arrival the villa was dirty and we noticed several things wrong with it. A full list can
be supplied. We made a call to the management team to report some issues to which they said
they came out. Although the issues were not resolved they had said they did visit. We thought it
to be less hassle not to report it again so just kept enjoying our family holiday. When we
returned home we received an email from the booking agent to say we would not be getting our
deposit back as we left the villa dirty. He then ignored all my calls and emails to find out exactly
why. I then traced the owner through the original payment details and contacted him directly. I
said i would email him a copy of all the things i noticed and then he could compaire it to the
report from the management company. The owner then sent my list to the management
company for their own responce and from the cleaner. They did agree and admit that most
issues i raised were true but then made personal comments about me and my family. I know
this as he sent me their full responce. I was also led to believe that under florida law all doors to
a pull had to be alarmed and his are not. He has now said he will bill me more than the £250 he
is already keeping and i feel this is unfair and i am paying for mess that someone else had left. I
unfortunately did not take any pictures of the villa to show the issues raised but nor did the
management company. As it is a case of their word against mine am i just to let them bill me? I
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did sign their contract but did not make the mess which is why i was so suprised to be told i
would be liable. Do i have any leg to stand on or do they have the right to bill me for whatever
they like? (EM – 23/9/10)
I am due to go to Turkey on Tues 28/9/10. [TRAVEL PROVIDER]have sent air tickets, but no
"Yellow Voucher" that presumably we'll need to get transfers/accommodation. I have tried
unsuccessfully to contact them for 2 days, always getting answerphone, & asking them to reply.
Worried that if we fly, we'll have nowhere to stay. Would travel insurance cover this? (EM –
24/9/10)
we have just got back from our hoilday in turkey, in feb this year our friends asked us if we
would like to go on holiday with them so we booked up 10 days with [TRAVEL PROVIDER] our
friends went with [TRAVEL PROVIDER] there no probs with the flights but when we landed there
were no transfers to take us to our hotel then we paid some one to take us only it was the
wrong hotel, so that hotel took to our hotel to only find that we was not even booked in our
friends were there with no probs we spent 24 hours in the hotel reception [TRAVEL PROVIDER]
said they had made a big big mistake and we was booked in a hotel in kemer in side turkey and
we was ment to be [NAME OF HOTEL] that was the name of our hotel 3 years ago and the name
on my paperwork it all said [NAME OF HOTEL]the hotel was full but they had a cancellation so
we was hap py 2 join our friend but it did not stop there [TRAVEL PROVIDER] did't pay our hotel
to the last min ,so we were back and forth to reception and we could not relax thought we
might have to pay out our own pocket pluss we paid a extra £300 for a up grade that did't exist
(EM – 25/9/10)
We have stayed at the [NAME OF HOTEL] Sharm Resort, Sharm El Sheikh, Egypt in May 2010.
We have complained to our travel agent, [TRAVEL PROVIDER], who have not been very
interested in our complaint. I have documents & photos to back up my complaint, and i feel we
have not been listened to. I would be very grateful if you could contact me ASAP (EM – 25/9/10)
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We booked a cruise in Feb 10 for Jan 11, we are due to pay the balance soon, however our
financial circumstances have changed and we need to reduce the cost of our holiday. We want
to downgrade our cabin, both [TRAVEL PROVIDER] and [CRUISE COMPANY] are telling us we
can't do this. The only option they are giving us is to cancel. Can they do this? Ironically if we
cancel and rebook we will save a lot of money, however this isn't the point. Is there anything we
can do? (EM – 27/9/10)
My partner paid over £800.00 to "hold" a pair of flights. When she spoke to the advisor she
confirmed she only wanted the flights held until she confirmed with me. We decided not to use
the travel company but arrange the flights ourselves. The travel agent has now said none of the
money is refundable. That was never mentioned when my partner held the flights. Since then I
have bookedthe flights and when booking was told by the airline that two seats were on hold in
my partners name but they were not confirmed bookings. The airline state the maximum they
would take anyway for cancelled bookings is £200.00. I appreciate the travel company may wish
to take an administration charge for the inconvenience but I feel that over £800.00 is
disproportionate particularly when we weren't told it was non-refundable. P lease help. (EM –
28/9/10)
[TRAVEL PROVIDER] lost my suitcase on my way to Tenerife and still not found it and it ruined
my holiday. All they can say to go to the company that I took my travel insurace with and claim
for the luggage. I saw my suitcase at the end of the walkway and told the Air Hostess that it was
my suitcase and she said that it would be put on the plane but it wasn't and now they can't find
it so had no clothes to wear on holiday and could not afford to buy any as I am a pensioner and
have saved uf for a couple of years for this holiday and it was ruined. (EM – 29/9/10)
My wife & I booked a 5 [TRAVEL PROVIDER] all inc holiday in Turkey, on arrival there no hotel, it
was pods of 8 bedsits scattered on a hillsde, the food was bad it was a holiday from HELL. We
tried to complain and asked for a complaint form all we got was NO SPEAK ENGLISH, there was
no rep to speak towe where felt trapped. I have complained by email & letter now after 3
months they have replied with there was no report of a complant at the resort, so its our word
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against there's, I have contacted ABTA who say that [TRAVEL PROVIDER] ( part of [TRAVEL
PROVIDER]) is a member but the companies [TRAVEL PROVIDER] used are not, Can you help
please? (EM – 29/9/10)
ON 01/08/10 my family went on a [NAME OF CRUISE LINE] to the Baltic Cities. We flew by
[NAME OF HOTEL] airlines from [LOCATION] to Amsterdam and then onto Stockholm to reach
the ship. When we arrived in Stockholm our bags had not arrived with us. It was actually day 5
before we received our bags. We have received our money from the insurance company for the
essential clothes and toiletries we were required to buy but have so far not received any
compensation from [NAME OF HOTEL] or [NAME OF CRUISE LINE]. We have heard from [NAME
OF CRUISE LINE] to say that they are not responsible and as such are unable to offer us anything
but money off vouchers for a future cruise with them. [NAME OF HOTEL] replied fairly quickly
and asked us for further details but to date have not compensated us for the delayed baggage.
We are unable to contact [NAME OF HOTEL] by telephone and th ey are not responding to my
emails. The delay in receiving our baggage totally ruined our holiday, are we entitled to any
compensation and if so can you advise how we can go about obtaining it. PS there were 38 bags
delayed in total . (EM – 29/9/10)
We booked a holiday to Bulgaria using [TRAVEL PROVIDER], firstly becouse we have used them
many times and have had good experiences with them, and also because we wanted to return
to the same hotel that they got for us last year, [TRAVEL PROVIDER] agreed that we could stay in
the same 3*+ hotel and made the arrangements, we paid them using my credit card and
expected everything to be fine, however when we got to the hotel we found that we had been
accomodated in a different block to the hotel that was unsuitable and of a very low standard
and on speaking to the manager of the hotel we where told that all the rooms in the hotel
where full and that we would have to make do with what we where given. Our onsite holiday
rep could not help and when we got home and approached [TRAVEL PROVIDER] they seem to be
trying to s hrug responsibility even though we had not been told about the change in
accomodation which was horible. Please help ! (EM – 30/9/10)
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I booked a holiday with [TRAVEL PROVIDER].for a holiday from 27th Sept - 4th Jan 2010 and on
receiving the holiday booking confirmation there was errors in the names and dates. i emailed
them three times about this and was advised that they would deal with the issue and get back
to me. Today i contacted them as i had received no booking amendments and told that i had
already flown on 27th September 2010. They then stated that the booking confirmation was
wrong and i was not flying until December 2010. They reported that they would amend this and
come back to me with the amended details and apologised for this. Ten minutes later they
phoned back and said that this was not a fault and had contacted the airline who stated that i
was a no show and that i had missed the holiday. I reiterated that the holiday was bo oked for
December but stated he had listened to the recorded message of me and i had agreed to SeptOct. I then agin queried with him as i had received no tickets for a holiday booked in September
but received no response. On listening to the recorded message this is not the recored
conversation i had with the company at the time of booking and just has my voice, stating 'yep'
after everything. [TRAVEL PROVIDER] are stating there is nothing they can do for me and that
this is my mistake. Please could somebody contact me to advise what i can do about this issue.
(EM – 30/9/10)
First we were told that the cost had increased to £712, so we had to pay extra than anticipated.
Then we received the ATOL RECEIPT dated 10 August 2010 and everything was as requested and
we were happily looking forward to a wonderful time. The final confirmation was sent via email
and printed off by us on the day prior to our departure. As we had received the previous letter,
unfortunately we did not check the email. (Something I will never do again!). The day arrived, an
early start was needed. We were up at 4am and at the airport for 5.20am. Straight to the
[TRAVEL PROVIDER] Check In Desk, luckily there were only a couple of people in front of us; we
are now getting very excited about our long awaited holiday. Our turn – oh no we are not on
this flight!!!! We had been booked on the flight for the following Friday 17th September,
returning the following Friday. I hope you can imagine the shock and stress that was now
placed on our shoulders, the disappointment was extreme. We were giving a great deal of
assistance from [NAME] on the Check In Desk and also from the [TRAVEL PROVIDER] Rep at their
desk at Luton. It was explained to us that we might be able to still get on the flight, but we
would not know until 6.15am, leaving us no time to enjoy the start of our holiday and get a
much needed cup of coffee! We needed to go on holiday on 10th September 2010, not only
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was the hotel booked for that week, but also as my partner is the sole carer for her disabled 81
year old mother, so arrangements had to be made to cover her care. I had booked the week
holiday from my own employment. The only choice was to pay the extra to get ourselves onto
the flight, which cost us another £224. At last we were on our way. However, this was not the
end of the stress that we had to endure. To ensure that we had a flight home, we sent an email
to both your admin department ([TRAVEL PROVIDER]) and also to the email address that was on
the final confirmation sent to me ([E MAIL ADDRESS]) NO REPLY TO EITHER EMAIL. The internet
had to be paid for, of course. Next step was to try to contact someone on the phone; I tried the
After Sales Dept, the Admin Dept and also Reservations. Nearly 45 minutes of phoning from a
mobile from Corfu to England is not a cheap method, especially as there was no joy in getting
through to anyone. Now the STRESS was causing problems on what should have been a
wonderful holiday, by this time it is Tuesday and both my partner and I was really concerned
about our return flight. That afternoon we received a phone call from [NAME] to advise us that
[TRAVEL PROVIDER] realised the flights were wrong and she has therefore confirmed us on the
flight home for Friday 17th September 2010. Our trip home is sorted at last…….During all of this
we were in a hotel that was certainly not a 3 star as advertised on your site. The accommodation
was very basic, with knobs missing from furniture, a shower that you had to hold up, no bracket
to hold it. Sheets and towels lasted the whole week!!!! (YUK) The beds were like sleeping on the
floor they were that hard, which meant that we woke up every night with pins and needles. The
food, although edible was repetitive and basic, there was very little choice, with only one meat
choice, and so if you didn’t eat pork or chicken that was the choice for the day bad luck! The
swimming pool was dirty, with slime around every side and filth on the bottom. The sun beds
were not in good condition either. MORE STRESS!!! I have sent another email since our return,
STILL NO REPLY!!! I have again tried to phone your After Sales Dept, still no joy, is there such a
department I wonder. So in conclusion, not only am I expecting a refund for the outbound flight
of £224, but also a refund for the phone calls made to your offices from Corfu totalling £45,
further I would expect some compensation, if not for the inconvenience and stress, then at least
for the disappointment in expecting a good 3 star hotel and receiving a basic 2 star hotel that
does not stand up to your description. Especially as we had to go out and eat twice, simply
because we could not eat anymore pasta or salad, I wonder how you would feel if this had been
your holiday, the first we have managed to have in a few years. (EM – 30/9/10)
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we booked and went to egypt last via [TRAVEL PROVIDER], on arrival we were driven around for
about 2 hours in a taxi looking for our booked hotel which turned out not to exist. we were
eventually put a sister hotel for the night and had to spend the next 3 days trying to find a hotel
that could accommodate us the duration of our holiday. we ended up in a nice hotel but not
anywhere near where we were meant to be and had spend a small fortune on buses and taxis
getting to the beach and nightlife. the holiday cost over £3000 and we have only been offered
£300 in compensation which we have not accecpted. the holiday was not anything like we had
booked because of the location we ended up in. we have tried to get further with the company
to offer us a replacement holiday or at least a substantial amount towards one, but hav e got no
where. they insist on everything being in writing not email, and apparently not received our last
letters. they are hopeless on the phone and we are getting no where fast. can you please help
with advise on what we can do to try and rectify our situation. Thanks (EM – 2/10/10)
I want to put in a formal complaint regarding [NAME OF AIRLINE] and their appalling customer
service which is non exsistent (EM – 4/10/10)
HI JUST RETURNED FROM OUR [TRAVEL PROVIDER] HOLIDAY WHERE THE HOTEL WAS
DISGUSTING AMOST OTHERS THINGS, WE HAD THE WORST HOLIDAY OF OUR LIVES. REP DID
NOTHING AND WE WANT TO COMPLAIN IS IT BEST FOR ME TO SEND COPY OF YOUR LETTER
FIRST AS WE HAVE TOOK LOTS OF PHOTOS AND WONDER IF WE SHOULD SEND ALL OUR PROOF
ASWELL WITH OUR FIRST LETTER TO THEM, PLEASE ADVICE (EM – 4/10/10)
hi, i booked a holiday and flight with "[TRAVEL PROVIDER]" which was in error to begin with as i
had their quote and the same holiday from "[TRAVEL PROVIDER]" on a different page on my
laptop. the phone rang so answered it and in the meantime my toddler had got his hands on my
laptop and had changed the the page from [TRAVEL PROVIDER] who i was going to book with to
[TRAVEL PROVIDER]. i only realised after i made the payment as a screen popped up asking for
luggage amounts and seperate charges for this. i phoned [TRAVEL PROVIDER] straightr away to
inform them of the error and they advised me to finish the transaction and email their
complaints department and explain what happened to arrange a refund. i done this but was
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advised i could not have a refund due to it being a [NAME OF AIRLINE] flight!!!! i then queryed
the £36 they had cha rged me for per peice of luggage as i had spoken to [NAME OF AIRLINE]
direct and looked at other operators and they are only charging £18 per piece of luggage, they
couldn't answer me and said again to email their complaints and it will take 28 days to resolve!!!
how can they charge double the amount than the airline for luggage!!! how do i go about
cancelling the holiday as it was a genuine error or at least getting a refund on luggage price. they
wont even let me cancel the luggage to rebook with [NAME OF AIRLINE] direct. are they able to
charge what they want for luggage???? i have threatened them with cancelling the credit card
transaction as my credit card company has told me i can do this but [TRAVEL PROVIDER] have
threatened to take me to court. am i within my right to cancel the transaction and can [TRAVEL
PROVIDER] take me to court???? please help (EM – 4/10/10)
myself and 14 family members went to [NAME OF HOTEL] for our summer holiday july 2010very briefly we were disgusted and appalled with the very poor standards found at the centre
e.g accomodation,restaurant,entertainment,facilities etc. I wrote a long letter to [TRAVEL
PROVIDER] after our holiday,listing our complaints,some issues i raised had health and safety
implications.I recieved a reply on the 25 aug,saying [TRAVEL PROVIDER] were looking into the
complaints and would get back to me within 28 days, it has now been 42 days and iv still not
heard from [TRAVEL PROVIDER]-i would like your advice on what steps i can take now,do i have
any rights? or is it a question of just waiting patiently for their reply? I look forward to hearing
from you Thankyou (EM – 5/10/10)
i booked a hotel with [TRAVEL PROVIDER] for june 2010 i printed the hotel voucher and took it
with me but when we arrived the hotel said they did not have the booking. even though i had
pre paid the hotel said they only had one night available and charged me and we had to go
onine and book another hotel at double the original cost.When i got back i complained but
could only speak to people in the philapines and not in uk. They have ignored my letter and
emails and only when i ring can i talk to them. They are not interested in why i had no hotel . It
ruined my holiday. It has taken me 5 months to get them to refund the original money back
(waiting to see if it is on my statment ) but i think i should be refunded the rest of the money i
had to pay about £900 extra please could you help as [TRAVEL PROVIDER] advertise peace of
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min d when you book with them and i have had 5 months of hell ringing and emailing them and
they do not seem bothered as to what i have been through (EM – 5/10/10)
My luggage was found crushed when I landed in Bangkok after disembarking a [NAME OF
AIRLINE] flight. The airline will only give me 123 pounds for the bag and its damaged contents.
They quote IATA guidelines. How do I verify this with IATA? Also, my bag is worth more - are
they not obliged to at least replace the exact bag that was destroyed? (EM -6/10/10)
My wife and I booked a seven night accomodation holiday in Alcudia with [TRAVEL PROVIDER]
leaving on 19/09/10 at 00.05hrs. This meant that we did not reach our accomodation till after
07.00 that morning. We were put out of our apartment at noon the following Saturday-17 hours
before the flight home. It doesn't take Einstein to work out that that is only six nights. When I
booked the holiday, I thought, wrongly, that we would be able to stay in our apartment on the
leaving day till pick-up time thus making up for the lost night. I went back to [TRAVEL
PROVIDER] with this problem before we left and they told me I had to pay for the night of
18/09/10.I tried to explain that Ididn't even leave Scotland till the 19th but they treated me like
an idiot and said that I had booked it and I was stuck with it. I contacted their head office but
got the same reaction there Now I have been several holidays with [TRAVEL PROVIDER] and
never had any problems until now. We went to Alcudia and had a great time but I still consider
that I was cheated out of a night's accomodation.I also did not like the attitude when I went
back with the issue and, for sure, I will not be going back to them again. I do not expect that you
can do anything about this but you need to know that this is happening and that people are
being robbed out there [TRAVEL PROVIDER] owe me for a night's accomodation that I did not
get. (EM – 7/10/10)
I booked a holiday with [TRAVEL PROVIDER] holidays and specifically asked for direct flights (and
paid extra for them). When I recieved confirmation of flight times, I telephoned them to query
the flight times as it seemed a long time. I was assurred by them they were direct flights and
that the arrival time listed was UK time and not USA time. On the basis of this information, I
incurred additional expenditure changing my hire car booking. When it came to travel, I found
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out that my flights were indeed NOT direct and had to change flights before getting to my
detination.I have written to complain, but they maintain I should of known they were not direct
flights!! How can I be compensated for the additional expense I have paid, especially for the
higher cost of flights I paid for? (EM – 7/10/10)
I hope you can assist. I recently stayed in a holiday house in the UK with my family and paid a
£500 damages deposit. Since returning I cashed the cheque on the date stated as I had heard
nothing to the contrary and had it returned cancelled! I contacted the holiday company who
stated the owner had informed them to stop it as two glasses were broken and extra cleaning
required. We left £20 to cover the glasses and left the property clean and tidy so I went back to
them. They eventually stated there was excrement everywhere yet couldnt give me proof or
detailed invoices for cleaning and the £20 has vanished!!! We even have photographic proof of
the money as we had left a note and bottle of wine with it and a note within the guest book
which my father in law wished to photgraph as it was a nice note! I am flabbergasted at the
accusations and would like to know where I stand in order to get the money returned? Many
thanks in advance. (EM – 8/10/10)
Last January my husband and I booked and paid for return flights to and from Chicago. We paid
an extra £20 each for each journey for specified seat (2 seats on their own). On the outward
journey they had changed the plane and our seats were 2 of 3., so we paid £40 for nothing. I
have written to [NAME OF AIRLINE] and I have had a letter back stating that they can not refund
any money, so they have given us £60 in vouchers for their on line shop. Apart from the fact that
everything is heavily loaded price wise , eg. £22 for an £18 Body Shop item, I do not want
anything they have and I don't see what not been delivered. They also have had this money 8
months in advance. Can you please tell me if they have the right to do this? (EM – 10/10/10)
I purchased 4 flights from [TRAVEL PROVIDER]- malaga with [NAME OF AIRLINE] months ago. My
daughter has now parted with her boyfriend (under very upsetting circs) and now has a female
friend coming. I had to pay £25 each way to change the name of the pasenger but [NAME OF
AIRLINE] are now charging an additonal £130 as they say the flight had icreased in price. As far
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as I am concerned I don't know how this is justified. I paid for the flight in full at the time of the
booking. The flight is not theirs to resell and I can not see how they can justify this increase. The
orginal flight cost us £240 in any case as it is half-term. It is completely obvious that this is just a
change or circs and not someone who has block booked early and then tried to change the
name details to secure cheaper flights. Please help us fight this charge. (EM – 10/10/10)
We had booked a holiday with [TRAVEL PROVIDER] for 10/10/10. Deposit of £300 paid.
Unfortunately we received news in July that my mother-in-law was terminally ill and needed
nursing at home. I rang [TRAVEL PROVIDER] who said we could postpone the holiday & transfer
to a date in 2011, they would send 2011 brochure out to us. Unfortunately this has not
happened. We have been hounded for full payment-£1212 by letter & phone.The helpline told
me to take no notice of finance dept! I have written to them but I received a response on
8/10/10 (the day of the funeral) stating that we had 2 options, 1 to lose our deposit as they
couldn't resell the holiday, 2 to transfer to another holiday only if we booked by the 9/10/10.
Our holiday brochure arrived on 9/10/10. This is a time of grieving & difficult to plan a holiday- it
didn't help that we didn't receive the brochure until so late (EM – 11/10/10)
My Sister and I originally booked a flight, to Tampa Florida, on 5 October. Due to the death of
my Sister's Father-in-Law, we had changed the dates of our flights to 10 October, so we could
attend the funeral. My payments for changing the dates was £130.00, paid by two credit cards,
one week before the 10 Octocber. I didn't receive my confirmation details so called [TRAVEL
PROVIDERS]. I was told the reservation details would be with me the next day. Nothing was
sent, so I kept on calling each day. On the day of the funeral, I receive a call from [NAME], the
supervisor of [TRAVEL PROVIDER], to say I was not booked on the flight, as the payment reached
the airline to late. I was very upset and angry, as I booked the trip to see my father, who has had
a major operation to remove a maligment tumour. Th supervisorblamed it on me making two
different payments on the credit card. I blame them for their imcmopetence and break down in
communication with their staff. I asked for a refund so I could book with another airline. I was
told I can only get a refund on the change of reservation and not on the ticket. there was no
ticket, so how can I be charged for it. Please could you look into it for me, as I would like a full
refund. (EM – 11/10/10)
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i want to complain this [TRAVEL PROVIDER] regarding the money that i have paid for 3 persons
to travel but because they did not give me the first date that i hae chosen to travel. before this
day had lapse i called if i could have a refund for one person because he won't be able to go
with us since his holiday here in england is over for the next dates that we have chosen and he
said that he will put a note to that and will give me a refund it we cannot travel within this year .
the day he told me that if we can't receive the confirmation that we are traveling lapse no
notice so i called for a refund the manager said that i can't have it anymore because its non
refundable but i said i won't bother to call if he did not instructed me to call again to have my
money back. now he is denying that he told me tha t so i said if you have told me that on my
first call that it is non refundable i won't bother4 to call again for nothing. he is trying to
convince his manager to give me a refund but the manager said the terms and condition icannot
be violated but i said you did not tell me that the money i paid for the 3 of us is forall
administration fee.. i don't think their staff are fully aware of their rules because the one is
telling different thing than the other. i am not accepting what they are telling me. it is a
complete misleading. if you could help me with this complaint i would appreciate it very much.
thank you. booking reference number [NUMBER] atol number [NUMBER] letter received
14/9/10 (EM – 12/10/10)
I booked a 14 night holiday online at [TRAVEL PROVIDER], my booking didn't go through on the
night they called me the next morning to take my card details and connfirm the booking, they
then said they would send confirmation by email, I never received this, 4 days later I had a
confirmation by post confirming my holiday for 7 nights. No one will speak to me regarding this
they will only communicate by email. Can you help? (EM – 12/10/10)
I booked a “[TRAVEL PROVIDER]” holiday through [TRAVEL PROVIDER] to [NAME OF HOTEL],
Jamaica in March 2010. After reading the reviews on Trip Advisor once the hotel had opened,
we decided the [NAME OF HOTEL] was not the right hotel for us and decided to change to the
[NAME OF HOTEL] I contacted a [TRAVEL PROVIDER] Agent ([NAME]) to see if we could change
hotels. I was told by [TRAVEL PROVIDER] that it would be cheaper for me to book an additional
holiday to [NAME OF HOTEL]direct through [TRAVEL PROVIDER] and she would transfer the
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balance of the holiday booked to [NAME OF HOTEL] to a 2011 holiday. I asked if this would be ok
to do and her exact words were “I am 100% sure I can transfer your £800 balance to a 2011
holiday providing I chose a holiday before the balance was due at the beginning of July. So I paid
a further £750 deposit and booked another holiday on the strength of the information told to
me by [NAME]. [NAME] contacted me shortly after to tell me the devastating news; it was going
to cost me a further £1,120 to transfer a £800.00 balance to a September 2011 holiday. Had I
had been told the correct information from [TRAVEL PROVIDER], we would have stayed at the
[NAME OF HOTEL] and I would still have £800 in my bank account. Surely it is down to [TRAVEL
PROVIDER]’s to know the Terms and Conditions of [TRAVEL PROVIDER] if they are selling their
holiday to customers and advise the correct information. It seems very unfair that I am now
£800 out of pocket with [TRAVEL PROVIDER] taking no blame whatsoever.I did write to [TRAVEL
PROVIDER] and was advised by them that the fault lay with [TRAVEL PROVIDER]. I have now
received a letter from [TRAVEL PROVIDER] saying they are unable to offer any compensation, as
I was only advised of the information given to me by them, albeit the wrong advice. I look
forward to hear from you. (EM – 13/10/10)
my 12yr old and i had a13 night holiday in Cuba with the holiday place in late august. they use
[NAME OF AIRLINE] as their airline carrier.as we live in [LOCATION] we had to book separate
flights to Gatwick from [LOCATION]. i followed the reps advise and allowed 4 hrs+ between
connections. we had a great holiday but on the return flight the holiday place advised us of a
later departure time, extended our room and gave us a meal.the flight arrived in gatwick 5hrs
late resulting in us missing our connecting flight to [LOCATION]. not only did we miss it but it
was the last flight of the day and we were advised by [NAME OF AIRLINE] that they had no seats
out to [LOCATION] until 2days later. no one from [NAME OF AIRLINE] was available to help us at
gatwick as the desks were closed and we had to call friends in reading to come and collect us,
keep us overnigh t ,book us on another airline from heathrow so we could get home the next
day. the total cost of the new flights was over £500. i wrote to the [TRAVEL PROVIDER] and
requested the cost of the new flights back but they have written back stating their flight and
flight routings booking condition and basically saying get lost. i would be grateful if you can
advise if i have a case against them to recover my costs as a result of the missed connection and
if so what legislation do i quote as the airline are based outside EU . many thanks in anticipation
of your help. (EM – 13/10/10)
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Please advise how to complain to [TRAVEL PROVIDER] as I am trying to finalise cruise
arrangements after paying deposit but cannot get a reply from an agent on return flight.They
keep passinf me from one agent to another. i think their management should be advised also.
(EM – 14/10/10)
i travelled to egypt with [TRAVEL PROVIDER] , i arrived in cairo airport at 3am to meet a tour rep
but no one turned up. i did not have any contact details with me and i had to find a hotel and
taxi and wait until midday to phone the london office to get picked up and continue my tour.i
missed out on a bolt on to alexandria which cost me £59. [TRAVEL PROVIDER] sent me an e
voucher but being a new traveller i did not know what this was and they are saying that even
though their rep did not turn up because i did not download the e voucher with the contact
details then it was my fault. could you please advise me , thank you. (EM – 14/10/10)
l booked a holiday with [TRAVEL PROVIDER] but the hotel was disgusting and we had to book
into another one costing us 45o euros and even though told ,our transfer never turned up we
had to get a taxi to the air port. [TRAVEL PROVIDER] only answered my first email now only
sending me automated emails .this holiday was in june and i have sent them 5 emails and aletter
with receipts, l now need to take further actions (EM – 18/10/10)
When returning to the UK from Prague, at check-in I discovered there was a massive error with
my boarding pass - that it was for the following day. In order for my to return to the UK
(essential as I was low on medication) I was forced to pay £140 for a ticket that night. Upon
returning to the UK, i confirmed that my original booking was for the 18th, but when talking to
[NAME OF AIRLINE], I was informed that a refund was impossible. This has added a great deal of
expense to a holiday I could barely afford in the first place. (EM – 18/10/10)
Im having a dispute with [TRAVEL PROVIDER] at the moment, due to not recieving what we
bought (in terms of the hotel room). I have written to them three times & they are not making
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any effort to resolve the issue. Instead, they are returning the same standard letter each time. I
have now asked that a member of management deals with the issue & am currently waiting. I
have also contacted & written to ABTA to help me with the inquiry. I would appreciate any
advice/support with this nightmare. (EM – 20/10/10)
I have a complaint with my travel company which they acknowledged and advised I would have
a response within 28 days. They have now e-mailed me to advise that they are behind and they
would contact me at a later date. I replied this was not good enough and they have replied that
"As per ABTA guidelines Medhotels are allowed a further 28 days in order to investigate and
respond to your comments". Is this correct? (EM – 20/10/10)
together with a group of friends from work we booked last year a flight with bmibaby to
barcelona for the 11/10/10 returning 15/10/10 and paid - we booked accommodation
seperatley - in august i recieved an e-mail stating the return flight had been changed to the
14/10/10 1 day earlier as they no longer flew from barcelona on a friday. i rang them and was
given the opertunity to cancel the flight which i did - because my credit card number had been
changed due to my loosing they would not refund my money striaght away they said i had to put
it in writing - which i did and also booked a new flight with another airline - nothing happened i
did'nt recieve a reply so i wrote another letter sending it by recorded delivery still no reply - we
have been on the holiday which we enjoyed but still no sign of the money - when y ou ring the
teelephone number an answer m/c says only to write - not possible to accept e-mails or
telephone calls - help how do i get them to respond and get the money owed to us back (EM –
21/10/10)
travelled to Sicily this summer and hired a car with [TRAVEL PROVIDER]. On arrival in palermo
the car hire ([TRAVEL PROVIDER]) insisted that we had innadequate insurance cover and kept us
waiting 2 hours in the airport before giving us the car. they informed us that unless we took out
futher insurance cover then we were liable for the total cost of car (7000euros). we have young
children so we paid extra. have complaint to travel agent. (EM – 22/10/10)
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I sent a letter of complaint to [NAME OF AIRLINE] on 06/04/10. Regarding flights taken with
them end of Feb begin Mar. To date I have not so much as recieve acknowledgement of the
letter I sent them never mind any kind of reply. When travelling recently with another airline a
paasenger informed me that you can help with issues such as this. So I am trying to see if you
can help me get a response from them please. (EM – 23/10/10)
In August i had a package holiday with [TRAVEL PROVIDER], ive written to them with several
things i was unhappy with, ive received a letter back, just the normal sorry and nothing more.
The main point of concern for me is that the room we had had porn ready on the telly, i didnt
ask for this and never would of, i have three sons 13 16 and 21, this was a family holiday
complex, where there would of been much younger families then mine, i cant see why [TRAVEL
PROVIDER] seems to think this was okay. I complained three times at the hotel about it and
eventually had it taken of, surely it should not of been there to start with. (EM – 24/10/10)
hi just returned from florida where a great first disney family holiday was spoiled by return flight
home. on checking in we were told only seats available were all over plane not one together, as
a family with 3 kids one 5 and one 12 we explained this was unaceptable, we were uneasy at
having to have such young children sitting with complete strangers for an 8 1/2 hr flight. We
where told after an hour and plenty of bad attitude there was nothing there could be done at
check in so if we went to cabin crew at boarding they may be able to resolve this. we explaned
the situation my 12 year old has a fear of flying and they agreed this was unaceptable to have
young children sitting without any parent or gaurdian and would try to sort something out but
got feeling this was just to get us on board flight,when on board we where told to sit in our
respective seats which we were unwilling to do as children where showing signs of distress at
the situation so sat with kids on our knees to see what could be done.doors were closed and
cabin crew came over and told us no one was willing to move seats we explained we were
happy to be seperated as long as the kids could sit with a parent or one with each parent and
our older daughter did not mind sitting alone she is 18. Eventually at take off we were forced to
put our children in there respective seats as they were not allowed to sit on knee for satey at
take off. We had to force our daughter in tears and physically shaking to sit alone in between
two strangers and leave a five year old to sit alone which should not be allowed to occur surely
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for their own health and saftey reasons, they coud be sitting next to a child molester for all
anyone knew for an 81/2 hour flight. after 1/2 an hour when seatbelt signs where turned off we
consoled the children who did not want to return to their seats so decided we would have to sit
a child on each of our knees until we got home as we were not willing to put our kids through
any more stress once getting to [LOCATION] we had to go through the same rigmorole again. It
was totally uncomfortable for us and the people sitting next to us but we where unwilling to
force our upset children to sit alone. I am disgusted that [TRAVEL PROVIDER] find it acceptable
to sit children alone seperated from parents,myself and my wife were totally uncomfortable
with the situation in which we where forced into , the whole experience spoiled what was a
great first and probably only florida holiday as we had saved for 3 years to go, and has left my
children traumatised, not wanting to travel abroad for fear of been forced to sit alone again. i
am going to complain to [TRAVEL PROVIDER] but any advice on how to go about it would be
greatly aprreciated thanks (EM – 25/10/10)
Based on you information regarding claims due to the volcanic ash disruption in May this year I
have contacted the insurance ombudsman as we have had no luck in recieving any money from
the company, insurance or credit card to date with regard to a refund for accomodation booked
with [TRAVEL PROVIDER]. However, I would like to let you know about the lack of response from
the company. Despite sending numerous e-mails and recieving auto response e-mails back
telling me that the company would be in contact with me within 7 days this hasn't happened. It
has also been impossible to get in touch with the company via phone to discuss the matter with
them. As a company with the ABTA seal of approval I would have expected much better from
them and know that this is not an isolated case. Please could you advise as to whether I am
following the right line of complaint in an attempt to regain some of the money lost on the hotel
accomodation.Many thanks (EM – 25/10/10)
I have recently found a holiday on [TRAVEL PROVIDER] and booked through [TRAVEL PROVIDER]
my holiday was advertised as the four point [NAME OF HOTEL] dubai I asked a few questions
about this hotel just ensuring it was the hotel I researched into this was confirmed on the
phonecall and when my holiday details have arrived the hotel name on the documentation is
the four point [NAME OF HOTEL] (the bur) which is a totally different hotel in a different place
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and does not have the specific facilities I asked for. I have contacted the manager and she has
checked these details and has suggested there is nothing she can do about this. She has given
me the name of the company director but with this said he would not respond??? So I am
wondering if you can help me take this further. My phone number is above if I could speak to
someone directly? (EM – 25/10/10)
I made a detailed complaint to an operator [TRAVEL PROVIDER] about a series of things which
went wrong at a villa I hired for the last week of August this year. The answer has been
inadequate and she has failed to address most of the areas of complaint and has provided false
information for some of the others. I have e-mailed her again to say that I feel her response is
inadequate and she has stated that she won't deal with a further complaint and has instead
referred me to ABTA for arbitration. I am seeking £250 compensation for a series of things
whiich were not satisfactory and failed to conform to the contract as advertised through their
website. I would be grateful for your adviced on this matter? (EM – 26/10/10)
The company i booked flights with have just refunded my money short off £50,they say the air
line took it of for admin charges,but the air line have said thay gave a full refund.I would like to
know what i can do ?,this travel company have been crap from the start,and do not deserve any
of my money.Please could you contact me as soon as possible with advice. (EM – 27/10/10)
I was travelling from Barcelona to Copenhaguen with [NAME OF AIRLINE] on the 30th of July
2010. I was taking part in an international [REDACTED] event in Sweden, the [REDACTED], and I
decided to stay at some friend's in Denmark a few days before the competition started. When I
arrived at Copenhaguen's airport I found out my baggage wasn't there. I went to put forward a
claim to the ground handling company [name] at Copenhaguen's airport. They gave me a file
reference number ([NUMBER]) and told me that I should get the baggage later on that day or
the following day. They also informed me that I was entitled to a compensation of 40 euros to
cover eventual expenses caused by the irregularity. This incident with my baggage caused me
all sorts of medical and logistic problems. First, I had dental work in Spain before travelling and I
brought the antibiotics with me. This medication was in my baggage and I needed to take it
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regularly, three times a day, for a few days. I did not want to risk a mouth infection, so I went to
an emergency dentist, which I needed in order to have a prescription for the medication I
needed. That medical visit alone, which had the only purpose to get a prescription, costed me
685 Danish Kroner (about 80 pounds). I received a phone call from [COMPANY NAME] on
Saturday 31st of July, telling me that my baggage was arriving later on that day to the address
where I was staying in Copenhaguen. I waited all day long and the baggage didn´t arrive. I was
travelling to Sweden on the following day, Sunday 1st of August, and informed the company of
my address in Sweden and the date I was travelling there. Again, on Sunday morning I received a
phone call telling me my baggage was going to be sent to my address in Sweden on that very
same day. And, again, my baggage didn´t arrive. In the end I had to purchase a [REDACTED] and
borrow [REDACTED], in order to participate in the competition! Since I didn't have any feedback
from the company and I spent a lot of money in international phone calls to them, where I was
put on hold for ages, I asked my friend in Copenhaguen to contact [COMPANY NAME].
Eventually, he got through and they delivered my baggage to his address in Copenhaguen, 5
days after I arrived. This whole story has caused me a great deal of stress and a remarkable
finantial cost: medication, [REDACTED], toiletries and phone calls. A total amount of 175
pounds. I wrote to the airline more than a month ago, a registered letter, and they haven't
replied. I also contacted the handling company, [NAME], and claimed these expenses, attaching
scanned copies of the receits. They replied they were looking into my case and get back to me.
The member of staff who replied was [NAME] and her email is [REDACTED]. That was on the
19th of August! My subsequent e-mails to [NAME] and the company [COMPANY NAME] have
been unanswered. They are not even facilitating me the claim form so I could claim for these
expenses or, at least, for the 40 euros they told me I was entitled to. (EM – 28/10/10)
We booked to go on holiday to Cuba 13th April and paid £900 for seat upgrades, when we
returned on the 28th because of the volcano we were placed on a plane with no upgraded seats.
[TRAVEL PROVIDER] have refused to refund us for the cost of the return seats. (EM – 28/10/10)
we booked a [NAME OF CRUISE LINE] 6th dec 7 night 8 day itineray to come back on the 14th
dec we now arrive back on the 13th at 18.35 we feel as though we have had a day took of us we
even booked an extra day of work [TRAVEL PROVIDER] are unhelpful we booked the cruise as
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we were told we would get a day in dubai we are not it was advertised as adubai cruise we were
even happy to take heathrow flight to get the time in dubai (EM – 29/10/10)
we took a holiday in june this year. 1 week all inclusive in lloret de mar, it was a nightmare from
start to finish from overcrowding and problems getting served to no tables available to eat your
food on. the condition of the hotel with broken tiles to loose belcony glass but the final straw
was the transfer mini bus turned up late and did not get us to the airport on time and we, plus
others on the mini bus missed our flights which resulted in us paying the extra for more flights
plus a taxi back from gatwick because it was the only flight available. we should have landed at
[LOCATION] on our original flight plus loss of earnings from not getting back in time. we have
been fighting [TRAVEL PROVIDER] now since july with no result at all. I have all the original paper
work and photographs plus complaints form that was logged at the hotel. please can you help
us. (EM – 29/10/10)
I booked with [TRAVEL PROVIDER] and was put on [NAME OF AIRLINE] – [TRAVEL PROVIDER]
took responsiblity for all by booking at no point did they inform me of information that is
available to customers on [NAME OF AIRLINE] with a ref number explaining if you dont have a
barcode you will incurr additional charges (as I was 160 Euros at Girona Airport). [TRAVEL
PROVIDER] did not inform me nor allow me access to at [NAME OF AIRLINE] website where I
could be informed about the barcodes - therefore I have complained directly to you and them - I
travelled on 20th August [LOCATION]-Girona (EM – 30/10/10)
I booked our holiday up on the 18th July 2010 and paid for it in full. £818-97. The holiday is from
23rd December 2010 -- 30th December 2010. Since booking it I have just recently [Last Friday ]
been diagnosed with a serious heart condition and cannot fly. I told the [TRAVEL AGENCY] this
and wasnt really interested and they are only willing to pay me back 50% of the total price. Is
this right (EM – 30/10/10)
Just arrived back from Ibiza and have experienced one of the worst experiences. Booked with a
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company called [TRAVEL PROVIDER]. Had problems before we left Britain as had to change the
date due to flights being cancelled on the 19/10 and had to fly out on the 22/10/10. They finally
changed it for us when I contacted [TRAVEL PROVIDER] whose site we had gone through to find
the Holiday. When we arrived loads of people being pushed into this [NAME OF HOTEL] due to
closure of other Hotels on the Island. Our booking was for the [NAME OF HOTEL] but after first
night they told us our accommodation had been cancelled and we either had to sort out quickly,
leave the hotel or pay in euros. Was a nightmare to sort out and together with all the other
problems this Hotel was having which would take an A4 page to list I can only say it is a relief to
be home. I have written to the Company and also [TRAVEL PROVIDER] but would like advice on
the way to try and be compensated for the lousy hotel and all the phone calls we had to make to
premium rate numbers. The emergency number we were given on our paperwork kept ringing
and then cutting us off or saying it could not take call. (EM – 31/10/10)
I AM HAVING A PROBLEM WITH [TRAVEL PROVIDER], WHO I WENT ON HOLIDAY FROM 11 TO
25/06/2010 IN TENERIFE. I EMAILED THEM IN EARLY JULY DETAILING MY CLAIM/COMPLAIT
SINCE THEN THE ONLY CONTACT HAS BEEN A LETTER ON 08/07/2010 STATING THEY ARE AN
ABTA MEMBER, BUT NO OTHER ACTION HAS OCCURRED. IS THIS YOUR MEMBERS NORMAL
PRACTICE?I HOPE YOU CAN HELP (EM – 31/10/10)
Recent holiday with [TRAVEL PROVIDER] for 7 nights resulted in only 6 nights in Lanzarote and 1
night in [LOCATION] - booked to fly from [LOCATION ] but problem with plane meant we were
delayed for 18 hours - put up at hotel but no evening meal. Completely missed 1 night and
following day at resort. [TRAVEL PROVIDER] and ABTA say we have no case against them - acted
within EU regulations. Is this right - charge for 7 nights, supply only 6 ? (EM – 31/10/10)
i wrote a letter of complaint to [TRAVEL PROVIDER] about our holiday to Turkey on the 26th July
2010 after sending a 2nd letter on the 13 September 2010 i finally received a letter on the 23rd
September stating that they couldnt find any details of our holiday(they needed flight
times,where we stayed etci sent the reply back and it is now the 4th of nov and i still havent
received a reply.Can you help in any way please? (EM – 4/11/10)
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i went to the [NAME OF HOTEL] in tunisia in june - on return i submitted a complaint to [TRAVEL
PROVIDER]. i had contact with them up until sept, when i recieved an e-mail offering a discount
voucher as they believed they were to blame for the poor service. i am also chasing a refund for
my meals as even though i have booked and have sent them a copy of confirmation of my
booking- and i filled in a form on the plane as there were unsufficient meals to go around- i still
am chasing this refund, i also asked them what was the conditions of the voucher still no
response!!!! - am i at liberty to accept a voucher or can i have a cash refund? please help as they
are ignoring me? i can send copies of e-mails etc if needed (EM – 6/11/10)
friends and i booked a cruise throughfirst for cruising early in summer 2010 . the cruise is a med
cruise in late oct early nov 2011 .unfortunatley health reasons for both my wife and i are going
to stop us going.the cruise is around a year away ,ample time for the cruise to be rebooked yet
first for cruising refuse to reimburse our deposit of nearly £500 ,what can i do to get my money
back (EM – 8/11/10)
i am trying to claim money back for a flight that i did not take as the flight time given was
incorrect and when i arrived at the airport it had already left. I would like to know i am entitled
to any comensation. At this time all i have asked for is the money back for the flight. Please find
attached a copy of the letter of complaint i have sent. I have tried to upload the letter below but
it would not let me so i have copied it below. (EM – 9/11/10)
My holiday to Turin, Italy through [TRAVEL PROVIDER] was cancelled in April due to the volcano.
They confirmed I would get a hotel refund . I have it in writing. Despite repeated e mails from
me over a 6 month period it still hasn't been paid and [TRAVEL PROVIDER] just send the
standard reply it takes up to 3 months. Well, we're now over 6 months so I need that enforced .
I have kept all the correspondance confirming by them in writing I will get a refund. So far zilch. I
need the address to write to , so they will instruct [TRAVEL PROVIDER] they MUST repay me
straight away . I've told them I'd refer them to the Ombudsman but that has had no effect
whatever . So time for some action . (EM – 9/11/10)
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MY LUGGAGE WAS LEFT BEHIND AT [LOCATION] AIRPORT. THE HOL WAS 4 NGHTS.IT ARRIVED
THE 4TH NIGHT. [TRAVEL PROVIDER]S WILL NOT PAY MY TAXI FARE FOR COLLECTING MY
LUGGAGE FROM MARAKECH AIRPORT.ALSO THE TIME AND INCONVENIENCE OF BEING
WITHOUT TOILETRIES CLOTHES UNDERWEAR ETC. WHAT IS REASONABLE RECOMPENCE.THEY
SAY THEY DONT PAY FOR TAXIES (EM – 9/11/10)
need some advice on complaining about a bad holiday, have had no response from the travel
agent, letter sent recorded delivery, 4 star sold 2 star recieved, what can i do now? (EM –
11/11/10)
my wife and I had a week on [TRAVEL PROVIDER] [NAME OF CRUISE SHIP] end of july 2010 there
were numerous problems I contacted [TRAVEL PROVIDER] complaints who have sent a voucher
in the form of a discount if we purchase another holiday they don't want to concede there was a
problem and all was well this was not the case (EM – 13/11/10)
We booked a holiday (flights and accomodation) time of flight was wrongly stated. Arrived and
told flight gone, next flight was next morning which was unnacceptable for a short stay. Booked
our own tickets to get to accomodation and found it to be not in hotel but much worse
accomodation near hotel not belonging to hotel. Would we be able to claim as we never used
flights or accomodation and paid seperatly for our flights and stay instead. (EM – 13/11/11)
After a less than satisfactory holiday taken with [TRAVEL PROVIDER] this February which also
involved luggage damage, I have written several letters and been offered what I consider to be
'insulting compensation. My last letter was August 16th and I received a reply a few weeks later
stating that the whole matter was being looked at again and I would be contacted within 28
days. I have waited long enough and I would be grateful if you could advise me as to what I can
do to obtain satisfaction. I tried to send you letters that I have sent [TRAVEL PROVIDER] but the
file type is not allowed. (EM – 15/11/10)
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I attach copy of my letter to [NAME OF AIRLINE] which was sent recorded delivery. I have also
emailed three times but only received an automated response which is not at all helpful. I know
from past experience of my son that they are a nightmare to deal with - there is no proper
phone number, nothing to provide menaingful contact. I am not prepared to spend months of
writing and emailing so I am considering referring this to the small claims court. What are my
legal rights? They took nearly £500 of my money and left us stranded in Cyprus (we could not
spend another 5 days there as we had commitments at home which precluded it), Our villa was
on the flight path and we observed flights taking off and landing all day that particular day. I just
think they treat their customers with contempt and it needs challenging. Your advice would be
appreciated. (EM – 15/11/10)
I have been trying to communicate a complaint to [NAME OF AIRLINE] for nearly 2 months now.
I wrote to them at their PO box address, and recieved no answer. I then searched the internet to
obtain a number of email addresses for various depts. and have sent emails 3 times to same
addresses, but no response. I have attached the original letter I sent so you can see the original
problem. The non responsiveness is appauling for a major airline, and going by the amount of
negative remarks on the web, someone needs to bring them to task (EM – 16/11/11)
i have made a complaint to [TRAVEL PROVIDER] regarding a holiday that we had in August
waited the 28 days as specified i have now recieved 2 further emails stating that they have not
had a response from [TRAVEL PROVIDER] but they assure me that they will I am just wondering
what i do next or is there a specified time limit - have never complained about a holiday before
so am a bit unsure what to do Thank you for yuor assistance (EM – 16/11/10)
I was booked on a 5 day coach holidy & due to buis diversions I arrived a very few minutes last
at the pick up point. After waiting 45 minutes on phoning the company I found they had gone
without me. Since I had paid something like £250 I feel they should not have assumed I was a no
show & I have bus timings which show I arrived before the time they say they waited for me.
(EM – 17/11/10)
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I have attached a complaint sent to [TRAVEL PROVIDER] on 6/8/2010. They failed to respond
within the time limit of 28 days and I contacted ABTA who acknowledged receipt of my e-mail.
They wrote to me again on 27/09/2010 as I still had not received a response from [TRAVEL
PROVIDER]. This letter sated that if I had not received a response within 14 days they would
refer the matter to their code investigation team. Surprisingly I received a response 14 days
later!!!.......have offered us an ex gratia payment of 250GBP or 350GBP towards a holiday. I feel
this is totally unacceptable as
1) This was not the hotel description I was shown on view data instore 2) [TRAVEL PROVIDER]
refused to refund our moneybefore departure even after the holiday consultant admitted it was
her error 3) We incurred the extra expenses of eating out and paying for the onsite animation
team to take my teenage son to discos outwith the hotel where he had also to pay for drinks
Could you please advise me what to do next (EM – 17/11/10)
I write to complain about a Holiday i booked with [TRAVEL PROVIDER] .The booking reference is
[NUMBER]. I booked the holiday on 22/9/2010 and paid a deposit of £113.03p on a total cost of
£555.20p. Due to personal finance problems i found i would no longer be able to afford the
holiday and got in touch with [TRAVEL PROVIDER] on 10/11/2010 to cancel to be informed i
would therefore lose the deposit in full . To lose the deposit in full i find exesive and await your
advice (EM – 18/11/10)
HI my family and I went to Spain on holiday late August-beginning of September. When we got
there the hotel we booked was very dirty, smelly, and it wasn't what we where shown in the
brochure. we complaint to [TRAVEL PROVIDER] which is the travel agent we went with. They
recently came back to us and call us liars even when they received all my paperwork regarding
the complaint. I tried to get my money back via them and they are not cooperating in the latest.
Also I have tried my credit card company and because the complaint it is very difficult to prove
they are not helping either. I still have all the paperwork with me, and I am wondering if you
could help. The spanish authorities has complaint as well because they way [TRAVEL PROVIDER]
treated us but so far I am getting nowhere.Could you help, please? (EM – 18/11/10)
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In July I traveled with [NAME OF AIRLINE] to Paris and checked my bag into the hold. On arriving
in Paris I discovered that [NAME OF AIRLINE] had damaged my bag. I immediately made a
complaint at the [NAME OF AIRLINE] baggage desk. Since then I have been trying to get fair
compensation for my damaged bag. I was obliged to take the bag for independant assessment
by a baggage repairer, who issued a certificate of irrepairability for my bag. [NAME OF AIRLINE]
now admit that the bag is damaged beyond repair and the only offer that they will make is to
supply an Antler bag of similar style. My bag was a Delsey bag and I consider it to be of higher
quality than Antler. Also the Antler bag is smaller and a different colour to my bag (Antler is
"stone" and mine was "black" a colour deliberately chosen not to show the dirt from travel).
You will see from the attachments ……that I am getting nowhere with [NAME OF AIRLINE]; they
avoid answering the points that I raise and keep trying to get me to make a claim on my travel
insurance, which I do not have and in any event it is [NAME OF AIRLINE] who are liable. What I
want is for [NAME OF AIRLINE] to agree to me buying a replacement for my Delsey bag and for
them to reimburse me. How do I make this happen, please? 9EM – 19/11/10)
My wife and I travelled with [TRAVEL PROVIDER] on [NAME OF CRUISE SHIP] in the
Mediterranen. Our documentation shows that we should have had a balcony cabin, instead we
had a restricted view with a port hole. This completely spoilt a 50th. Wedding Celebration
[TRAVEL PROVIDER] said they would investigate the situation and correspond with me but this
has not happened.Further attempts to communicate have been ignored.' Where do I go from
here'? Thank you, (EM – 20/11/10)
we had a holiday with the [TRAVEL PROVIDER] which was a disaster,lost alot of money making
our own alternative arrangements because of a substandard coach and are not happy with their
resonse to our complaint.I put in a claim for 650 POUNDS and they sent us a fifty pounds
voucher each towards another holiday with them.we would not wish to ever travel with them
again.can you help. (EM – 21/11/10)
I wrote to [NAME OF CRUISE COMPANY]s 0n 24th Sept.,10 outlining details of my wife& I return
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journey from Whitter Alaska following our cruise, for which we had no details on how we were
to get back to vancouver airport, the first part of our holiday was through Canada, before we
boarded our ship one of the party was handed the responsibility of leading everyone back with
coach details etc, handed to them by one of the tour guides, nobody informed any of the 20 plus
people in the [TRAVEL PROVIDER] group, furthermore the person to whom these details were
handed neglected to tell the group of this, in Whitter we were informed that no coach was there
to take us on to Anchorage airport for approx. 1 hour we stood there not knowing what to do I
and two other got hold of a clip board operative and eventually a bus was found for which we
wer e ask to pay the driver 2$ each for carrying our baggage, eventually arriving at Anchorage,
we found we had to pay 2)$ each for baggage check in before we boaded the plane, on arriving
at vancouver via seattle, at approx 12.30pm no coach was at hand extreme heavy rain outside,
aand everybody standing in foyer of airport.this group person on then said he had to ring up to
enquire about transport to hotel, I and others being extremely tired and not knowing the
outcome went and got individual taxis to our hotel at a cost of 40$ on arriving at the hotel I
found that the hotel voucher needed was not in all our documentation from [TRAVEL
PROVIDER], another couple had two .and the hotel was kind enough to accept this even though
our names were not on them. These problems spoilt and expensive holiday for my wife& self. I
wrote to [TRAVEL PROVIDER] on this matter,on 24thSept,10 received not reply I sent copy of
original letter plus pointing out that a curtesy of reply was the least I expected on 8th Octob er, I
receive letter from [TRAVEL PROVIDER] saying in line with ABTA code of conduct I would hear
from them in 28daysof my letter, still I have heard nothing,I phoned and spoke to [NAME] the
letter sender, who ask for my e.mail details and I would hear a response in 24 hours, still
nothing this was a week ago. I feel I have no other alternative than to bring this to your
attantion. I know other people on this trip were also going to raise these points with [TRAVEL
PROVIDER]. (EM – 21/11/10)
We booked holiday through [TRAVEL PROVIDER] going to portugal on 27th september flying
with [NAME OF AIRLINE] departing at 6.25am. Recieved all paperwork via e-mail and printed this
off checking everthing was correct. Checking in at airport I was advised that although the
paperwork was correct who ever booked flight had booked the 29th. To get the correct flight I
then had to pay an extra £110 which I put on my credit card. Got back on 4th of october and try
to ring [TRAVEL PROVIDER] but could not get any answer so i then e-mailed them ,by the 8th
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had no reply so rang again and spoke to admin who advised me to e-mail the paperwork I was
sent ,did this and got e-mail back to confirm they had recieved it. On the 14th of octomer i was
contacted by a [NAME]from [TRAVEL PROVIDER] to ask me to send via e-mail copys of my
reciepts from [NAME OF AIRLINE]. Since then I have heared nothing from her have rang and
spoke to admin who informed me that they have 28 days to sort this out so i waited and waited
and waited can you please help me. thank you (EM – 22/11/10)
Whilst on holiday in Tuscani in September this year our hire car broke down on a motorway to
Siena with a burnt out clutch.This happenened on the fifth day of our holiday. A car replacement
was eventually organised by ourselves. On return to the UK we found [TRAVEL PROVIDER].Roma
had withdrawn £1036 from our credit card account. Subsequently we found out through the
tour company [TRAVEL PROVIDER] that this charge was to cover a replacement clutch! What
should we do to proceed with this and gain a complete refund? (EM – 23/11/10)
I went on holiday to corfu 19 July. On arrival in Corfu the early hours of the morning eventually
found the coach to take me to my hotel after being shown to several coaches two hours later
which I tought was a little strange as my hotel was surpose to be in Corfu town got dropped off
in a place called Rodal and deposited outside a hotel called the [NAME OF HOTEL] which was
closed the coach driver had driven off by then, as it was 6am and not a soul around to ask were
my hotel was which was called the [NAME OF HOTEL] even a taxi driver that I asked did not
know of the hotel and had never heard of it. II then spoted a gentleman sitting outside his
appartment having a cigarete so asked him had he heard of the [NAME OF HOTEL] I had also had
to phone my son up at 4am to ask if he could assist me and to check the internet for the
wereabouts of the [NAME OF HOTEL] but to know avail the gentleman said he would have a look
around for me 1 hour later he came back and said he had found it which was a 15 min walk
away but when I got there was nobody to let me into my room so sat outside for a further 2
hours before I could get in making it now 10am. When I got in thought would make myself a
cup of tea but no there was no kettle and no pans and as this was a self catering holiday thought
that those items would have been a supplied so by the time I had got all that sorted it was now
12am and was shattered so had to go to bed which meant I had lost 1 day off my holiday. The
next complaint was when I went into the bathroom the floor was constantly fllooded in water
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couldnnot find the sourcee of the leak the hot water tap in sink was not working plus when I
turned on the cooker a blue flash came out of it so was afraid to use it. There was no maid
service in the week I was there no clean sheets or towels and no rubbish empted. There was no
rep that I saw that I could have complained to. Then on my last day the manager came round to
my door and told me I had to vacate the room there and then there was no hospitality room to
leave my bags in so had to leave and sit on a bench with my luggage for 4 hours till my coach
came to pick me up at 22.45 and also had to walk anotyher 15 min walk to were the coach
would pick me up As soon as I got back i wrote to the Company who then tryed to pass the buck
back to someone else.
When I eventually got through to someone to deal with this matter they said it would take a
month to sort out I have e mailed them on several occasions but to know avail the holiday
company is called [TRAVEL PROVIDER]. Have been to the citizens advice and they have told me
to get in touch with you. So I am hping you can sort this disaster holiday out for me (EM –
23/11/10)
We had no access to all inclusive facilities, drinks were provided by the manager on regular
intervals and food was prepared for us but there was no choice, we had to accept what we were
given – again not a 4 star service. I do not blame the hotel manager or his cook for this because
they made the best out of a bad situation and it was only through their goodwill and
understanding of the situation that we had somewhere to stay. (EM – 23/11/10)
I have booked a Ski Holiday with [TRAVEL PROVIDER](Part of the [TRAVEL PROVIDER] Holiday
Group)
On booking the lady on the other end said I could have Flights, Transfers, Hotel, Lift pass and Ski
Hire for £1,000 for my fiencee, I paid the deposit but on recieving our holiday details I noticed
that the ski hire was omitted. I have been trying to get them to investigate this and they told me
that they would find the tapes of the conversation and get back to me. That was nearly four
months ago, I have tried phoning but have to give up as they take so long to answer, have
repeatedly emailed them and delivered a letter to the office for the MD and yet they have still
not got back to me. What esle can I do as my Holiday is getting nearer? (EM – 24/11/10)
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Have had 3nights [NAME OF HOTEL] hotel in Seville with ABTA travel agent. Have two invoices
stating Bed and Breakfasr booked and paid for. Hotel did not agree on breakfast being paid for. I
spoke at lenght with my travel advisor and she told me to pay hotel and keep receipts. I did and
forwarded all info. to her on returning, she did the same to her company. I now get standard
letter saying they will forward this on to [TRAVEL PROVIDER] ?? to sort out it could take another
28days. This outrageous as I have it printed on two invoices as Bed and Breakfast. I have tried
contacting firm and as you would guess got nowhere. What can I now do please? (EM –
25/11/10)
I am writing for advice on a trip I took with my family in the summer. We went to Washington
DC for a month from July-August 2010. Before we went, we organised a house to rent with an
independent agent in America. She asked for the full payment up front. We weren't too happy
about this, but spoke to 3 different American…….on the phone, all of whom had stayed in the
house , in the preceding months. They said it was fine, so we paid the full amount up front to
secure the agreement. This was a cost of around £3000. When we arrived at the house, it had
no running water or gas. The air con didnt work (despite it being 100 degrees outside) and the
place was filthy. We were unable to stay there with our 2 year old and 6 month old and so had
to seek alternative accommodation. Since then, it has been very difficult to contact the agent.
The only phone number of hers has been changed and she no longer responds to emails, despite
her sending an email in September admitting full responsibility and saying that she would give
us a full refund. We do not have a postal address for her. We have contacted the banks (hers
and ours) through which we made a bank transfer of the payment and they cannot help. We
have also checked with our holiday insurance and they cannot help. We are now at a loss for
what to do and do not want to let he get away with our money. Please can you offer any help or
suggestions. Many thank in advance, (EM – 25/11/10)
My sister and I recently returned back from Kavos Greece where we had booked a holiday with
[TRAVEL PROVIDER]. The holiday provider was [TRAVEL PROVIDER] and the holiday
accomodation was [NAME OF HOTEL]. The accommodations were unsatisfactory in terms of
both cleanliness and facilities neither of these being promised by [TRAVEL PROVIDER]. We
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wrote a letter of complaint to [TRAVEL PROVIDER] dated 28/08/10 detailing the reasons for our
dissatisfaction and had a letter acknowledging recpiet of this dated 19/09/10, subsequent to this
we had another letter from [TRAVEL PROVIDER] dated 08/11/10, in which they denied any
responsibility for the unsatisfactory holiday refering us to [TRAVEL PROVIDER], who they
maintained were the responsible party. Whilst on holiday we contacted our [TRAVEL PROVIDER]
Representative who failed to address any of the concerns to our satisfaction. I have copies of his
report and copies of the letters from [TRAVEL PROVIDER]. Many of our complaints and issues
were concerned with the standards of cleanliness and suitability of the accommodations and we
have pictures to substantiate our claim that they were unsatisfactory. (EM – 26/11/10)
having booked a late deal to gran canaria with [NAME OF AIRLINE] 2 weeks ago, for one weel
only. we brought extra leg room plus seats together,which was on offer buy one get one free
extra leg only). we were okay leaving [LOCATION],but booking extra leg room on our
desternation home at the airport we purchased again,the offer buy one get one free,(seats
together were booked in [LOCATION] airport) when we boarded the plane, we had our, seats
together but only one leg room.when my wife questioned this to the flight attented after,she
over heared the cabin crew talking about the couple in front of us who had not paid for their
extrs leg room, ,and that they would look into it for us,. their were other extra leg room around
the plane but not seats together,which was offered to me,.but it still wouldn,t sort are situat
ioin,as we would still be not getting what we had paid for .we have always travelled with this
company and have never come across this before,we are very dissappointed and would like to
get our money back. (EM – 26/11/10)
Am not sure you can help me directly but wondering if you can signpost me to somewhere more
appropriate? I need some advice on how to deal with an excess baggage company based in a UK
airport who did not send through the baggage as arranged and paid for and are using every
excuse to withhold a refund from my dad who is a pensioner. Please Help!! (EM – 26/11/10)
I would hereby like to make a complaint about [NAME OF AIRLINE] due to being charged 3 times
for checking in one bag. Please find my complaint letter and the response from [NAME OF
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AIRLINE] enclosed for your notice and I am also happy to provide my bank stattements if
required. I sincerely hope you can stop [NAME OF AIRLINE]from using its card reader as a cash
machine and if I may say so, it is a disgrace that [NAME OF AIRLINE] can shut down complaint
websites and is still allowed to treat its customers with utter contempt and as cash cows
without any obvious repercussions. (EM – 26/11/10)
HAVE BEEN TRYING TO GET MONEY BACK ON AIRLINE SEATS FROM [TRAVEL PROVIDER] SINCE
MAY 2010 BUT EVERY TIME I SEND THEM A EMAIL I GET THE SAME ANSWER "WILL ANSWER
WITH IN 28 DAYS AS AN ABTA BONDED TOUR OPERATOR " (EM – 29/11/10)
I have purchased a Ticket from [TRAVEL PROVIDER], it provided me with a receipt for £837.00
then charged my [BANK] Card £899 + £20.43. I have contacted them to refund the money which
will take 2 weeks. I am noe due to fly next week and they have informed me my fligth details
have changed and my flight is more money, it has confirmed that they will honor the orginal
price but I have asked for confrimation that this will be the case and I have still not received this,
they do not reply to my emails and are very rude on the phone. I am now concerned that I will
not be able to Travel on my Holiday to Austrilia next week to see my sons as I am unsure of what
is happening with my Flight. PLEASE HELP or please direct me in the right direction. (EM –
30/11/10)
We took a holiday sept 2010, booked thru [TRAVEL PROVIDER] and returned with several
complaints. 1 against the [TRAVEL PROVIDER] and several against [TRAVEL PROVIDER]. As
requested we placed our complaints in writing - in the form of two letters, one to [TRAVEL
PROVIDER] and one to [TRAVEL PROVIDER] and delivered by hand to the [TRAVEL PROVIDER]
travel agent. We were obligated to pen our complaint within 28 days which we did. they were
obligated to respond within 28 which they did not. During this period of waiting we received a
letter from [TRAVEL PROVIDER] which clearly showed that they had shoddy systems as it
primarily referred to car hire which we did not do. After 35 days we received a response from
[TRAVEL PROVIDER] ref our [TRAVEL PROVIDER] complaint with no mention of the [TRAVEL
PROVIDER] complaint. I duly wrote to them several weeks ago and again delivered it by hand,
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referring to their lack of response to the main compla int and also the letter referring to 'car
hire' sent to us in error and advising/confirming that we did not accept the [TRAVEL PROVIDER]
offer. We have heard absolutely nothing from the [TRAVEL PROVIDER] and I now wish to make a
formal complaint thru abta please. The gist of my complaint to the [TRAVEL PROVIDER] is that
they were totally incorrect in recommending this resort to us, especially in view of the questions
that we asked during our visits to their shop. And against [TRAVEL PROVIDER] it was a list of
things they should be aware and avoid 'selling' to the public. EM – 5/12/10)
My husband has recently had an operation (emergency) and I rang [TRAVEL PROVIDER]'s Cruises
(in [LOCATION])to try and transfer our cruise and stay holiday (starting on 16th December 2010)
to a later date. I was told that this could not happen, as it was now less than 8 weeks before we
travel and I would have to cancel and claim through our insurance. Why would I have to do this,
as it was unforeseen circumstances and we do wish to go on the Red Sea (Cruise and stay)
holiday eventually?Regards (EM – 5/12/10)
we boked a holiday with [TRAVEL PROVIDER] for september 2011 we took out insurance with
our package but we decided after a long decision that we are unable to go due to money
problems so we went to cancell it n we found them very understandib at first we payed £280
but needed to pay an extra £500 as part as our deposit.We came home and they phoned us up
sayin we had til 18 dec 10 to pay the £500 or we would pay our total amonut of holiday in june
next year or wed b taken court n we would never be able to book a hoilday with them again.We
have always booked with them n payed before 12 weeks before u go i dont no where we stand i
need help to make sure wot we are doin is correct (EM – 6/12/10)
I bought 2 tickets for Christmas time for Sardinia,but something happened and it is not possible
to use these tickets.therefore I rung them for a refund or credit which it is not possible.It is the
only one company with this unfair policy .I understand to pay a kind of penalty but to keep the
full amount this is a kind of stilling money from customers . More than this if you change the
flyth you have to pay £ 35 /person for each way What kind of advice can I have? (EM – 6/12/10)
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I have complained to [TRAVEL PROVIDER] holidays on the 17th september when i got back from
Fuertaventura and it has now been 4 months i have been back and they still havent resolved my
issue or even tried to... it seems like i have been swept under the carpet. The pricipal element to
the complain is that i paid for a double room on holiday and when i arrived it was a twin room.
On numerous occassions [TRAVEL PROVIDER] holidays rep had told me the was no doubt it was
going to contain a double bed and the coversation was recorded. On arrival i went to the hotel
reception and was told that they dont deal in double beds and all rooms were twin... so i was
sold a holiday i didnt want as the only reason we bought this holiday was the fact we were told
that we would have a double bed... it marred the whol holiday that we had saved a year for and
they dont seem to take responsibity for it...i enclose the last letter they sent to me. this was
months ago and i havent heard from them since...even though i have sent letters and emails to
them... can you help me please (EM – 7/12/10)
i went on holiday to turkey back in july 2010 and i feel i was mis-sold my holiday as all facilites
offered were none existent. i wrote a letter of complaint to the travel firm we booked through
stating my grievance, i received a letter back basically telling me that i was lying about what i
said was on offer even though i provided picture evidence to them. attached is the letter that i
originally sent and also a copy of the companys reply, is there anything more i can do? (EM –
7/12/10)
The email below regarding car hire on a package deal with [TRAVEL PROVIDER] was sent to them
on 27/09/10 and re-sent on 03/11/10 after getting no reply . The only response I have had was
the auto reply that gave a reference of: Incident:[NUMBER]. I have heard nothing apart from
that. I'd be grateful if you could assist. (EM – 8/12/10)
Firstly, upon our arrival at Gatwick we requested to have extra legs room seats due to my……,
and this was arranged for us by the check in clerk. Upon boarding the plane, the stewardess
advised us that the extra legs room seats did not actually exist where we have been placed and
informed us that the 'check in clerks always make this mistake'. When enquiring whether there
were indeed any seats wherein the blood flow in my legs was not restricted, I was advised that I
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was to pay the sum of £35 (5% of what the actual holiday cost) for said seat in order to feel
comfortable upon a six hour flight. I find this discriminating that due to being 6'6 I have to pay
this sum of money and appalling that this was not up for negotiation at the time. I had to pay
£35 for the pleasure of being comfortable and not feeling claustrophobic and then I was then
advised that I was to pay the same sum upon the return flight. Begrudgingly accounting for this
during my stay, upon our return to Banjul airport to depart to Gatwick I was advised that the
'fee' was now £50. I feel this is an unfair charge as I cannot physically sit straight in your normal
seats without indenting my knees on the seat infront of me. Upon my uncomfortable flight
home (In which I was either standing up, or sitting down, putting knees sized dents the back of
the unfortunate personal sitting infront of me whilst being knocked every time your staff
decided walk up or down the aisle, without an apology) I found it disgraceful that there was only
two toilets to use on the plane, of which I am guessing held circa 180 p eople. This was not so
much of an annoyance for me has I had a chance to walk around but for the majority of the
customers. It took my partner 10 minutes to queue to use the toilet, at which I was unhappily
sat watch the in-flight 'entertainment' - you may want to note that a large majority of people
have no interest watching a documentary about Michelle Obama's dress sense. (EM – 8/12/10)
I am wondering if you have any quick advice on a package booked with [TRAVEL PROVIDER]. My
parents booked a tour + flights + hotel package for New Zealand in late January. My dad has
recently developed a heart condition and so they want to cancel on the basis that he might not
be fit to go. The company are offering £3000 in refund from a total of about £11000 (approx
£5000 flights, £5000 tour, £1000 other) if cancelled this week. The refund is limited because my
parents made the final payment a couple of weeks ago and so there is no option to just lose the
deposit. The general websiteT&C's seem to indicate a refund from the airline for flights might be
possible however the letter they received in April (after deposit taken but before recent final
payment) did state that- Flights 100% non-refundable - Tours 50% cancel charge if within 30-60
days before (as is the case) (The tour company would give a full refund (minus £200) in this
period if booked directly.) (The airline said they could not comment on the fare as booked
through an agent but that kind of fare might be about 50% refundable) So it does seem that
£3000 is fitting with their T&C's from the letter. It appears that the package aspect did give an
attractive price but the penalty is huge for cancellation. Despite this it does seem that [TRAVEL
PROVIDER] and/or the airline are making large profits and a little unfair. Do you have any advice
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other than accepting their refund and claiming on travel insurance? (EM =- 11/12/10)
I used the [TRAVEL PROVIDER] for travel insurance for a trip to Australia in sept/oct of this year
and while I was in Aus. I extended my stay for a week, so I called up the [TRAVEL PROVIDER]
directly and some how they got my address wrong even though they had it already and when
they took payment for an extra £10 out of my account my bank used security and blocked my
account thinking someone was trying to gain access to my account. So when I got back I could
not access my account at the airport and had to walk from Heathrow to [LOCATION] which is
about 12 miles, and when I went to the [TRAVEL PROVIDER] to complain, they put the phone
down on me. I have since got proof from my bank that this was their fault that my account was
blocked as they said it was nothing to do with them. I think their behavoir was disgracefull and
unprofessional, and I would like some advice as what to do about this please. (EM – 13/12/10)
due to being not well, cancelled cruise plus week in Teneriffe, gave them due notice in
cancellation, Bill with [TRAVEL PROVIDER] was £1193 00, they only refunded me £279 00. surely
that can't be legal and fair, can you help or advice me in what further steps to take? After all
[TRAVEL PROVIDER] would be making more profit in getting another customer for there cruise
(EM – 14/12/10)
We have just returned from a holiday in tenerife 14/12/10flight number [NUMBER] we took
luggage requirment of 20 kilos which was ok . but on our return flight we were told our luggage
was over weight by 5 kilos we knew this was impossible as we had less in the luggage on our
return .therefore we were told we had to pay a payment of 14 euros per kilo of course we were
not happy we asked the [TRAVEL PROVIDER] rep' to sort this problem,she said our luggage
should be 15 kilos going home,how can you go on holiday with 20 kilos of luggage and return
with 15 kilos .we were then told to our disgust that we should take some weight out of our case.
so in front of 200 people we had to endure the humiliation of opening our luggage on the floor
of the airport when we asked the rep' for a bag she gave me a dustbin bag after being weighe d
again we were still 2 kilos over and so had to pay 28 euros, reluctantly we payed this We have
always travelled with [TRAVEL PROVIDER] but I am so disgusted with our treatment We shall
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certainly think twice before we travel with you again we hope to here from you a s a p (EM –
14/12/10)
holiday in morroco we were experiencing building work we were not told about this we ask to
move rooms after looking at a few rooms we were offered a room at the front of the hotel witch
we excepted after moving we then experienced more building work on the bar at the front of
the hotel below us the noise ruined our holiday as we were unable to stay in our room during
the day we were offered a £140 pounds compensation or £214.00 off of another holiday, we did
not except this as we did not think this was fair considering we paid £1454.75 for our holiday
and this was ruined by the noise. can you advise. (EM – 15/12/10)
due to ill health, my wife and I ,were forced to cancel a cruise that we had booked with [TRAVEL
PROVIDER], on [NAME OF CRUISE SHIP] to the caribbean. We were informed by [TRAVEL
PROVIDER] that we were entitled to a refund of £896.00, which they would forward to us in
approximately 3 weeks, this was on the 26/10/2010, to date nothing despite numerous phone
calls. Help? (EM – 16/12/10)
I booked a holiday with [TRAVEL PROVIDER] and they never confirmed holiday. I was deemed
unfit to travel and contacted [TRAVEL PROVIDER] and they have refused to refund me (EM –
20/12/10)
Hi I wonder if you could advise me as to wether or not we can make a claim against theHoliday
company we recently took a holiday with. My wife and I booked a coach holiday through
[TRAVEL PROVIDER] to the Austirn and Germany christmas markets.The company we used are
only booking agents and the actual holiday company is called [TRAVEL PROVIDER]. Anyway we
paid our money and was sent and itinerary for the holiday stating when we'd be picked up, by
what and the route we would take and what we'd be doing whilst in their care. However to cut a
long tale short their plans where either changed and we were not informed or the actual coach
company changed them and made the beginning and end of our holiday very traumatic. (EM –
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21/12/10)
I need advice regarding a complaint about [TRAVEL PROVIDER] Holidays. They have responded
to my letter complaint (they basically put us on the wromg coach and sent us to the wronmg
hotel requiring us then to travel in taxi alone with our 11 year old daughter)and awarded me a
holiday voucher for £ 50. I am annoyed as I made it very claer in my complaint I would never
travel with them again, so this offer is worthless and insulting. What can I do now as I am
unahppy with their offer?(EM – 26/12/10)
Hi I have booked a holiday using the pc but it has gone through twice the compamy sais I will
have to cancel and pay £230 charges is there anyway of avoiding this -I paid by credit card (EM –
31/12/10)
Holiday Force Majeure Claims:
i would like to book a holiday to Portugal in august,but wonder if the airports and airlines will be
back to normal, in view of the volcanic ash? Also the holiday brochure states that 'occasionally
re-scheduling is made by the airlines and you may need to be flexible by a day or two' I could be
flexible if the flight was delayed but not if flights were brought forward.I can't find a travel
insurance company that will insure me for premature departure, and so don't know what to
do.This holiday is the only suitable one I can find (EM – 23/4/10)
i travelled with my family to egypt. we had medical insurance via my bank but did not buy travel
insurance. due to the volcano in iceland our flight was delayed for 5 days and we paid for
accomodation/food. can we claim for our expenses? can you advise? (EM – 26/4/10)
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We were due to fly to Thailand 29th april it was cancelled due to foreign office advice the day
before our flight we have written asking for our full refund we are not getting any reply from
them I have tryed e-mailing the manager numerous times nut no reply our insurance have given
me a referance to say they wont pay out it is the holiday company who has our money.We have
asked for our money to be put back on our visa card but its 6 weeks now & we dont know what
to do I have contacted the visa card under section 75 but they say they will write after 1 month
to tell us what they will do which is the end of June. I have tryed telephoning but you are left
listening to music & my phone bill was £40 more in April trying to contact them When I did get
an answer i was told to put it in writing which was posted 30th April. [TRAVEL PROVIDER]s &
[TRAVEL PROVIDER] payed out clients back in April but we are left wondering what is
happening???? (EM – 12/6/10)
We are booked to go to Holland Christmas Market tomorrow (03/12/10) with [TRAVEL
PROVIDER]. There's not way we can get to our pick up point of [LOCATION] as we are snowed
in..... Spoke to [TRAVEL PROVIDER]- they are adamant that they are going regardless - so asked
us to get to pick up point 10 mins before pick up time of 0820...... I dont think I can ask for
compensation but just think [TRAVEL PROVIDER] are really irresponsible.... as we are expecting
more snow and temperature will again freeze!! Very disappointed - but need to just make a
complaint! (EM – 2/12/10)
we we due to fly today, from [LOCATION] airport but found that it was closed, I have read the
small print in [TRAVEL PROVIDER] cruises re: compensation which came into force february 2005
a Law granted rights to passengers witch is also publcised at EU airports, I have been in touch
with [TRAVEL PROVIDER], because they have offered an replacement holiday, witch is not
acceptable to us because i have to go in hospital on 14th december they said there is no
compensation, but it is there in Black & White, Please help, this holiday was ment to be a special
week . even though they have offered full payment we are still out of pocket, because we took
their insurance £94 (EM – 3/12/10)
Due to the terrible weather conditions I was not able to make my journey to Tilbury Dock,
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London on Friday to embark on the ship [NAME OF CRUISE SHIP] to travel to Amsterdam &
Bruges Christmas Markets. The travel company whom I booked with are [TRAVEL PROVIDER].
My booking reference is [NUMBER]. Cruise No.P101. The cost of the trip is £286 per person. I
was travelling with two friends, one lives in [LOCATION] and the other in [LOCATION]. I would
like to make a claim and would appreciate a claim form being email or sent by post to me. Many
thanks. (EM – 4/12/10)
I hope you can help, I am very saddened to have to contact you about a holiday that went
wrong. It's now December and should be looking back on a great holiday in August. My wife and
myself booked a cruise with [TRAVEL PROVIDER] [NAME OF CRUISE SHIP] on 16th August
through [TRAVEL PROVIDER]. This cruise was to visit 7 locations starting from Marmarisk in
Turkey. We had chosen this cruise as our 25th wedding anniversary present. One of the ports to
be visited was Santorini where we had honeymooned. The holiday cost was £2500. The ship
broke down (we were told by the captain a generator failed, this took 26 hrs to repair) and
consequently we failed to visit two of the seven ports, one of them being Santorini. In their
letters they quoted the problem as one on the ships main bearings as damaged. We have
written to [TRAVEL PROVIDER] who sent us a £100 token towards another holiday with them.
We returned it. They have scince replied offering no further compensation apart from their
apologies. We have kept all documentation but am now at a point of what to do next. A lot of
people on this ship were very angry about the continual changing iteranry, poor PR from the
ships company and it would appear [TRAVEL PROVIDER] Cruises. What should I do next please?
(EM – 4/12/10)
due to go to Germany with travel company 2nd Dec. The company cancelled at 12.30a.m due to
the severe weather conditions and road closures plus northern Europe conditions. We are
confused as seems they are telling us we have to claim on our own insurance, but it was the
company who cancelled. Any advice very welcome. (EM – 6/12/10)
I booked a holiday with [TRAVEL PROVIDER] (Ref: [NUMBER]) and was due to fly to Barcelona
with my wife on 29 September. Due to a strike in Spain the holiday was cancelled. I have
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received a refund from [NAME OF AIRLINE] (the carrier) but have not received a refund of
£229.44 from [TRAVEL PROVIDER] who I paid the money to by debit card. They say to claim on
my travel insurance but I believe they should refund in full (claiming on my insurance would
incur an excess of 2 x £60 !). Should they refund the money I paid to them? (EM – 6/12/10)
I booked a holiday with [TRAVEL PROVIDER] 24 Nov --27 Nov 2010, which was cancelled due
Airport traffic controlers action. I recieved a refund of my air fare and transfers but nothing from
the hotel suppliers, can I be refunded?. (EM – 10/12/10)
Hello - I booked a holiday with a company called [TRAVEL PROVIDER] and was due to travel to
Marrakech on 03/12/2010. The flight (after 2 hours in the air) got cancelled due to the Spanish
air strike. Whilst I have been refunded by the airline for the cancelled flight I have lost 100% of
the money related to the hotel booking. According to the travel agent the hotel booking was
subject to a 3-day advanced cancellation policy. Do you know what recourses do I have to claim
back the money related to hotel booking in these exceptional circumstances (put aside travel
insurance)? Thank you (EM – 17/12/10)
we had flights from [LOCATION] to paris today. the a1 was blocked with jack-knifed lorries and
snow last night and the police said we should turn back. so we rang the [NAME OF HOTEL] at
edinburgh airport and they said they didnt give refunds. the hotel and transfer people look as
though they will be fine and [BANK] have been helpful but [TRAVEL PROVIDER] said they
wouldnt consider giving us ticket refunds. they were both bought on [BANK INFORMATION] said
they would reclaim the money from these companies if abta said it was reasonable . could you
give a ruling on this matter. if you need additional information please do not hesitate to contact
us. we understand that you may be very busy and it may take days to get back to us. thank you
(EM – 20/12/10)
I booked my flight and Hotel as a package through [TRAVEL PROVIDER]. My flight on 19th Dec
from Gatwick was cancelled because of the weather. My airline has accepted to give me a new
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date for my flight but [TRAVEL PROVIDER] does not accept responsibility to amend date of my
hotel reservation. I do not have insurance and paid by [BANK] card. What should I do? (EM –
20/12/10)
We had cruise booked 23rd December leaving Miami with [NAME OF CRUISE LINE]. We had
independent flights 22nd Dec to New York with [TRAVEL PROVIDER], flight to Miami and
overnight accommodation in Miami. Our flight from [LOCATION] was cancelled due to snow,
therefore could not take cruise. We had tried to book flight package with [NAME OF CRUISE
LINE] but their allocation was full. They now say they won't pay us for the cruise and hotel
accommo. How do we proceed to get our money back? (EM – 24/12/10)
Holiday Transfers Claims:
I had a problem with the taxi transfer booked through an agency online whillst i was in menorca
the inbound was fine and i was very impressed with the service unfortunatley although
following the set procedure to reconfirm my pick up for the outbound journey the taxi never
arrived despite trying to contact the local emergency number which did not get answered ( it
was a sunday morning ) i contacted the uk emergency number and eventually was advised to
book a local taxi and get a reciept and to contact the company on return to sort it all out, of
which i have attempted to do as i have yet only recieved what appears to be automatic
responses saying that the complaint will take at least 28 days to respond to this was in mid july i
have attempted to contact them again via e mail and recievd the same response again, maybe i
have been a bit naive in allowing them this time to respond, i would welcome any advice as to
how to try and rectify this, hopefully i have not left things to late. (EM – 8/9/10)
i booked a transfer from gerona airport to santa sussanah with [NAME] with a return trip seven
days later only to arrive to be told this firm had gone bust we had to take a taxi both ways
costing 50 euroes each way. the reason i went with this firm was because they were abta
protected couuld you please give me advice on how to get my money refunded thankyou (EM –
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9/9/10)
I book a holiday through [TRAVEL PROVIDER] toTurkey.I paid for a taxi transfer with them.We
flew at 10pm on the 6th Aug and arrived 04.00am on the7th. To my shock, i was told our taxi
was booked for the 6th Was then told i had to pay for the taxi myself(140tlr).On return i
forwarded the receipt and the relevant documents to [TRAVEL PROVIDER],just for them to say
its my responsibilty to ckeck the documents i'm not asking for a lot, just my taxi fare
refunded.This seems very unfare as this was not my mistake!!! Where do i stand on this,and
what can you advise. (EM – 11/10/10)
i booked a holiday transfer with [TRAVEL PROVIDER] through [TRAVEL PROVIDER] holidays,our
flight from [LOCATION] to majorca was delayed for 6 hours and when we arrived, the office we
were told to go to was all locked up.we looked all around but ther was nobody there,we had to
get a taxis at the cost of 87 euros.for the last 6 months i have been trying to get some
compensation but holiday taxis have only offered me 19 euros which was the amount i payed
them to take me to cala millor.is there any chance you can help.thanking you (EM – 28/10/10)
I have been since 7/6/2010 in a dispute with[TRAVEL PROVIDER] ([NUMBER]) Travel Trust
Assocation Membership Number ,whom I have also been in contact with over a dispute of a taxi
fare to my resort as my transfer/ shuttle bus which I had paid for did not turn up as my flight
was delayed. [TRAVEL PROVIDER] have responded saying as per thieir terms and conditions they
will not refund my taxi fare. Travel Trust have respnded saying that i could go to arbitration at a
further cost of £110 against my claim of £181.25 Please can you help and advise (EM – 1/11/10)
I booked a hoilday with [TRAVEL PROVIDER] in June 2010. I paid an additional transfer fee for
myself and my family ( 2 children+ Mother). On the return journey, the transfer never turned up
and we were told to catch a taxi and ask for a receipt and apply for a refund on our return. I
wrote to [TRAVEL PROVIDER] and post a letter with the receipt by registered letter. I have
emailed several times since but have yet to receive my refund or a response. (EM – 11/11/10)
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I booked a cruise with [TRAVEL PROVIDER], but i was not meet at the airport as aranged. I was
not picked up the following afternoon for the boat, so i ended up missing it. Do you think i can
claim my money back? (EM – 18/11/10)
I hope you can help me, i recentley booked a cruise arranged by [TRAVEL PROVIDER]. I was not
picked up at the airport as arranged, The pickup time for the departure was 2 hours earlier but
nobody left any messages to let me know. In the end i missed the boat. Cny you let me know if i
can claim my money back? While i was over there the hole ordeal was very upsetting from the
time i was left in the airport. I was a single female traveller & feel it was disgusting they just
didnot bother letting me know anything (EM – 24/11/10)
I wrote to [TRAVEL PROVIDER] about [NAME OF AIRLINE] gate being closed at 14.10 instead of
14.20 on return journey home from Majorca as our transfer bus A2B only arrived at the airport
at 14.10.Bus should have picked us up at 11.45 and arrived at 12.00 at the resort Porto Colom. I
was travelling with my 75 year old mum and we had to rush through the airport to reach the
plane on time.We were then charged 70euros to put our cases on the plane which should have
gone though at the gate.Neither [TRAVEL PROVIDER] or A2B accept any responsibility.Can you
please advise. (EM – 11/12/10)
on november 18th, our [TRAVEL PROVIDER] airport transfer failed to pick us up at the arranged
location in Benidorm , (at the taxi rank outside [NAME OF HOTEL]) Spain, for our return journey
to Alicante airport...this lead to us having to pay £65 for a taxi to the airport, after 3 failed phone
calls to the [TRAVEL PROVIDER] office in benidorm....on return to the uk, i made a complaint and
asked for a full refund, having also produced the taxi receipt... to date [TRAVEL PROVIDER] are
chosing to avoid paying us, to which i have advised i will contact yourselves and take legal action
against the company to get our money back..would appreciate it if you could advise them i have
contacted yourselves, and help us get our money back and refund for taxi and phone calls. (EM
– 15/12/10)
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Holiday Insurance Claims:
I have booked a day trip by air to Holland with an ABTA registered company. Theyinsisted that
their travel insurance was taken out. When I said no they wanted to know the name of my
insurers. They state they will not take anyone without insurance. Is this legal? (EM – 3/3/10)
I booked in November 2009 a cottage for rental in France online via [TRAVEL PROVIDER]. It was
advertised that you only pay the full amount 60 days prior to holiday booking which was 14 to
21 of August. i understood that I will have to pay the full amount on 06.06.2010. After paying
booking fee the company added travel insurance with [NAME OF INSURANCE COMPANY] and
charged the credit card given by me. Unfortunately 2 of the three members of the party can not
take the holiday, one due to health the other due to new job so I had to cancel the booking.
[TRAVEL PROVIDER] demands £390 which should had beeing the deposit that they claimed in
their website would not need to be paid as cancellation fee, otherwise they will charge the full
amount in June. They said that I could claim the £390 via [NAME OF INSURANCE COMPANY] but
"it is nothing to do with them and they know if I can be sucessful in the claim". Do I have any
recourse or I do I pay and therefore loose or give away £390 to this company? Please advice me
as how should I proceed. Naturally as a pensioner this payment creates a lot of hardship for me.
(EM – 16/3/10)
I'm thinking of booking a holiday with "[TRAVEL PROVIDER]" (see. [TRAVEL PROVIDER]). They are
not ATOL bonded, but tell me they operate a similar scheme with [NAME OF INSURANCE
COMPANY] - who hold my holiday money until I return satisfied. Is it safe to book my holiday
with [TRAVEL PROVIDER]? (EM – 18/3/10)
Whilst on holiday in Turkey last year, my wife and self took the option of a hot air balloon trip
with the company recommended by our tour operator. Following a mid air collision we were
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amongst 11 casualties suffering massive injuries. Although the balloon company held the
insurance required by our tour operator, we are unable to pursue a claim without us spending
thousands of pounds on legal representation. This seems to completely invalidate any insurance
cover as we have no access to that level of money. How is this Insurance arrangement legal?
(EM – 9/4/10)
My partner and I where meant to go away 2nd of March, due to my partner breaking his collar
bone we couldn’t fly and had to cancel the holiday. We paid near £550 for the holiday. I
submitted an Insurance Claim through [NAME OF INSURANCE COMPANY] and after 11 weeks of
phoning to chase the claim, we received £37.50 back with an excess charge of £500. I took
insurance out on a ‘couple’ base insurance and it states that there will be £250 cancellation
excess fee, nowhere on the insurance documents does it say £250 each!! By the time we paid
for cancellation letters, Dr letters, phone calls and postage, it really wasn’t worth the claim. I
would be grateful for any help you can give me in regards to claiming our holiday money back,
as I feel that we should have been advised that a £250 excess per person was applicable. (EM –
7/6/10)
I have an annual travel ins policy, I sometimes take myn grandaughter, when I do I take single
trip just prior to travel. I had a cruise booked with [NAME OF CRUISE COMPANY], as they do not
have single fares or child fares I had to pay for 2 adults my granddaughter is 9 years old. I had a
accident and was hospilised, and had to cancel cruise, my insurance company (with whom I
usually take single trip for child) would only pay half of my trip ie just my portion of fair, I
pointed out itn was my booking and my loss and pointed to the relevant clause which says they
will pay any of MY expenses. my argument is the entire fare was my expense, they refuse to pay
and I will lose £700 poinds, do I have any reasonable chance of getting paid entire fare (EM –
13/7/10)
I booked and paid for a holiday in Ireland with [NAME OF TRAVEL PROVIDER] taking out holiday
insurance with them because it said on their web-site "no medical exclusions across the UK and
Ireland" Unfortunately I had to cancel the holiday because of anxiety/depression. My claim to
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the insurance company was rejected on the grounds that there were in fact medical restrictions
concerning my condition. I feel I was misled by [NAME OF TRAVEL COMPANY] but can get no
repsnse from tham despite letters and e-mails. Hope you can give me some advice. (EM –
13/7/10)
We have 4 adult flights booked with [NAME OF TRAVEL PROVIDER] for the 3 Sept 2010 going to
Dalaman. Unfortunately 2 passengers are not flying due to my friend being diagnosed with
cancer. I have asked to cancel their flights but [TRAVEL PROVIDER] cannot do this. My friend has
contacted her insurance company and they are saying that they need a letter of confirmation
from [TRAVEL PROVIDER], that she is not flying. [TRAVEL PROVIDER] cannot or will not do this,
all they will do is give us documentation when we book in for the flight (a no show form).
Unfortunately my friends insurance company are saying that by the time we return (17 Sept)
they will not be able to claim as it is too late. What can we do we seem to be stuck in the
middle. (EM – 30/7/10)
We were due to travel on 18/6/10 to the caribbean but a family member of the party was
hospitalised and the trip had to be cancelled. We submitted a claim to the insurance company
on 28th June and have been told by them that due to the volcanic ash situation, they will not
assess our claim unti the end of August. We saved long and hard to go on holiday and it is
grossly unfair that our claim cannot be considered aside from those of the volcanic ash claims.
We cannot afford to even pay for a short trip away as all of our funds were tied up in the
cancelled trip. Can you offer any advice on how we can compel the insurance company to deal
with our claim quickly? (EM – 1/8/10)
I have just returned from Lanzarote where I spent 6 nights in hospital with Kidney Sones, The
insurance company ([NAME OF INSURANCE COMPANY]) will not reimburse my costs as they say
I didnt declare any exsisting conditions. I have explained that although I have had a kidney stone
before (approx 1 year ago) it is not an Exsisting Condition, the front of their policy states
exsisting conditions, they went on to say that on page 8 of their policy states all medical
treatment with in two years. I need to know can I do anything, The first I heard about the
declaration was when they asked for it when I was in hospital!. Is a person supposed to read a
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whole policy to ensure they are covered? (EM – 9/8/10)
We booked an all-inclusive camping holiday in Northern Australia with an Australian company
that had been "approved" by South Australian Tourist Council. Halfway through the tour it was
cancelled by the Tour Operator due to heavy rain and the Australian Government closing the
roads. We were left to fend for ourselves. Nothing was offered by Tour Operator. We claimed
on our British Travel Insurance ([COMPANY NAME]), but have so far been told that they are not
liable as it was "Act of God" (i.e. rain). (the other tour participants were Australian and their
Travel Insurers have paid out). The South Australian Tourist Council say they only approve
companies and do not cover their losses. Our only hope at present seems to try [NAME OF
CREDIT CARD COMPANY] as we paid on a card and did not receive the full goods. Any advice
would be appreciate d. We are talking about a loss of £4000. (EM – 9/8/10)
just a question without wasting your time the transfer company lost my case from airport to
hotel in June in Turkey they have just answered with the rsponse that their contact has told
them that all was done to find the case so nothing more can be done? the rep or no one from
transfer came to the hotel to see us? in all of the 14 days we were there i myself with no
clothes? what can you suggest i do they have said that my insurance comapny will pay me and
they will send a letter tyo them. I have lost over £5 to 600 pounds of clothes and my insurance
said deal with the comapny first as you should be able to get a full amount back as my insurance
is only for £200? Help (EM – 10/8/10)
I paid £300 for a holiday February this year. I was due to go in April. I was hospitalised at the
time of holiday. My father emailed [TRAVEL PROVIDER] on several occasinons to cancel, without
reply. My father finally got a reply from another email address, and they said to refer to the
insurance company. The insurance companyhave requested a letter from [TRAVEL PROVIDER] to
say they haven't refunded me any money. I have called [TRAVEL PROVIDER] now 4 times and
each time they have said they will post a letter, so far months later I still haven't recieved a
letter. What else can I do? Do they have to send this letter? (EM – 12/8/10)
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I am writing on behalf of a golfing buddy of mine. He organised a golfing holiday to Florida for
himself and a group golfers. He booked the villa flight and car hire seperately Unfortunately he
had a heart attack before the trip which involved triple bye-pass surgery. As a cosequence he
could not travel although the rest of the group did. His travel insurance was provided through
his [NAME] account. The reason I am writing is because the Bank are using all sorts of tactics to
avoid settling his claim. IF he were to write to you direct detailing the exact circumstances would
you be able to point him in the right direction, is there a proforma letter he could use as I think
all contact with the Bank has been by telephone . I look forward to your response in due course,
thank you. (EM – 17/8/10)
We were due to go on holiday on Friday 3 September to Skiathos through a booking made via
[TRAVEL PROVIDER]. We initially booked last year and confirmed and paid the balance earlier
this year. However because I was going to insure the whole travel scenario, sleeper train,
connections overnight stays at airport etc I didn't take out insurance at that time. On Friday 27
August my husband was rushed into hospital with a heart complaint and is now awaiting a
pacemaker. He has been told he can't fly for at least a week. I have tried to re-schedule the
holiday but have been told that because it is less than 8 weeks to the departure date I cannot do
that. I cannot even go for the last week of our holiday. There is absolutely no flexibility. Even
though I have paid for 2 weeks, I cannot take the second week when my husband is able to fly.
All [TRAVEL PROVIDER] can say is "claim on the insurance". I have therefore had to cancel the
holiday completely. They will now be able to book someone else onto our holiday and get
double money, whereas we get nothing. Whilst I appreciate that is the whole point of insurance,
I find it very difficult to understand why they refused to re-schedule or allow us to take just one
week of the paid for two weeks. Are you able to help please. Our holiday cost £1,800+ and that
is a lot of money to lose. (EM – 31/8/10)
I need help settling a claim with [NAME] insurance reference Volcanic Ash Crisis. They totally
refuse my claim and will not discuss (EM – 7/9/10)
I am looking for travel insurance for my Husband and I as we are planning to go to Las Vegas for
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a few days. However, my father in law has terminal cancer and this may cause us to cancel, it
might not. But, all the companies I have contacted so far will not give me travel insurance, do
you know of a company that might help? (EM – 14/9/10)
hotel room/apartment was broken into on holiday in may. Insurance company is [NAME]
underpinned by [NAME] insurance who refuse to repay the claim due to Police report stating
"strangers penetrated the interior of the above mentioned room without excercising no type of
violence" they state their policy excludes claims arising from theft unless forcible and/or violent
entry into or from your hotel room has occurred. they said sorry and are unable to assist me on
this occasion!!! Please advise as I DO wish to take this further. I had made every effort to secure
the hotel room, I am extremely upset by this response as everyone is in agreement that theft did
occur, I involved the [TRAVEL PROVIDER] rep and the [HOTEL CHAIN] hotel general manager
who have both said claim through your insurance!. Please advise (EM – 14/9/10)
We went to Orlando for 2 weeks and on our way to the airport we stopped off at a mall to do
some last minute shopping and to have something to eat. We were gone for an hour and we
had the people carrier that we were travelling in broken into. They drilled the locks on the car
and took 3 bags. My husband put our passports and money in his body belt, the bags, a travel
bag and a very large bad we left hidden in the car. In the car was 4 suitcases 2 child seats. The
insurance co says we should have put our belongings in the boot (there was no boot!) I kept
telling them but still insisted they should have been kept in the boot. The Sheriff said we were
targeted as tourists. I have phoned them and have filled all the forms they sent, the sheriff faxed
an incident report, and I phoned them again to say I had not received a reply to my letter and
the young man said they did not need to reply as they have already said we would not receive
any compensation. We lost all our me mories of the holiday, and my husband and I are in our
70s and this was our last holiday with our 2 youngest grandchildren. I have kept a record of all
our correspondence and theirs. Please could you advise us on what steps we can take. Thank
you. (EM – 21/9/10)
My 74 year old mother has just came back from a holiday in Benidorm. She flew home on
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Wednesday 29th September from Alicante aiport. She flew with [NAME OF AIRLINE]. She was
told she had to leave her baggage as there was a general strike in Spain. She thought her
baggage would follow but [NAME OF AIRLINE] put a disclaimer on their website stating it would
be her choice to fly. She is 74 and did not have money to stay in Spain and was unsure what she
was being told. Her insurance agency has also informed her today she is not covered for this
type of thing. I am at a loss to how this can be legal or right. Please can you advise (EM –
4/10/10)
I have made a claim against my travel insurerers [NAME] - for a cancellation due to illness [April
2010]. They have rejected my claim which I feel is grossly unfair and want to proceed and
register acomplaint. (EM – 19/10/10)
My father was due to travel to Spain in June the flights from [NAME OF AIRLINE] cost £195.75
but due to him being admitted to hospital (he had a second leg amputation in June) we claimed
via [NAME OF COMPANY]. We had to procedure a medical certificate that cost us £20 and a
cancellation letter from [NAME OF AIRLINE] which cost us £17 and £60 excess. We have just
received a cheque from [NAME OF COMPANY] for £79.98 with no letter of explanation. I have
emailed them and they state they do not cover taxes, therefore, the settlement is the £79.98.
Totally unacceptable, when you look at it my Dad is only getting £42.98 due to having to pay for
the medical certificate and [NAME OF AIRLINE]. Can you please assist and let me know if I can
take this further? (EM – 29/11/10)
Listening to weather forecast and "only go out in extreme emergencies" "perilous" as used on
BBC 1, I today cancelled a coach trip due to leave very early tomorrow morning (Friday) from a
snow hit [LOCATION] village to Snowdon In Wales. . I think it is very irresponsible of the coach
company to even consider continuing with their trip (many OAP's I suggest) but insurance
company say I have no claim. It is so bad here, I doubt if taxi could even get here to pick me up
to take me to collection point. What is the position? (EM – 2/12/10)
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We had to cancel a holiday due to my wife's knee problem for which she had received
conflicting medical advice. We submitted a claim and received a 'phone call saying the claim had
been rejected. My wife had a long conversation with a supervisor who told her we could appeal
but it would make no difference as the decision had already been mader. My wife said we would
still appeal and he said a letter would be sent to us. That was at least 3 weeks ago and despite
an interim phone call my wife made over a week ago when she was told by a helpful lady that
she could not understand why a letter had not been sent and she would arrange for one to be
posted we still have heard nothing. Are our statutory rights being ignored? Is [COMPANY NAME]
acting illegally? If so can we demand payment? (EM – 7/12/10)
My wife and I were on a [TRAVEL PROVIDER] holiday in iclemer,Turkey in September this
year.We took out holiday insurance with [TRAVEL PROVIDER] insuirance services covered by
[NAME]. During the holiday my wife had a chest infection and ended up in a [TRAVEL PROVIDER]
recommended hospital with what they said was pneumonia.I contacted the [NAME] medical
assistance immediately and informed my holiday representative. The holiday rep said that it was
nothing to do with [TRAVEL PROVIDER] and was no further help.[name] declined to pay the
hospital bills claiming that my wife had not reported a chest infection some 18 months previous
even when our medical practice had contacted them personally informing them that my wife
did not have an ongoing chest problem and the two illnesses wewre totally unrelated. To date
after several telephone calls I am still nearly £20000 out of pocket. Note: I found it very odd
that during my wifes stay in hospital there were several other people all [TRAVEL PROVIDER]
customers in hospital with the same illness as my wife and all having problems with the
insurance company (EM – 30/12/10)
Holiday Hygiene Claims:
Your representative visited the apartments and I asked him about the cockroach bait stations.
He admitted the apartments had an infestation problem. Upon returning to the apartment that
evening we witnessed many cockroaches running around the kitchen worktops when the lights
were switched on. We disposed of 20 to 30 of these. (EM – 6/5/10)
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I stayed in [NAME OF HOTEL] 6 wks ago in london there were a number of hygiene, health and
safety issues. I reported at time, i have emailed them and tried calling nobody has got back to
me. I have photographs as some of the issues were very serious. (EM – 6/5/10)
just booked a last minite holiday to turkey and was told we were going to a 4*hotel in bodrum
{with teletext} it was no where near bodrum we where about 10 miles away from bodrum in a
place called yashi it was a holiday from hell….the pool was green and only got to see the bottom
of the pool on day 5 we where told there was kids entertainment there was none then we
complained about it being 4* and where told by the staff it was bearly a 3* my kid found a used
condom under the bed on day 3 also we where told that it was all inclusive but when we got
there it was all in {light} just breakfast dinner and tea. there was open sewers running from the
hotel right thougth to the restrants were we had to eat are food an you could smell them . we
seen are rep once n he wasnt really helpfull so we at to get the bus to t he water park wich was
a gd half hour drive where never had a clue were we where just so the kids had some think to
do for a day the day the holiday was just not what it said on the tin also the didn't let us on the
flight home till the very last minute becuse my name wasnt on the flight manafesto we booked
on sun 27 and left mon 28 (EM – 8/7/10)
My Partner and I have written to [TRAVEL PROVIDER] and [TRAVEL PROVIDER] about the
terrable time we had on the [NAME OF SHIP],the problems rainging from the awful sewage
smell blocked toilets dirty cuttlery the promise from [TRAVEL PROVIDER] of a 5 star Luxury Cruse
liner that they fell well short of delivering.this holiday cost us £3,649.68 and they have offered
us a final offer of a voucher for £715 or cash amount of £540 this offer is open for 28 days from
23rd july 2010. We feel this offer is inappropriate as our holiday was totaly ruined with us being
forced to come off the ship after one week when we had paid for a two week all inclusive
cruise.[TRAVEL PROVIDER] placed us at [NAME OF HOTEL] 4 sart half board Hotel.Once again not
what we paid them for.We feel very let down by [TRAVEL PROVIDER]s and there response to the
letter we sent them. (EM – 1/8/10)
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I am going on a cruse & stay in October. The cruise being with [NAME OF CRUISE SHIP]. I am
very apprehensive about this ship as the reports have been extremely bad. I went into the travel
agent ( [TRAVEL PROVIDER] ) and the staff have been pretty reasonable about my problem and
are telling me that when they phone the head office they are being told that all is ok! they too
have been given bad reports from customers. Can you advise me of where i stand with this as
regards to cancelling or rebooking as i am told that to do so would be costly to us. (EM – 6/8/10)
The pool at the villa in cyprus where we were staying was constantly contaminated with a green
slimy substance despite being 'cleaned' a couple of times.This ruined our holiday as my husband
spent lengthy periods either phoning or going to see the manager to try and sort out the
problem and I was loathe to let my grandson use a pool that was not 'right'. (EM – 8/8/10)
We then looked inside mobile home number 6 (the one that [NAME] had said was ‘ready to
move into’) and found mould on the blinds, mould and rust in the fridge, rust in the oven, stains
on the furniture, dirty cupboards, stains on the mattresses and a smell of dirt and must,
basically, an area that was unfit for anyone to live in, especially a family with a baby. (EM –
8/8/10)
Myself, my wife and our two daugters (aged 4 & 1) are due to travel on holiday to the [NAME OF
HOTEL]in Sharm el Sheikh in September and we have been dismayed to read recent reviews on
www.tripadvisor.co.uk about the amount of people who have been there recently and fallen ill
with severe sickness and diarrhea. We contacted a few of the people who have left these
reviews and a couple of them have suggested your web-site. I noticed you are looking for
people who have been on holiday at the [NAME OF HOTEL] during June, July or August and have
fallen ill to contact you. Can you tell me anything about the responses you have had or about
the problems at this [NAME OF HOTEL]? We have asked [TRAVEL PROVIDER] for there
comments on the recent reviews and possible problems but have not yet had any feedback. We
are considering asking to be moved to a different hotel because of these problems but are keen
to find out what the extent of the situation is first of all. As you can imagine we are more than a
little concerened about taking our very young children to this resort, and any information would
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be appreciated. (EM – 9/8/10)
We recently recently returned from our holiday in the coral bay area of cyprus,whilst staying we
had a number of issues with the villa that we had stayed in,ie cockroaches in the bedroom
lounge and pool, the bedroom being the most infecedt,as we had a 6month old baby in this
room we were particularly concerned to the point that my son and daughter-inlaw had to sleep
in the lounge with their baby, there were no less than 17 adult size cockroaches in the room,this
was only one of the many issues we experinced whislt there,we complained to the renting
agency and the attitude they adopted was very blase and did not take any action to eradicate
these insects,or address any of the other issues. I have emailed [TRAVEL PROVIDER] a number of
times since our return along with photos of the complaints and have only received one response
back,I informed them that we would be looking for some rebate as this totaly spoilt our stay and
the last correspondence that I sent,I explained that if I did not receive a reply I would take it
further.Therefor I am asking your advice as to what steps I should take next,or if you could give
me some form of help with this matter.I can if required forward a copy of the emails and photos
to yourself that I had sent to the renting company.I look forward to your reply. (EM – 13/8/10)
Just returned from a nightmare of a holiday, stayed at [NAME OF HOTEL], Corfu, Friday 2 July to
Friday 9 July 2010, however, we have an infestion of a rat(s) for almost the whole week of our
holiday in our private suite with pool! We have so far been offered a £100 holiday voucher from
[TRAVEL PROVIDER], which is an insult considering the cost of this week's holiday, over £2000, i
feel that our complaint has not been treated seriously enough. I have now taken my complaint
to ABTA and now to yourself in the hope that my complaint will be taken seriously. Have
photos…Look forward to hearing from you in due course. (EM – 14/8/10)
Following a cruise on the [TRAVEL PROVIDER] [NAME OF CRUISE SHIP] in June/July 2010 we had
cause to complain due to a number of faults on board the ship, we did not receive a full service
due to issues such as broken air conditioning and leaking/foul smelling pipes and for 5 out of the
7 day cruise there were issues, however [TRAVEL PROVIDER] have responded to our complaint
and have offered us less than 30% of our holiday cost as compensation, I have written again
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higlighting my concerns and they have refused to reconsider the offer made. Can you please
advise if I can do anything further? This cruise was advertised as 'the height of luxury' and yet
the ship was falling apart, surely we have been miss sold this cruise?? (EM – 1/9/10)
hi we today came back from a holiday from hell, firstly the rooms had not been cleaned from
the other s before us, after looking in the fridge i found a handful of hair and shattered
glass....not good with a 3 year old.. the sockets were hanging off the walls, a live wire from the
hairdryer was resting in the sink in the bathroom and the actual tap would never turn off, i told
the staff he was not bothered attall we went to the balcony were is is actually smaller than my 3
year old so i was terrified of something happening, there was mould everywhere in the room
and balcony the food was awful for an all inclusive we swpent 600 pounds eating out it was
unbelievable, glasses were dropped not cleaned the kitchen stunk of drains and pool was not
clean we have a list of people also in the same boat have you any advice (EM – 14/9/10)
PLEASE PLEASE PLEASE STOP ANY TRAVEL AGENT ATTACHED TO ABTA USING THE [NAME OF
HOTEL] MALTA. THIS HOTEL IS CONDEMMED RUNNING WITH RATS AND COACHROACHES.
MALTESE COUNCIL IN [LOCATION] HAVE FORBIDDEN HOTEL TO SELL FOOD. - TRAVEL AGENTS
STILL SELLING LATE DEALS WITH HALF BOARD - KITCHENS WERE CONDEMMED TWO YEARS
AGO. THIS USED TO BE THE [NAME OF HOTEL] - WENT THERE IN AUGUST WITH PARTNER, PAID
FOR HALF BOARD - HOTEL IS DISGUSTING - WALLS FALLING DOWN POOL FILTERS BLACK - AIR
CONDITIONING BLOWING OUT BLACK SOOT. HAVE COMPLAINED TO WATCHDOG - PLEASE STOP
ANY DECENT BRITISH TRAVEL AGENT USING THIS HOTEL. HAVE STARTED A PETITION AGAINST
HOTEL AND WILL LOBBY BRITISH PARLIAMENT AS TO WHY WE HAVE TO COMPLY TO EEC
STANDARDS AND THEY DONT - DANGEROUS;. DIDNT REALISE, SEE TRIP ADVISOR (WHICH HAVE
NOW JOINED) FOR REVIEWS. ABTA SHOULD ST OP TRAVEL AGENTS USING THIS - BRITISH
TRAVEL AGENTS KNOW WHAT THIS HOTEL IS LIKE - THEY ARE PUTTING BRITISH PEOPLES LIVES
AT RISK - IT IS THAT BAD. (EM – 16/9/10)
We didn't get what we had paid for until late afternoon on that day after we had spent the
entire day sorting it out ourselves! We paid had paid for an upgrade of an extra £1600 for a 2
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bed Townhouse with 1 and a half baths, inc oversized bath, plasma TVs etc We got a tiny filthy
bathroom with the tothpaste on the taps from the last occupier and a dirty urine smelling
downstairs loo! The TVs were old fashioned and not connected to the cable or satellite and
didn't work properly. There was a no housekeping resort policy until day 9 except removal of
trash from outside the accommodation! There was to be no fresh bedding or towels untill day 9
unless w e paid $75 usd per day extra! Our total paid was £6,680 for 2 weeks including flights for
the 4 of us and a mid size car with full package eg fuel ins.etc. We were still charged $40usd by
the rental company for insurance! We were put in the dirtiest place I have ever seen! We had
dead flies in the window sills, we had a dead moth in the fridge! The kitchen sink had a foul
stench! The carpets were heavily full of stains, dirt and sand! The sofa was stained and the
floortiles were also very dirty and many were cracked! We had booked and paid for a 4 star
deluxe holiday! We complained again the second week about the first 3 days being ruined and
refused any resort credit compensation, eg credit for extras or by the Tour Operator via [TRAVEL
PROVIDER] even after I had spent over £100 + vat on telephone calls, sent and received to
[TRAVEL PROVIDER] and [TRAVEL PROVIDER] and I sent 9 photos of the appalling conditions!
[TRAVEL PROVIDER] never once returned any of our calls or interviened o n our behalf. My
asthmatic daughter and myself had began to cough and wheeze, due to the conditions and this
didn't settle down for a week after we had moved to the clean room. [TRAVEL PROVIDER]have
offered no appology but £500 in full and final settlement after 44 days from our initial
complaint. This is not fair compesation! As the Resort confirmed that our upgrade was done at
the Managers discretion and at their expense, with no intervention from the Tour Operator or
extra payment from them. The room the [TRAVEL PROVIDER] had booked for us was confirmed
by the Resort Manager at being invoiced to them at $154 usd per night agency rate (not sure tax
inc.) Please can you help or advise us? (EM – 22/9/10)
ON SATURDAY THE ROOMS WERE INFESTED WITH ANTS THOUSANDS OF THEM MY BEDSIDE
CABINET TOP WAS SO FULL OF ANTS YOU COULD NOT SEE THE TOP THEY WHERE EVERY WERE
IN THE BED OM YOUR CLOTHS ETC .I WENT TO THE RECEPTION TO COMPLAIN THEY SENT A
MAN TO SPRAY THEM WHICH KILLED THEM THEY BUT I HOUR LATER THEY CAME BACK I WENT
TO THE RECEPTION AGAIN THEY SENT ANOTHER MAN WHO SPRAYED THEM AND ALSO PAINTED
SOME LIQUID AROUND THE PERIMETER OF THE BUILDING WALLS THAT NIGHT THEY WERE BACK
EVERY WHERE CRAWLING ON MY GRANDCHILDREN WHEN THEY WHERE SLEEPING PLEASE PUT
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YOURSELF IN MY POSITION AND IMAGINE HOW YOU WOULD BE FEELING AT THIS MOMENT IN
TIME (EM – 26/9/10)
[TRAVEL PROVIDER] – [NAME OF HOTEL] - Aug 2010. We have complained to [TRAVEL
PROVIDER] about numerous issues to do with this hotel, after a 2week stay at this all-inclusive
resort. Main issues were:- - Hotel Grounds - recycled shower water that smells like sewage,
being sprayed at lunchtime and evenings from 6.00, foul smelling. - Toilets - the only set of
toilets situated arounf the pool areas were disgusting. Please see photos, showing faeces on the
back of both the toliet doors. Note - only 2 toilets in the ladies, that all females and children
used. - Plastic glasses - obvoiusly need to be used, but these old scratched platic cups were the
perfect place to harbor germs. - sunbeds - pool attendents tipped so that towells wee put down
at 6am! We have received a reply back from [TRAVEL PROVIDER]. Offereing us £50 per adult &
£25 per child. We paid £3,400 for this holiday.Shall we turn this offer down and progress our
complaint?? (EM – 30/9/10)
Hi, i would like some help, i was on the [TRAVEL PROVIDER] [NAME OF CRUISE SHIP] cruise this
year and by the letters you can see it was a disaster [TRAVEL PROVIDER]'s have paid my husband
and myself £405 for the smell of sewage only it cost us over £3000 for that holiday but they said
they wont give us anty thing else could you please advise (EM – 3/10/10)
i had this holiday booked from my family for my 50th birthday, ants were everywhere in the
villa, in the pool, in the beds, in the kitchen cupboards everywhere. i had to wait to get in the
pool for 3day untill it was cleaned the rep was unhelpful. then i had i had to pay extras for the
free car that came with the villa from eurocar and a large deposit that [TRAVEL PROVIDER] did
tell me about i upload all the ants in the pool that i filmed. my family paid £1000 for a week and
all my family contruibuted fro my holiday and my family areheart broken. (EM – 7/10/10)
The food consisted of rice and chicken, which I really don’t mind however the rice was hard and
cold. There was no chicken it was all bone and I found hair in the food on several occasions.
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Breakfast consisted of boiled eggs and bagels every morning and if you got down after 8am you
got nothing. Snacks where bagels and pastry. The same food for the entire holiday with no
variation what so ever, absolutely a disgrace for all-inclusive accommodation. I forgot you could
get fruit however this was also rotten. Due to the poor food I was forced to eat out not what I
was expecting. (EM – 8/10/10)
My husband, sister, brother-in-law and I went on a cruise and stay in July this year. The smell of
sewage was very strong on certain decks and we never got into 3 of our 5 designated ports. I
have emailed to complain, but it's quite obvious that they are not interested, probably because
they are inundated with complaints! If there is anything you can do to help, or possibly advise
me on what I can do next, I'd be very grateful.. (EM – 12/10/10)
we went on a [TRAVEL PROVIDER] package trip to Menorca in July 2010. During our holiday and
upon our return we have complained because for a few days of our holiday we were unable to
use the shower because there was worms coming out of it. The response so far from [TRAVEL
PROVIDER] is that no-one else complained so we hope you go on to enjoy your next holiday with
us. During our stay it was considerably hot so the lack of shower facilities was a big issue for us.
At the time of our holiday the rep said it wasn't worth moving us as we only had a few days left
to go! We did also make comments about the description of the location of the beach and the
failur to mention in the brochure that access to the dining room was only via stairs. [I booked
special assistance] This is something we mentioned so they could make it clear to future
travellers. I did reply to [TRAVEL PROVIDER] saying that we were not happy with their response
and they said they would re-assess the complaint and try to get back to me within 28 days but
that was 40 days ago. In your opinion do you think we have cause for complaint and do we need
to seek the advice of a solicitor? We do have pictures of the worms! Any help will be gratefully
received. We feel it is so unfair for [TRAVEL PROVIDER] to simply brush this under the carpet,
especially as it was a family resort and the maintenance man said these worms were from the
waste water. (EM – 18/10/10)
my wife and i went to tenerife,with [TRAVEL PROVIDER].when we arrived,the so called
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beds,were filthy,and covered in vomit.when i complained,i was told to come back the next
day.in the end i had to pay 419 euros.for another hotel.it seems [TRAVEL PROVIDER],do not
want to know.can you help.please. (EM – 18/10/10)
A 14 day cruise on the [NAME OF CRUISE SHIP] from tilbury to the canary islands & madeira.It
turned out that the dish washer was broken so dirty & craked cups-mugs-plates , sanding &
vanishing of hand rails while we were sun bathing . No variety of food , it was pork - veal-fish .
The water in our cabin ( [NUMBER] ) was greyish & so on , some people & me go colds on the
second week .there are lots more . It is nice to be home (31/10/10)
We visited [NAME OF HOTEL], Skanes, Tunisia in September 2010. Booked through [TRAVEL
PROVIDER]s. We put in complaint about qualitiy of food, room cleaners and holiday rep. They
have sent us a voucher for £195 but it is limiting, can only be used by thier own companies, not
as deposit etc. We dont want another holiday with them and feel that this is not sufficiant
compensation as the food is as important as the accommodation in all inclusive holidays. Can
you offer any adice, would be very grateful. (EM – 5/11/10)
We spent 2 weeks (Oct 2010)in Egypt,Naama bay at a Hotel ([NAME OF HOTEL]) all incl that was
about to change management,(which we were not informed about) because of this, the
amenities we should have been provided with were far from expected. Constantly running out
of drink day & night, never any glasses if drink was available. Food absolutely appauling &
uncooked, service appauling no tables or cutlery most days/evenings. no snacks at pool bar
during day and often no barman to serve drink if available. complained to Rep and Manager and
have written complaint. (most losing their jobs when new management takes over so nobody
cared) When returned home have complained to [TRAVEL PROVIDER] but to date no reply. What
should I do as i feel I am entitled to compensation as we had far more expense on holiday
having to eat and drink out every day and night for the 2 weeks we were there. The holiday was
a complete disaster. (EM – 16/11/10)
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we went on holiday sept/2010. we have photos of cockroches in the toasters,in the
diningroom,elecs hhnging off,holes in bedding and towels,food not fit for a dog.the list goes on.
this was an all inc holiday.and the flight was delayed fof over 3 hrs.sat on plaine without an offer
of a drink.we have lots of photos. and have made an official complaint to the travel
company,they are taking no responcabililty.please help us.regards. (EM – 27/11/10)
the [NAME OF HOTEL] marmaris turkey complained to [NAME OF AIRLINE] and they offered us
£80 we were put on a bus to our hotel the [NAME OF HOTEL] and got there only to be told they
were closing. we were put in the [NAME OF HOTEL] hell hole complete with rats , cold food from
outsidecatering, ants no cups atbreakfast the list goes on, Have you had complaints about this
place,. [TRAVEL PROVIDER] maintain they paid us the maxium for less than 7 days notice about
the hotel (EM – 13/12/10)
Please could you advise on taking my complaint with a [TRAVEL PROVIDER] Cruise holiday on the
[TRAVEL PROVIDER] [NAME OF CRUISE SHIP] in September / October this year further. I have
coresponded with [TRAVEL PROVIDER] using your template letter enclosing photographs and
detailed information of our complaint. After apparently digesting the information and doing
research they sent us an £100 voucher to use on our next holiday with them. I informed them
that it was not acceptable as we would not be booking another holiday with them and would
take the matter further. They then replied that the voucher was their final offer and we could do
what we liked with regards to taking the matter further. I am therefore asking for some
assistance as to the best way forward to get the matter resolved successfully from our point of
view. I have attached some photographs of the various cabins used, mainly the mattresses were
"dead" and therefore the beds were like sleeping on boards and appeared as old as the ship,
nearly 30 years old!! Not new and modern as implied. Also the condition of the bathroom was
horrendous with black mould and missing tiles in the shower. We were very disappointed with
the condition of both cabins that we were offered and my wife who suffers from Parkinson's
Disease suffered as I did from some sleep deprivation, especially for the first two or three nights
and she was so exhausted she was unable to leave the cabin until the fourth day of a seven day
cruise. So any advice would be appreciated. (EM – 14/12/10)
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Holiday Booking Claims:
Please help me I am at a loose end with a company called [TRAVEL PROVIDER]. When I booked
my holiday a week or two ago on their website and it crashed as I booked. I rang twice that to
confirm it was booked and was told it was, only to be told both times it was and then I was rang
back again half hour later by a different person telling me I hadn't booked, so we booked it
properly. It was the next day I realised it had been processed wrong, seeing as though there
website crashed at the time I booked I know it was there fault. All I wanted to do was change
the dates and the board as they were booked wrong, I have done their 'change request' online a
numerous of times only to get rejected and have rang them over 10 times now only to be told
different things each time. I am at my wits end, I don't want to cancel because I will lose my
desposit and I can't afford to do that, but if I extend my dates they are telling me that I will have
to pay a amending fee as well despite it not being my fault. I just don't know what to do I really
am at my wits end, Please help me, thank-you (EM – 4/3/10)
booked holiday with [TRAVEL PROVIDER]s in cypress. need to cancel due to pregnancy.they
refuse to let me until i pay deposit for a wedding package that they say i booked but i only
enquired about and they were to get back to me with dates. they didnot get back to me and i
didnt confirm a date. only have until end of march to cancel and then balance is due. (EM –
16/3/10)
I want to know; 1. Why we were given indirect flights when direct flights were available. 2. Why
we were not at least given an option to pay extra for direct flights. 3. Why I was not advised at
the time of booking that there was a possibility the flights would not be direct. 4. What can be
done to resolve this situation (EM – 30/3/10)
Can you assist regarding a holiday I booked online on Saturday with [TRAVEL PROVIDER] .co.uk/
Having sought 3 twin rooms on half board on checking the documentation immediately after
booking I found that only two rooms had been allocated. No where did the website make it clear
before booking that a twin room was meant to accomodate 3 adults (EM - 27/4/10)
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I booked on 26 April with a local travel agent a fly/cruise holiday with the understanding that
the flights would be direct to and from Edinburgh/New York return. Unfortunately when I went
to collect tickets last Thursday 20 May they had me going out direct from Edinburgh but the
return journey was New York/London/Edinburgh. They still have not resolved this and they
state that the cruise company are at fault and they do not have any seats on the direct flight
back to Edinburgh, and the travel agent seems to be taking no responsability but I feel as my
contract was made with them on this understanding it is their responsibility (EM – 25/45/10)
booked our wedding with [TRAVEL PROVIDER] in feb 2009 for march 2010 on arrival to the hotel
we asked about wedding arrangements to be told there was no wedding booked by [TRAVEL
PROVIDER]!! we where told we could not get married. eventually after alot of tears we were
allowed to get married in the office (without our 30 guest) and had a prentend ceromny (the
hotel staff reading our vows) 4 days later!! i feel [TRAVEL PROVIDER] should give us our money
back and componsation for the loss of my wedding day they have offered us £3000. not sure
what to do from here. (EM – 2/6/10)
Hi, I booked a holiday in Dec 2009 to depart at the end of June 2010. I found out in February this
would clash with a family wedding, and wrote to the company in Feb 2010 that I would be
unable to go on the holiday and asked for the cancellation process to be actioned. I was aware
that I had lost my down payment. I was informed in my initial confirmation documents that the
outstanding payments should be paid by end of April 2010. As this came and passed, I thought
no more about it. I was then contacted on the 27th May by the holiday company stating that I
owed the outstanding monies. I explained that I had already cancelled, and they asked me to
email that confirmation. I did so with a copy of the original letter I sent in Feb. I then got a letter
from them on the 1st June saying as I had cancelled late, I owed them 9 5% of the holiday value,
with a breakdown of the cancellation timeline charges. It was the first time I had seen this, as I
was never sent this on the initial email confirmation from them and the documents posted to
me. As such I am a bit unsure now of what to do. (EM – 3/6/10)
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I have spent about 12 hours over several days trying to contact [NAME OF AIRLINE]. I have rung
several numbers, sent several online complaints, visited a [TRAVEL PROVIDER] High Street store
and contacted their head office. All roads lead to phone numbers which lead nowhere. There is
no way of speaking to a person or finding an alternative way of altering our return. Since they
are only available during working hours, this amounts to one and a half day of my working time.
I am an [DESCRIPTION OF EMPLOYMENT] and have really struggled to find time to do this. And I
have failed in contacting them. I travel abroad on average 15-20 times every year to speak at
conferences. As a family we take 3 overseas holidays each year. I have never encountered such
a situation and never had to make a formal complaint against any travel company. (EM –
13/6/10)
Hello, i booked a stag holiday for 12 of my mates on [TRAVEL PROVIDER]. You could only book 4
people at a time, so thats what i done, so 3 bookings in total. I booked 3 nights,from Wed 04th
August, to Sunday 08th August. There the dates that i booked and what was confirmed on
screen. I then received the email confirmations for all 3 bookings, and they only came through
as 2 nights booked. I emaliled [TRAVEL PROVIDER] right away and did not get a reply until 8
days, they said they can change the details but it would cost another £300 or so, i had no choice
but to pay this. But now they have sent me the new details, they have changed the flight to the
correct day (i.e 1 more night) but not amended the hotel for another night, so we are going to
be homeless as such for a night. (EM – 14/6/10)
We booked our honeymoon with [TRAVEL PROVIDER] to go on a 7 day cruise from Dubai around
the Emirates with [NAME OF CRUISE COMPANY]. We took our 1 1/2 year old daughter with us. It
cost us £2500 and was meant to be the holiday of a life time. Unbeknown to us when we got on
the cruise and took our daughter to the kids pool to have a swim and cool off from the 30
degrees heat, we were rudly thrown out of the pool and informed that our daughter would not
be aloud to make use of any pool facilities because she was not potty trained. For the remainder
of the holiday she was not aloud to use any swimming pools on the ship. This totally ruined our
honeymoon. [NAME OF CRUISE COMPANY] will not deal with our complaint as we booked
through [TRAVEL PROVIDER]. So far after numerous letters, phone calls and e-mails [TRAVEL
PROVIDER] have still not deal t with our complaint. (EM – 15/6/10)
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I paid a deposit of £310.50 to [TRAVEL PROVIDER] in January. It is now time to pay the balance.
They haven't sent the paperwork they were supposed to, to remind me for payment. On trying
to phone to make the payment, I have been kept waiting for over 20 minutes at a time. I have
done this about 8 times and it's an 0871 number. I still haven't been able to get though. I have
also emailed five times and they say it's a rapid response and yet I still have had no reply apart
from acknowledgement of receiving the email. I am at a loss for what to do next. (EM – 20/6/10)
[NAME OF CRUISE COMPANY] have just cancelled a caribbean cruise we booked in Jan 2010 , to
sail March 2011 because they have 'chartered the ship!' Cheek!! They refuse to give us an
upgrade on the only other alternative cruise we could take, there being no more available suites
of the category we chose. (EM – 28/6/10)
Whilst recently on holidays in Spain we had to spend the last night of our holiday sleeping on
the streets. Because in order to get our deposit back we had to return the key a night early
because our flight was leavin at 3.30 am and they said no one would be there to recieve the key.
We booked our hotel through [TRAVEL PROVIDER], we contacted them on the night in question
and although they sympathized with us they said there was nothing they could do at short
notice. My query is have I any recourse and if so what is it? I had no travel insurance for this
particular holiday. (EM – 30/6/10)
ive booked 4 flights to fiji on tuesday 29th june with [TRAVEL PROVIDER] i booked it over the
phone the agreed price was £1084 each totallying £4436, including all charges an taxes. so when
i booked eventually the email arrived with all the details etc on, kept checkin to see if money
had gone out ov my bank but after about 5 hours an nothing had been taken i phoned them bk
he said the computors waz down and hed sort thinga as soon as they came bk on, still morning
after wed, money was still in my bank then dinner time the man named [NAME]who was dealing
with my flights phoned and said that he waz sorry but the air tax had gone up over night by £140
each..i told him id got it threw email the previous day saying all was paid including taxes so i was
not paying anymore. he then said hed try find some more flights an get back to me .10 min later
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he phoned bk saying he could get us on flights on 4th august a wek later than our origional
flights and his company would pay £80 towards taxes and we had to pay £60each so i agreed an
pais an extra £240 later the same day the money went from bank..thinking everything was
sorted!! then today thursday another guy phoned me back saying that our flights had changed
and we were going to have to stay over night in hong kong going there and coming bk and that
we'd have to find our own hotel an pay for it...he said but theres another option if u all pay £70
eac we'll get u on another flight where u will not av a stay over..i totally disagreed with all this
and asked him to put the money back in my bank, then he said leave it with me i will try once
again with the airline to see wot i can do and if i dont get anywhere we'll give u all your money
back ive now been waiting for nearly 4 hours so i phoned back just now an he said hes waiting
for airline to ge t back to him please please help im totally distressed with all this and would be
gratefull if u could help thankyou. ( EM – 1/7/10)
I made a booking for an overnight Legoland Windsor special offer. Immediately on completion
of the transaction, I realised that I had mis-interpeted the deal, and decided to cancel. My
cancellation email was sent 4 minutes after the arrival of the confirmation emai. The company,
[TRAVEL PROVIDER], clearly states on the website that bookings can be cancelled in FULL on the
same day. However, they are refusing to refund the £5.88 credit card surcharge. Are they
allowed to keep the surcharge? It is my understanding that the surcharge may not exceed the
actual cost to them of processing the transaction, but surely if the booking is cancelled then
there is no cost to them? (EM – 2/7/10)
On two occasions I have got a quote on the inernet from [TRAVEL PROVIDER] first one for
2898.00 which suddenly went up to over 4000. Traveling to Florida next year 2011.Then next
one for 30198, whic also has suddenly gone up. The e-mails I have recieved I am totally
disgusted in, and I still have not managed to book. The first e-mail went to the wrong assistant
and she sent one back which I am sure I was not suppose to be attached to saying saying knock
yourself out and get a sale. The next one tells me I have chosen not a very good hotel which I
might add they are advertising and this one they have chosen for me is a lot better at of course
more money. I can send you these e-mails if you need them. Can you please look into this and
ask why this company comes back with e-mails that I have recieved. thank you in advance (EM –
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2/7/10)
I was given the date of a festival in Romania by a website linked to the Romanian UK Embassy. I
Booked a flight and car hire through [NAME OF HOTEL]. When I booked the accomodation, they
told me the festival was the previous weekend. Before my debit card had paid [NAME OF
HOTEL], they refused to change the flights. They tell me that I read on the website when I
booked the flight, that there was no changing or refund. Obviously, I did NOT see that. [NAME
OF HOTEL] also refused to help me change the car hire. It has taken me THREE weeks to contact
[TRAVEL PROVIDER] car hire, and argue the toss about whether they can change it or give a
refund... minus £25. They have stopped sending me nightmare emails... after I wrote in very
large capital letters that I want a refund of £500+ minus the £25. The AUC have told me that it is
OK for airlines to use Mafiosa tactics. I have sent the MD of [NAME OF HOTEL] 3 letters in
English with a Dutch translation. [NAME] seems to think I am not worthy of a reply, and got one
of his minions to insult me. I have informed all at [NAME OF HOTEL] roughly, that I will take this
further and I will let the public know of their theft. Your reply and opinion will be gratefully
received. (EM – 4/7/10)
hi,i have made a complaint to bmibaby in may and resent it in june,i have not recieved a reply or
acknowledgment of my letter,i wish to take the matter further and need to do this quickly as the
complaint involves a flight booking error ( on mine and bmibabys side) for which i am
expecting/requesting a refund.the flight is for early august .can you tell me the ABTA number for
them and who else i should contact to help me (EM – 6/7/10)
Student daughter and 4 friends booked a week to Ibiza with [NAME OF TRAVEL COMPANY] . 4 of
them paid in full but 1 had to drop out. They were told that it would cost the full price again of
the one who dropped out to replace him with a friend. The 5th member of the group couldn't
get an answer from work as to the time off so he only paid the deposit of £205. The manager
contacted the leader of the group and said they had to pay his remaining amount or they would
cancel the holiday. None of the students could afford this as they had already paid nearly £400
each. The company cancelled the holiday and said they were not entitiled to any money back.
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This means in truth that this company has received over £2000 and these students didn't get
their holiday. Several e-mails have been sent to the company and not one response has been
given. Please help as none of them can afford to lose such vast amounts of money. This
company have an abta no.but when I put it in the abta site it was not recognised as a member.
Thank you for reading this; please, please help. (EM – 7/7/10)
I have recently booked a holiday with [TRAVEL PROVIDER]. We are a family of 5, x 3 children age
8,6 and 3 and x 2 adults. We are staying at all inclusive resort, in x 1 family room (i..e one child
sleeping on sofa bed). However since checking the small print [TRAVEL PROVIDER] are charging
us an adult price for our 1st child because we are a family of 5! Surely ths is discrimination, my
child is unable to drink alcohol or extra large portions of food, why am I being charged an extra
£1,000 for a sofabed being put in the room - PLEASE HELP VERY FRUSTRATED. They say this is
their policy, but I have been unable to get a copy of this in writing. I could under[TRAVEL
PROVIDER]nd a supplement for the extra child - but this! Can they do this? I look forward to
hearing from you. (EM – 7/7/10)
This is my experience as a vegan (vegetarian) travelling with [NAME OF AIRLINE] to San Jose,
Costa Rica in June 2010. I booked the travel with [TRAVEL PROVIDER] and prior to the departure
I received an Iberia Reservation Code. At the[NAME OF AIRLINE] web-site I was able to
complement my personal details and I was able to change my seat place. There is also the
possibility to enter the passenger's meal preference. So I did, 48hrs and 24hrs prior to
departure: "vegetariana sin leche". But every time I received an error code: "Su reserva
[NUMBER] se ha actualizado correctamente. UNABLE TO PROCESS". I tried this many times, I
called the [NAME OF AIRLINE] - charged - number in Belgium, a labyrinth of options with the
final option to call a number in Madrid. I called international to the [NAME OF AIRLINE] Madrid
number which resulted in a new labyrinth of options with the result to call the local [NAME OF
AIRLINE] office in Belgium (but at what number?).Since I am the proud owner of an Iberia Plus
card I sent an email to [E MAIL ADDRESS]. A bit late I received their answer: "In accordance with
the information you have supplied, we are sorry to inform you that we cannot help you in this
department, so you have to contact with [NAME OF AIRLINE] at the telephone number
[NUMBER] and they could help you. We trust that future contact with us will be to your
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complete satisfaction. " The same number in Madrid I already called. So I flew from Brussels to
Madrid. At the Madrid airport at an [NAME OF AIRLINE] service desk (not conveniently located)
and after waiting some 30 minutes. I was able to speak to an [NAME OF AIRLINE] employee, she
was able to change my meal preference to "vegetarian 2" and I received a new boarding card
with "VGML" on it! Unfortunately she could change it for the return flight from San Jose, Cosra
Rica. I have to contact Iberia San Jose for that... So during a marvellous vacation in Costa Rica, I
visited the [NAME OF AIRLINE] web site again to change my meal preference for the return
flight. Same results tough: "UNABLE TO PROCESS". The [TRAVEL PROVIDER] group tour leader
has an [NAME OF AIRLINE] service desk number in San Jose and called many, many times but
the desk at [NAME OF AIRLINE] San Jose is scarcely occupied. He managed to reach them on our
way to the airport and had to explain what vegetarian stands for! At the check in the first
boarding card was wrong again... A manager was called and he produced a boarding card with
"VGML" on it. (seat [NUMBER])On the airplane I showed my boarding card to the air hostess
[NAME]. Everything is OK she said.Dinner is served. No veggie meal for me! She had given it to
another passenger...But one of the meal options "ravioli with spinach and cheese sauce" is
vegetarian she told me and tried to convince me with the meal details on a paper. I said that it
was NOT my diet and refused the food. (No milk in my diet)Never argue with an air hostess, I
kept quit, looked angry and asked her if I could raise an official complaint. Three air hostesses
looked angrily at me while they were debating what to do.As a miracle my reserved "vegetarian
2" meal was delivered marked with my seat number(seat [NUMBER]). For breakfast, the same
misery. A wrong box was quickly dropped on my place. Again I asked the air hostess [NAME] for
my veggie meal. The box was delivered with my seat number clearly written on it (seat
[NUMBER]). What is wrong with those [NAME OF AIRLINE] air hostesses?Back in Madrid, waiting
for the plane to Brussels, I filled in a Complaint Form at the [NAME OF AIRLINE] Service desk. I
wonder if these misadventures happen to other Kosher, Hallal, diabetes, vegetarian, ... [NAME
OF AIRLINE] travellers as well? Should [TRAVEL PROVIDER] not have taken care of this? My meal
preference is clearly written on my invoice and I informed them by email (EM – 9/7/10)
My wife and I attempted to book a holiday to Portugal for the week commencing 17th July 2010.
We found an ideal holiday on [NAME OF TRAVEL PROVIDER] website. Upon selecting the
booking and going through the process we got to the confirm booking page for it to say that the
booking had failed. We tried to ring the company to be told the offices were closed. We tried to
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book again a few days later for the same thing to happen again. Money was then taken from my
account for both bookings to the sum of approx. £1360. I did not get to the confirmation page
either time to say that my holiday was booked and no email has been recieved from the
company to confirm any holidays. We had since booked a holiday elsewhere (before we knew
any money had been taken as we did not think we had any holidays booked!) and have now
been left with very little money in our account to go on any holiday now. We have tried to
contact the firm but keep getting put on hold or hung up on. Nobody will tell us why this holiday
has been paid for when according to their website the booking had failed. Also when we tried
again, it was for the same dates and flight so surely they realise that we wouldn't be booking
two flights and accomodation for the same people at the same time?? Please can you advise me
what to do next? Upon checking up online, others have experienced this problem over the past
few months as well. (EM – 10/7/10)
I rented an apartment through [NAME OF TRAVEL PROVIDER] and paid a deposit of 500 GBP to
the apartment owner, [NAME]. A month before going I was mailed by [NAME OF TRAVEL
PROVIDER] and told that due to trouble with [NAME] I would possibly have a cancellation on my
reservation and that I'd better look for another apartment. [NAME] have assured me the
refunds were on their way but it's been weeks and I haven't got any refunds yet. I'm not sure
which step should I take next. I'm Spanish and as I don't live in London I don't know the
procedures to try to get my money back.
I would really appreciate any help on this subject. I look forward to hearing from you. (EM –
10/7/10)
complained to [TRAVEL PROVIDER] about holiday in cuba. we went with daughter and soninlaw,
seperate bookings.we complained seperately they made an offer to me with no reference to
daughter which they now claim to be between us, I refused to what I consider to be lower offer,
they have settled with my daughter we are still waiting, could you advise to legal position can I
insist that they honour their offer. (EM – 13/7/10
Booked a hotel for my mother through [NAME OF TRAVEL COMPANY] & when they arrived they
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refused her entry because appartently they hadnt received payment! I contacted [NAME OF
TRAVEL COMPANY] & they said payment was taken & paid out but when my mum went back a
2nd time to try & get into her room they again refused her entry. My mum is stuck in Spain at
the minute with no accomadation & no extra money to book anywhere. Id be very grateful if
someone could get back to me as I cant seem to get anyone to help us. many thanks (EM –
16/7/10)
I have had an unsatisfactory reply from a coach company called [NAME OF TRAVEL PROVIDER]
(in Hull). They are not ABTA members. Is there a governing body for inclusive coach tour
operators ? i am assuming there is and would like to submit my complaint to them
forinvestigation. Could you kindly supply me with a contact point? (EM – 18/7/10)
i booked a holiday for my fiancee and myself to Majorca, unfortunately i was taken ill with
pnemonia and admitted to hospital , On leaving hospital i was later to be told that i had lost my
998 pounds that i paid for my holiday , i never recieved 7 days notice to cancel which i feel i
should have been entitled to instead i was told i had lost the full amount bearing in mind i had
just booked our holiday the holiday company in question being [NAME OF TRAVEL PROVIDER]
telephone no is [NUMBER] is there any way you can help me with this matter (EM – 19/7/10)
My stepson had a holiday booked with [NAME OF TRAVEL PROVIDER] to Tenerife with his
girlfriend at the time. He paid for his own holiday taking in cash to the total of £511.00. [NAME
OF TRAVEL PROVIDER] said that his girlfriend had to be the lead name as he was not 17 at the
time and she was 18. He was not given any other information what that might include her being
the lead name. One week before they depart his ex-girlfriend changed his name on his ticket
through the travel agent and put her friend's name on. [NAME OF TRAVEL PROVIDER] did not
question this with [NAME] (my stepson) and willing changed it. [NAME] ([NAME] ex-girlfriend)
will not pay [NAME] his money back and the Travel agent, even though they have witnesses that
he paid for the holiday himself, will not give him receipts or be helpful in any other way. We feel
that the Travel Agents are at fault here and wondered what else we can do. I would appreciate
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your help. (EM – 20/7/10)
I purchased a holiday, flights, accomodation and transfer with [NAME OF TRAVEL COMPANY]
and have not recieved the travel vouchers i was told would be posted out that day, i cant get
through on the 3 different telephone numbers they have : [NUMBERS] and have had no reply to
9 emails i have sent i have no written confirmation that i booked the holiday nor do i have any
receipt for the amount paid, other than a bank statement, what should i do i travel in 5 weeks
time and im panicking incase ive been ripped off, they are not part of the goldtrail group as far
as i am aware, please could you advise me of what i should do next (EM – 21/7/10)
Last October we booked a [NAME OF CRUISE COMPANY] cruise through Sovereign, paying a
deposit. Two days later we saw that [NAME OF TRAVEL COMPANY] offered the cruise with tLhe
addition of the Orient Express. We asked [NAME OF CRUISE COMPANY] if our deposit could be
transferred but they refused, so we have reluctantly paid two deposits for what amounts to the
same cruise and cabin grade. [NAME OF CRUISE COMPANY] refuse to refund the first deposit or
offer any good will payment. They say we got a very good deal with [NAME OF TRAVEL
COMPANY] and they have had to resell our original cruise -cancelled when no costs were
incurred - at a reduced price. We disagree with their argument and it is also irrelevant. (EM –
21/7/10)
[NAME OF TRAVEL COMPANY] took our booking in 2009 contracted free parking and 100 dollar
per cabin i have checked with [NAME] carparking 2x and there is no booking made under our
name. [NAME OF TRAVEL COMPANY] say that it has been made but haven't given us a ref no. to
confirm booking. we have rang them several times a day over last week. please just get them to
give us a ref no. for me to check - sail on 14.08.10 (EM – 22/7/10)
Hello, I planned our summer holiday with my two kids, Mum & the nanny to London and in
internet find a estate agent rented an accommodation in London for 6 weeks; transferred the
full amount before six weeks of arrival from Dubai. The accommodation details & images
described the place with very good condition. I am expecting my third child & when arrived on
Sunday 11th of July to London we went directly to the accommodation rented; there were no
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one to receive us the key was left for us in a box. When we entered the house it was so dirty &
damp that could not stay there. Since it was Sunday we had to spend the night there; however I
tried to call the landlord or the agent no one of them answered my calls. I have sent
immediately email to agent refusing to accept the condition of the flat. From next even ing we
left the flat and arranged to stay in difficult condition with friends. Number of calls & emails to
agent & landlord but they refuse to visit the flat or help us to find another accommodation.
After two days of that I have handed over the key to landlord. Since then we are following up to
get our money back they have given part but refusing to give full (almost half is yet to receive) I
have video the place & taking the images of the place, it was in such unacceptable condition for
the amount we paid. Total of S. Pound 4,850 for six weeks and we paid them in full 6 weeks
before arrival. Please advice how I can claim my money back. I had to go through additional cost
due to problems in the flat; apart from considering my condition of being in last month of
pregnancy with two kids & elderly Mum going on the roads in middle of high season to find a
decent place to stay. Please advice how I can take this forward; where should I get assistance to
receive my balance payment. ( EM – 23/7/10)
I have booked a holiday cottage, sleeping 12, through the website [NAME OF TRAVEL
COMPANY]. As the time of our holiday approached, I have asked the landlord a few questions if
it would be possible to bring an extra fridge to the cottage…, she got angry on me and she said
that she had someone a few months ago who made some substantial damage to the property,
she is scared that I will also make damages to the property (which this is completely untrue) We
received a call from [NAME OF TRAVEL PROVIDER]to say that the landlord no longer wanted to
let us the cottage and our holiday was cancelled. I have asked [NAME OF TRAVEL PROVIDER] am
I entitled for compensation the answer was no that in the T&C there would be no compensation
so I had to lose my holiday house which I was very upset. I managed to obtain another suitable
premises instead , but as it was booked very near to the date of the holiday, it was much more
expensive. I would like to know what are my legal rights in these circumstances? Am I entitled to
compensation for the extra cost which I had to book a different holiday house( £5000) or the
aggravation caused by this? should I take them to a small claims court? (EM – 23/7/10)
PLease can you tell me if the following things should be included in a package holiday.
1,baggage, 2. transfers? I recently booked a package online. They put the price up, then charged
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for transfers. Now the paperwork has come through I have no checked in baggage. At no point
was I given the option to book it online or over the phone so assumed it was included. I now
have been told to pay extra for it. Thanks (EM – 26/7/10)
I have a complaint about a holiday I have recently returned from. However, the company has
ceased trading and therefore are impossible to contact. The paper work we recieved from
[TRAVEL PROVIDER] informed us that our return flight from Majorca (Palma) was on the 23rd,
however after arriving at the hotel we found that this information was incorrect and infact the
flight was for the next day. Although we aer only a little out of pocket financially the inconvience
of it all was stressful espceially when we couldn't recieve help and advice from the company
whilst in Spain. (EM – 26/7/10)
Above name ([NAME]) in [NAME OF TRAVEL COMPANY] has made a mistake in our E-Ticket
(Flight to Phoenix Arizona from London Heathrow) on the 23rd of August 2010 till the 31st of
august 2010/ with [NAME OF AIRLINE]. the problem is that Myself and my family are going to
america because we need to get our passports stamped for a green card (At Phoenix arizona)
the travel agents has made a mistake in the timing in the planes. the passenger ([NAME]) has
different to the rest of the Family ([NAMES]) are flying at 8:40 but I am flying at 11:40 when i
should be with the rest of the family at the same time to sign any of the documnets there that
need to be signed. But the travel agents doesn't seem to understand our problem and are
unwilling to help us even though it is their problem and that there are seats avaliable on both
flights. this is stressing myself and my family out as we have spent alot of money for the ticke ts
and we have waited over 10 years to get our green cards. the flights we want both have
economey seats avalible but she is not willing to change the flights for us. all we want is to
change [NAME] flight to the 8:40 time as there are seats avalible and i have told [NAME] this but
she is not helping. i work on night shifts and all this stress is not helping me. i have been on the
phone to [NAME] all day yesterday and first t thing this morning. Also 2 months ago we booked
a ticket for my mother ([NAME]) for flights for Florida and Phoenix, but she was unable to travel
due to health reasons and even though we have sent all the required documents papers to the
travel agents and to the airline ([NAME OF AIRLINE]) but the travel agents have not sorted out
my mothers inquire about her refund money ( as she is an OAP) and she is still waiting, this is
causing her more health problems and we are getting fed up with this travel agency because
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[NAME] is not helping us or sorting out our problems and she has admitted that she and her
former employee have made a mistake but is not willing to help us out. she is asking us for extra
money but we dont want to give any more money as we dont have any more to give to the
travel agency. (EM – 27/7/10)
i booked a holiday as a group booking with [NAME OF TRAVEL PROVIDER] and now the lead
passenger has backed out and given the tickets, including mine to her friend. The friend has
gone into [NAME OF TRAVEL PROVIDER] and taken my name off and changed it to her friend's
name. I now have no holiday and have lost £386. [NAME OF TRAVEL PROVIDER] said they only
deal with the lead passenger. Any suggestions about what I can do (EM – 28/7/10)
i have paid a £424 deposit for a holiday with [NAME OF TRAVEL COMPANY], they have had the
money for 18 months and are refusing to return my calls or respond to any emails and
complaints i have made. i have saved hard to take my son on holiday and as a sinlge parent i
cannot afford to lose this money. i have been trying to contact therm for 5 weeks and still no
one is returning my calls. please can you help. the holiday had to be postponed due to illness
and breakdown of relationship however i was assured i could carry the deposit over for 12
months. we are nearing the end of that period and im still holiday less and penniless. (EM –
29/7/10)
Please help booked 2 weeks self catering holiday in Polperro Cornwall costing approx £900 (not
high season) supposed to be 3 star! only to find sub-standard accomodation. Have emailed
holiday company have had ludicrous response bordering on defamation of our character need
advise please (EM – 29/7/10)
In February I used [NAME OF TRAVEL COMPANY]to buy two separate one-way tickets for me to
fly from London to Glasgow and back with bmi in July. However in July I decided not to use the
first ticket, getting to Glasgow by other means, and emailed [NAME OF TRAVEL COMPANY] to
inform bmi so they could be green and use the seat for someone else even though it's cost was
non-refundable to me. Whilst in Scotland, I opened a reply from [NAME OF TRAVEL COMPANY]
which said: "We have spoken to the airline, who have confirmed that if you do not take the
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flights in the correct sequence they will cancel any remaining flights." This information caused
me great anxiety as I knew when I had bought the seat to London several months previously
that it was nearly the last remaining seat even at that early time. As it was high season, to allay
my anxiety, I was forced to immediately buy a train ticket from [NAME OF COMPANY] for £48.75
to ensure I could get home. This was also non-refundable. After I had so, I received an email
which showed [NAME OF TRAVEL PROVIDER] statement to be false and the flight was in fact
available to me. I now had two valid tickets to return home. I am out of pocket £48.75 and it
seems an unfair contract that an airline can cancel or have their agent categorically say they will
cancel a one-way ticket which is not part of a return ticket. There appears no rationality or
consumer legality in this at all. I have made no progress with [NAME OF TRAVEL PROVIDER] and
bmi have ignored my complaint to them. Can you help? (EM – 30/7/10)
I booked a package holiday last year through [TRAVEL PROVIDER], which was paid in full in April.
I am due to fly out on 10/8/10. I have chased [TRAVEL PROVIDER] on a number of occassion for
my tickets only to be told they are on their way. I chased again yesterday to be told that my
holiday had been cancelled. I have at no time cancelled my holdiay, [TRAVEL PROVIDER] had no
record of any cancellation, to the contrary had taken full payment. They say that [TRAVEL
PROVIDER] had cancelled it with no notifcation and that there is nothing they can do. Please can
you help and let me know what my rights are (EM – 31/7/10)
We have booked a holiday with [NAME OF CRUISE COMPANY] cruises via [TRAVEL PROVIDER]
(the travel agent) to go on a cruise to Canada and New England on the 16th September 2010.
booked on the 12th July 2010 and paid in full. When booking I asked for direct flights as I hate
airports and flying we were told we were flying on the 16th September to board the ship later
that day in New York and got a confirmation from the travel agent to state outbound flight 16th
Sept. Looked on [NAME OF CRUISE COMPANY]’s website for something else and noticed we
were booked into a hotel in NY on the 15th September (neither my husband and I have the 15th
off work and have booked ourselves into a hotel in Manchester on the night of the 15th ready
for a flight the next morning) so emailed travel agent asking why and after a lot of prompting
they rang [NAME OF CRUISE COMPANY] who said the flights were booked on the 15th on the
[NAME OF AIRLINE] Manchester shuttle at lunch time and then a flight out of Heathrow to NY
later that night with an overnight stay. It’s a nightmare scenario for me …. 2 flights 3 airports
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and 30 hours of hanging around. We have offered to drive to Heathrow to avoid at least one
flight but they say if we don’t show at Manchester they will cancel our holiday as a no show.
[TRAVEL PROVIDER] refuse to help in anyway and struggle to reply to my emails. I am convinced
they knew this holiday would start on the 15th September all along and were prepared to lie to
me to get my booking by which time it is too late to make changes. Any advise would be
gratefully received (EM – 4/8/10)
booked holiday through [TRAVEL PROVIDER] for 5 people flying with [NAME OF AIRLINE] our
party consists off 3 adults and 2 children under 11 tried to book hold luggage for 3 adults but
was told by buy [NAME OF AIRLINE] that all 5 of my party would have to pay!! I am absolutely
furious at this i understand that this is not a serious matter but my children are not going to use
that 20kg allowance can this be right (EM – 5/8/10)
my mother booked a coach trip to eastborne to depart on the 12th september 2010
unfortunately she was knocked down by a van…..there were four people inthe party my mum
and a friend and two young people were going as carers to help with luggage… i obtained a
letter from the hospital stating as mum had had a partial hip replacement she would not be fit
for travel….., obviously there was no reason for the careres to go and we phoned the travel co
up and cancelled and i forwarded the letter this was done some 32 days before departure. A
letter arrived on saturday and over four hundred pounds as well as the forty pounds deposit per
person has been retain ed i found this to be excessive and wondered if this is legal i would be
grateful of your advice (EM – 9/8/10)
We have booked a holiday with [TRAVEL PROVIDER],firstly it was wrongly booked by the
operator which was sorted after a fashion.Now they have sorted it out they have put 5 people in
one room which was to said at the time a 2 bed apartment was agreed over the telephone.But
when we downloaded the accomidation slip it said room? We have phoned them daily and been
ignored not contacted.There is no customer contact number and have to keep going through
the booking line number.Have spent hours on phone calls to this company and not getting
anywhere.We are not there yet and not really looking forward to it.This company is a shambles
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and cant contact someone to help us we dont knw what to do please help (EM – 10/8/10)
I HAVE BOOKED A HOLIDAY WITH [TRAVEL PROVIDER] AND I THINK THEY ARE NOT ABTA
PROTECTED, THEY TELL ME THAT THEY ARE ATOL PROTECTED IF ANYTHING HAPPENS E.G
COMPANY GOES BUST OR ASH CLOUD HOW WOULD I BE COVERED FOR ANY EVENT AND IS
THERE ANY INSURANCE I COULD TAKE OUT IF THEY WERE NOT COVERED PROPERLY. (EM –
12/8/10)
6 adults 2children booked holiday to Fuertaventura all inclusive 7 nights with [TRAVEL
PROVIDER] they are stuck in hotel who are demanding payment again and only 2 adults have
been given return tickets all the rest are singles. The company is ABTA bonded and they need
help and contact numbers to see what can be done. (EM – 12/8/10)
[TRAVEL PROVIDER] operating aslo as [TRAVEL PROVIDER] deducted £120.00 from my debit card
for an [NAME OF AIRLINE] flight from Belfast to Alicante which cost £118.31, depart BFS Fri17
Sept return fri 24sept, when i had went thru all the rigmarole of completeing my details…debit
card infor transfers from airport return……got to the end and site said total holiday money due
NOW, knowing that i did not have enough money in my account i left that paricular booking,
and would not have even entered into it AS ADVERTISE LOWDEPOSIT. However i went to look
for another holiday which i found departing BFS to Teneriffe (all inclusive) Depart BFT 20.12.10
for 7 days opted for it and site said secure this booking for £120.00 which i did, so can you
please help me why did they deduct the deposit cost of £120.00 and then tell be i am booked on
a flight i did not want to alicante, why would i book a flight with no holiday to do with it, PLEASE
HELP (EM – 13/8/10)
In June 2010 I took my family to the [NAME OF HOTEL] in turkey for two weeks. It was the worst
holiday I have ever experienced. I completed a complaints form at the [NAME OF HOTEL] and
was told I would receive a call within five days of returning to the uk. I never received that call
and so decided to put my complaint in writing (copy attached). I sent the letter by registered
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post and within 7 days received a letter from [TRAVEL PROVIDER] confirming had have received
my complaint and would respond with 28 days. that 28 days expired a week ago, I have tried to
call the [TRAVEL PROVIDER] complaint number but knowbody answers. I have never had the
need to complain about a service before and would be greatful if you could look at my letter of
complaint and advise me on what action to take next. (EM – 15/8/10)
I have booked a holiday with [TRAVEL PROVIDER] several weeks ago before checking the
websites, many notices and chats warning 'avoid this company at all costs'. I have received a
'hotel voucher' and a 'transfer voucher' from them for what I assume is confirmation of our
hotel room and transfers when we land. We have still not received our flight tickets with 2
weeks to go and I have been trying to call and email the company for 2 days with no luck of a
response. I am very worried and wanted to know what you sugest I do? I have tried all ways of
getting the hotel's telephone number to confirm everything with them also and there are no
details shown....the hotel is called [NAME OF HOTEL] Sharm El Sheikh. Please let me know what
you suggest is the best thing to do from here? (EM – 17/8/10)
We have booked and stayed in a private apartment in Portugal, we found the apartment a good
size and layout, but we found it dirty, there was dust and broken glas under the bed dust and
dirt on the terrace, the fan had collected dust and the cockery and cuttlery was dirty. The
advertisement said it had air conditioning, when we arrived we found it was a portable unit. A
knob on the cooker was broken and there was laundry in the washing machine not emptied
until 2 days after we arrived. Can i claim money back, or can I take legal action against the
people who's apartment it is? (18/8/10)
in June 2010, i went to Benidorm nd didnt get transfer back to the airport which i paid for I have
contacted the company on numerous occasions, rang the company wrote to head poffice as
they said they would give a full refund if we got a taxi and to forward the reciepts. Stiill havent
herad anything and don't think I will. just unsure where to go to next. (EM – 18/8/10)
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[TRAVEL PROVIDER] Has taken two lots of fares from our account but need 14 working days to
replace it . Is this not a long time ! The same company wanted me to scan my Passport to them
to veryify my [NAME] card . [BANK] said not to do this! [TRAVEL PROVIDER] asked again but I
refused to send passport details over tha internet!! They eventually sent the tickets without the
scan! Is this normal practise from your members? Thank ypu , (EM – 19/8/10)
I went on Holiday with [TRAVEL PROVIDER] in June. Prior to the holiday I booked and paid for
extra leg room seats. These were not provided and despite e mails and letters to the firm I have
heard nothing. What else can I do to get a refund? (EM – 23/8/10)
I booked to stay for 2 weeks in Croatia in June to go on Friday 27th Aug. It was booked
independantly and i paid EUR 280.00 less bank charges as a depisit. The remainder of EUR
100.00 was due to be paid on arrival. I am having to cut my stay to only 4 nights I have informed
them in writing of this and they said i have to pay for the whole 2 weeks even though i wont be
there. I cant afford to pay the remainder which is why i cannot stay for 2 weeks (i have recently
lost my job). Can they do this? They charged me origionally EUR 27.00 per night. I am paying
EUR 70.00 per night which i think is quite enough for a basic villa. (EM – 23/8/10)
Had a bad experience with [TRAVEL PROVIDER] earlier this year. Have written to them via email
several times, but only get readf receipts. I have had a telephone conversation with a complaints
clerk, who said they were putting something in writing to me a couple of months ago. Nothing
has arrived in the post from them. (EM – 24/8/10)
I WAS ONE OF THE UNFORTUNATE TRAVELLERS TO EGYPT ON JUNE 10th THIS YEAR. I HAVE
TRIED WITHOUT ANY SUCCESS TO SORT THIS ISSUES OUT BY MYSELF, BUT HAVE JUST BEEN MET
WITH EITHER TOTAL APATHY OR IN THE CASE OF [NAME OF AIRLINE] JUST IGNORED. (EM –
24/8/10)
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i arranged aholiday for eleven oaps to weymouth on the 28 of june 2010 , we recived bad
service from the start of our tour by the company being over 30 mins late to be picked up, some
of this group was disabled and one on oxygen standing in nuneaton bus station , the return
journey we had to put our suitcases outside the rooms at 7am then rush breakfast to on the
coach at 8 45. (EM – 24/8/10)
arrived on hol sat no caravan been let to someone else had to come home agent cannot get
hold of owner what is next step to get my money back (EM – 25/8/10)
Good morning im woundering were i stand on my holiday entitlement as i have booked all
inclusive 4* and have paid 360 for a week the hotel i have just had confermation of my hotel
wich is priced at 12.50 per night as we have paid all this money are we entitled to complain or
get the accomadation changed ? (EM – 25/8/10)
My query relates to a private rental of an apartment in Tenerife.I have paid a deposit of 300
pounds and booked flights for a month next Feb.The apartment I booked was rented by me last
year.The owner has changed the terms we discussed,expecting us to go through another
occupied area to gain access to laundry and sunbathing.We specifically told the owner that we
would not book under these arrangements and he assured us that would be ok.Now he has
reneged on this and friends of his will be using that area for the whole month. Do we have any
rights in this matter as we have cancelled ouir holiday and he is keeping our deposit. (EM –
31/8/10)
Me and my wife had a terrible experience with [TRAVEL REPUBLIC] - tour operator with regards
to booking of tickets. I would be grateful if you can advice us in this issue. I have sent you copies
of letter we had sent to the trading stanndards and to [TRAVEL PROVIDER]. (EM – 6/9/10)
I booked a hotel through [TRAVEL PROVIDERS], I had to cancel this which I did within the time
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scale, it states on [TRAVEL PROVIDER] website that you have to contact the hotel directly if you
want to make a change or cancel, I did this, but the hotel still charged me 100.00 for a no show, I
contacted them to say Ihad cancelled and wanted my money returned, but they said that I have
to do this through the agency and will not give me a refund, I have sent several emails and had a
lot of phone calls with them to no avail, can you please advise me if there is anymore that I can
do to get my money back. (EM – 6/9/10)
I am having problems with [TRAVEL PROVIDER] it is impossible to contact them by phone I have
sent several support messages and received a couple of acknowledgements but nothing has
sorted the query out all i need is for someone in authority to speak to me and the matter could
be sorted out in a few minutes how can I achieve this Many Thanks (EM – 9/9/10)
I'm contacting you with regards to a really disappointing experience when buying a holidays
package with [TRAVEL PROVIDER] tour operator recently. Indeed I bought a holiday for the past
August bank holiday (28 Ago - 1 Sep 2010) only to find out the day before flying it had been
booked for the same dates but for 2011 instead!! Of course this is something that never came
to my attention, nor do I remember having selected the year I was travelling at any point of my
online booking or having been notified on the mistake by any of the travel operators I spoke to
on the previous days of my supposed departure who I contacted to in order to confirm my flight
timetables as indeed I was very worried of not having received a flight confirmation despite the
flying out date was approaching fast (please read through the attached file named [NAME OF
TRAVEL PROVIDER] emails for further reference). So clearly a mistake that slipped through
everyone's attention being the flight airline the only ones who picked up on it (the expire date
on my ID card is July 2011 so it was giving error all the time when trying to type in my personal
details). I did contact the Tour Operator right after the shocking news really hoping it was a
mistake that could be solved. Since my flight out date was the day after they said there was
nothing they could do about it. So I could either cancel or keep it for next year. Obviously the
last was not an option as I can not foresee what life would be like in a year time!! So I did
cancel it on the same day of the very disappointing findings just to learn considerable
cancellation charges were to apply. While I understand cancellation charges apply on normal
circumstances when cancelling close to the departure date, I deem them extremely unfair on
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this very occasion. So I wrote the attached complaint letter with a clear description of the very
unfortunate events prompting them to please also investigate the clicks I made through my
online purchase as indeed I never chose the year I was travelling. So I was under the clear
assumption it was 2010 and therefore 2011 may have come up as a default at the moment of
my online purchase.At this point they've refunded part of the total after new errors on their
system (please read on [NAME OF TRAVEL PROVIDER] refund doc attached). However I've not
received any response or feedback on the complaint letter. So it'd be much appreciate if you
could please advise on what I should do next. Thanks in advance for the time to read this and
for your advice. (EM – 9/9/10)
i have booked what I though was a late deal online only to be contact and told it was a [TRAVEL
PROVIDER] holiday and I cant tralve as over 35 and cant get my money back. i booked in good
faith and entered the ages of all my part at time of booking and this was accepted and they took
my money but now they say the holiday is invalid but surely if it invalid they cant keep my
money. i am only wanting to use the flight part of the holiday as have alternative arrangements
the flight is not [TRAVEL PROVIDER] so cant see why they cant convert the booking to flight
seats even at a small fee to myself but they wont do this when i called call centre both customer
service agents said this is a problem that is causing alot of issues as website is unclear yet it still
remains unclear and they are still letting people book in this way. i was als o told not to book on
webiste as i was obviously uneducated not what i wanted ot hear (EM – 14/9/10)
We booked a holiday on line with [TRAVEL PROVIDER] on Thursday 19th august @ 22.36 and
paid for their insurance. We should have flown Sat 28th August but unfortunately our Mother
passed away on saturday 21st August. On 24th August we contacted [TRAVEL PROVIDER] to
inform them of our tragic news & that we would have to cancell our holiday because of funeral
arrangements etc. they of course told us we have lost all of our money. they did not send us a
policy & now we dont know what to do as we fell we ought to have some money back under the
circumstances.Can you advise please (EM – 14/9/10)
I recently ( 5/09/10) booked a weeks holiday online with [TRAVEL PROVIDER] in Greece for 7
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nights begining 23/10/10 but although they gave me flight details when I booked and paid in full
( near £2000) my confirmation e mail said hotel only. I tried to call to query this but it was a
sunday and had to wait until monday to contact them in person. They wanted another £780 for
the flights which I did not have so had to cancel booking of holiday. They reimbersed me a week
later but charged me near £500 (25%) which is extortionate as hotels normally dont charge for
cancellation in advance and only charge one nights stay if you cancel at the last minute. In this
case they had plenty of notice. Reading the small print it says cancellation is 25% but as this was
an error of mine because of [TRAVEL PROVIDER]'s misleading website and was cancelled within
24 hours is this legal ? The person on the phone for [TRAVEL PROVIDER] was very unresonable
and rude and did not have any sympathy to the error. Any advice would be appreciated. (EM –
14/9/10)
booked 2 luxury suites with [TRAVEL PROVIDER] at [NAME OF HOTEL] Malta not only is this hotel
completely misrepresented in their online blurb we were told we only had standard rooms - it's
a very long story BUT we called [TRAVEL PROVIDER] from resort as hotel insisted [TRAVEL
PROVIDER] had only booked us standard rooms where we had paid for suites! [TRAVEL
PROVIDER] left message on a missed call saying they were trying to get it sorted or another
hotel as ours fully booked & would call the next day - we are STILL waiting for that call. Have
compiled letter to send but could use some help. (EM – 20/9/10)
Just after some advice. We booked two villas and wedding through a Cypriot company for
October 2011. We paid £1000 deposit and a month after booking found out my partners father
is dying with cancer. Due to this we have had to cancel the wedding next year and bring it
forward as a last minute wedding to next month so that he will be there. I emailed the company
we booked through and explained all this and they wont refund any of the deposit or transfer to
another villa so we can at least get a holiday out of it next year rather than losing all the money.
They are not prepared to do this and said all they will do is allow us £200 of the deposit paid
towards the villa still leaving a balance of £1200 to be paid. Are we able to claim through our
holiday insurance or do we just have to accept we have lost £1,000 even though we have given
more than 14 month notice of cancellation. I look forward to hearing from you (EM – 21/9/10)
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booked hoilday with a travel company for the family needed to cancel the flight for two of our
party due to falling pregnant and the due date as being when we are away [NAME OF AIRLINE]
have told us that we cannot cancel and must pay the full fare even though we have given 8
months notice this is not fare (EM -5/10/10)
On 31st October 2010. I booked a holiday with [TRAVEL PROVIDER], and when I had paid the
holiday I decided to add an extra passenger onto the Holiday i spoke with an adviser in the office
and he got me a price for the additional person. He advised he would cal me back and I didn’t
hear from him I tried calling a few time and he was on a call which i understood as this was a call
centre however when i did get him a few days after I asked him if everything was ok with adding
the additional person on. He took my bank details to take payment of the holiday and said I
would receive my travel documents over. I received these the following day and there was no
additional passenger on the booking and no money had been taken from my account. when I
called to speak to him he was on holiday for a week and i got his colleague wh o checked
everything out and advised that the additional passenger couldn't be added on as there was no
more room on the hotel and advise a hotel they could offer us but at an additional £135.00 onto
the cost I had been given, I wasn’t happy with this but went ahead with the booking ad gave
them my details, they have only taken the money for the flights for the additional passenger and
have not taken the money for the accommodation i have been calling the office for over 10 days
and have spoken with the manager and they keep advising someone will call me back, I
eventually got someone last night who has said that payment has reached there bank account
and that I have aid the accommodation and that it might just not be showing on my bank
account yet. I called my bank just to double check even though I knew it should be showing as
pending if that was the case and the person at the bank advised there was nothing pending on
my account. I am however worried in case this child has not been booked on as all inclusive or
she may not even have a place in the hotel. (EM – 15/10/10)
We purchased 5 tickets to South Africa on what is known as a code share. This is with BMI
[LOCATION] to Heathrow then [NAME OF AIRLINE] to South Africa. We realised on 1st October
that our daughter in laws passport is in her maiden name.[TRAVEL PROVIDER] who we booked
with have been dealing with this matter since then and we have been intouch constantly. It
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seems one of the airlines will not change the name and our daughter in law may have to travel
on her own which is unacceptable as she has a child 2yrs old She is South African and has her
indefinate leave to remain in her maiden name, she cannot apply for Nationalisation as the
process can take up to 6 months and we go in February 2011. I believe an ombudsman got
involved in a case similiar and resolved the matter.I hope you can advise as time is going on and
the stress it is causing is unbearable. I am giving the company time but as time goes on the
matter is becoming a bigger problem with regard to seats on flights. I thank you for your time
(EM – 18/10/10)
My family and I travelled to Malaysia and I booked all my travelling details through [TRAVEL
PROVIDER]. When returning we missed a connecting flight and were unable to get home. The
airline we were booked with did not have any other flights scheduled for the whole night or the
very next day. After making numerous calls to the travel agent ([TRAVEL PROVIDER]) on the final
attempt of calling I was placed on hold for approximately 15 minutes and then the call was
terminated by the agent. Throughout this I incurred a huge phone bill. At this point, I had no
choice but to eventually book a brand new flight to ensure my family and I got home. By now we
had spend an entire night and nearly a whole day in the airport with our luggage. This
experience restricted our movement and caused us as a family to take turns in eating or go ing
to the loo with our children. There was no way of speaking to a member of staff from the airline
we were booked with, because they we not operating throughout the night or the following day.
After compiling my expenses and putting my complaint in writing. [TRAVEL PROVIDER] is
reluctant to help and still refusing to take responsibility. Please note that the number [TRAVEL
PROVIDER] provided me to call was on was an 0870 number and when trying to dial the 0870
number from Penang it did not work internationally from either my mobile or the Hotel land
line. Please advice on where to go from here, as my family and I are set back financially on
unnecessary spending and would like if not all, some monies returned. (EM – 18/10/10)
I get married and go away using [NAME OF CRUISE COMPANY]s on Wed 17 / 11 / 2010 .I am
very angry that i have not got my tickets for the cruise which should have been out 4 weeks ago.
The telephone support is next to none ( just put on hold and costing me money ) You keep
sending me out about more cruises and i haven't went on my first one. This will be the first and
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last holiday i will have with this company and will be passed onto family and friends. The holiday
has been paid months ago and when i paid EVERYTHING from your company has stopped ,
FUNNY THATS PROBLEY HAPPENS TO MOST CUSTOMERS. I will be expecting a phone call and my
tickets very shortly if it not too much problem THANKYOU. (EM – 31/10/10)
saw a holiday on line,through [TRAVEL PROVIDER] rang the number and booked over the phone
paying a deposit of £50.00 pp £200 in total was told if i cancelled i would loose the deposits and
if i cancelled inside the 12 weeks of holiday i would have to pay the full cost of the holiday. i had
to get in touch with them to send me clarification of the holiday booked which they did but
thats all i got. i had to cancell this holiday but they are saying i have to pay them £157.00 as it is
in the terms and conditions i havent seen any terms and conditions so were do i stand on this
matter, waiting to here from you. (EM – 2/11/10)
I have recently bought two flights tickets to Cairns Australia from [TRAVEL PROVIDER].The agent
who sold me the tickets did not tell me that the Q class tickets were promotional and barred me
from collection airmiles or the opportunuty to upgrade if we had wanted to. We lose out on
double airmiles which were offered to me by my membership of the [NAME OF CLUB] and which
were considerable considering the long haul flight.. I have complained to the Senior Consultant
on the basis that his agents should be fully informed and pass on full information to would be
travellers. I checked with the airline company ([NAME OF AIRLINE]) what their procedure is with
promotional tickets and I was informed that their Website from which travel companies buy
tickets explained the terms and conditions of these promotional tickets. I feel che ated by this
company for not giving me full information so that I could consider alternatives., They have
offered to rebook the tickets to another type of economy ticket but this will cost over £500. is
there any thing I can do to get the company to put this matter right ie offer the rebooking at a
much lower rate. (EM – 3/11/10)
I would like advise on a [TRAVEL PROVIDER] Wedding Package we booked, we paid an extra £15
as it states on their website you are able to choose your seat numbers, we wanted seats with
extra leg room so paid another £30 each and were still not able to choose the seats when nwe
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board the flight the seat my partner was givenn had restricted leg room because of the aircraft
door, we complained and was told that was an extra leg room seat, a couple on the opposite
side also complained and they were moved. On the return flight home we were given aisle seats
when we complained again we were told these were classed as seats together, again a couple at
the side of us stated they had asked for seats together and were informed there were none and
were put in aisle seats. I have written to them and received a letter back on the 19th Oct ober
informing me they have done everything correctly and have offered a £50 refund in the form of
a cheque and a £100 voucher, I emailed them on 19th informing them there was no cheque and
if the voucher could be used on flights as I would not be booking a package holiday with them
again, to date I have not received a reply I would like advice on where I stand, I have contacted
Consumer Direct who said they would inform Trading Standards and suggested I contact Abta
(EM – 4/11/10)
Booked flight on line with [TRAVEL PROVIDER]which took me to the [TRAVEL PROVIDER]
Website. Proceeded with booking and payment then after I pressed continue, a warning
appeared Technical Error with a telephone number on the screen. I dialled this number and a
lady said I cannot access live bookings to see if you are booked and gave me a number to call
[NUMBER] as they would be able to see if the booking was active. I then called this number and
got through to [NAME] who looked on the system. She asked for my name [NAME] commented
there were a few then she took my postcode and I told her where we were flying to. She then
informed me I was not booked on this flight. She then said do you want to check that your bank
have taken payment I said I was using my husband’s credit card and it was not possible at tha t
moment. She then proceeded to rebook on the same flight only to find they had all gone. She
then came up with the alternative flight although twice as much. She booked me on this flight
and said a confirmation email would follow. Ten minutes later she called to see if I had received
the email. I checked and said yes. However when I checked my booking, it was the first flight
which I was told by [TRAVEL PROVIDER] I was not on! Her manager [NAME] became involved at
this point and said [TRAVEL PROVIDER] will not refund the money for the alternative flight but
we could have a refund from [TRAVEL PROVIDER]. I did not agree that I should pay more for
flights due to a Technical Glitch on their website which later became it was my computer at
fault. I never received the email confirming the [TRAVEL PROVIDER] flight either. When I looked
at the website later the flights were still available so they were not all sold as previously advised.
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Had these been double booked then I would have stood a chance of a refund but because it is a
different airline they will not refund me for their system error. (EM – 5/11/10)
Me and my friend went to Kavos Corfu with [TRAVEL PROVIDER] booked via [TRAVEL PROVIDER]
in September 2010. Whilst abroad we was told about [NAME OF EVENT] held in England in NOV
2010, by our [TRAVEL PROVIDER] [NAME OF TRAVEL PROVIDER] hotel reps. Me and my friend
both paid £45 each deposit via a event booking form in Corfu and was given the duplicate copy
for receipt. We was told we would recieve confirmation via post for the booking and we need to
pay £105 each by the 1st October as this was the final payment date. The deposits were taken
out of both our accounts however we recieved nil confirmation therefore had no reference
number only a form number. We were both calling to pay our remainding fee a few days before
and up to the 1st October but were but on hold for over 30 minutes several times over the few
days and we were calling 0844 nu mbers off mobiles and working at the same time. However
the recording stated we could pay online using our reference number which we never recieved
so we could not pay online our only option was over the phone but we could get no answer.
Therefore we never got to pay our fee by the deadline so we were unable to attend the event
that we paid our deposit for and was excited about attending with friends. My friend emailed
[TRAVEL PROVIDER] and explained the situation and requested a refund of our deposits
however this was declined as it was non refundable and we didnt make the payment date so our
payments or rooms could not be processed we explained we were unhappy with this situation
and the service we recieved and they could only apologise. Today 8/11/10 I called the [TRAVEL
PROVIDER] and requested a refund again of the full £90 between us and explained the
unfairness and that we were very unhappy with the service as we use [TRAVEL PROVIDER]
regular for our tour operators abroad. The decl ined this again and could give no explanation as
to why we didnt recieve confirmation however was told there was nothing they could do to help
us and only apologised again. They couldnt give me any constructive reason as to why we wasnt
allowed our money back. I am very upset regarding this as I am missing a large social event with
our friends through fault of [TRAVEL PROVIDER] [TRAVEL PROVIDER]. Is there anything I can do
regarding this situation? (EM – 9/11/10)
booked our flights from [TRAVEL PROVIDER] for a one way ticket to wellington NZ. arrived in
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auckland and was told that no flight bookings were made for flight to wellington. contacted
[TRAVEL PROVIDER]who said to book seats and they would pay. did this, now 3 months later and
with several e-mails and letters they are not responding. (EM – 10/11/10)
On 6th November 2010 I attempted to book a hotel in Rome for 8-12th November 2010. I tried
to pay with a [NAME OF CREDIT CARD] card and it would not go through. A red box came up
saying the card was not accepted. I closed the window and did not proceed any further. I
received no emails from [TRAVEL PROVIDER] confirming the booking. I contacted my mother
and she made the booking for me in my name using her credit card. She received confirmation
emails fand these were forwarded to me as well. (itinerary number [NUMBER]) When I arrived
at the Rome hotel I was notified that they had 2 bookings for me. When I checked my bank
account the full cost of the room £312.32 had been debited and my mother has paid for the
other room on her credit card. As I am in Rome my mother has been in contact with [TRAVEL
PROVIDER]. She has made numerous phone calls and sent lots of emails. She finally managed to
get a second itinerary number [NUMBER]. They attempted at one point to say as the hotel
would not refund the cost they would not do anything. They will not accept any responsibility at
the moment and I am so frustrated with them. I have spoken directly to the hotel manager and
they have agreed to only charge for one night which is about £75. I feel I am not liable for any
costs but [TRAVEL PROVIDER] are being very slow in doing anything about this and have not
agreed to refund anything at the moment. (EM – 14/11/10)
My wife & I and two friends booked a holiday in the Algarve with [TRAVEL PROVIDER] traveling
on the Monday,27 September and returning Tuesday, 5 October 2010. The holiday was booked
over the internet on the 6 April 2010. We stayed at the [NAME OF HOTEL] and had an enjoyable
holiday until the day of departure. We arrived at Faro airport at 18.30 for our return [NAME OF
AIRLINE] flight [NUMBER] to [LOCATION], which was scheduled to depart at 20.45. However, we
were informed by [NAME OF AIRLINE] that the flight had been cancelled in June and our travel
agent, [TRAVEL PROVIDER], had been informed by them of the cancellation byno later than 6
July. [NAME OF AIRLINE] further advised that they could not contact us directly about the
cancelled flight as [TRAVE;L PROVIDER] had not provided them with our contact details. A flight
was not scheduled to [LOCATION] with [NAME OF AIRLINE] until 9.30 the next day, Wednesday,
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6 October, and only two seats were available. Therefore, two of our party would not be able to
fly to [LOCATION]until 9.30 Thursday, 7 October. We tried other carriers but flights were not
available. We contacted [TRAVEL PROVIDER] emergency number but their representative could
only log the call and could not provide any advice or assistance. I noticed an [NAME OF AIRLINE]
flight to Gatwick was leaving Faro that evening and [NAME OF AIRLINE] agreed to transfer our
tickets to that flight at no cost. We arrived at Gatwick at midnight and hired a car one-way and
arrived home about 7.00 on Wednesday, 6 October. I made a claim for loss & expenses to
[TRAVEL PROVIDER] on Friday, 8 October, which was acknowledged by e-mail & letter.
According to ABTA regulations they should have made an offer by Friday, 5 November. I wrote
to [TRAVEL PROVIDER] on Monday, 8 October informing them that I was disappointed that I had
not received their offer by the 5th, and advised them that if I have not received their offer by
noon Friday, 12 November I will refer the matter to ABTA. On Tuesday, 9 November I received a
letter sent 2nd class and dated 5 November from [TRAVEL PROVIDER] stating that they had not
had a reply from the supplier (I assume they mean [NAME OF AIRLINE]) and they hope to reply
shortly. I wrote again on Tuesday, 9 November noting their comments and expressing surprise
that [NAME OF AIRLINE] had not responded as the [NAME OF AIRLINE] representative had all
the relevant information on her terminal at Faro Airport on the 5 October. I again informed
them of my deadline of noon Friday, 12 November. I still have had no response and I am looking
to refer the matter to ABTA. While looking for ABTA's details I noticed your website and would
be grateful for your advice. (EM – 17/11/10)
[TRAVEL PROVIDER] have taken a booking and full payment for a holiday in December. I have to
date not received a single confirmation or itinerary from them. Indeed I don't even know which
date I am flying. I have called and emailed but have got nowhere. (EM – 22/11/10)
i booked a holiday online with [TRAVEL PROVIDER].com in error i booked from [LOCATION]
instead of [LOCATION], within 5 mins i phoned the company and spoke to an advisor and was
informed the flights were the only things i would not be able to change unless i cancelled the
flights lost my money and re-booked them from [LOCATION], could you please give some advice
(EM – 27/11/10)
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The complaint i have is with [TRAVEL PROVIDER] holiday on may the 22/5/10 according to my
paper work we should have flew out on that date at 15.45 but when we got to the airport in
[LOCATION] our flight had left at 6 in the morning. we had booked this holiday in September
2009 the flight time had changed and they failed to inform us. so we lost days holiday. we flew
out the next day, having to stop at a hotel over night. When we were there we were unsure if
we had a flight back home which spoilt the holiday al week. in the mean time we have been
reimbursed for extra cost which came out of our spending money for our holiday. But we have
been told we are not getting any compensation for the lost of holiday and stress it had coursed
us. we would be grateful if you can help us in any way. (EM – 27/11/10)
Hi Please could you advise. I booked through [TRAVEL PROVIDER] for a party of 5 to go to New
york in Sept 2010. Everyhting was fine until we tried to catch our flight home with [NAME OF
AIRLINE]. We had been told we could request our seats by [TRAVEL PROVIDER] and would be
seated together. On approaching the check in desk we were advised we were on stand by and
the tour operator had over sold the flight and would have known this. Also [NAME OF AIRLINE]
could not do anything about it, We did eventually get on but would be split up over the plane,
my wife who does not fly well was caused some distress by this. I have been back and forwards
with [TRAVEL PROVIDER] since ny return in September wanting an explanation. They at first
more or less said itwas exaggeration from us and because we got on the flight we did not really
have a problem. We w ere alos offered £30 e vouchers which I declined, I found it rather
insulting and felt it was a brush off. [TRAVEL PROVIDER] are still saying it is not their fault. My
point is how many other people ar sent on these holidays paying over £3000 and if there is or
could be a potential problem [TRAVEL PROVIDER] seems to get away with it by passingt on to
the Airline. Or now in this case the [COMMENTARY]. They are now advising they can not deal
any further with this. (EM – 27/11/10)
We booked a 2 week holiday and half way through we was told by some of the guests not the
hotel that it was closing due to refurbishment . When we checked at reception we was told that
it was not shutting but then the other guests checked again and it was. The hotel company
should have Known this was happening before we booked. (EM – 28/11/10)
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Having written several emails to the holiday company I had booked through who was ABTA
registered and having no response to my holiday complaints I contacted ABTA with detailed
information. However, ABTA have now responded saying that our booking was put in the hands
of a third party who were not ABTA bonded and therefore ABTA now say that they cannot help
me. I would not have booked this holiday if I had known that the holiday was not ABTA
protected. What should I do now. (EM – 30/11/10)
My flight number to Mumbai is [NUMBER] which leaves [LOCATION]at 08.45am on Saturday
04/12 but whilst the majority of the party travels on to Cochin at 1.00am on 05/12, three of us
have been booked on to a later flight meaning a 6 hr wait at Mumbai airport. This is
unacceptable when this was meant to be a group booking and it appears that the travel agent
did not book the flights properly but still took the money and didn't ask the customer if it was in
order to book various members of the group on different flights. I paid for my trip in good faith
believing that group tickets had been booked but discover 3 days before my flight that this is not
the case. Please can you investigate the actions of the travel agent as I feel that they have taken
my money and not booked the flights that they were paid to do. The agent was also very rude
and unhelpful when questioned about this leaving me concerned about the remainder of my
booking and field trip that I have to attend in order to get my degree. (EM – 1/12/10)
I need urgent advice regarding ticket bookings with [TRAVEL PROVIDER]. I have been
continuously let down by them. I had boked a combined holiday/flight as a present for my
girlfriend and subsequently needed to change the date to a later booking. I phoned [TRAVEL
PROVIDER] (high rate phonecalls - this call lasted an hour to start with) and they said they could
change the date. I asked for 10th -13th Feb. They checked with the hotel and said that was fine
it could be changed. They checked with the flight ([NAME OF AIRLINE]) and said that could be
changed but there was a no refund policy and I'd have to pay a further £248 for the new ticket.
This flustered me as this nearly doubled the cost of the holiday but I agreed. The booking was
made and the call ended. 5 mintes later I got an email from [NAME OF AIRLINE] confirming
flight tickets for 10th-13th JANUARY. I emailed them back instantly and sent [TRAVEL PROVIDER]
an email which received an automated response promising action within 6 hours. I had nothing
that day. Three days later and three expensive calls later I finally got an answer from a
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representative who said they had listened to the phone call and they agreed I had asked for the
February booking but that the rep had twice asked me to confirm the date and (I presume) had
said January' though as I was quite upset at the time over the new fee and the line was poor
(the rep noted this in the phonecall) I may have agreed only hearing the date not the month. I
remember at the time asking her to confirm that the flight left Thursday and returned Sunday
which I think she agreed (impossible if it was bookedfor January) and certainly didnt invoke a
query from her. [TRAVEL PROVIDER] are denying any responsibility and saying I wll have to
rebook (presumably losing more money in the process). So far I am £548 down (all paid to
[TRAVEL PROVIDER] by Debit Card) and no holiday booked. I told them I wanted to speak to a
supervisor - she said the supervisor was busy but they would review it and get back to me within
48 hours. I said if I didnt hear (so far NO-ONE has ever got back to me - I have had to call myself)
I would contact the Ombudsman and trading standards without further warning. Can you advise
me further? (EM – 5/12/10)
Having great difficulty in trying to contact [NAME OF AIRLINE] to print off a boarding pass via
details from their flight confirmation sheet. When web page accessed - advised flight details
'Invalid' and they deny all knowledge of my having booked (and paid) for this flight on 7th Jan
2011. Please can you advise me what to do ? yours sincerely, (EM – 10/12/10)
Holiday Disability Claims:
In addition, however, he [THE JUDGE] was flabbergasted at the way [TRAVEL PROVIDER]
mishandled my complaint, as well as the way in which they failed to make reasonable
adjustments for disability. I have never heard "unsatisfactory" repeated so many times! (EM –
28/3/10)
Im not sure if you can help i booked a [NAME OF NEWSPAPER] holiday and attached a piece of
paper saying we have a wheel chair bound person in our party, we phoned to pay the park the
outstanding amount to which we was told that the [NAME OF NEWSPAPER] had not passed on
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deatil of this and therefore they couldnt accomadate us. We have been in touch with the [NAME
OF NEWSPAPER] who now are refusing to give us another holiday or a refund as they say they
havnt got the paper, there is nowhere on the booking form to add these details so you have to
put on seperate paper. Can they just refuse to give us an alternative or refund just beacuse they
didnt pass on that we had a wheel chair bound person. I cant sdee how they can get away with
it, i feel like there discrmintating coz we have a wheel chair. Please tey and help as im at the end
of mt tether as they wont help and my in laws wre looking forward to this trip as they havtn
been away in ten years since she had her stroke. (EM – 29/4/10)
I wrote on behalf of my brother who has [MEDICAL CONDITION] and [MEDICAL CONDITION]
who they allowed to book a one way ticket to San Diego when he attempted to go and see our
brother. i enclose a copy of the letter sent. There reply was stating they where carrying out their
duty! i would appreciate your advice as I do not feel they carried out there duty. How was he
expected to return should he had successfully passed his application for a esta?, which he was
declined.I am aware that there are some elements of life that enables him to function as best he
can but, he is very vulnerable and open to suggestion easily and does not have the capacity to
retain information unless it is repetatively given. (EM – 2/7/10)
Monday 12th July for £3300. I stated paying off £1000 a day from Saturday 10th, Sunday 11th
and I was aiming to pay the reminder of the balance when I got home from work on Monday
12th July. When I got home on Monday 12th July I had an e-mail from [TRAVEL PROVIDER] to
[TRAVEL PROVIDER]te they had taken the remainder from my bank account on the morning of
12th July without my permission. This was not the bank account I was paying the balance from.
As they rightly point out I had signed an agreement for them to do this. My complaint is that a
reminder courtesy e-mail from them to [TRAVEL PROVIDER]te they were going to do this by end
of play on Monday 12th July would have been common courtesy, also they charged me 2.9% for
each £1000 paid on my debit card. Also as stated previously I have been e-mailing them since
11th May regarding the hotel providing a wheelchair as of today they have still not given me an
answer. I have also requested they send me their Service Level Agreements and Customer
Response time and again I have not received these. Could you please let me know what rights I
have as I feel that they are quick to take the money but will not respond to any of my requests. I
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work in the Service Industry and this is absolute appalling service. I feel as a mother of a
disabled child I am being discrimated against. (EM – 19/7/10)
i would like your help i have been trying to sort out with [NAME OF TRAVEL PROVIDER] claiming
my holiday money back as they said the hotel we were at was suitable for the disabled when we
got there it was not. i spent 3days in my room then they moved us to another hotel the first
words spoken to me was WE DO NOT CATER FOR CRIPPLES that was by the receptionist. i had to
have all my meals in my room as no access to restaraunt i enclose letter which i first sent to
[NAME OF TRAVEL PROVIDER] (EM – 28/7/10)
have booked a nile cruise through "[TRAVEL PROVIDER]". Stipulated at the time that because
one of our party has mobility problems needed a boat with a lift. They advertised such a vessel
and we booked on that boat. subsequent correspondence has revealed that the boat operator
can neither confirm that any of their boats have lifts and even if they did it could not be
guaranteed we would be put on one! Agent has been procrastinating trying to find another boat
with a lift. We have subsequently been independantly advised that no nile boats have lifts. I
have requested a refund of deposit. They are not happy and said that even if they could not find
another boat to accommodate us we would have to wait for them to get theur deposit back
before they would pay us! This does not seem right. Our contract is with the agent not their
supplier. The agent is "[TRAVEL PROVIDER]" If they do find another boat with a lift do we have
to accept it? if they can't find another boat ddo we have to wait for them to get their money
back? before they refund us. I would stress that we made it absolutely clear from the start that
we neede a boat with a lift. Thanks for your help. (EM – 4/8/10)
i thought i had carefully planned a 2week holiday in spain for myself and my 3 girls,i also needed
to bring their father(we have been apart as a couple for 8year)as a helper to assist myself with
lifting and swimming,as one of my girls was born with quadraplegic cerebral palsy,and is
physically 9 months old.i booked with [TRAVEL PROVIDER],i explained the only requirement
really needed was a walk-in pool, the sales advisor assured me that [NAME OF HOTEL] was walkin,as he had been a kids club rep there. i paid 1,448.00 for 2weeks self-catering as we had family
in belamadina,(which we thought of staying with,but they also never had a walk-in pool.)flights
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and accomadation,plus separate insurance for my daughter. we had to lift my 11year old
daughter onto the shuttle bus,which the advisor thought would be wheelchair accessable,lift her
from the wheelchair to her seat halfway down the plane(he said all wheelchair passengers are
seated at the front)all awkward but did not dampen our holiday….. until we looked out of our
hotel window to see that the pool was not walk-in at any end.i waited until the next day
because the rep was not in,when he was he told me he would have to speak to the rep i booked
with before he could change hotels to meet the requirements we thought we had. unfortunetly,
the rep was on holiday,so nothing could be done until they had spoken,a week into our holiday
after many tearful days from my daughter,the rep had spoken to [NAME],but he said he never
said he worked their or that the pool was walk-in,another rep also said that she had emailed the
hotel to check but must have emailed the wrong hotel.we were not moved,on coming home i
done everything that i was advised to do,write everything down that was discussed, i also had
their dad with me when booking the holiday . [TRAVEL PROVIDER] have offered 300pounds in
compensation, i am unsure if i should accept this offer, i am hoping you may be able to give me
some advice. we went on 7 may-21 may, fuengirola beach,co[TRAVEL PROVIDER] del sol. (EM –
5/8/10)
because of our holiday mishap,i booked a caravan holiday at [LOCATION] ,once again i phoned
before booking,asking about their facilities,the customer services phoned through to the pool to
ask,i was informed that their was large family changing rooms, i explained my daughter needs to
be laid down to be changed,i was told the had no splinth(mini hospital bed) so i explained that if
i purchased an airbed or exercise mat,would their be room to lay that down in order to make
swimming possible for my daughter [NAME]. i also explained about our recent holiday
experience,i was assured that [NAME] should be able to get changed and into the pool. once
their family changing was a slightly bigger than usual cubicle,their was a disable toilet, but also
did not have the space required to safely change my daughter. no matter how much
planning,phoning ahead to check facilities, paying the same as everyone else, we end up not
being able to do things as a family due to being misin formed, i look forward to hearing from you
and hope that you are able to give myself the advise i seek, (EM – 5/8/10)
At the time of booking our holiday my husband notified the travel company that I was disabled
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and had difficulty with stairs. This was noted on our booking form and invoice. My husband was
told that the hotel had a lift and we were booked into a ground floor room, however at no time
did the sales person taking the booking advise him that the restaurant could only be accessed
via stairs either through reception or through the garden. From our room via reception there
were 3 flights of stairs consisting of 3 steps up, a flight of 8 steps down and a further flight of 6
steps down. From our room via the garden there were 4 flights of stairs + 1 step. The flights of
stairs consisted of a flight of 3 steps, a further 2 flights of 5 steps each and 1 flight consisting of 4
steps. Obviously to access the restaurant we had to use whichever route twice (there and back).
Nowhere on the hotel description/literature did it mention that this hotel maybe unsuitable for
guests with walking difficulties. I also have problems with my sight, and could not go to the
restaurant through the gardens at night as the lighting was poor and the paths were uneven and
overgrown with shrubbery. Although this route presented fewer steps this was not a safe option
at night. We complained to our rep who suggested we move to another hotel. We agreed,
however we had to pursue this move almost daily and it was not arranged until 2 1/2 days
before our departure. We had other problems at the new hotel and had to change room 3 times
in 2 1/2 days. The problems with the stairs caused me a great deal of pain and anxiety. There
were knock-on effects that affected us both and the enjoyment of a holiday costing over £2,500.
We have details of the many phone calls made about the move and a copy of a letter of
complaint we wrote to our holiday rep together with photos of the steps and uneven overgrown
paths through the garden. We would like some advice on our rights regarding this situation (
EM – 13/8/10)
when i booked our summer 2010 holiday on 02 sept 09 i requested a pitch in the campsite
which was adjacent to the facilities. I have a 9 yr old wheelchair dependent boy who also has a
cardiac condition and tires esily on exertion. Although a bilateral amputee he is extremely
independent and prefers to use his chair independently. This is usually feasible if the distance is
realistic. On the day prior to our departure i contacted [TRAVEL PROVIDER] to highlight our
requirements and was reassured that all information had been forwarded to campsite staff. On
arrival we were allocated a pitch which was the furthest possible pitch away. I informed staff of
our concerns and they had no knowledge of our situation. So either they didnt bother to read
the information which was forwarded two weeks in advance or they chose to ignore it. As a
result our holiday suffered immensly.Our son became dependent on us pushing him to and from
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amenities with resulting loss of self esteem self worth and inclusivity non existant. Whilst i am
aware that [TRAVEL PROVIDER] are under no obligation to fulfill our request i do feel that their
lack of communication and appalling customer care earned us a memorable holiday for all the
wrong reasons.I would be keen to hear your thoughts on this issue (EM – 21/8/10)
i have been trying to sort a complaint out with [TRAVEL PROVIDER] we went to egypt on 19 may
we were told the hotel was suitable for wheelchair use and for the disabled i spent 3days in my
room untill they moved us to another hotel i had to have all my meals in my room as i could not
get to the restraunt. i complained but feel now they are ignoring us and cut off comunication
please help as i dont know what else to do if not sent right documents please contact me on no
above (EM – 31/8/10)
We have just returned from a [TRAVEL PROVIDER]s cruise on the [TRAVEL PROVIDER]s [NAME
OF CRUISE SHIP] Jewells of the Mediteranian. I am disabled with MS and require a wheelchair .
All this was known to the travel agent and I was told that I needed to book a disabled cabin on
deck 7. Three days before we were to set off I was informed that the disabled cabin had been
over booked and they moved me to a standard inside cabin on deck 3. I was given £100 for the
disruption and was told that I would be treated VIP as a consideration for the move. The VIP
treatment did not happen and the ship was not wheelchair friendly. I complained about the
cabin and was moved to deck 6 cabin [NUMBER]. The idea of going on a cruise was that
everything would be flat and easy access to lifts. This was not the case as lifts did not go to all
the decks, sometimes I had to go from one deck across to deck 4 to get another lift down to
deck 7 then go through a bar to get another lift to take me to the Lido deck where the food deck
was. The doors on the ship were heavy to open and had ramps to go over the thresh hold which
were not easy to navigate, it was a two or three person job to go through the doors My
complaint is that being a disabled wheelchair user I was sold a holiday that did not cater for my
mobility problems. The way the MS is progressing I might not be able to take an overseas family
holiday in the future. How can I claim compensation for the money paid out for the holiday that
I was wrongly sold? (EM – 31/8/10)
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Last week on my way to Helsinki via Paris, flying with [NAME OF AIRLINE], I was left in a plane at
the airport, for almost an hour, because the wheelchair assistance I asked for was not organised
properly the plane captain and aircrew abandoned the plane and have cleaners cleaning the
plane while I waited. I missed my connection to the second leg of my trip only due to the fact
that I was left on a plane. There were other issues, eg, in spite of a wait of 4 hours in Paris for
next plane, my suitcase didn’t arrive on time, etc... Also suffered some issues in my way back,
also due to my disability. I would like to take this complain to the highest level possible, as this is
a particular situation that is only to do with the fact that I am disabled. How I can go about it?
Please help (EM – 9/9/10)
have been trying to sort a complaint out with [TRAVEL PROVIDER]we went to egypt on 19 may
we were told the hotel was suitable for wheelchair use and for the disabled i spent 3days in my
room untill they moved us to another hotel i had to have all my meals in my room as i could not
get to the restraunt. i complained but feel now they are ignoring us and cut off comunication
please help (EM – 14/9/10)
Spent a week in Pama Nova staying at [NAME OF HOTEL]. The drama started as soon as we got
there we had to go down two flights of stairs with our cases. We booked in to get to the left
there was another set of stairs. The room looked out on some large weeds. The 2nd room had a
flood and a cleaner had to clean up. ~~After speaking to the rep to be moved, we told that we
would have to pay £350. I did not have that kind of money so we had to stay. I am a disabled
preson and found the steps a great problem, even to get to the pool i would have to use steps.
There was no ramps anyway evan other famlies had to carry there buggies. In the restraunt on
two different days there cockroches running around. The beds in our room smelt very bad we
had to use our towels to lay on.This was my worse holiday ever. Pls could do something about
this. (EM – 14/9/10)
My wife booked her holiday with [TRAVEL PROVIDER]. She is severely disabled, [TRAVEL
PROVIDER] aware of this. she arrived at [NAME OF HOTEL], Benidorm, today, Hotel will not
allow her to bring scooter into hotel, Tried to contact local rep to no avail, I have contacted
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[TRAVEL PROVIDER], they cannot help. Can you help at all? (EM – 23/9/10)
Contact on behalf of my parents (both in 70's) who left for Paphos in Cyprus last Saturday 25
Sept 2010 on a holiday purchased at [TRAVEL PROVIDER] shop. My father is a stroke victim and
wheelchair bound. They arrived at hotel with no disabled facilities. It presently appears that they
are attempting to charge my parents for relocation. Very stressful and I'm in UK attepting to
resolve and have them relocated at no charge. Initial contacts are not great, being passed
between [TRAVEL PROVIDER] and bookign subsiduaries. What possible
action/recompence/refunds would be available. Many thanks for your assistance, (EM –
26/9/10)
I have sent a total of 4 e-mails to [NAME OF AIRLINE] regarding the necessity to ensure seating
with extra leg room for my son who is 6' 9" tall and will not fit into standard seating. I have had
no joy whatsoever and have had to upgrade to Premium Economy seating at an additional
£1474 cost. Special Assistance at [NAME OF AIRLINE] completly ignored my e-mail and repsonse
from Customer Services has been very patronising and unhelpful in my opinion. They have
indicated that I am just trying to get what a lot of people would "find useful" I feel they have
totally missed the point of my requests and have actually discriminated against my son on the
grounds of not accomodating him in what is in this instance a disability. I have stated on a
number of occasions that his health is at risk if he had to squeeze in to the standard economy
seating.They would not allocate a bulk head seat as these have to be prioritised for people with
mobility problems and children. I understand this, but unfortunately this ruling could prevent
my son having a seat at all on the plane, despite purchasing one. I couldn't take that risk which is
why I upgraded him.We were not informed of options available to us at the point of booking,
and despite a second visit to the travel agents, we still were not offered an upgrade. Telling us
that we might be able to book a bulk head seat at check in was not an option to us, as stated in
my e-mail communciations with them. If we were unable to secure one, we simply would not
have been able to seat my son in the plane. I am really unhappy with the patronisisng manner in
which [TRAVEL PROVIDER] have dealt with this issue. This is a special trip to celebrate my sons
18th and 21st birthdays, and has been well and truly spoilt by this lack of assistance. I will
forward on the e-mails if y ou let me have an address to forward them too. For some reason I
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can't seem to upload them. I am looking for at least something towards the cost of having to
upgrade these seats or an opportunity to be seated with my sons at no extra cost to me and my
husband. I have paid for 2 upgrade seats so that my 6'9" son is not travelling alone on this long
haul flight. I really hope you can do something to help us, and any other passenger who might
be faced with this problem in the future (EM – 28/9/10)
on a flight to the usa with [TRAVEL PROVIDER] I was trampled on by other passengers,
announced over tanoi dont do it and that was all. I am paraplegic and was sat at fron for the leg
room, passengers used this room for their walkway, no way could I confront them being
paraplegic. complained to the above, 2 letters with 12/13 apologies in it and nothing else. I ahd
severe bruising to both my legs. [TRAVEL PROVIDER] say they are not responsible for passenger
actions, had other things to do in flight. denying all responsibilty, basically saying its tough you
got trampled on, nothing to do with us. appreciate your best advice (EM – 12/10/10)
I booked with [TRAVEL PROVIDER] I am disabled which they know I asked for a hotel with easy
access to pool ect there were a slight incline to the hotel which they told me about. What they
did not tell me was there were 45 steps to the pool they knew as he told me he had been there I
had no veranda so i had no where to sit out in the sun I feel he should have told me. I would not
have gone if he had. I feel as though i was conned and did not have a holiday. That was the point
of going to sit and relax at the pool. please help me stopped this happening again to anyone
there were a lot of diable peole there all complaining (EM – 2/11/10)
I BOOKED A HOLIDAY OFFER OVER THE TELEPHONE WITH [TRAVEL PROVIDER]. i EXPLAINED
THAT i WAS DISABLED AND WOULD THE HOTEL BE SUITABLE AS I AM A DISABLED PERSON AND
HAVE TO USE A WHEELCHAIR BECAUSE OF PAIN WHEN WALKING. SHE DID NOT ADVISE ME
THAT THIS HOTEL WAS COMPLETELY UNSUITABLE AS IT DID NOT HAVE ANY RAMPS TO GET IN
AND OUT OF THE HOTEL THIS WAS A HOLIDAY FROM HELL AS MY COMPANION WAS NOT FIT
ENOUGH TO DRAG MY CHAIR UP ALL THE STAIRS TO GET IN OR OUT. THE TOUR OPERATOR
WAS FULLY AWARE OF MY WHOLE SITUATION AS SHE BOOKED ME WHELCHAIR ASSISTANCE
FOR BOTH FLIGHTS. tHE STRESS OF IT ALL RESULTED IN MY HUSBAND HAVING TO GET ME A
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FLIGHT HOME AS SOON AS POSSIBLE WHICH COST AN EXTRA 280 POUNDS. i ALSO ASKED IF THE
HOTEL WOULD GIVE ME ASHOWER ROOM AS i HAVE DIFFICULTY GETTING INTO THE BATH. ALL
IN ALL I HAD A MOST FRIGHTENING TIME WITH NO ACCESSABILITY FOR ME AT THE HOTEL. i
HAD NO BROCHURE TO LOOK AT AND GIVE TOTAL RELIANCE TO MY TOUR OPERATOR. i HOPE
THAT YOU AN HELP ME SEE IF I HAVE ANY RECOMPENSE FOR ALL THE STRESS IT CAUSED ME
AND MY COMPANION CAUSING US TO FALL OUT AND NOT COPE WITH THE SITUATION. (EM –
4/11/10)
Disbaled cabin being cancelled. Carrying passenger into cabin. General state of the cabin (EM –
7/12/10)
No response from [TRAVEL PROVIDER] regarding my letter complaining about unsuitable hotel
for wheelchair & subsequent move to alternative hotel, asking for compensation, my letter was
sent to them in October. My husband telephoned them in November & obtained their email so I
could chase this up but am still waiting for a proper explanation. (EM – 11/12/10)
Holiday Risk Destination Claims:
Hi. My student daughter has booked a trip to Thailand through [TRAVEL PROVIDER]. The tour
provider is [TRAVEL PROVIDER]s. Despite Foreign Office advice to the contrary they are
continuing to run trips to Thailand. What rights does she have? She isn't due to leave for 2
months and the situation could change - but does she have the right to cancel/change her
holiday without fee? Currently [TRAVEL PROVIDER] say they will not do this unless [TRAVEL
PROVIDER]s cancel her tours (she is doing 3 consecutive trips - all of which [TRAVEL
PROVIDER]t/end in Bangkok). I assume her insurance would be invalid if she were to travel
against FO advice. (EM – 27/4/10)
We are due to travel to Thailand for our honeymoon on 8/5/10 and due to the FCO website
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advising against all non-essential travel to the country, our insurance with [NAME OF
INSURANCE COMPANY] does not cover us for anything, not even delays or lost luggage, so we've
cancelled the insurance cover. Is there any insurance company that would cover for such
outcomes, and if not, what are our rights, for lost luggage for example, if we are not able to get
insurance cover? Also due to the unrest in Bangkok, we have had to reschedule one flight,
cancel accomodation at one hotel in Bangkok and increase our stay at our second destination
(Phuket); all to the cost of £225. Our insurance didn't cover us for anything directly or indirectly
caused by civil unrest. Is there any organisation that can compensate us for the disruption? (EM
– 1/5/10)
My friend and I booked a holiday with an internet company called [TRAVEL PROVIDER]. I felt
confident using them when we booked as I went to Dominican Republic with their sister
company [TRAVEL PROVIDER] last year. We booked to go to Thailand in August. My friend and I
are 21 year old girls who do not wish to travel somewhere where the home office are telling
peaple not to go because of the riots ect. We are very worried as we have already paid a £250
deposit per person and were due to pay the remainding balance next month. We don't feel
comfy going there now, but [TRAVEL PROVIDER] obviously are not concerned with our safety
and want to charge us for the flights that we no longer want. We can deal with loosing the
deposit, but can they charge us for these flights...we dont even know how much the flights were
as we were never given a breakdown of price (EM – 6/5/10)
My Daughter booked for two weeks with [TRAVEL PROVIDER] to the Dominican Republic 21st
June to 5th July. In the shop she asked about the weather at that time and was told it was
beutiful all year round - they failed to tell her May to November is the heavy rainy season and
she has spent the whole first 4 days in her hotel room watching TV and the long range weather
forcast shows no change to this situation for the whole duration - is there any compensation for
what looks like a serious issue with mis selling? (EM – 24/6/10)
We have recently paid for an all inclusive holiday to the [NAME OF HOTEL]Egypt with [TRAVEL
PROVIDER] My wife has subsequently found many complaints about serious health concerns
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and litigation cases against [TRAVEL PROVIDER] We have three children that will be travelling
with us and I am not prepared to take the risk I was hoping you might be able to help, can we
legally cancel the holiday or make them change resorts, they initially said we could but at extra
cost (EM – 23/8/10)
On account of very bad weather conditions in Moscow at the beginning of August and taking
into account the advice from health authorities there & FCO here in UK we did not travel there
on 7 August,on holiday.in case the smog & heat adversely affected our health.The holiday
company will not compensate us on account of late cancellation but we believe that the
circumstances were beyond the usual definition of"force majeure". What action would you
advise? (EM – 5/9/10)
We are due to travel to sharm el sheikh in febuary and with the recent press coverage about
shark attacks it is not going to be the holiday we booked.We specifically booked the beach
holiday to take advantage of all the water sports on offer. The beaches at the moment are
closed indefinatley, and even if they were open at the time of our departure, due to the press
coverage our children will be terrified to go…... At the moment our eight year old son is adamant
that he is not going to this resort. We would like to know if we would be able to swop our
holiday to another one, or if we are entitled to compensation if we are unable to use the
beaches, or if our insurance would cover the cancellation of the holiday, especially because our
son is physically ill at the though of been made to travel (EM – 6/12/10)
Holiday Quality Complaints Claims:
Went on holiday last august to tunisia we booked an all inclusive hotel and checked with
company that everything was included.On arival we went to use the main resterant all the food
was mainly italian so the next day we went to the pool snack bar and odererd burger and chips
only to be told we had to pay. we found out the only place to eat was the main resterant we
coudnt use the cocktail bar or swim up bar unless we paid we complained on holiday but never
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got antything sorted and have wrote a complaint since we got back in which eventully we have
been offered 380 pounds in voucher to compensate and they have admitted there have been a
few faults in the hotel but we dont think this is good enough could you please advise as the
holiday cost 2,225 plus aroud 600 spent on food (EM – 3/3/10)
My husbank & I returned from 2 weeks to Marsa Alam and very unhappy about the 5star rating
of the hotel, & also not having our food (paid for in advance) on plane flight over. Have written
to Customer Services Team and not satisfied with the offhand way they have dealt with our
complaint. (EM – 14/3/10)
[TRAVEL PROVIDER] [NAME OF CRUISE SHIP] Cruise Pharaohs and The Promised Land 7th to
14th April 2010. Took coach tour to Pyramids & Museum, seated at back of bus where flies and
mosquitoes were present. Museum guide poor and hearing device given was of poor quality.
Coach broke down and replacement took 35 mins to arrive. Buffet meal at hotel where we were
left standing had to contact manager to get seated. Tour of pyramids, guide handed out tickets
which she said were just a souvenir and so they were left on coach and then we found we could
not gain admittance to part of sphinx area. My wife had a stomach upset on return bus journey.
Complained on ship, and received a 20% discount of the tour price, but did not accept. (EM –
19/4/10)
went on holiday last year, all inc arrived at hotel , told fully booked taking us to other hotel same
spec all inc/ got up in morning asked for cup of coffee, told had to pay, hitel was only b&b. had
to walk to another hotel for food & drink. hotel was dirty food was terrible drinks out of plastic
beakers not what we paid for. asked to go back to orriginal hotel 3 days we tried . no luck. spent
over £200 extra for food & drink, put complaint in offered £35 compensation not accepted told
them it was an insult (EM – 27/4/10)
We went on our first cruise with [TRAVEL PROVIDER] , on the [NAME OF CRUISE SHIP] to
celibrate our 50th wedding annaversary . the list of disappointments were long to say the least
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so much so i have tried to find out who to write to that would read our letter and respond ,as i
said no reply from any one. the last straw was splitting our case wide open getting it off the ship,
we have a form filled in by the dockside person , but no contact (EM – 1/5/10)
hi,last aug 2009 a party of seven went to icmeler as we are beech people we look at the
brouchures and web-site of [TRAVEL PROVIDER] and it listed golden sandy beeches so we paid
about £4000 ,the apts were spot on the town was ok we went to the beech the next day i could
have cryed when i seen the state of the beech,it was a heavy pea gravel and very sharp its the
first time in 28years that none of us went in the wateras it was cutting into your feet,i contacted
[TRAVEL PROVIDER] and was just flogged off (EM – 9/5/10)
My wife was very upset and they agreed to move us to a better room. On that Saturday we
spoke to the rep and asked why we were in a 2 star hotel when we had been told a 4 star is
what we booked she told us that it had always been a 2 star not 4 star she said we could
upgrade to a 4 star hotel but it would cost us a thousand pounds obviously we could not afford
this so we had to put up with it. On the Monday another two couples arrived from england
expecting a 4 star hotel and were told the same thing one of the couples from Liverpool got on
to there travel agent and indeed they admitted it was advertised as a 4 star hotel but they were
not moved and were told they would have to pay another thousand pounds to upgrade. Other
people arrived and i lost count of the people who paid to get moved.On to the hotel itself there
was no massage a rusty gym which was unsafe to use no launderette no jaccuzi or spa the table
tennis tables were scratched and no nets all ther was was a swiiming pool. The bar itself was a
joke because there was o nly a limited staff and the frankly the beer was like water and not a lot
else to drink. the food was inedible and was reheated and used for the evening, snacks were
advertised but the only snack you could get were chips or a burger which you could not eat.
There was an outbreak of sickness which i succumbed to and lots of other guests mainly due to
the lack of hygene at the hotel with dirty cups and plates being left for days on end around the
hotel. The local rep said she was going to contact [TRAVEL PROVIDER] to get them to change the
star rating as she could no longer cope with all the complaints. My wife and I spent alot of
money eating and drinking out and just to be away from the hotel (EM – 10/5/10)
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My holiday was ruined in Jamace, our cottage [TRAVEL PROVIDER] was full of insects. I have the
photo's and we also had a flood, and was moved to two different cottages that had the same
problem. I was covered in bites and did not sleep probley all the time we were there. I
complained every day I was there. And we were moved to a nasty room for 2 nights. The night
manager felt very sorry for us etc etc (EM – 1/7/10)
This is a copy of an email sent to [TRAVEL PROVIDER] non exsistance email complaints
department.Booking ref:[NUMBERS] To whom ever it may concern, I booked this holiday this
time last year with yourselves with the hope of having a once in a life time trip with my children
and I have come away feeling absolutely devastated……I have saved really hard and gone with
out a lot of things to pay for this holiday because the children and I really needed a brake from
all the affects of the separation. I left with high expectations considering that it was a 5 star all
inclusive holiday. I found the whole experience very undermining. I appreciate that it is
a….country and that our ways are very different to ours but there was absolutely no reason for
some members of staff to have treated me with such disrespect. I respected their traditions of
being covered up ect... One of the bar staff, upon realising that I was alone with my children,
stop serving my drinks in glasses and put them in to children's cups, even when asked polity if i
could be served with a glass and ice. Whilst of top of waiting for him to serve every body else in
the queue until there no one else left to serve but me and then he proceeded, if any chance
possible for somebody else to serve me. This went on for the entire week. I got to the point that
I was hoping there would be a change in staff just so I did not have feel so be-littled. On the last
day I asked my dad to accompany me to the bar because I was feed up with it and the same guy
then for the first time offered my a glass and ice. I was accompanied on this trip with my
parents. One day we thought it would be nice to have a game of tennis with the children, my
dad book ed the court we were told of no time restrictions and to be honest bearly had the
court for an hour. There where no other people waiting, the court was clear. When my dad had
to go and get something from his room he left myself, mum, brother and children playing. As
soon as he left the court one of the staff told us to "get of the court, now! get off". The rudeness
of the way he spoke was not necessary. It was like the minute my dad left we where not aloud
to play. It has absolutely destroyed my confidence and have come home thinking that I have
spent all year paying for a holiday I wish I had never paid for in the first place. We really needed
to have a good time. This was the worst experience I have ever had in my life. My children are
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really upset because they also desperately needed to have some fun and couldn't because of
the staff treatment. Also after day three our rooms where not cleaned properly and dirty cups
where left in our room. I lost a dress out of my roo m never to be seen again. I did leave
comments in the hotel for management to read. Your web site should of stated not appropriate
for single women. I really think we are deserving of some sort of compensation. I'm so upset. I
will await your responceBest Regards [NAME] (EM – 2/7/10)
I visited a hotel in Majorca. (Ola Bouganvillia, Santa Ponsa). The hotel was literally infested with
cockroaches. We found 4 in our room on the first night, and had to move rooms. Over the rest
of our [TRAVEL PROVIDER]y, we bought cockroach spray. However, we still found more. Some
were dead, some were half dead. We found 2 in our ki[TRAVEL PROVIDER]hen cupboard where
the pans were kept, and a huge one in the one of the pans we were suppose to cook with. I have
a severe phobia of bugs, and suffered from lack fo sleep and paranoia. I also had a panic attack
the first night, on finding 4 in the room and was in a state of shock. Is there anything I can do
about this? I don't think it's fair that we paid so much money just to be on guard the whole time,
having to check the room, and sleeping badly. Any help would be appreciated. ( EM – 5/7/10)
We have have just arrıved at our holıday accommodatıon – [NAME OF HOTEL]; Sıde ın Turkey.
We booked through http://www.[NAME OF HOTEL]s-turkey.com/[NAME OF HOTEL]. We
arrıved to fınd that there ıs only one bed for 2 adults and 2 chıldren, despıte the fact that
websıte ın the lınk above - descrıbes ıt as havıng a double bed and a set of bunk beds. There are
also no spare pıllows and covers. I have contacted a person who I beleıve to be the property
servıce manager to complaın and she ıs lookıng ınto ıt. But so far our treatment by horızon
turkey does not leave us wıth much confıdence. Please advıse how we can take actıon; what ıs
the best way to fıle a complıant and how can we ensure thıs never happens to another famıly
agaın (EM – 23/7/10)
I recently went on holiday to Thailand, part of which was a 4 week tour with a company called
[NAME OF TRAVEL PROVIDER]. Their '[NAME OF TRAVEL PROVIDER]for grown ups explore
thailand tour. Unfortunately the second week we were deposited in the outskirts of Surin in a
very substandard house with little planned to do for over a week. It was so dismal that myself
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and another member of the tour left to do our own travelling. The other 3 members of the
group also felt so disappointed that they also made other arrangements for that week. I am
trying to gain compensation for this uoset and extra costs incurred and have written twice. I'm
not getting anything other than platitudes. I attach my correspondence so far. I hope you can
help. (EM – 28/7/10)
Please can you help, my wife and i have made a complaint to [TRAVEL PROVIDER] and we having
trouble getting responses from them. We travelled to Turkey at the end of May, upon arrival at
the hotel we discovered a number of faults with our room. The following morning we also
discovered that the hotels description was not the same as in the brochure. At the end of the
week our hot water stopped working. Upon arrival home we found one of our suitcases had
been cut and that we had been overcharged for three excursions that we booked through there
rep. We have letters and documents that we have written to [TRAVEL PROVIDER] if you would
like me to send them to you. (EM – 29/7/10)
We have recently returned from a holiday villa in Majorca. The villa was booked through
[TRAVEL PROVIDER]. On the listing it clearly states, " state of the art amenities' however in short
the villa did not offer state of the art amenities i.e cocktail stick that held the button in on the
washing machine, all decking was broken, they also said on their website that we would recieve
a weekly clean if staying for more than 7 days, we did in fact stay for 10. There are a catalogue
of problems with this villa. The villa was not up to standards as they advertise in the brochure.
we have sent letters to address these issues and basically been told that we have fabricated
everything. I have all the letters and photos. The 1st picture attached is of the storm drain which
was not screwed down and discovered by my 4 year son, this could have been a fatal accident
had he have not come to get us to tell us what he had found. The 2nd picture is of the decking.
The 3rd photo is of the door leading from the downstairs basement, where my 2 children slept,
this was the ajoining door to the garage, as you can see we had to wedge a hoover pole under
the door handle and rest it on the table in order for this to be safe, as there was no key for the
door. We were told by the property manager that there is no crime in the area. Also, both of my
children slept during the day in this room and often the property manager would come or he
would send somone else and they would leave the garage door open. The Villa was on a main
road. I could go on even further as it doesn't end there, so if you think you could help please
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could you contact me on the above details. (EM – 10/8/10)
We have just returned from a [TRAVEL PROVIDER] holiday, 2 weeks at [LOCATION] and I would
like to say I would NOT recommend this site to a my worst enemy. Having never been with
[TRAVEL PROVIDER] before we were suitably impressed by their brochure and decided
[LOCATION] was for us. We set off Sunday morning at 2am to catch the 8am [NAME OF FERRY
COMPANY] Ferry. Kids hardly slept a wink all the way down from [LOCATION] to Plymouth. No
sooner had we got on the ferry and deposited our stuff in the cabin, (which I have to say are
excellent value for money), we were off to explore. The food on the ship was good and they
have activities to keep the kids amused. We arrived in Roscoff and a couple of hours later,
arrived at [LOCATION]. Booked in at reception and told to go to the [TRAVEL PROVIDER]
caravan. We should have guessed things weren't as they appeared in the brochure as we had to
wait in a queue of 5 families, who looked like they'd all recently arrived and were queuing up to
complain. Anyway, we got to the front of the queue which had now gone down to 3 families, 2
others behind us, one of which I know wanted to complain about their tent. 35 minutes stood
waiting to be seen and then we were off to our holiday caravan. We'd gone for the [TYPE] as it
looked good in the brochure. The courier hopped on her bike and as we followed her we could
not believe the site. It looked like a gypsy camp, washing everywhere, gas bottles at the front of
vans, bikes dumped in hedges and the many trees and bushes were so overgrown they would
not have looked out of place on "I'm a celebrity, get me out of here". For a £2,500 holiday, the
site looked a dump. Anyway, we got to out caravan and the girl without getting off her bike
pointed to the caravan and said hope you enjoy your stay and off she rode. According to the
brochure, our pitch is a medium sized pitch which is 80 metre squared. Ours was more like 80
inches squared. We had to park right next to the decking so had no room for anything, yet we
are meant to have spacious outdoor living area. Sorry, but what a crock. Anyway, we had been
on the go all day so ignored this and went into the [TYPE]. The first thing that hit us was the
smell, like sweaty feet, followed by the fact it was filthy and this is not an under-estimate, in fact
this is being insulting to filthy caravans everywhere. Our 7 year old son ran to choose his
bedroom and when we looked in, there was a big red patch in the middle of his pillow. (I use the
word pillow loosely here, as [TRAVEL PROVIDER] must be getting full value for money out of
their pillows. If the pillow got any limper or thinner, it would have been a sheet of paper)…..we
assumed looked like blood. His mattress had a big yellow….in on it about in the middle, which
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we assumed looked like urine. There were cobwebs everywhere and in the toilet the bowl was
stained and there was a brown mark on our sink about the size of a child’s hand and a similar
shape. We assumed this was human waste been smeared onto the sink as it looked like it and
we were n't about to sniff it. We promptly marched up to the [TRAVEL PROVIDER] reception
and stood in a line of 3, both of those in front of us were there to complain. We saw the courier
who showed us to our cabin and she assured us she would be straight over. We returned to our
holiday caravan and waited. 45 minutes later we went back to reception and waited while
someone tore the courier off a strip for taking longer than a day to bring them a gas bottle. We
asked for the manager, who at first didn't want to come round as he was busy. We told the
courier we had 2 weeks to wait and she eventually brought him round. We explained what was
wrong and he agreed to follow us round. We showed him the van, the red…. on the pillow, the
yellow…..on the mattress and the brown…..in in the toilet bowl and on brown stuff on the sink,
plus cob webs, plus dirt. In fact we listed 32 items from rusty microwave, to finger prints on
glasses, to broken lights, rusty bottle tops all over pitch and rubbish thrown under decking on a
prolonged basis to size of pitch to hedge overgrowing decking and trees covering pitch so sun
can’t get through. I think you get the idea. He told us the red… on the pillow was not blood, the
yellow…on mattress was not urine and the brown…on sink was not human waste, he was
positive. When asked why the red…. looked like someone had had a nose bleed on the pillow,
the yellow…. looked like urine and the room smelled a bit ripe and what on earth the brown
mark on the sink was, he said he didn’t know. He agreed the caravan was dirty, stained and not
as per the brochure. When asked why it looked identical to the Grand he said he didn’t know.
We showed him the picture of the Grand and it looked like they could have taken the picture in
our van, except ours was filthy and the one in the picture wasn’t. He assured us it was the [TYPE]
and had a name plack on it to prove it. We measured the [TYPE] and it was 29 foot, same as
Grand 29. He agreed it was identical in every single aspect to the Grand but insisted it was the
[TYPE]. When asked why someone would take a superior van and make it look identical in every
single aspect to a far lesser model, he said he didn’t know. We told him all [TRAVEL PROVIDER]
had done was take the Grand and slap a [TYPE] badge on it. He denied this. Anyway, in the end
he agreed to have the van cleaned again and the pillow removed straight away. Off he went and
we waited and waited and waited some more. After and hour or more, we went back to
reception. The courier said the manager had gone off duty but she was happy to exchange the
pillow and someone would be round first thing to clean the van in the morning. We got up early
the next day about 8am as the couriers start their day at 8.30am. At 9 no one had been and at
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10.15 we saw a courier cleaning the tent opposite so decided we were going to get nowhere
with them and cleaned the van ourselves. About half way through our neighbor came round and
advised not to clean any more but to call head office in the UK. We called and what a waste of
time that was. I very rarely loose my temper, but being spoken to like I was 6, I just lost it. After
about 4 phone calls and their offering to move us to either another van or another Parc, we
decided to go with that. At about 1pm, they called back to say there were no other vans
available on site or elsewhere in Northern Brittany and they agreed to get manager to call back.
We know there were units as I called my sister and asked her to enquire about a last minute
break to a Parc near Benodet and surprise surprise, they had units available. What a shocker
that was. Anyway the site man ager turned up and agreed to move us in 3 to 4 days. We told
him would get ready for Wednesday as Monday we assumed was day 1 unless we heard
otherwise. The UK called back and confirmed this. The site manager asked us to vacate the van
for a couple of hours and he would have it cleaned properly. We left the van and on our return
found it slightly better. The brown stuff on the sink was still there, so I cleaned it with bleach
myself. We lived out of our suitcases as we didn’t want to unpack only to have to pack again in
a couple of days. Wednesday arrived and we waited for the manager. About 11am my wife
went to ask what was happening to be told it will be tomorrow we move. Thursday arrived and
we loaded the car and waited. Again about 11am my wife went to ask what was happening and
we were told they didn’t know. I went up and asked for the manager. He said he didn’t agree to
3 – 4 days and it would be Saturday. I just walked away. On Friday, we had a card put under our
door saying we needed to vacate the van by 10am on Saturday.We vacated about 9am and went
to see the manager. He said our new van would be ready about 12pm and it was a
misunderstanding we were asked to vacate by 10am, however we could not go back as the van
was being cleaned for the next people. At 12pm, we went back to reception to be told it will be
1pm. At 1pm we went back to be told it would be 30 minutes. At 1.45pm we moved in. The new
van looked identical to the one in the brochure for the [TYPE]. There were other incidents such
as cooking tea one evening about 5pm when the gas went. We asked for a new gas bottle and 4
hours later they delivered one, being told, “we thought [NAME] had delivered one earlier, sorry
about that”. With tea ruined, we ate out. On the Friday as we were due to leave on the Sunday,
we were asked to vacate the van at 10am on Saturday. We spent 2 hours messing about waiting
to speak to the manager to sort it out to be told it was a misunderstanding. Now onto the site.
The games room consists of ice hockey machine, table football and a space invader machine. 3
machines in total. Evening entertainment is nothing like the UK. They employ amateurs that
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forget jokes, or dancers that can’t dance and forget their steps. I can honestly say I have never
been on holiday to [TRAVEL PROVIDER] Holidays or other such sites and seen so many people
playing cards or scrabble or other board games while the entertainment is on. It was poor at
best. Oh, the kids club is in a field that looks like building work is about to take place, in dirty
tents. I thought it looked bad before I video’d it, but on the video it looks 10 times worse. Both
of our children went once and said they didn’t want to go again. Our holiday cost over £2,500
and it was the worst holiday ever. We actually asked to come home a couple of times. The
couriers were all kids, just out of school or in a gap year we think. When we did go to the club,
we spoke to a lot of people who said they wouldn’t be back again and it was the worst of the
[TRAVEL PROVIDER] sites they’d been to. I could go on as they were so many issues, things like
the couriers coming into our van when we were out to change light bulbs, which we felt was not
on. We had about 4 days of rain in 2 weeks. One family we got friendly with in a Super Tent had
a severe leak. [TRAVEL PROVIDER] said they had no units to move the family to, despite the fact
most of everything in the tent was soaked. As the son had asthma, we offered to let him sleep in
our van on the pull out bed. All in all, we feel [TRAVEL PROVIDER], oversell the holiday in the
clear knowledge they have a poor product. (EM – 31/8/10)
I AM HAVING TROUBLE CLAIMING BACK ACCOMMODATION COSTS AND COMPENSATION FROM
A HOLIDAY TAKEN IN APRIL 2010, THE HOTEL WAS INHABITABLE AND UNDERGOING
REFURBISHMENT AND THE GROUNDS WERE DANGEROUS WE HAD TO MOVE TO A NEW HOTEL
AND PAID FOR THIS OURSELVES , WE ONLY STAYED AT THE HOTEL FOR ONE NIGHT AND THE
ONLY MONEY WE ARE BEING OFFERED IS LESS THAN HALF OF THE ACCOMMODATION COSTS.
WE BOOKED WITH [TRAVEL PROVIDER] BUT THEY ARE NOT WILLING TO TAKE RESPONSIBILITY
AS THEY BOOKED OUR ACCOMMODATION THROUGH [TRAVEL PROVIDER] , WE ARE GETTING
THE RUNAROUND AND IT IS AFFECTING MY HEALTH (EM – 31/8/10)
We travelled recently with [TRAVEL PROVIDER] to Majorca and had to change hotels three times
as the first two were not suitable. Our two week holiday would have been ruined had we stayed.
Our issue is with the amount of money that we had to pay to move under the heading of 'admin'
costs - £1200 plus other costs. Brochure prices do not justify these charges. [TRAVEL PROVIDER]
have said they will not refund any money- where do we stand? (EM – 2/9/10)
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I booked a last minute all inclusive holiday for two, to Turunch, Turkey through [TRAVEL
PROVIDER] and paid just over £1400. I was offered 4 different 4 star hotels however [NAME OF
HOTEL] was upsold to me over the rest. I was advised that the flights would go if I did not book
immedaitely and therefore I felt presurised to book them. After this I did some research and
there were alot of negative reports regarding the quality of the hotel and therefore I contacted
[TRAVEL PROVIDER] back and informed them of my concerns but again was advised it was all
fine. The standard of the hotel inlcuding secruity, food, and services did not meet these
expectations, and subsequently we ended up having to eat out. There was no lock on our bay
window- there was a building sight directly outside our balcony (which I have photos of) and w e
witnessed the manager shouting at customers for complaining too much and told them that he
would move them into a worse room thus making it very difficult to resolve any of the problems
and made me feel uncompfortable. There was a fight in the kitchen and painting was carried out
during the day in the entrance of the food court which the fumes lingered. There was no room
for us to leave our luggage on the last day so it was left in the entrance for 10 hourse
unguarded. the management and friends conintued to sit and use the bar after customers were
promptly told to leave at 11.00pm. Customers were also forced to sit on the sun loungers away
from the bar whilst management had table service. There were no snacks apart from dried
bread and cake, and the inclusive dricks were not decantered and advisertised the local cheap
brand. I emailed the company whilst I was away however have not yet received any response. Is
there anything you can do to help as I feel this holiday was mis-sold to me and would not have
gone there if I was advised correctly. (EM – 2/9/10)
We have just arrived back home from a holiday in crete an all inclusive 1 week holiday.It was
[TRAVEL PROVIDER] through [TRAVEL PROVIDER]. I have never been to a holiday as digusting a
this one.the food was so bad i would not feed it to my dog. what was offered for breakfast was
used for lunch and even evening meal.for example our last meal containes canned peaches ing
syrup with cabbage so was having to eat out, because it was not edable.We did not book a 3 star
holtel holiday one the was bearly 1 star. There was a hole in the shower/toilet floor with no
cover or grate on top just toilet brush holder . on the top of it. was told ,to let water run away.
the stairs had craked walls all aroung no rail to hold just a drop to the floor. curtains only
holding on with half a dozen hooks. Going back to the food if there was any left overs it was not
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wasted just again at next meal time. We did not go out expecting to go out to eat.after we paid
them for our meals. (EM – 29/9/10)
The location was rundown, filthy, noisy, busy with traffic, with dilapidated buildings and half
completed building sites. Dust, broken glass and exposed electricity wires. Located at a main
road junction. Cars and taxis con[TRAVEL PROVIDER]ntly honking their horns CONSTANTLY
harassed and bothered by hawkers, touts, and hotel staff, both [TRAVEL PROVIDER] and the
street The Toilet in our room was constantly running The Shower flooded the bathroom The of
the lifts was broken and did not go to our floor – 6th The Swimming pool was in shade of the 6
storey accommodation block We had to cross 2 busy dual carriageways to get to the beach with
vehicles driving at 70mph+ The streets were dirty and strewn with rubbish, paper, glass, card,
tin cans, soft drink bottles and cans and other unidentifiable debris The Hotel was surrounded
by dilapidated buildings, no mans land and abandoned building sites There were strong drain
and sewage smells The trees on the way to the beach were all Dead The only facilities outside
the hotel were some small stalls selling tatty, sun-bleached tourist stuff with desperate
salesmen We were Constantly hassled by taxi drivers- all drivers to an extent- shouting, slowing
down, using their horns. We did NOT feel safe There were no working public phones – all had
wires ripped out There were No restaurants or bars etc accessible from the hotel so the only
place to eat was at the hotel, as we were BB It was Poor, run-down and frightening, The Beach
was small, rocky and dirty – the only accessible one within walking di[TRAVEL PROVIDER]nce
and served by three separate hotels so very crowded There was Loud shouting at night Both
the Fridge and AC were extremely noisy We felt very unsafe walking outside hotel in the day –
let alone after dark. The ‘Entertainment’ at night was one man and karaoke machine. At very
loud volume The staff from the shop and at reception were repeatedly ‘unable’ to give you
correct change (EM – 2/10/10)
I went on a cruise on the [TRAVEL PROVIDER] [NAME OF CRUISE SHIP] from 10 - 24 August 2010.
I made several complaints whilst on board ship about the smells, the water logged carpets in the
public areas, the dangerous flooring on the pool deck, the food in the self service restaurants
and the fact that whilst eating a meal the ceiling started to fall down above me. I also
complained about the fact that we were never informed prior to boarding that we would not be
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going to La Goulette even though the ship had never been there prior to us boarding.These
complaints were logged at the time. On returning home I e mailed the after travel dept at
[TRAVEL PROVIDER]'s citing the same problems. I also sent in a 2nd complaint because my
suitcase had been badly damaged between the cabin and the dock. This was reported at the
dock side and at the airport where I comp leted another form. I eventually received a letter
from [TRAVEL PROVIDER]'s, certainly not within the 28 days that they quoted. It appeared to be
a standard letter apart from stating that La Goulette was not on my holiday itinery and that they
would not be giving me any compensation for my suitcase. I was rather angry at this point and
phoned the after sales team. The investigator did manage to apologise because she had sent me
the wrong letter and they agreed to pay me £75.00 for the suitcase and £25.00 by way of
apology for sending the wrong letter. They have totally refused to even consider a good will
gesture for a ship that is definitely not luxurious as described or for not going to La Goulette
even though I have a letter stipulating that the only port we would not be going to would be
Mahon. I have subsequently received a cheque for £100.00 but I am unsure whether to cash it
or not. I apologise that I can't upload any documentation at this time but I am at work and the
paper work is at home. Please advise me on the best course of action to take. (EM – 12/10/10)
Recently visited [NAME OF HOTEL] in Turkey via [TRAVEL PROVIDER]/[TRAVEL PROVIDER]. Hotel
was supposed to 5* luxury but was no where near. Food, Hotel Accomodation and treatment
while on holiday was very poor. Claimed via complaint to [TRAVEL PROVIDER] who after
accepting our complaint as justified only offered us £330 as compensation in the form of
vouchers for another holiday. I was forced to accept or it ould have only been £150 cash from a
sum of £1250. I enclosed photographic evidence and a comprehensive letter explaining our
disappointment. This holiday destination has been removed from next years brochure due to
the appaulling standards but still on sale for this year. i feel people should be aware of what
they are letting themselves in for when they travel via [TRAVEL PROVIDER] to the [NAME OF
HOTEL] Turkey. I tired to add a copy of the complaint but it was not accepted. If you require any
further information please contact me on the above e-mail address. Thankyou for you attention
and hope that it intrests you. (EM – 2/11/10)
Drinking glasses, plastic cups and rubbish were left outside rooms the whole length of the
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corridor for days on end without being cleared away and the room service refreshments were
removed half-way through the week. Featured restaurants, beach tents, children’s clubs and
bar facilities did not exist. We, on numerous occasions had to; serve ourselves drinks due to non
existent bar staff, vacate the beach due to the stench of rotting fish and eat tepid food that fell
dangerously below the safe food preparation standards of cooking raw meat. Chairs, water
features and the featured gardens were all removed and packed away by our third day at the
hotel. We expected to receive the advertised holiday we paid for. (EM – 9/11/10)
I am writing to you with reguards to a recent holiday (July 2010) to [NAME OF HOTEL] Sharm
Hotel Sharm-El-Shiekh. Our experiences on this holiday were extremely disapointing - the list of
complaints we had was unsatisfactory for a hotel claiming to be 4*. Upon arrival in Egypt not
only were our transfers not arranged so we had to pay for our own taxis (we had prebooked
transfers with [TRAVEL PROVIDER]) but when we got to the hotel our booking was wrong, they
had booked us in for 2 days after our arrival date meaning we were left to hang about the hotel
for hours until they were able to sort out this mistake which [TRAVEL PROVIDER] have admitted
it to be their fault. Our complaints included unhygenic food arrangements/eating arrangements,
extremely poor levels of safety around the hotel (mainly the swimming pool) including broken
concreate stools (which cut 2 people from our party), algi growing in the pool cracked edges
around the pool and broken drainage tracks around the pool. There were loose, exposed wires
in many locations around the hotel and drains propped open with rocks on the ground. The
rooms were appauling - extremely unsatisfactory for 3 people as one bed was a "pop-up camp
bed" which didnt even open up straigt, the matress was wet through when it finally arrived and
out of the 3 rooms we had only 1 of the showers worked - and even then it was temprimental.
Our list of complaints goes on and if you believe you are able to help us we are happy to ensure
you get a copy of all our issues. Not only did the hotel not meet our health and safely / hygene
requirements it is also falsely advertised. Many of the "facilities" this hote l claims to have do
not even exist, for example the gymnasium, mini golf, sauna and massage parlour. The majority
of facilities that did exist were either broken or out of use for example the jacuzzi, shisha tent,
and a beach only 700m away...it was a 15 minute bus journey! The "river" running round the
hotel rooms was dried up, there was no aircon in the dining areas and a major worry of ours was
that one of the bedroom doors did not lock. (EM – 10/11/10)
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We paid [TRAVEL PROVIDER] Holidays £1,200 for 3 people to stay for one week in a two
bedroom/2 bathroom family room in the 5* alI inclusive [NAME OF HOTEL] in Marmaris Turkey.
On arrival we were shown to our family room. From the door we had to go through one room to
get to another. The rooms were very nicely decorated, but the first room had no windows in it
at all. Even worse the air conditioning was turned off. We complained (along with a lot of other
people) to the [TRAVEL PROVIDER] Rep. She said the air conditioning was centrally controlled
but we pointed out that it aslo states in the brochure that it is FREE. It should be up to us to
control it in our own rooms. It was over 30 degrees. [NAMES], who I was travelling with, couldn't
open the balcony doors because of the mosquitoes and we closed the door between th e two
rooms for privacy. My room was like a hot house. It was like living in a cupboard. I had to have
the light on all the time it was so dark. It took three days of complaining before I was given the
use of a fan that was very greasy (I suspect it came from the kitchen) and was very noisy. I had
to wear ear plugs so that I could get some sleep. I wrote to [TRAVEL PROVIDER]s with our
complaints. They say that their brochure states that a Family Four Room has a double bedroom
and a separate lounge with two beds in it. They also say that it is very common for lounge areas
like bathrooms, not to have a window. (We made friends later in the week with a young couple
who had their 8 year old daughter with them. They had a family room like ours, but there was a
window in their daughters room.) I would just like to point out that I am 63 years old. [TRAVEL
PROVIDER]s also state the air conditioning is centrally controlled based on occupancy and time
of the year. The hotel was full. They have made an of fer of £50 or £100 holiday voucher.
Between three people this is a joke. Can you give me any advice? (EM – 29/11/10)
Had recent [TRAVEL PROVIDER] Rhine cruise that left mum and myself stressed and exhausted
due to very noisy cabin near engines, and very hard mattresses, so couldn't sleep. No spare
cabins to move to, ended up sleeping on sofas in lounge during day. I attach letter I wrote to
[TRAVEL PROVIDER] who have refused my claim. (EM – 6/12/10)
Ihave emailed a complaint to [TRAVEL PROVIDER] about the food at the [NAME OF HOTEL]. Igot
a reply to my first email but I was not satisfied, so Isent a second but got no reply.Basicly the
food served was of very poor quaility serveing chicken drumsticks or wing for lunch and evening
dinner. We complained to or rep in writing . We had to walk down hill some evenings to a
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resurant and back in the darkour holidayreferance is [NUMBER].All we want to be compencated
for the extra out lay incurred (EM – 16/12/10)
Holiday Travel Company Collapse Claims:
I have booked a holiday to Mexico for my family via a tour operator called [TRAVEL PROVIDER]. I
have used this company for several years, but now find they have gone into administration. The
cost of the holiday was £3200 paid for (deposit and final) by debit card and cheque. The
complany are not ABTA registered and the debit card carries no insurance. Can you advise what
avenues of redress I may have? Thanks (EM – 9/6/10)
returned on9may from all inc holiday to cyprus i had i booked 8 night holiday justwith sun4you
ref [NUMBER] discovered just before we left they had only booked 7i had to pay i informed
them they sent me an amendedvoucher and off i went to cyprus onthe8 may they only had
payment for 7nightsi was very upset i had to pay 45eurosjust to stay in our room so we both lost
one days ai firm sent me check for roombut no more for lost all inc for both of usthey recieved 3
emails from hotel and emg phone we could not contact i am very angry as i lost ( EM – 7/7/10)
I have booked a package holiday with [NAME OF TRAVEL PROVIDER]. I am due to fly out to
Turkey tomorrow 18.7.10, but the flights are booked with Goldtrail. I have tried contacting the
booking agent [NAME OF TRAVEL PROVIDER] but their customer services dept is only open MonFri. I have emailed them for advice but thus far no response received. I am desperate for
information/advice on what to do. All media advice is saying do not turn up for your flight as
they are not available. I have no idea whether the accommodation would still be available if I
managed to book alternative flights? I would be grateful for any advice you could provide,
thank you. ( EM – 17/7/10)
we had booked and paid for a holiday to turkey 5 weeks ago,yesterday recieved a phone call
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from company saying due to goldtrail collapse they couldn,t fly us to turkey but could offer
some alternatives,we wanted money back but were told wont get it for at least 6
months.because we were due to fly on the 30th july listened to what they had to offer.After
some heated discussions and not ideal alternatives decided to take a holiday in crete,rethymnon
only to find out later that hotel isnt actually in rethymnon but at lest 3 miles away in middle of
nowhere and was £400 dearer.I phoned company up to try and sort out problem but was told to
accept offer or pay more money for something closer to town and if i cancelled i would lose all
my money.Obviously not very happy about situation have to take holiday as kids were reall y
looking forward to it ,would be grateful for some advice about how to deal with company. (EM –
20/7/10)
We are one of the thousands of victims of Gold Trail travel company that recently went into
administration. We booked our holiday with a company called [NAME OF TRAVEL COMPANY] not with Gold Trail. We only found out our flights were booked with Gold Trail yesterday. Our
hotel was also booked indirectly by [NAME OF TRAVEL COMPANY] with another travel company.
As a result our Hotel is secure but we had no flights to go out on the same day. To cut a long
story short, the only flight available was on the evening before. We originally paid £1095 for 5
flights to Kos in Greece. The new flights along with the cost of arranging an extra nights stay in
the hotel as the flight now arrives at 4am in the morning comes to a total of £1850. We are
aware that we can claim the original cost of £1095 from Gold Trail but who is ultimately
accountable for the shortfall of £800. Any advice would be greatly appreciated. ( EM – 22/7/10)
I was due to fly to Kos on August 1st and the flight part of our holiday was with [NAME OF
AIRLINE], so naturally we can not go. The travel company [TRAVEL PROVIDER] have rung and
offered another hoilday to Corfu for another £144, which I paid. I [TRAVEL PROVIDER]ted as
long as comparable, ie 5star on beach, in town, fully inclusive and child friendly as we have a
three year old. Yes I was told and also once booked cannot be changed to which I agreed. I
checked the hotel to find, no child facilities, nearest bar and only 500 meters at the top of the
hill, beach a bus ride away or 8 euros and 45 minutes or 30 euros for a cab. The reviews of the
Hotel are terrible with everyone saying avoid, food disgusting, take plenty of money and eat out.
What can you suggest I do here, as I'm at a total loss. Have rung and written, of course the
customer services line is mega busy and they say you booked it so it's nothing they can do for
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me. (EM – 23/7/10)
my partner and I booked our flight to Turkey with Goldtrail. We did not receive an email ticket
from them and consequently had to pay an extra £40 at Cardiff Airport before our departure on
July 11th. When we tried to leave Turkey from Bodrum Airport on July 25th we were told that
our return flight had been cancelled due to the collapse of Goldtrail. We were bused to Damalan
Airport (probably the most expensive Airport in the world!) . We arrived at 8.00pm and were
told that we could catch a flight at 3.45am. This was going to Manchester and from there we
would be bussed to Cardiff. This extensive delay was very inconvenient for us and we decided to
catch an earlier flight with [NAME OF AIRLINE] back to Bristol. We had to pay an extra £300
using a credit card. Can we claim any of this money back? Thank you for all your efforts on
behalf of people like us! (EM – 29/7/10)
We had booked holiday with a tour operator who used Goldtrail as their flight provider. We
have had to incur extra charges on booking another flight (difference) and cancellation and
rebooking of holiday transfers in Turkey. We have been told by our travel insurance company
that we cannot claim through them, even though we were told from them on the day before our
holiday we would be able to claim. We went on our holidays on the 19th to26th July (this was a
day later than originally planned and booked (EM – 30/7/10)
Perhaps I should have informed you that we have submitted a claim through CAA the cost of
flights which were originally cancelled. This form did not however include or have any where
you could include details of extra charges, such as cancellation charges for the transfer in Turkey
as well as extra charges in the transfer we had to get due to going away a day later. There is
also a matter of the difference in the price of flights between our original flights and the flights
we ended up taking. We had no option other than getting another flight out to Turkey as the
Hotel had apparently been booked with another agency therefore we were told we would not
be able to claim this money back for the hotel accommodation. We had booked holiday with a
tour operator who used Goldtrail as their flight provider. We have had to incur extra charges on
booking another flight (difference) and cancellation and rebooking of holiday transfers in
Turkey. We have been told by our travel insurance company that we cannot claim through
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them, even though we were told from them on the day before our holiday we would be able to
claim. We went on our holidays on the 19th to26th July (this was a day later than originally
planned and booked (EM – 4/8/10)
I would just like to try and warn other travellers - we booked a hotel in Colombo Sri Lanka
through 1800HOTELS it was confirmed both by them and the hotel. When we arrived the room
had been cancelled the day before. When we returned I contacted them and we got an email
back saying they had gone into receivership however when I checked they were still trading and
would have taken both our money and a reservation. If you can please warn other travellers.
Thank you (EM – 10/8/10)
have booked and paid for holiday with "Sun4u" which has ceased trading. Due to travel on 28th
August 2010 for ten nights. Please advise (EM – 13/8/10)
I have booked a holiday through Teletext holidays with sun4udirect.com who have ceased
trading. We are due to travel on 4th September to Majorca flying with [NAME OF AIRLINE] i
have paid in full via a debit card. The fare was paid directly to [NAME OF AIRLINE] and the
remainder to sun4u. (EM – 13/8/10)
We have boked a holiday with Sun 4 u for October 2010,and we don,t know where to get a claim
form for a refund, (EM – 14/8/10)
Bought holiday from Sun 4 u and it appeared on my credit card statement as 2 amounts 1 to
[NAME OF AIRLINE] other to hotel. As sun4u have stopped trading who can i claim the money
for the hotel back from. The amount is £306. We are due to fly out on the 4/10/10 so need to
start looking for alternative accomodation.. (EM – 15/8/10)
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need to get some advice as i booked a sun4u holidays that went bust on the 11th august 2010.i
booked for oct by credit card and paid in full including flights what do i do now ??? (EM –
15/8/10)
we booked our holiday in march with [TRAVEL PROVIDER] paid our deposit when we went 2 pay
full balance were told our flight had been booked with goldtrail and could no longer go all the
other holidays they have offered us have been alot more money we want to cancell are we
entitled to a refund of our deposit? they say we are not but will give us a credit for the deposit
but can only use it with that company. (EM – 16/8/10)
we booked through [TRAVEL PROVIDER] for [TRAVEL PROVIDER] our flights are by kiss our abta
no [NUMBER]can not get any info what so ever can not afford new flights i am a pensioner
please help if you can thank you (EM – 18/8/10)
trying to find e-mail confirming holiday booked with sun 4 u no email other than one conferming
our booking referance number which is [NUMBER] with the [NAME OF HOTEL] in torriamalienos
which has been debited from our account £387.49p we paid on my partners [NAME] card and
whant to know how we go about getting our money refunded. Any help would be greatly
apprechated THANKYOU FOR YOUR TIME (EM – 21/8/10)
I booked a holiday with sun4u by phone on the 10.8.10 on the 11.8.10.we received an email
from [NAME OF AIRLINE] confirming that a flight had been booked and paid for but no
confirmation for [NAME OF HOTEL] the place we had paid for.Later in the day through the
media we learned that sun4u had gone bust, leaving us with the flights but nowhere to stay.
how do we go about trying to get our money back. (EM – 23/8/10)
We have cancelled our holiday as a result of Goldtrail going into liquidation and are struggling to
receive are money back for the accommodation which was booked through 2BOOK (ABTA
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[NUMBER]) We have written formally and requested they cancel the accommodation and advise
of costs and timescale for refund and have not received a reponse. Emails were sent on 2.8.10,
3.8.10, 28,8.10 and 31.8.10. I spoke to [NAME] the owner of [TRAVEL PROVIDER] on the 2.810
and his was both rude and arrogant since this call they or [TRAVEL PROVIDER] have not
responded to my emails. Please advise were we stand as both these agents are operating under
the ABTA unbrella and are acting unprofessionally I believe (EM – 1/9/10)
I booked 2 lots of accommodation with 1800 hotels for 3 days on 15th August 2010 and 3 days
on 29th August staying in Orlando Florida. When we arrived at the hotel we found out that the
bookings were cancelled because 1800 hotels has gone bankrupt they told me that I had to pay
again and I should be able to get my money back from [NAME OF CREDIT CARD] at a total of
£176.34. They told me to get in touch with ABTA. Can you please help me. 1800 Hotels have
sent me a copy of the bankruptcy notification by email on my return to the UK from USA. (EM –
5/9/10)
The holiday included flights that were chartered by the Tour Operator Goldtrail which went out
of business in July. As a result we were not able to go to the holiday destination though the
travel agent still had accommodation booked for us which was paid for, together with transfers.
The travel agent tried to book us alternative flight however they were proving very expensive or
were resulting in considerable changes to our original flight arrangement and we decided to
cancel instead. The travel agent also gave us guidance on how we can cancel and ask for our
hotel costs to be refunded.We have since made a claim through ATOL for the costs of the flights
however we’re now being told (by the Travel Agent) they they’re not able to get a response
about a refund for our accommodation and transfer costs. Do we have any protection for the
accommodation and transfer costs are is insurance the only avenue ? The insurance cover terms
that we booked also seems too restrictive for us to be able to claim on insurance either and we
also didn’t pay by credit card. Is the Travel agent obliged to refund our costs under ABTA rules.
(EM – 9/9/10)
I booked a holiday for my friend and myself with Sun 4 U Direct and now they have went bust. I
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rang our holidays in salou ( [NAME OF HOTEL] ) and they have told me that my accomodation
has been cancelled. Can you tell me how do I get my money back as £500 has been taken out of
my [BANK NAME] account and Ive tried to get my money back from them but they told me Ive
to ring the hotel which I did and they told me to see abta. Could you help me please as we were
to go on th Oct with [NAME OF AIRLINE] from [LOCATION] to barcelona, then get transfers to
salou and Id like not to lose this money. (EM – 13/9/10)
4 of us have booked 2wk holiday to [NAME OF HOTEL], Bodrum, Turkey 27/9-11/10. Both
privately & also details on internet suggest this hotel has gone bankrupt although we have been
assured otherwise. However, some companies are not taking further bookings which make us
suspicious. Please confirm that this information is incorrect to put our minds at rest. If not, what
can we do please? Thank you. (EM – 14/9/10)
We were caught up in the grounding of CTA whilst on a package holiday to Northern Cyprus.The
out flight from [LOCATION] was fine but CTA went bust while we were over there.The tour
company who we went with are Atol bonded.The only way to get back to [LOCATION] was to
book another flight from another airport as no flights were available from Ercan to suit our
buget .The hotel where we were staying at managed to find us a flight home with [TRAVEL
PROVIDER] from Larnaca Airport.This flight cost us a total of £245-00.We have been in touch
with [BANK] as we are card holders but they don`t cover airlines that go bust,we have also been
in touch with ATOL but their [NAME] told us that as no airlines are ATOL bonded they could`nt
help us even though the tour operator was ATOL Bonded.We have been in touch with the tour
operator several times but all we get is when the Northern Cyprus goverment refund the money
for the unused tickets then they will refund us.But as they are Atol bonded I would have
throught the money should be paid back to us any way. [NAME]from ATOL said we could claim
the money back with Visa Debit Chargeback but [BANK] who we are with said we could not.So
what do we do now we look forward to your advise (EM – 15/9/10)
I made a holiday booking with [TRAVEL PROVIDER]. Invoice dated 7th May 2010. My flights were
with Goldtrail who went bust. [TRAVEL PROVIDER] are abta & atol members, [TRAVEL
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PROVIDER] sent me atol claims form to fill in so atol paid them. Now [TRAVEL PROVIDER] ignor
all my emails for update requests. I sent my forms to [TRAVEL PROVIDER] around 20th May 2010
but have not had any update on the progress, [TRAVEL PROVIDER] do not reply to any email
requests, they do not return phone calls, I have not received any refunds on my £721.00 that
they took on my credit card in may. (EM – 22/9/10)
H i booked a holiday with [TRAVEL PROVIDER] my flights got cancelled due to them being
booked with Kiss flights. I took the option available to cancel the entire holidayand got told i
would get a full refund. I got a claims form from [TRAVEL PROVIDER] for the flights and assumed
i would get one for the hotel and the transefers! iv tried on several occasions to contact [TRAVEL
PROVIDER] and to this day have been fobbed of with people telling me I haved called the wrong
department etc or they would get someone to contact me back! Iv also contacted them throug
E-mail several times and have still not had a response. All I want is a refund for but this is has
now been going on for at least 5weeks i am still paying the interest on the bill as i am waiting to
be ferunded. If any one can shed some light on what I do please ca n someone let me know!!
(EM – 28/9/10)
I booked a flight with Goldtrail through [TRAVEL PROVIDER], i filed a claim as soon as the flight
company went bust, i have contacted [TRAVEL PROVIDER] many times asking for information
about my claim and keep getting fobbed off with excusses about there being lots of claims, i feel
that by now i should have at least recieved a claims number? (EM – 1/10/10)
Sent my claim pack for goldtrail to [TRAVEL PROVIDER] as soon as they went bust and after
several calls to [TRAVEL PROVIDER] they assured me that the claim was sent to the CAA on the
7th September 2010. I have phoned the CAA to ask the state of my claim and have been
informed that they have never received it. I then phoned [TRAVEL PROVIDER] and they told me
they sent it and there is nothing more they can do. Can you please advise me on what to do next
(EM – 6/10/10)
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I have sent by bank tfr £700 to [TRAVEL PROVIDER] SL for 2 wks accommodation in Canaries
.4wks after balance paid received email saying they had ceased trading. They do not now
answer tel. or emails and cannot obtain details of administrators. Have discovered money I sent
was to a personal a/c at [BANK] although co. was supposedly ltd. My first contact was with
[TRAVEL PROVIDER] who passed on my details. They state on Internet that [TRAVEL PROVIDER]
has ceased trading and their website has disappeared. Not true, I have found 3 websites still
offering rentals so they could still be taking money from unsuspecting tourists. I accept I have
probably lost my money but think other people should be warned. (EM – 8/10/10)
In July I booked a holiday to Turkey through [TRAVEL PROVIDER]. Unfortunately they had
sourced the flights through Goldtrail, who collapsed the day my account was debited for the full
money by [TRAVEL PROVIDER]. Ignoring the fact that this money would have not even been
paid to Goldtrail at this point and I think [TRAVEL PROVIDER]could have paid me back
themselves, they decided to progress it as a claim from Goldtrail; I am still waiting from the
return of funds from [TRAVEL PROVIDER] over 3 months later. The information I have been
provided with by [TRAVEL PROVIDER] has been next to useless. They claim to have a phone line
but when I call this it is just a pre-recorded message saying they are dealing with the issue and
forms have been submitted. I have also tried to email (see attached email), and responses have
been limited and of little use. they just send out a pro-forma response saying they have not
heard anything and expect claims to be 60 - 90 working days. But they have not informed me
when they made the claim, how they expect to reimburse me when the funds are returned etc.
I have not been provided a specific date for reimbursement and am getting quite worried as I
cannot afford to lose this money (almost £800). Could you please help? (EM – 21/10/10)
i am still waiting for my deposit to be returned after the collapse of globespan last year after
many requests from huntswood the travel agents [TRAVEL PROVIDER] area of [LOCATION] will
not supply the info needed to complete my claim huntswood need the proof of deposit i paid
(EM – 21/10/10)
I was booked with SUN4U and managed to get my accommodation monies back from my credit
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card company but they are unable to reimburse my flight monies, can you help with this? (EM –
23/10/10)
Hi there I booked a family holiday with [TRAVEL PROVIDER] we paid the deposit which included
flights with [NAME OF AIRLINE] We flew to ibiza and on arrival at our appartments were told
that the booking had been cancelled as Sun 4 you had just gone into administration and that the
payment for the apartments had not been made. We had two choices repay for our apartments
or retun to the airport and pay for four flights back home as the flights back the following week
had been paid for we paid for the weeks apartment booking again on a credit card. I paid the
original deposit for this holiday on an [NAME] card but as the flights and the apartment deposit
had been paid at the time this was fine, the payment for the apartments was paid on my
[NAME] debit card to sun 4 u (almost £1000) 12 weeks before we went. I thought that as this
was a n abta protected holiday I would have no problem in getting the moneys back but I have
been led all over the place with no one willing to pay . the [NAME] bank travel insurance said
they did not cover holidays going into administration , [NAME] bank debit card said they would
not pay and told me to go to abta, Abta sent me to ATOl who have just replied saying no and to
try my bank or travel insurance, all the time this is sitting on my credit card gaining interest.
because of the way the this firm set up holidays part was paid up front to and airline and part to
was a hotel nobody seems to cover it please help.your upload service would not accept the
documents but i have all these and can email them to you if required thanks for your time (EM –
26/10/10)
I booked a holiday through Goldtrail this summer. Unfortunately the holiday company went into
liquidation and we were forced to make a claim for a refund via the CAA (Huntswood). The claim
was submitted in July 2010, additional information was requested on 12/08/2010 to which i
replied promptly. 6 weeks later after receiving no correspondence with regards to the status of
the claim i telephoned the company (Huntswood) 2 days later they returned my call and
reassured me that my claim was one a a large spreadsheet and should be processed and
completed in 2 week. 4 weeks later still having heard nothing i contacted the company again.
When the operator finally returned my call she informed me that apparently my claim was one
of the few not on the spreadsheet, and they were still awaiting information from the [TRAVEL
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PROVIDER] and "they can't force the company to give them information" and until they receive
the information there is nothing they can do. I have contact the local branch of the travel agent
who told me everything has been sent off but they would be more than happy to speak to
Huntswood if an operator called them and anything they required could be faxed over. I tried to
phone Huntswood again to update them and ask if this was possibe to be put through to an
answer machine again. I appreciate they are dealing with a large volume of claims and this may
be a lengthy process, however i am appauled by the customer care provided by Huntswood and
the lack of or non exsistance of communication with regards to the status of the claim,
especially when it is in hold! It has been 3 months now and i am in need of the money and
would like an answer and to be reassured that progress is been made. I have made a formal
complaint in writing to Huntswood and have contacted the CAB who told me to contact
yourselves incase you can offer any advice. Thank you in anticipation. (EM – 26/10/10)
Hello, I would appreciate your advice/assistance in dealing with my complaint regarding
[TRAVEL PROVIDER]/Kiss Flights. I booked a weeks holiday to Crete on 5/8/10. Departure date
24/8/10. I paid by credit card. I declined insurance due to having an annual policy but was
charged for it - "Supplier Failure Cover'. On 17/8 [TRAVEL PROVIDER] rang & said Kiss Flights
had gone into administration. Advised to rebook new flights quickly if I still wanted to travel. I
did this & the new flights were more expensive. [TRAVEL PROVIDER] agent said [TRAVEL
PROVIDER] would reclaim this additional cost on my behalf & refund me. Agent assisted me in
completing ATOL claim form. Posted RD & received by [TRAVEL PROVIDER] HQ on 20/8. Despite
my phonecalls & emails [TRAVEL PROVIDER] have still not lodged my claim form with the CAA. I
believe it is still in their HQ. [TRAVEL PROVIDER] sent an email on 25/10 suggesting they have
lodged the claim form but unable to confirm date sent. I have not received CAA
acknowledgement letter. [TRAVEL PROVIDER] said they would issue my refund when it is
available. Lodged a complaint with ABTA on 8/10 regarding [TRAVEL PROVIDER] poor service.
To date no response from ABTA. On 27/10 emailed ABTA again to inform them that [TRAVEL
PROVIDER] mis-sold the Supplier Failure Cover Insurance. On 8/10 emailed a complaint to The
Times newspaper financial complaints columnist, but unable to assist due to volume of work.
My credit card company will not help/refund & redirected me to [TRAVEL PROVIDER]. What, if
any, further action can you advise. I do not know why [TRAVEL PROVIDER] will not lodge my
claim form despite having it since 20/8/10. (EM – 27/10/10)
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In May last year i booked for myself and 3 friends to travel to Turkey on the 14-21 August
through [TRAVEL PROVIDER]. 3 weeks before we were due to depart we were informed that
Goldtrail Holidays who had arranged our flights had gone bust meaning that we had lost our
flights and we were told we could either chose alternative flights (at a cost of another £200 per
person) or chose an alternative holiday at the same cost as the one we had booked. We chose
the later option and were told we could stay in the [NAME OF HOTEL] in Ibiza for the same cost
that we had paid for our Turkey Trip, we decided to make the best of the situation. The Hotel we
were sent to was appalling, there were wires coming out of sockets in the wall, ceiling tiles
falling down, scalding brown water coming from the taps, broken sun loungers, a dirty pool to
name but a few. (I have attached a copy of all emails pertaining to my original complaint) Since
returning i have followed the procedure as set out on [TRAVEL PROVIDER] website. I have had
no response untill now 3 months after i submitted my orginal complaint. [TRAVEL PROVIDER]
have informed me that we have no claim as we were supposed to use the contact on the
accomodation voucher to complain. (the accomodation vouchers were taken from us when we
checked in and not returned.) As far as i'm concerned we booked our holiday through [TRAVEL
PROVIDER], and at no point were we made specifically aware that that was the procedure for
complaints, there website completely contradicts itself by saying complaints regarding any
aspect of the holiday are to be submitted to them via the webiste. At the moment they have
offered us 10% of the accomodation cost which amounts to £17 each approx which i find
insulting. The accomodation was completely unacceptable and totally ruined our holiday. I have
suggested as a comprimise that they refund us half the cost of the accomodation. I find it totally
unfair that they have taken our money and are now treating us in this way. Please could you
advise me if there is anything else that can be done? thank you (EM – 29/10/10)
on 24th oct 2010 i was part of an 8 man party who had booked a golf trip to la manga golf resort
in southern spain .we paid in full for our holiday .we had booked on internet with company
called la manga rentals. 3 days prior to our departure we recieved an e mail informing us that
the company had gone into voluntary liquidation.on receipt of this e mail i immediately
contacted la manga rentals ,it came as no surprise there phone line was cut off .i then contacted
la manga golf resort direct only to be told that la manga rentals were a third party company and
nothing to do with la manga spain.we lost our holiday,so no point on flying ,can you plese
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furnish me with any information that maybe of help (EM – 30/10/10)
we booked a holiday with [TRAVEL PROVIDER] for september 2010,,they booked the flight with
goldtrail,we had to rebook and repay £1200,they sent us a claim form for them to send to atol
and claim our previous flight monies back of £1004,this was in august 2010,we sent all the paper
work to them regarding the claim but we have had no response from them and the have not
even confirmed reciept of the claim for and they will not answer any email or phone calls ,,could
you please advise.. (EM – 3/11/10)
I booked flights through [TRAVEL PROVIDER] in January 2009 for travel to Marmaris in July 2009.
On the morning of the Goldtrail collapse17th July i received a call from my brother in Turkey
saying that people were talking about the Goldtrail collapse and that people at [TRAVEL
PROVIDER]out there had been mentioning that people flying with [NAME OF AIRLINE] had been
affected. In my panic, as we were travelling the following friday,23rd July 2009. I may have not
done enough research to see if i was affected, I had tried seeing which other companies [TRAVEL
PROVIDER] were connected to but it wasn't a quick exercise, their terms and conditions stated
that listed were some companies they were connected to but it also stated that it was not a
complete list. I also checked [TRAVEL PROVIDER] website on receiving the phone call, where
there was a notice re ringing regarding Goldtrail collapse. I re-booked flights with [NAME OF
AIRLINE] approx 5 mins before speaking to an operator on the line [NAME OF AIRLINE] had put
up on their site. I have a recording of the conversation, which they emailed me and my main
points of complaint are that when the phone was answered by them i said to the operator that i
was "ringing because [NAME OF AIRLINE] had gone bust" her reply was "Yeah" I explained that i
had no idea if i was booked with goldtrail via themselves she didnt pick up on this point i also
asked if she needed my booking reference to check if i was affected she said no someone would
be in touch in due course. Over that weekend i quickly realised i had made a great mistake and
that my original flights hadn't been affected, i rang first thing on the monday morning and spoke
to a [NAME] who said they would listen to the call and a refund would be made available had i
been given the wrong advise. Despite numerous phone calls and e-mails leading up to my
departure on the Friday no one answered my emails or would talk to me on the phone. Since
then i have sent many emails and made even more phone calls to no avail, all i have had is an e-
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mail stating that as i had booked alternative flights before speaking to their operative they were
not prepared to do anything with regards a refund or compensation. My complaint with them is
not that i re-booked before speaking to their operative i know this, my complaint is that during
the orginal phone call the lady had ample opportunity to tell me that my information was
incorrect but she just agreed with what i was saying. If she had given me the correct
information, i could have tried to see if the people i had booked the new flights with would
consider cancelling the flights and refunding some of my money. Also if the lady at [TRAVEL
PROVIDER] and [NAME] at [TRAVEL PROVIDER] on the monday had paid attention to what i was
saying and also during the week leading up to my flight when i emailed a number of times telling
them i would not be using their flights, they could possibly have re-sold the flights and they
could have recouped some of my money, i dont know. They just refuse to answer me regarding
my concerns on what was said in the orginal phone call and if i try to speak to [NAME] the
orginal person who told me to put my concerns in an e-mail i am told she works in customer
relations and you cant talk to someone in customer relations! I have not had a reply regarding
my complaint since sending the 1st e-mail on 19th July 2009 even though they requested this email. I am at a loss as to what to do next obviously the amount of money in question is not
enough for a holiday claims company to take on. I found yourselves on the net whilst looking for
a solution to this matter. If this is not something you deal with would i be able to take my case
to ABTA as the company are ABTA registered. I have tried to attach some of the e-mails but
havn't been able to if you could help in this situation then i can forward them directly. (EM –
5/11/10)
Originally [TRAVEL PROVIDER] sold this holiday as a package deal, yet I was asked to sort out
additional flights due to the collapse of an organisation which was not discussed with myself at
the time of sale. The holiday package I purchased included flights and I have now paid for 2 sets
of flights, one being more expensive than the first. I paid [TRAVEL PROVIDER] for the package
deal, not any third party to my knowledge. It is therefore [TRAVEL PROVIDER] who should have
arranged alternative flights if the original flights were cancelled. There should of been no
additional costs to my party and I should not have had to arrange flights in order to reach the
destination. In this respect [TRAVEL PROVIDER] who represent [TRAVE; PROVIDER] customers
have let me down. It is [TRAVE; PROVIDER] who should provide a refund of the original flight
and any additional costs incurred in travelling to the original destination of [NAME OF HOTEL]in
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Altincum, Turkey. I had to spend most of the day on the Saturday before I travelled to sort out a
mess caused by [TRAVEL PROVIDER] and no contact made prior to myself. Had I not of re
arranged the flight and times of the package holiday, there would of been no holiday at all. It is
disgraceful that a letter arrive 2 days before the flight was due to take place, to inofrm me that
the original flight was cancelled. To make matters worse I called [TRAVEL PROVIDER] 3 days
prior to the original booking dates to ask if everything was okay with the package holiday
arrangements, and was told everything is fine. I want a full refund from [TRAVEL PROVIDER] for
the original flights and the additional expenditure incurred as a result of me having to save this
holiday. I do not have the original cost of the flights as the holiday was sold to me as a package
deal, but [TRAVEL PROVIDER] have since informed me that the re arranged flights costs more
than the originals leading to me having to pay more for the holiday. I do not want to claim off
any other third party and complete a form, where such a claim could take up to 12 months, as
[TRAVEL PROVIDER] have advised for the collapse of Gold Holidays. [TRAVEL PROVIDER]are
refusing to refund myself for a holiday flight that I paid for in full, but never received the flights.
It is [TRAVEL PROVIDER] who are liable to return to me the value of the holiday that I paid for
originally, and that I should not have had to have sorted out alternative arrangements. It was up
to the travel agent to either refund the holiday package in full or arrange alternative
arrangements to the customers satisfaction. Can you please advise how I can best recover the
funds paid the [TRAVEL PROVIDER], other than going to court. (EM – 13/11/10)
i am finding it difficult to claim back my money for what i paid for my holiday through [TRAVEL
PROVIDER]. On two occasions our travel flights went into liquidation and lost our holiday 1st
one with Goldtrail booking ref [NUMBER] of where i paid £592 and 2nd one with Kissflights
under the same booking ref of where i paid for further flights of £451 making a total of
£1,044.00 i have been told by [TRAVEL PROVIDER] that CAA are sorting it,they have been in
tough via letter and appropriate forms have been filled out and all the required original
documents sent, they have then wrote back saying the bank statements dont have our name on
the top of all of them and need to send more. I have refused this as each statement cost me
£10.00 and on every statement is the credit card number so they will correspond with who they
belong too. I managed to get the number for CAA but was told that its Abta that will be sorting
it not them i have now been in touch with the credit card company for the 2nd payment that i
have paid as the 1st one was paid by a current account bank card. They will be investigating it i
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feel i am just being shifted from pillar to post and no one wants to take responsibility and as for
[TRAVEL PROVIDER] i have filled all the forms outand still waiting for them to sort out of what i
have paid for Accommodation and shuttle transfersthey told me they were going to pay me
back that was 10weeks ago. now ive been told it wont be themSo who is going to sort it,as i
want my money back i don't like to complain but why am i doing all the chasing around why isn't
the company that we booked with ([TRAVEL PROVIDER]) sorting all of this for us as they were
the company that arranged the package holiday for us. My husband is recovering from a stroke
so we could do without all this stress and to top it all we lost the holiday.I hope to hear from you
shortly and hope this matter can be sorted asap so i can get my money back of £1044.00. (EM –
6/12/10)
booked holiday with [TRAVEL PROVIDER] . com.travelling on 240810 ret 310810 to turkey cost
£1562.33.holiday company goldtrail went bust and holiday had to be cancelled.we have not got
our money back despite sending numerous e mails to [TRAVEL PROVIDER].they keep fobbing us
off with excuses. can you give us advice please because we do not seem to be getting anywhere
fast. (EM – 8/12/10)
I recently booked a concert trip to Paris with a tour operator ([TRAVEL PROVIDER]) who took my
money and then cancelled the trip. They've since applied for Members Voluntary Liquidation
and told me that I will get my money back "with 12 months" as per the terms of MVL. What I
want to know is do their obligations under the Package Tour EC Directive not come into play, all
money should have been bonded and returned once the trip was cancelled as I understand. Is
there any course of action I can take against them for breach of regulation? (EM – 9/12/10)
Hi i booked a holiday with [TRAVEL PROVIDER] thay then booked it with sun 4 u .i have sent in a
clames form two you to get my money back i hope you can help me here is my booking ref
[NUMBER] we are oap and could realy do with this refund thankyou (EM – 14/12/10)
I was wondering if you could possibly give me some advice please. I booked a holiday through a
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company called [TRAVEL PROVIDER] in July to go away in August. The holiday cost just over £580
for 2 people. Unfortunately, quite close to our holiday I was contacted by [TRAVEL PROVIDER]
informing that KISS flights had collapsed, so flights were no longer available to Lanzarote. I was
offered alternative flights but most were nearly £1000. Therefore i opted for a refund. I was
informed that I would be able to claim my money back through the ATOL scheme for the flights
(which I have done and am awaiting) totalling approx £380. However, as the accomodation was
separately booked I would be able to get a refund however lose a £70 cancellation fee (£35 per
person). The member of staff stated she would email the accomodation company however, to
try to get this figure reduced. I accepted this, so the minumum I would be reimbursed was just
under £80 from [TRAVEL PROVIDER], or possibly more if the accomodation company accepted.
Since August I have made 4 calls to various members of staff and outlined the circumstances to
them. All of the staff members said they would follow it up for me and my money refunded the
following week, this was never done. I emailed approximately one month ago and my email was
ignored. Finally last night I sent an email again, outlining the circumstances and informed
[TRAVEL PROVIDER] that I would pursue the money via other means if my money was not
refunded within 4 weeks. I then recieved a response today from a member of staff of the
company stating I am not entitled to any refund and this was explained to me in August! The
company claim that they emailed the accomodation company to ask if they could give me some
of my money back, however they havent been able to so I wont recieve a penny. I was
wondering if you could please advise me the best course of action. The company are not willing
to pursue this matter and I was lied to, which certainly would have influenced my descision if
they had been honest with me. (EM – 15/12/10)
[TRAVEL PROVIDER] collapse. I have a holiday booked with [TRAVEL PROVIDER]s through the
above and want to confirm it is safe. (EM – 16/12/10)
HI, WE WERE DUE TO HAVE A HOLIDAY IN SEPTEMBER – [TRAVEL PROVIDER] WHERE OUR
CHOSEN COMPANY, HOWEVER KISS FLIGHTS WENT INTO LIQUIDATION -WE HAVE FILLED OUT
THE CLAIM FORM, SENT IT BACK BY RECORDED DELIVERY AND DESPITE CALLING THEM WE HAVE
NOT YET HAD OUR MONEY REFUNDED ANY ADVICE PLEASE (EM – 17/12/10)
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My wife booked a weeks holiday at the [NAME OF HOTEL] in Sharm El Sheikh via an internet
company called 1800 Hotels. It seemed that they ran into some kind of financial difficulty in
October and we received conflicting advice as to whether the booking was confirmed having
already paid for it. In the event the best thing to do seemed to be to call the hotel who informed
us that the confirmation was made and everything had been paid for. However, upon arrival it
transpired that the booking had been subsequently cancelled and monies refunded although
none had come to us. As I was at the hotel when I became aware of the the news I had no
choice but to pay for the hotel again. I have tried contacting 1800 hotels on the phone numbers
provided on thier live website but the phone rings dead. Is there anything I can do and if not
how can the website be closed down as one can still book (and pay) for accomoadtion through
this company. (EM – 21/12/10)
Further to the above holiday reference I have phoned your company again this morning for the
fourth time only to be told, yet again, that the deposit that you took for this holiday would be
returned to me within the next two weeks. I have been hearing this story since the middle of
October. My ATOL Claim Form was received by yourselves on 10th August this year and yet you
are unable to give me a claim number which I find very strange. My deposit was paid by credit
card and the credit card company have been informed of the situation now and are looking into
it, also I have informed ATOL this morning of the situation and am copying them into this email
as they have suggested I should try once again to get a response from you. So far you have not
acknowledged in writing your receipt of the claim nor a letter that you received on 4th
September from myself concerning cancellation of the entire holiday package. To be honest I
am amazed at how completely ignorant your company has been to all my communications and
not only will I not be booking with you again I am advising my friends and relatives not to do so
as your treatment of customers is disgusting. The young man I spoke to this morning at your
company has asked that I send this email and request a date from you as to when I will see my
deposit as he is unable to help me. It has now been 5 months since you received my claim. (EM
– 21/12/10)
Could you give advice please? Our holiday was cancelled in august (due to go in sept). We have
been assured we will receive a full refund and completed the claims forms. We were assured
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we would receive refund in 3mths.We phoned to check the process of our claim and were told
that we'd receive money 3 weeks max and that was 5 weeks ago.Called them today and they've
said another 2-3 weeks.They can't give me information for a manager because its confidential
and now say that he doesn't have a phone! We have no confidence that we are going to get our
money back and not sure what to do next and whether we will be entitled to compensation? Its
now been over 3.5 months since we were due to go. Any help would be greatly appreciated.
(EM – 21/12/10)
Holiday Name Change Claims:
RE. [NAME OF AIRLINE]. my wife and I booked 2 flightswith this company fron Gatwick to Chania
about 6 weeks ago, one flight May 26 for 13 nights return. The other in Sept. Sadly my wife died
suddenly on 12th. inst.. I did not want to travel alone and tried to rearrange her seat for my son.
[NAME OF AIRLINE] wanted to reharge a further £300 for this. I will cancel both flights and
would never travel again with them even if tyhey offered me free flights to anywhere in the
world. (EM – 25/3/10)
I wonder if you can advise the best course of action, regarding a holiday we have booked with
[TRAVEL PROVIDER]? At the start of June I booked a holiday for 7 of us to go to Tenerife on an all
inclusive basis, with [TRAVEL PROVIDER]. However, when I received the holiday companies’
confirmation, our names were spelt correctly on their confirmation, but on the [NAME OF
AIRLINE] confirmation I received, my title was incorrect, with ‘MR’ instead of ‘MRS’ and one of
the children had a totally wrong surname (The company were given the correct names/titles
approximately 5 times). I immediately contacted the holiday company, only to be told someone
would contact/email me an updated itinerary with the correct names. 2 weeks on, countless
emails and phone calls later and the holiday company are yet to come back to me, is there any
course of action I could take, as I know [NAME OF AIRLINE] will not allow us to board without
the correct names/titles? (EM – 22/6/10)
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I recently booked a flight to usa through [TRAVEL PROVIDER] on reciving conformation my name
is [NAME] should be [TITLE].[TRAVEL PROVIDER] say they have contacted [NAME OF HOTEL] and
as Passport does not have a title ie mr mrs ms then i should be ok to check in but if i want to
change ticket from miss to mr then there will be a charge,[NAME OF HOTEL] say ticket name
must match passport and advise me to contact [TRAVEL PROVIDER] any advice would be
appreciated (EM – 31/7/10)
I booked a flight for my daughter with [TRAVEL PROVIDER] in her new married name.
Unfortunately her passport is in her previous name. My daughter contacter the travel comp via
telephone and e-mail on the 16th July and again on the 19th July to find out if she could use her
passport with her marriage certificate she was told they would get back to her with the
information. She has waited for their reply without success. When I contacted them yesterday
they now say she has to change her name on the booking and will charge £75. If they had
responded on the 16th this would only have cost £25. What, if anything, can I do about this? I
feel they have us over a barrell as we fly on 15th August. (EM – 5/8/10)
BOOKED A HOLIDAY WITH [TRAVEL PROVIDER] AND THEY'VE PUT THE WRONG INITIAL ON THE
SECOND PASSENGER. SHOULD BE H BUT THEY'VE PUT G AND NOW THEY WON'T ANSWER MY EMAILS OR CALLS.PLEAE HELP BECAUSE MY HOLIDAY'S ONLY 4 WEEKS AWAY REF [NUMBER] (EM
– 6/8/10)
I have booked a flight only to the USA through [TRAVEL PROVIDER]. We noticed a couple of
spelling mistakes in the itinery. ie: my first name was spelt [NAME] and my wife [NAME] had
been spelt with two l's. We informed [TRAVEL PROVIDER], they said they could change the
spelling mistakes for £150.00. Broken down as £60.00 airline fee, £90.00 [TRAVEL PROVIDER]
admin fee. Can they charge such exorbitant fee,s for such small errors? (EM – 11/8/10)
My wife has booked an american trip with be[TRAVEL PROVIDER], a London company. Their
terms and conditions state a cancellation policy in terms of days and amounts. The travel advice
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confirmation which was eventually sent out 3 months after booking on the phone states in the
notes that it is a 100% cancellation fee - is this allowed, I fear it may be legal but need to check.
The company also made an error when taking the initial booking over the phone with a christian
name of one of the travellers. When the confirmation was eventually transmitted (3 months
after booking) this was highlighted and queried. It was changed but 400 pounds added to the
bill. The travel date was not for another 4.5 months from the highlighting of this error, again,
this does not sound correct but some advice would be appreciated. Email is the best medium, I
am currently deployed in [LOCATION] and trying to resolve this issue from afar! (EM – 16/8/10)
I booked a flight with BMI BABY last September for a family of four to fly to Murcia from
[LOCATION] on 15th August and return to [LOCATION] on 29th August and because booked on
line with initials I had to pay another £596 on top of the £820 I originally paid as they said the
terms and conditions have changed in January this year and feel this is unfair ( EM – 2/9/10)
I made a mistake on the booking of my flight with [NAME OF AIRLINE] that will be on 21
september to 25 september the error was in my last name that is [NAME] but i had type wrongly
with [NAME].As yuo can see in the kyebord the two letter are close each other.I like ear your
advice with this matter.thank you (EM – 8/9/10)
I need advice on charges incurred to chnage a slight mistake on booking a flight. My husband
booked flights for us to Creete for our Anniversary. He did not realise that my passport was still
under my maiden name - so when I contacted our broker ([TRAVEL PROVIDER]) to correct this they advised me I woudl have to pay £50 just to chnage my surname. I contected the flight
operator direct ([TRAVEL PROVIDER] Flights) and they told me it was at the discretion of
[TRAVEL PROVIDER]....and that they could not make any amendments. When I went back to
[TRAVEL PROVIDER] - they told me [TRAVEL PROVIDER] will charge regardless - therefore they
have. To make such a minor amendment shoudl not cost that amount surely. I am meant to fly
on the 7th Oct from [LOCATION].....and coulr really do with some advise on what to do to not
incur such a charge. (EM – 17/9/10)
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We have been prevented from going on our holiday because of a domestic crisis. We wanted to
change the names on our tickets to let our relatives go in our place but have been advised that
this is not possible because the 'system' does not allow for this (to be fair it was very short
notice but then again surely this is characteristic of emergencies!) They were unable to give
further information about why this might be so nor able to consider changing the 'system'. (EM
– 29/9/10)
I received the payment conformation with incorrect name on it, despite I entered correct name
before submitting my payment. I contacted them straight away, pointing out that my name is
not correct. I believe that this happened because I was a regular customer and I was registered
with them before under my old name. I changed my name recently and I entered correct detail
before purchasing the ticket. In 36 hours I received a reply, saying that they are sorry for the
delay in answer and because the eticket has been already generated ( in 24 hours after
submitting my payment), they can not help me. I call them many times, the line is always busy.
Then I contacted my airlines and these people said that it could be possible to change my
second name on my ticket, but only if the agent ([TRAVEL PROVIDER]) will contact them directly.
I need to travel on 23.10.2010 to [LOCATION] to visit my terminally ill mother, but I can not get
through to this agency as they even dont acknowledge my second email and as I mentioned
before, the line is always engaged. Also they have no facilities on their webside to submit a
complain form. The ticket price is 327 pound I simply can not afford myself to pay for their own
mistakes twice. On their ticket purchase confirmation they state that if any mistakes occur, i
need to contact them asap, as what I exactly did. Please advice me what I need to do in this
situation, as their are surely do not comply of my Consumer Right. (EM – 8/10/10)
Have just booked flights with [TRAVEL PROVIDER] and have entered the wrong departure &
arrival destinations (wrong way round) Have been advised that to correct the error will cost
twice as much as the original flight booking- Administration costs in excess of £600 How can
companies charge such extortionate fees to correct a simple error! Is it simply a case of pay up
to get it fixed or is it possible to fight on the charges ? (EM – 12/10/10)
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I'm really hoping you can help me. I have booked flights to New York with [TRAVEL PROVIDER]
leaving on Dec 29th and returning on Jan 2nd 2011. It took me five attempts to book these
flights every time a pressed confirm the web page returned to its homepage. however by the
time it did work (on the 5th attempt) the flights had gone up by £80.00. I accepted this increase
and was looking forward to my trip (which was supposed to be a surprise engagement trip).
After receiving booking confirmation and the request for passport information, [TRAVEL
PROVIDER] contacted me to say that i would have to cancel my booking due to the surnames
not matching. My partners name has been put down as [NAME] and should be [NAME]. You can
imagine my utter disbelief when they said i would have to cancel my flights and would receive
no refund, the flights cost £1330.00 in total. I have know way of knowing who's at fault as i don't
think i would put down his name wrong and i have no way of proving that lowcost had a website
fault. To cut a long story l have been passed from pillar to post by [TRAVEL PROVIDER], their call
centre in India, [TRAVEL PROVIDER] and [NAME OF HOTEL]. The operations manager at [TRAVEL
PROVIDER] [NAME] now says she has done all she can and i have no alternative than to cancel
these flights. [NAME OF HOTEL] say its the booking agents responsibility and [TRAVEL
PROVIDER] say its the airline that will not change the name. I am quite willing to pay an admin
charge to change the name but none of the companies listed will help me at all, they all keep
blaming each other. I also understand the reasons behind their terms and conditions but to
loose £1330.00 because of an admin error is ridiculous and its a little hard to believe that no one
can help me sort this out. Please please help me in this matter, £1330.00 is a lot of money to
loose, particularly as the airline and the booking agent will wait for me to cancel these flights
and then sell them again. Please advise as i have also paid for a hotel and need flights to get
there otherwise i will loose another £1000.00 (EM – 13/10/10)
i booked a holiday to new york with [TRAVEL PROVIDER] for me and my boyfriend, however we
have since found out that he is unable to go. i called [TRAVEL PROVIDER] and they advised that i
cannot change the name as we leave in 7 days they also said that if i cancel it will be 100%
cancellation fee. is there anything that i can do?? (EM – 20/10/10)
we bought air tickets from [TRAVEL PROVIDER] for travel from [LOCATION] to Miami in
september, they mis-spelt our names on these tickets but we had to pay a further £150 for new
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tickets (EM – 24/10/10)
I wonder if you can help me. I have booked a holday with [TRAVEL PROVIDER], that are a
franchise from [TRAVEL PROVIDER]. When I initially booked the holiday (for 7 people) they told
me the total cost would be £251 per person. They have since gone ahead with the booking and
the amount per person is £256.02....I was not happy about this as it was above the agreed
amount but we decided to proceed anyway. Since then I have had three confirmation invoices
off the company...all wrong. The first stated that I had booked for two people in a twin room.
The holiday is for 7 people, 1 x twin room, 1 x double room and 1 x triple room and it also had a
spelling mistake [NAME] should be [NAME]. I rang the company and they said they would get
the problem rectified. I have since recieved 2 more confirmation invoices not one of them is
correct there is still a problem with the spelling of the name and the accommodation is still not
what I have booked!! The company are now saying it will cost me £100 to change the name of
the passenger direct with the airline. I have asked for surnames of the people I have dealt with
and they will not tell me..apart from the lady on the confirmation invoice [NAME] the only other
names I have are [NAMES] (the branch manager?) I have since phoned [TRAVEL PROVIDER] and
they said they would arrange a call back from the franchise manager, who's name I have since
found out via the internet is [NAME]. Apparently he tried to phone me at 3pm on the 25/11/10
but the number was wrong.. again a problem with their administration!! We are due to fly on
the 14/11/10 and I feel that because of all the administration errors to date they should absorb
the airline fee of £100 to change the passengers name. Where do I stand with this? I wanted to
cancel the booking and book the hotel and flight independently because of the problems with
this company. Having researched it I would actually save £200 on the total booking price .
However I will lose the total cost of the holiday if I cancel. I only booked it a week ago!! Can you
help? If you need them I can forward the confirmation invoices onto you for you to peruse. (EM
– 28/10/10)
Called to book holiday and agent took details, she then rang later that day to ask how MY name
was spelt. Within next few days got letter of confirmation, second passenger ([NAME]) name
wrong. I called and couldn’t get hold of agent but was told someone would call back. In the
meantime I received an e-mail from the agent giving details of flights etc. Flight times were not
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as she had told me on phone so I queried that and also said about name change in e-mail. Had
no contact from them again so I had to ring. Got through to customer services who said they’d
ring back. They did and said not a problem but the agent had looked at her records and no
mention of [NAME]?? But not to worry as all would be rectified. Then this e-mail this morning
saying they will have to charge another £330 to hange the name which is about a third of the
holiday cost !!!! (EM – 17/11/10)
Booking on line with bmibaby and the system copied the 1st passengers name to the 2nd
passenger during the second try at booking. I cannot enter passport details and company
charge £80 to "change" to my wife's name, Can I cancel under the European Distance Purchasing
Act (2000) 7 day cooling off period? (EM – 18/11/10)
I booked a cruise a few weeks ago and when confirmation arrived they had put the 2nd persons
surname completely wrong (assuming we were married). I rang them immediately I received
confirmation to be told someone would get back to me. Someone did and I told them the
problem. I have since spoken to various people who said this would be corrected. I also e-mailed
the agent who dealt with me but no reply. I then received an e-mail last wed from tour operator
to say I would have to pay a ufurther £383 to have name changed. I have complained and not
heard anything from them other than to say it is being dealt with, what can I do (EM – 23/11/10)
Please can you advise. I booked a holiday with [TRAVEL PROVIDER]. After viewing online, I
booked it over the telephone. When they sent the documents, they had made an error in the
spelling of my name. The documents stated [NAME] instead of [NAME]. This was on both the
accomodation and the flight documents. I emailed them twice over a week asking them to reissue the documents in the correct name. All I have received are automated responses. I rang
the 0871 number at 10p a min and was kept for a considerable length of time. I was then told
that I had to contact [NAME OF AIRLINE] direct and when I'd changed the details with [NAME OF
AIRLINE] to ring [TRAVEL PROVIDER] back again, then they would change the accommodation
details. I tried to ring [NAME OF AIRLINE] again at 10p a min only to get 'all our operators are
busy!'. I went on the internet and was pleased to see I could change documents on line. Only
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when I got to the bottom of the page was I informed this would cost me £100 !! I can see that if
I had booked this same holiday myself it would have been £150 cheaper. I assumed I was paying
this tour operator to work on my behalf. The mistake is theirs not mine and yet they expect me
to put it right at further expense and inconvenience to myself. I have been advised by Trading
Standards that [TRAVEL PROVIDER] should put this right. Trading Standards also advised me to
contact your organisation. My only hope is that as [TRAVEL PROVIDER] are members of your
organisation, you will be able to assist in this matter. Details of my package deal are Booking
Ref: [NUMBER] [NAME OF AIRLINE] Ref [NUMBER] from [LOCATION]to Lanzarote 29th Jan. 2011
at 06-50 returning 12th Feb 2011 at [NAME OF HOTEL]. It is of course the flight that causes me
the greatest worry. Hoping you can be of assistance in this matter. (EM – 3/12/10)
booked short break to italy in may for friends wedding through [TRAVEL PROVIDER]. they have
split up and cancelled wedding however the groom wanted as good will to take our booking
over and still go with his family [TRAVEL PROVIDER] will not change names even though it states
in their terms if you or any member of your party are unable to proceed with the holiday, you
can transfer the booking to a substitute person, providing they are suitable. can i do anything
about this ? (EM – 8/12/10)
I have been sur charged £440 for a name change on a flight to Las Vegas. I feel this is massively
over inflated. I would like some advice on where I stand. Many thanks (EM – 15/12/10)
Holiday Accident Claims:
we had a accident on holiday i cuba on the 27/05/10 we booked at tour of three citirs thru our
[TRAVEL PROVIDER] rep in [NAME OF HOTEL] hotel varedero after our 2nd stop the coach driver
lost control of the vehicle and rolled over putting the 11 passagers in hospital we had to have x
rays and ultra sounds and keep in over night we have been i contact will [TRAVEL PROVIDER]
now we are back home but we do not know how to get compensation as they it was booked
thru [TRAVEL PROVIDER] can you give us any advice at home most of the day and evening due to
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the accident hapning in the midle off our stay the 2nd week we was mainly confind to our roon
due our injuries (EM – 10/6/10)
Could you please advise what I should do? My partner received an electric shock in a holiday
cottage because the fixings for metal rack had been drilled through the main cooker cable? (EM
– 17/6/10)
Hi I've just sent this complaint to [NAME OF TRAVEL COMPANY] which explains what happened
on our holiday: (They;ve just come back and said I need to complain in writing and they forward
to [TRAVEL PROVIDER] - not sure what to do and how to approach this, hope you can help?)
Dear [NAME OF TRAVEL PROVIDER],
We just got back from our week in Skiathos and I need to know who to complain to as a matter
of urgency. I bought our package holiday to Skiathos via [NAME OF TRAVEL PROVIDER] which
was an [TRAVEL PROVIDER] package holiday. At the time of purchase I was told the
accommation was a self catering apartment, sleeps 2-3 people, is on a high floor with a balcony,
air conditioning and a bathroom. To our horror we arrived at what looked like a shed with a
front door on it (totally different to the photos that we're posted on teletext for this particular
apartment), there was no balcony (obviously no high floor), a wetroom with a broken door so
water gets out and floods the flat instead of a bathroom with mold growing on the shower
curtain. There was no air con and because we had no balcony we couldn't have the front door
open - we couldn't sleep and the place was very un clean. The bed sheets and pillow cases we're
disgusting. Essentially the apartment was the complete opposite to what we bought - we we're
clearly mis-sold a holiday. The final straw came when I slipped on the bathroom floor and hurt
my back then my other half sat on the chair at the apartment and it broke, he hurt his elbow I
hurt my knee and our rep and rep's manager out there we're unwilling to move us as they had
no space and we're unwilling to at least refund us the accommodation. We had to check out as
it had become a health and safety hazard to stay there. We had to use our spending money to
[TRAVEL PROVIDER]y somewhere else that we had to find on our own. Now that we are back
we are about to seek legal action and we have taken photos but we first need to establish who's
fault this is. Did [NAME OF TRAVEL PROVIDER] mis sell us this holiday or did [TRAVEL PROVIDER]
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fail to provide us with the apartment we paid for through you? (EM – 26/7/10)
I don't quite know where to start to be honest. Firstly i think the holiday went down hill on the
transfer from the airport to the hotel. The coach driver drove like a maniac nearly taking out
cars on the way and driving way too fast; it was pretty scary for all of us considering it was late
at night and dark outside. He then parked on the street away from the hotel and expected
people to carry their luggage up the driveway to the hotel. Maybe ok for some but for a family
of 4 with 4 cases and a pregnant wife who cannot lift heavy items and a 2 and a 5 year old who
cant pull heavy cases was quite an ordeal. All this BEFORE starting our holiday!! In the 2 weeks
that we were there, no other coach from any other tour operators, including [TRAVEL
PROVIDER]'s, did this. On day 3 of our holiday, the first day the children had the chance to enter
the pool due to the weather, my eldest son cut both of his toes open in the pool along with 4
others on the same day. It then came to light from other guests that their children had also cut
their toes in the pool and it was rumoured that since the previous 5 days 25 children had been
injured in the same pool all with the same type of cut to their feet. On reporting this to one of
your representatives i was told that this was due to my child being in the pool for too long
causing his skin to weaken and cut. This i find very hard to believe as for years i have run health
clubs which have pools and this has never occurred in any of the pools i have worked in and it
has never happened in pools abroad where we have holidayed abroad as well. When
challenging her reasoning for the incident i was then told that it was probably grit in the pool
which was causing the problem and that the pool and poolside would be thoroughly cleaned
and checked on closing that day at 6pm due to the large amounts of blood stains caused by all
the children who had injured their feet that day in the pool. My wife later overheard the rep
[NAME] (who i now believe to have walked out the following day and quit her job because she
was sick of the complaints regarding the pool as told by the other reps), talking to other guests
who had asked what the problem was with the uproar in a derogatory manner about myself
saying, and i quote "oh, he's just complaining about his kids who've cut their feet. Ive told him
they've just spent too much time in the water and there's nothing wrong with the pool, it's just
the none slip surface probably and if he's got such a problem with the pool then he can always
use the other one". At this stage we now have 3 different reasons why the children were cutting
their feet!!! I then had to complain to another member of staff 2 days later because the pool
still hadn't been cleaned as children were now cutting their feet on a daily basis and the blood
still hadn't been cleaned off the stone slabs around the pool side which had now gone hard and
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dry and very unsightly not to mention the serious health hazard. When the rep i complained to
came out to view the blood she was horrified that it hadn't been cleaned and she assured me
that she would get it sorted out the same day which i believe it was but it had also rained in
between so i cannot be 100% sure if it was the rain that cleaned it. The following day my other
son cut his toe in the pool in exactly the same way on my eldest son and in the same shallow
area of the pool along with 2 other children. This time, i took it upon myself (as everyone was
sick of complaining and getting nowhere) to search the pool myself for any sharp objects that
could be causing the injuries. After about 45 minutes i came across a piece of pottery with sharp
edging that resembled a small Buddha head which looked like it had been broken off a chess
piece. I found it lodged beside a pipe and a tile where the children had been sitting on the
bubble seating area in the shallow end. I immediately handed it in to the [TRAVEL PROVIDER]
reps at the desk. I know find it very hard to believe that the hotel had cleaned the and
supposedly had lifeguards with scuba equipment searching the pool for the cause of the
incidents. I will now move on to the next problem. When booking the holiday with yourselves it
states in the description that the evening meal includes free drinks. This was not in fact the case
at the hotel. We were allowed to have 1 drink each and pay for any others. This obviously is
misleading in your brochure as nowhere does it say you are allowed 1 drink only with your
evening meal. As we have 2 small children you will appreciate that sometimes they will take
time to finish their drinks. As stated on the tables you were not allowed to take food from the
restaurant but nothing was said about drinks because after all these drinks are part of the
package deal of our holiday. For 10 days we walked out of the restaurant, passed the head
waiter with our children's drinks with no problem. However, suddenly one evening the hotel had
made a decision that no drinks were allowed out of the restaurant and put a note of the exit
door which we were not aware of until we tried to leave with 2 full bottles of Sprite which my
children were holding looking forward to drinking whilst watching the evening entertainment.
However, my children were abruptly halted and in a raised, abrupt voice the head waiter told us
that no drinks were allowed out of the restaurant and to drink them now or leave them behind .
This left my children very upset and crying and we then had to go and spend 5 euros at the bar
to buy exactly the same drinks in the same bottles that we had taken out every previous night
for the kids to drink whilst watching the evening entertainment. It came to light however that it
was one rule for one nationality and one rule for another as the Spanish guests were freely
allowed to take their drinks out of the restaurant and the following morning people were taking
tea and coffee from the restaurant and sitting outside with it....away from the room where you
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supposedly were not allowed to take drinks from!!! My next complaint refers to the pool rules.
One evening my wife and i were sitting outside by the pool having a coffee at around 7.30pm
with our children when a group of about 20 Spanish students, both male and female whose
rooms were directly next to the sports pool started to jump from balcony to balcony, top to
bottom and then throwing eachother fully dressed into the pool and making lots of noise. The
restaurant staff were laughing about it rather than reporting it and they were watching them
from the terrace area of the restaurant laughing at them. I them had to go and report it myself
to the staff on the reception desk who couldnt believe what was going on as the pool
supposedly closed at 6pm. Also, our room, a so called family suite was directly above the
Havana Bar where every night until 1.30pm they had a live singer on which kept us all awake,
yet the hotel rules state that guests should kindly refrain from having their televisons of too loud
or make too much noise in the rooms!! (EM – 29/7/10)
my grandaughter has suffered a terrible injury from falling through a blacony door on holiday at
the [NAME OF HOTEL], Protaras, Cyprus, resulting in 3hours of surgery and 4 days at santa
marina polyclinic, paralimni, cyprus. Her injuries are many and severe. Could you possibly advise
if there is anything we can do in way of complaint. Thankyou (EM – 3/8/10)
We are looking for some advice about a recent holiday we have had. We hired a private villa
through the website [TRAVEL PROVIDER], however once we had chosen the villa we wanted to
go to (in Turkey) we dealt directly with the owners in the UK. We paid money into their UK
account for the villa. Unfortunatley on the first day our 15 year old son forgot tht the patio
doors were shut and they shattered, resulting in serious injury to his lower left leg, and in excess
of 50 stitches. We had several visits to the Turkish hospital, and he is still now undergoing
treatment in the UK for his injuries. We would like to know what action we can take against the
owners in terms of compensation (as our understanding is they have a duty of care under UK
law). We would be really grateful for any advice. We have photos of the broken glas s to support
our claim. (EM – 7/8/10)
I am looking for advice, I have returned from holiday with my husband and 9 yr old daughter. 5
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days before the end of our holiday we had the worst experience of our lives. We were trapped
in a lift without any air for 20 minutes. There had been electtric maintenance happening in the
main lobby area of hotel, however they shut down the lift in our block. There was no notice to
say this on the lift. on entering the lift it seemed to move then completely shut down.We were
banging and screaming for help for at least 5mins. My daughter was hysterical pleading for help
and crying she couldnt breathe and didnt want to die. It took a further 15/20 mins to get us out
of the lift. It was 32 degrees outside and the generator did not kick in.We absolutely believed we
were going to die in there. I have written a full report to my holiday company whilst on holiday
as the rep and hotel simply white washed the whole thing. We were whipped away to see the
doctor who checked my daughter and then on my request my husband. There were 8 people
outside this lift all of whom went thru this with us 2 females were weeping on our escape and
the maintenance man who finally wrenched open the doors was simply fighting for our lives his
eyes were blood shot red and I will never forget him or the others who got us out of there. The
holiday company manager came to see me 4 days later this was the first she had got to know
about it , and was very compassionate and gave the incident the validity it deserved.She is now
in persuit of the incident report and promises to be in touch very soon. 2 days hense I would like
some advise as to where I take this as it has been the single worst experience of all our lives. We
had to walk past this lift 4-8 times a day and the anxiety we felt was horrendous my wee girl
would check and double check that we would never enter this lift I should add that the rep did
not report this to his manager untill I handed him the letter to his company hense the readson it
took 4 days for them to react, the day we were leaving. (EM – 13/8/10)
My son went to [NAME OF HOTEL] cala longha ibiza with 2 friends and one of the freinds mum
and boyfriend, whilst at the apartment 15/08/10 there was an accident involving the glass patio
door and my son sustained a broken hand, 50+ stiches and possible surgery to repair the
tendons. He did recive some treatment in ibiza and i collected him from the airport 16/08/10
and took him straight to a&e who fully diagnosed the extent of his injury. My question is should
glass patio doors have safety glass fitted and also the owners have contacted me today
requesting credit card details to pay for the damage, firstly I did not rent the property my son
accompanied another family on this trip who rented it and am i liable to pay? (EM – 17/8/10)
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On the 3/ May / 2010 we went to the [NAME OF HOTEL] Turkey, for two weeks, on the 6 th day
of are holiday my wife fell down the steps next to are bungalow they were very uneven and had
no handrail so my wife didnt stand a chance she broke her arm badly and had to go the hospital
in turkey were they put her arm in a cast she was told if the breake was abit further over they
would of had to pin her arm,she was in so much pain with her arm there was two couples who
helped my wife they were there when she fell,we have tried to sort this out with [TRAVEL
PROVIDER] but they are just messing us around, the pictures I can sent are of all the steps at the
[NAME OF HOTEL] theyhave just offered us £250 myself I was very unhappy the way [TRAVEL
PROVIDER] have handled this it has been very poor I have kept all the letters we have had of
[TRAVEL PROVIDER]. (EM – 5/10/10)
I have made a complain bout my holiday to Turkey this year in July. I reply I got after 3months, is
not agree able as my little girl got burned to the fautly tapes in the shower as the hot water was
too hot and cold water tape was jumped. we also had wires hanging every where in the room
and shower door following off. I did report this on the first day of us getting to the hotel to the
mangerss and she didnt nothing, I spoke to the rap and few days later it was fixed but the male
manger who called himself the owner of the hotel was very rude not only to us but also the rap.
I am sure you ll find full notes on this if the complain dept hasnt distroyed my letters, what am
getting to here is that, I dont agree that there s nothing you can do. I spent lots of money to go
on a holiday to relax not to come back more stressed and my girl burned. I want something
done bout this, I was told by the [NAME] that she has filled the complain form and her head did
come to speak to hotel manger and it was found that there was a problame. I need you to look
in to this and I hope you will understand my forustersion and help me. (EM – 5/11/10)
I recently raised a complaint by phone on the 20th September after returning from my holiday
in the [NAME OF HOTEL] complex in Cuba booking ref [NUMBER]. The nature of the complaint
was the lack of assistance in customer service and emergency care provided by the hotel after
the result of an unfortunate accident which resulted in a fracture to my right tibia Despite
assurances from the hotel customer services ([NAME]) that they would assist in every way
possible during my stay after my unfortunate accident it quickly became apparent that this was
not the case. Points of concern:
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•At the time my accident I was left in the lobby to wait for the hotel ambulance.•Ambulance
broken down 3 times between the Hotel and the Hospital returned by taxi.•On return nobody
available to assist me to my room 2nd floor had to shimmy on my backside up 2 floors to my
room.•Remained on 2nd floor for my duration of my stay 10 days•After room service request 1
burger was delivered between 2•After raising this with customer service they said they would
sort it which resulted in payments to waiters to provide room service.
After our recent discussion via the telephone with [TRAVEL PROVIDER]s where I raised concerns
that they had responded by letter with a voucher for £200 to a complaint from [NAME] who
accompanied me and my wife on this particular holiday however failed to respond to my
complaint. They suggested that this was due to [NAME] being the lead name on the holiday
booking and I should contact [NAME] and explain that the voucher be transferred to my name.
is this correct? (EM – 10/11/10)
Holiday Sickness Claims:
Brief synopsis is that we had the unfortunate experience to have a holiday on the [NAME OF
CRUISE SHIP] over Christmas and New Year which turned out to be a holiday from hell not only
for us but hundreds of other unfortunate passengers. Copy of letters attached but mailed
package has full photographic evidence. Hope you can retrieve the package. (EM – 2/3/10)
The cruise was not good as only a few days into it, when started to socialies, people were being
confined to there cabins as a fast rate with Norovirus. consequently the pools were closed, and
everyone including us were just on tender hooks and anxious as to weather we would contract
this norovirus. I was away on this trip with a friend as my husband was also on small sail boat
trip. This was a great worry to him. Well unfortunately i did contract the norovirus on the
15.12.09 and still on disembarkment on 18.12.09. having had a injection on 15.12.09 and again
evening of 16.12.09. It spoilt my christmas as i was still not well, but over january and february
to now i have been under the doctor with reflux problems and other soreness as a aftermath
from this norovirus, and last week i had a blood test to make sure that the virus has now gone.
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I was given a letter from the ships doctor to send of to [NAME OF CRUISE COMPANY], and have
now received a voucher for £96 which i feel is not enough, as my holiday was ruined and my
christmas and now two months on only just recovering. (EM – 9/3/10)
Please can you help us as I dont know what to do. My wife and myself spent our savings on the
colourful coasts cruise with [NAME OF CRUISE SHIP], we were assured no Norovirus but my wife
caught it and my neice and her children and we were all confined to cabins for 3+ days missing
our all inclusive cruise. People were dropping like flies. Could you please advise, thank you (EM –
9/3/10)
I have called you about 3 weeks ago regarding our very horrible christmas criuse experience i
have also contacted [TRAVEL PROVIDER]s who sent me a cheque for £760 that was for myself
&my friend what an insult for what we both went through with this filthy ship it is a disgrace
that such a large company culd offer such a little amount (EM - 10/3/10)
We had a terrible experience on the [NAME OF CRUISE SHIP] Christmas Carousel. We have been
in contact with [TRAVEL PROVIDER] but all we seem to receive are automated responses stating
‘in order to give my complaint the full attention it deserved they would respond to me within 28
days.’ We have now had three of these automated responses and fear that we are going to have
no option but to take legal action against the company. (EM – 11/3/10)
We where on the 'Cruise from Hell' Christmas Carousol. The whole trip was a disgrace, sanitary
condition where appauling, food and staff dreadful the lack of information why we didn't go into
certain ports when other ships went. The whole two weeks was the trip from hell. We have
written to [TRAVEL PROVIDER] but have not had any reply as of yet but [NAME] has been
keeping us informed by e=mail. (EM – 13/3/10)
Hello, I have just read in the w-e papers about the complaints made by passengers on the
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[NAME OF CRUISE SHIP]. My husband and I were on that cruise and beset by the same problems
-- no toilets, grey bed linen, leaking ceilings, cracked tiles in the bathroom, e[TRAVEL PROVIDER].
and had written to [TRAVEL PROVIDER]s to no avail. If there is a class action against the co. we
would like to be party to it. The crew also damaged a luggage bag which meant I could not pull it
along on wheels, causing nend of difficulty man-handling it on public transport. (EM – 14/3/10)
We failed to include within the letter, that I [NAME] developed a severe chest infection while on
board the ship. The cabin that we stayed in did have what appeared to be mold on the ceiling
and in the cupboard. (EM -16/3/10)
It concerns a last minute itinerary change by FO on 10 August 2009, that they termed as a 'minor
change'. Not quite so minor! This had ramifications on all sorts of things; port cancellations
during the last 2 week sector; the pattern of NV spread, that became a Code Red (out of control)
might well have been different; e[TRAVEL PROVIDER] e[TRAVEL PROVIDER]. The NV outbreak
was serious enough for a Canadian epidemiologist, [NAME], to board at Halifax; because of the
seas, he subsequently had to stay on the ship until we got to S Ireland. (EM – 16/3/10)
horrendous holiday aboard the [NAME OF CRUISE SHIP] 29 Jan to 5 Feb 2010. wrote to [TRAVEL
PROVIDER] and received acknowledgement 2 weeks later. 3 more weeks have passed with no
further response by letter .[NAME] said they had to respond within 28 days!! Got a telephone
call today from [NAME] at [TRAVEL PROVIDER]. They intend to send a cheque for £110 FOR THE
STATE OF THE CABIN. The sickness aspect to be dealt with by their legal dept and would not be
affected if I accepted the cheque.(??) Don't trust them at all (EM – 18/3/10)
[NAME] and her husband took a holiday on 12th October 2009 to Turkey with [TRAVEL
PROVIDER]. The [NAME OF HOTEL] hotel where they stayed for the first three days had no hot
water at all after constant complaints to the rep and hotel staff they were finally moved on day
four to [NAME OF HOTEL]. On the morning of there last day [NAME] became ill [NAME] husband
tried to get some assistance from the rep as he wasn't sure whaty to do but she was too busy
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organising her airport run to help, and when it became clear that [NAME] was to be taken to
hospital the reps only advise was that her husband would have to be ready for the pick up from
the hotel as he would not be covered to stay in Turkey. [NAME] was kept in hospital for a couple
of days and another night in a local hotel arranged by them selves prior to their flight home
arranged by the insurance company. [TRAVEL PROVIDER] were informed of their predicament
but did not return their calls. They filled in a complaints form on 18-10-09 regarding the first
four days of the holiday with no hot water and having the pack up and change hotels. They also
followed this up with a letter when they returned home on 01-11-09 complaining about the
hotel and further about the totla lack of customer service recieved during their stay. We have
contacted [TRAVEL PROVIDER] customer relations team several times since on one occasion I
actually recieved a response on 19-02-10 when [NAME] replied stating she could not deal with
my request for information without written authority froim [NAME]. I replied to this stating it
would be prefferable that she contact [NAME] direct and left telephone and E-mail address
details. I recieved a reply on 20-02-10 from [NAME] who apologised for the error in not
responding and stating that she would contact [NAME] direct. I have E-mailed them on several
occasions since but have had no reply and [NAME] has not recieved a call or E-mail to date. If
[TRAVEL PROVIDER] customer relations is not going to deal with these issues is there someone
higher up in there organisation who may help? I cannot believe a company that allegedly prides
itself on customer care, could tolerate a customer relations department that totally ignores its
clients complaints. (EM – 19/3/10)
We started a cruise holiday on the ship [TRAVEL PROVIDER] [NAME OF CRUISE SHIP] on10/ 03/
2010 until 17/ 03 / 2010 joining the ship at Larnaca, Cyprus. On sunday 14 / 03 / 2010 my wife
took violently sick and vomited repeatedly all that afternoon.About 6.10 pm I helped her along
to the medical centre where the nurse told us to return to our cabin, some minutes later a
doctor and nurse visited us and after some dificulty my wife explained her symtoms, the Dr. and
nurse were Russian with a poor command of English, My wife was told she had the Norovirus
and she was given an injection and some tablets. Both of us were told we must stay in our cabin
for a period of 48 hours. I effect we were to be confined to our cabin for the remainder of the
cruise and the excursions we booked were cancelled we were issued with a diet sheet for my
wife,the menu consisted of allegedly chicken soup and boiled chicken which had the consistency
of a rubber tyre and was inedible and since this was all that was available in spite of my request
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for an alternative my wife had nothing whatever to eat all the time we were confined to the
cabin.Because of this illness contacted aboard the [NAME OF CRUISE SHIP] our ho;iday was
ruined and if you can advise us what we can do to secure some sort of compensation from
[TRAVEL PROVIDER] we would be most grateful. I should add that my wife was an…..and is
convincedher illness was not caused by Norovirus. (EM – 21/3/10)
I was wondering what the limitation period is for a personal injury that occurred while on
vacation in the Domincan Republic. (EM – 23/3/10)
AFTER SPEAKING TO OUR FRIENDS ON THE SAME CRUISE.THEY HAVE INFORMED US THAT THEY
HAD COMPLAINED AND ALSO I WAS GIVEN A PRESS CUTTNG OF COMPLAINTS OF THE CRUISE
SHIP. I WAS POORLY TWO DAYS BEFORE LEAVING. ON FLIGHT HOME HAD TO BE GIVEN OXYGEN.
WEEK OFF WORK.LOST INCREMENTS. SICK NOTE,ANTIBOTICS. OUR CABINS WAS SHABBY,
SHOWER AREA APPAULING WALKED ON FLOOR WHERE TILES STUCK TO YOUR FEET I BINNED
THEM.TOWELS ONLY FIT FOR FLOOR CLOTHS.CABIN WINDOW BADLY STAINED.AND TO TOP IT
ALL FOUND BOTTOM SET OF TEETH PLUS USED CORN PLASTERS UNDER THE BED.ON ARRIVING
A NOTICE WAS UP SAYING NO UP GRADES.LAST DAY NO TOILETS ON FOUR FLOORS SPOKE TO A
CAPTAIN WHO HAD TO GO AND FIND A TOILET OPEN.ALL THE TIME ON THE CRUISE AN AWFULL
SMELL (EM – 23/3/10)
We were there from 23rd Feb until 2nd March. We both suffered from the virus reported by
your corespondents. We went back to our Travel Agent immediately on our return and we are
still waiting for a response from [TRAVEL PROVIDER]. We have been told that they have 28 days
to respond. Is this correct? We arrived on Tuesday 23rd Feb and at the 'welcome' meeting on
the 24th there was no mention of an illness at the hotel!!! By Thursday 25th my wife became ill
(with sickness and diarrhoea) it lasted for two days but on the Sunday 28th the illness started
again. So we called for a Doctor, who came promptly and administered three injections and
three courses of tablets. Meanwhile on Friday night 26th I went down with the same sickness
and diarrhoea. No prior warning was given. No alternative accommodation offered. There were
many other guests reporting sick during this week. We understand that this illness had been at
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this hotel since January. Also there had been a report in the Telegraph on 20th February. (EM –
27/3/10)
returned from Madeira 15th feb, [NAME OF HOTEL] funchal .0n the evening of return gastro
enteritis. Gp visited as I vomited and passed blood but it was not fresh blood. sent to A+E
torbay.all investigations carried out and am awaiting an endoscopy.87 year old husband
contacted the bug 2 days later. Informed holiday rep who contacted [TRAVEL PROVIDER] to let
them know. (EM – 27/3/10)
we're struck down by 48hr vomiting bug,(but we were aware of people suffering for 4/5 days)
we obtained anti-sickness pills from pharmacy & logged report with our [TRAVEL PROVIDER]
rep,but what is annoying is, only when we approached him,were we made aware of the extent
of the bug (EM – 29/3/10)
From 8th to 15th March 2010 I was on holiday in Egypt on a Nile Cruise organised by the
[TRAVEL PROVIDER]. On the 10th March I became ill suffering acute diarrhoea and severe
stomach cramps. The only food I had eaten since the Monday 8th March was an airline meal and
food on board the cruise boat. I was so ill that I was unable to go on most of the organised trips
and was also unable to eat. When I returned to the UK I went straight to see my GP as I was still
having severe cramps and Diarrhoea and he organised a stool sample which has confirmed that I
have Salmonella. I am still experiencing diarrhoea and stomach cramps. (EM – 31/3/10)
we took a cruise holiday on the [NAME OF CRUISE SHIP] 8th jan 2010 we were struck down with
neoro virus the virus was already on the ship when we boarded we were asked all the health
questions when we boarded the ship but the cruise ship never informed us that the virus was on
board we feel that [TRAVEL PROVIDER] had a duty of care to us and we should of been informed
so that we were able to make our own minds up about boarding the ship to take our holiday and
they still picked up at different ports when our deck was 80% sick (EM – 1/4/10)
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Travelled 19th March - 2nd April on [NAME OF CRUISE SHIP] ([NAME OF CRUISE COMPANY])
Caribbean - Southampton. Suffered Norovirus. Treated on board. Both me (sick) and partner (no
symptoms) confined to cabin for 48 hours. Believe around 120 people affected. Will reclaim
medical expenses from travel insurance but would like to seek some redress from [NAME OF
CRUISE COMPANY] (EM – 3/4/10)
Husband & I sailed on [NAME OF CRUISE SHIP], 4th Jan 2010 from Southampton - New York.
Norovirus was aboard which meant buffet food outlets closed on 3rd day, only leaving [NAME]
Restaurant & pub open which impacted on dining efficiency. Caught norovirus, had 5 days in
New York which were a waste. Several other issues with regard to [NAME OF CRUISE SHIP]
voyage. Have written to [NAME OF CRUISE COMPANY] but they do not appear to be very
interested, just sent letter of apology re norovirus and other issues complained of. (EM –
8/4/10)
we have just returned from a colourful coasts cruise on [TRAVEL PROVIDER] [NAME OF CRUISE
SHIP] during which our daughter was taken ill with norovirus and confined to our outside cabin as she came straight to see us when she felt ill - for 48 hours - we had to move into her inside
cabin as she has not been ill in it. she lost almost three days of a seven day holiday and we we
worried that we might also……the virus and were extremely anxious, to the point that our
holiday was ruined. i have been on cruises previously without any problems of this sort but this
ship was the worst i have travelled on. (EM – 10/4/10)
i stayed at the [NAME OF HOTEL] in puerto de santiago dec09 and every one was dropping like
flies due to a sickness virus at that time the virus was not at [NAME OF HOTEL] or [NAME OF
HOTEL] (EM – 12/4/10)
I have just been on your web site and I am one the many returning from holiday in Egypt with a
stomach infection. Myself and 2 friends went to Sharm el Shiek and stopped in the [NAME OF
HOTEL] in Nabq Bay, first impressions a lovely hotel but after 2 days 1 of us suffered from
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sickness and diahorea then the next day another suffered the same symptons then the following
day I went down with it as well. We reported this to the rep but he didnt record our complaints,
later in the week we reported it to the guest relations officer and she didnt log the report either
but said it was down to the unusual heatwave for the time of year and that she was staying in
the sister hotel across the road from us and she had suffered from it as well and guests in lots of
hotels were suffering. We suffered all the way through our holiday, when we thought we were
ok and tried to eat it came back, so all in all our holiday was totally ruined as we werent able to
eat or drink anything apart from water and we were too frightened to go out anywhere in case
we needed the toilet. When i returned home after a couple of days it wasn't getting better so i
went to see my doctor, I submitted a stool sample and a few days later I got a call from
Environmental Health to let me know I had a bacteria known as Shigella (EM – 12/4/10)
The complaint I have is the same as the people in tenerife, only we were in benidorm at the
[NAME OF HOTEL] over xmas this year ,the cost for four people was £3,028. We all ended in our
sick beds with NOROVIRUS.The rep knew all about it and rang each day to see how we were.I
informed [TRAVEL PROVIDER] and asked wy they let us go when theyknew all about the
problem, This hotel had this problem through 2009 the rep said .all we got was sorry and that
was the end of story.No more than that.What if one or more had died , we are all over 60, my
wife is still ill,Its not right travel firms get away with this kind of thing (EM 15/4/10)
[NAME] says she was so looking forward to this holiday it was her first break in 4 years , looking
for a nice relaxing time , they came back completely exhausted and still had diarrhoea Arrived
room was not ready , when they were allocated a room there was water pouring over the
balcony Plaster falling of the walls Water pouring through the restaurant ceiling in about 1
dozen different places , towels on the floor to soak up the water it stank awful , not nice when
trying to eat Big puddles along the walkways Public toilets smelly and unhygienic , never saw
anyone cleaning them Dreadful loud music you could not get away from it ,,,, 11 in the morning
till late at night ,,, reps yelling and shouting , [NAME]remarked she thought they were on some
chemical substance Scruffy feral cats around the pool area Quite a few mosquitoes they both
got bitten Cold scrambled eggs, cold streaky fatty bacon , kebabs disgusting , fish tasted awful ,
meat was all tough ,,,complained about the cold food she was told "that's what the microwave
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is for " Loads of other guest complaining about the food , and stomach problems , they started
to feel bad on the 21st , Dare not be far from a toilet [NAME] spoke to one of the hotel
managers about the cold food to be told " its tested every other day" Even food that came
straight from the kitchen was cold Food was so awful you would not give it to a dog (EM –
16/4/10)
23/3/10 One week holiday Nile cruise boat [NAME OF CRUISE SHIP]([TRAVEL PROVIDER]) 10
British passengers in our group hit by serious stomach infection,one having to have medical
treatment before return journey home(injection) My husband who was travelling with me has
not as yet quite recovered from what as been diagnosed as dysentry(SHIGELLA)and have been
informed by yhe community nurse who has visited today that it is also concontagious (EM –
19/4/10)
Hi,My wife and I wre at the [NAME OF HOTEL] from the 23rd Feb to the 16th March 2010. We
have holidayed in Sharm on 6 previous occasions and never known so much sickness in an
hotel,guests were dropping like flies,initially this came as a surprise,but after a couple of days
the reasons became clear,the hygiene in the canteen was non existant.The doctor was the
busiest person on the complex.All the reports on the hotel are true (EM – 21/4/10)
We took a [TRAVEL PROVIDER]'s holiday at Los Gigantes, Tenerife , between 28 February and 14
March. On our 3rd day, we both suffered gastro enteritis, my wife so badly we required a
doctor's call out. We had checked with [TRAVEL PROVIDER]'s before travelling and they assured
us that there had been no new outbreak since beginning of February and it was safe for us to go
there. (EM – 27/4/10)
Our cruise should never had set sail, and to the many who fell extremely ill, I feel [TRAVEL
PROVIDER] have a moral obligation to give some compensation for their failure to safeguard
their health and to provide a holiday which they should have enjoyed. There was one death on
the cruise, on arrival in Lanzarote, and although an elderly gent, I would be interested to know if
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he had contracted the virus, and could it have been contributory. (EM – 28/4/10)
we travelled on the [NAME OF CRUISE SHIP] from dover to sydney, january 2010. my husband
came down with the virus after being on the ship for around five days. we also where concerned
about the fumes that we would smell in the cabin each time we entered a port. after a number
of complaints nothing was done, we where told it was coming from the tug boats that would
guide us to the port. on coming home i wrote to [NAME OF CRUISE COMPANY] cruise line about
my concerns and the things we did not like aboard the ship. we have just recieved a reply and a
voucher for £640, which was £140 for my husband being confined to the cabin, i also was
confined to the cabin as i did not want to pass the viris on. the other £500 was in recognition of
the fumes we encounted and for some of the other issues raised (EM – 28/4/10)
At approximately 0400 hrs on 15 April, I became ill with severe diarrhoea. This was unlike any I
had experienced before. I made contact with the [TRAVEL PROVIDER] help line in Egypt who told
me to see [NAME] who was at the [NAME OF HOTEL]. Indeed when I met her she was meeting
with the manager to discuss the outbreak of illness in the hotel. She and her colleague gave me
a leaflet regarding the norovirus and made arrangements for me to see the hotel doctor. I was
seen by him and he prescribed me some medication to ease my symptoms. I became worse over
the course of the day and had uncontrollable diarrhoea. I was called back to the Dr in the
evening who took blood samples and stool samples from me. However, my condition was so bad
that I soiled myself four times over the next 24 hours and became worried that I would end up
hospitalised. I am a fit individual who takes care of myself, but I have never felt as bad as I did
during the acute stage of this illness. This illness ruined my holiday as I did not feel as though I
had fully recovered until I returned to England on the 24 April. Indeed I had very loose bowel
movements up until the 24th and I felt continuously weak throughout my spell in Egypt. My
weight is now around 14 stone. Before I went to Egypt I was around 14 stone 10 lbs. I still feel
very weak now and have tested positive for Clostridium Difficile in the stool sample I produced
the day after returning from Egypt. I also have my medical notes from the Dr in Egypt who
confirms that I had acute gastroenteritis On Friday 16 April, my wife became ill. She did not eat
any food in the evening and had diarrhoea into the next day. She attempted to keep herself
hydrated but during the night of Saturday 17 April, she began to suffer with uncontrollable
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diarrhoea. On the morning of Sunday 18 April she felt a bit better. However she began to feel ill
again in the evening. On Monday 19 April we contacted the Dr about my wife and he
immediately admitted her as an in patient in the clinic. For the next 6 hours she was treated by
way of intravenous drip having antibiotics, saline and anti nausea drugs pumped into her.My
wife had to return to the Dr on Tuesday 20 April and she was again admitted as an in patient for
4 hours to have further treatment by way of intravenous drip. She felt extremely ill and did not
begin to feel better until the afternoon of 21 April. Like me she has lost a lot of weight. She
estimates that she has lost 6 lbs due to this illness. And she is till ill now. Her bowel movements
are still very loose and she feels incredibly tired all the time. She is also in possession of her
medical notes from Egypt which confirms her treatment and the diagnosis of acute
gastroenteritis. This illness ruined our holiday. From 15 April, I was unable to do much other
than lie down. And my wife was in a similar position from 16 April. We were unable to eat
anything other than very basic foods such as soup and bread. In addition, we were unable to
consume alcohol and enjoy a glass of beer or wine. Our children thankfully did not get ill, but
their activities were curtailed. They spent a lot of time waiting outside the clinic and could not
play with us as vigorously as we would have liked due to our lack of energy. We felt too
nauseous to take them on a planned boat trip and they were often reduced to sitting in the
bungalow watching cartoons as we felt too rough to be outside. I wish to point out that the
illness that we suffered was completely preventable. [TRAVEL PROVIDER] representatives were
aware of the outbreak of the illness in advance of our arrival. Several tourists as previously
mentioned can attest to this. Furthermore, [NAME]stated to me that they had experienced a
large number of cases and gave me a leaflet on the norovirus. Also, the Dr stated that he had
had to deal with an outbreak of illness which was particularly virulent the week before we
arrived. In light of this, our holiday should have been cancelled or we should have been sent to
another hotel before we had the chance to get ill. In addition, the hotel failed to take all
reasonable care to protect tourists from the illness. Nearly everyone I met became ill at this
hotel as the outbreak was so virulent (EM – 26/5/10)
Hi, I have this evening returned home from a Mediterraneann cruise on board the [TRAVEL
PROVIDER] [NAME OF CRUISE SHIP] ship. I contracted norovirus on board the ship as confirmed
by the ships doctor and was confined to my cabin (not difficult as I could not leave my
bathroom) along with my partner as a precaution. I thought this was just bad luck, but having
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talked to other travellers in the airport, they knew that there was an outbreak due to increased
sanitisation throughout the ship (EM – 28/5/10)
We recently travveled to Sri Lanka for part of our Honeymoon, on arrival the hotel was
overbooked and we were given (out of protest) a room for the night in a different hotel, whoch
was far from adequate. we then had to wait almost another day for a room to be available in
our original hotel, again we only acquired the room as we threatened to leave and then we were
moved again!! We eneded up in a room with severe damp and decided to leave the hotel and
country and fly to a different destination in order to have a memorable honeymoon, out of
sheer upset and disappointment. We were offered a free meal on the first night, which we were
subesequently charged for and were given a complimentary meal on our final evening, which
left us with severe food poisoning, ruinng our trip to dubai. We did write a letter of complai nt
and recived an inadequate and negative response. (EM – 2/6/10)
[NAME OF HOTEL], Maspalomas, Gran Canaria, 3/3/10 - 10/3/10. Both my wife & I were very ill
during this holiday & were told by the local rep.that it was Norovirus which had been at the
hotel since Oct 09. We have written to [TRAVEL PROVIDER] who have dismissed our complaint .
Can you advise what to do next please? (EM – 6/6/10)
Have returned back from [NAME OF HOTEL], Costa teguise, Lanzarote on 25th May 2010 and
both sons aged 4 and 7 have been diagnosed with SALMONELLA and CAMPBYLOBACTOR. Please
help. (EM – 7/6/10)
Severe Salmonella infection following recent return from Turkey. (EM – 8/6/10)
Hiolidayed on Mv [NAME OF CRUISE SHIP] around the Med. 27th May to 3rd June 2010.
Suffered extreme sickness and diahorrea after 2 days at sea. In process of writing letter of
complaint to [TRAVEL PROVIDER] ([TRAVEL PROVIDER]s) (EM – 8/6/10)
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my friend and i went to turkey on the 3rd may 2010 for 2 weeks. when we got to dalaman (1.30
in the morning, we were left to get to make our way to gumbet from dalaman airport we had to
pay £120 for a taxi. when we got to the hotel they put us on the top floor, even though we had
paid an extra £40 each for the ground floor. Then just 1-2 days before we left, a man came to
spray the room. We thought he was a cleaner. we found out later it was insecticide. we was in
the room! for at leats 3 hours after he sprayed. on the way home, we were really ill. coughing,
vomiting, shaking, cracked mouth and lips. this went on for days. what do we do? (EM – 9/6/10)
I have just returned from [NAME OF HOTEL] Sharm El Sheikh Egypt. Firstly my 8 year old
daughter has had sickness diahrea and stomach cramps we had to see a doctor for that. I have
had it and my partner aswell. My partner was very ill and had to go on a drip we could not take
our flights home and then had to re-book for the follwing night as his symptons were very
severe and he was very ill. (EM – 12/6/10)
I was on the [NAME OF CRUISE SHIP] last week and got the viros that was on board. The cruise
coypany said could not claim for a tour i could not go on becouse i booked it with a reputable
travel coypany in russia and not with [NAME OF CRUISE COMPANY]. Is this correct. (EM –
14/6/10)
hi there we stayed at the [NAME OF HOTEL] in sharm el sheikh from the 5th of june 2010 and
would like to complain about the illnesses we all recieved i went with four friends and we all got
the same bug, the result of this that we lost money as we could not go on our cairo trip due to
people being ill (EM – 14/6/10)
My wife and I have just returned from a Baltic cruise on the [NAME OF CRUISE SHIP]. On the
cruise I contracted Norvirus and was confined to my cabin for 48 hours (my wife 24 hours).
During this period we found it almost impossible to obtain room service and had to survive on
litle more than dry toast and bananas. Many passenger were given free access to the mini bar
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and pay per view movies during their incarceration. Unfortunately we were not informed of this
and did not find out till our release from the cabin. It is likely that the outbreak of the illness was
caused by infected food / water and poor hygene standards on the Ship. [NAME OF CRUISE
COMPANY] should therefore offer reasonable compensation to those who suufered from the
outbreak. We have been told by [NAME OF CRUISE COMPANY] that we will be offered
compensation in the form of credit against our next cruise valid for 1 year. However this is of
little use as we are pensioners an are unlikely to be able to afford a further cruise in this time
period. (EM – 15/6/10)
Hello, During a five day visit to Manchester I was bitten by bed bugs the first two nights in the
hotel where I stayed. The bites were quite severe in places, and I was moved to another hotel.
This however spoilt my visit, as some of the bites were to my face and arms and were visible to
other people who were not reluctant to comment. (EM – 18/6/10)
We recently returned from Egypt 4 adults, we stayed at the [NAME OF HOTEL], we have all been
ill with food poisoning while there and after returning home my husband tested poitive for
Salmonella an Shigella public health have been to see us and said we should claim
compensation, I would also like to think that this would be investigated by the tour operator.
What is the best way to go about this? (EM – 21/6/10)
I have returned fron the [NAME OF HOTEL] Taba Egypt last Tuesday. June 15th 2010 I became ill
3 days after arrival to the resort, this has become increasingly worse with crippling cramps,
diarrohea and nausea. One week later and I show no sign off improvement. I have inrentions to
go to my GP tomorrow. Please could you advise me if you have had many complaints from this
resort and what sort of action I can take. Thank you. (EM – 21/6/10)
I was on this ship with my wife. MS [NAME OF CRUISE SHIP] | Baltic Cruise | Holiday Complaints
| May/June 2010. I had the Norwalk virus and was confineded to cabin for 24 hours. Both my
wife and I felt sick for a week after leaving the ship. (EM – 22/6/10)
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r24th June 2010 returned from [NAME OF CRUISE SHIP] Harwich (Baltic tour) In quarentine for 2
days with Norovirus.Over 80 known cases on disembarkation at Harwich.Bearingh in mind the
previous cruise came in with over 400 and they turned the whole around by adding on 2 1/2
hours to 'sanitise' the ship I wonder if this ships should have been quanrentined for 48 hours In
fact cases were so bad last cruise 12th jUNE I into Harwich was this not a case ofcancelling the
nest cruise (ours) with enough notice for the long haul passengers to re schedule.We were told
one day before departure on the 11th but not how serious it had been.I had a meeting wityh
one of the mamagers as I was still suffering the lasting effects of this.She actually said the
numbers were going down and would be less next time.As a first time cruise it was a bad
experience.Caos at Harwich to get on board etc .Which U.K. authority clears the ships and
considers iit to have a clean bill of health? We have been offered a $25 credit of a furture cruise
which is unsatisfactory.They said they do not offer compensation at all.Not sure if it is worth
persuing.Have been on the Centre for Disease control and the site has not been updated to
report this yet. (EM – 24/6/10)
I embarked with my wife [NAME] on the [NAME OF CRUISE COMPANY] ship '[NAME OF CRUISE
SHIP]' on 31 May 2010 for a 12 day Baltic cruise. As you are probably aware, up to 400
passengers contracted what the captain described as GI (Gastrointestinal Infection) whilst on
this cruise. Because I contracted this illness late afternoon on Saturday 5th June, I was, in
consequence, prevented from leaving the ship in St Petersburg during our stay on Sunday June 6
and Monday June 7. This was because the ship’s doctor, in the medical department, confined
both me and my wife to our cabin for this period. Free medical treatment was given and a full
refund was made to my on board 'Sea Pass' account for the cost of two pre-booked excursions
in St Petersburg, which had been keenly anticipated. Unfortunately, my wife became infected on
Wednesday 9th of June and we were again confined to our cabin for 48 hours..In consequence
of this acquired second illness, we were prevented, physically from taking a planned, but not
pre-booked visit to Gothenburg, on Thursday 10th June. This was achieved by 'blocking' both of
our ships 'Sea Pass' cards which prevented us from leaving or boarding the vessel, even if we
had wanted to ignore the medical advice, as my wife felt slightly better. [NAME OF CRUISE
COMPANY] ([NAME OF CRUISE COMPANY]) offered by letter, received prior to disembarkation,
the waiving of two days proportional cost from a future [NAME OF CRUISE COMPANY] cruise,
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providing it is taken within 1 year. (EM – 25/6/10)
I have recently returned from a 2 week holiday in Egypt. On the last day of our holiday and
return back to England my 12 year old daughter was very ill, suffering with symptoms that most
of the party had whilst on holiday. I took her to the doctors as her symptoms got worse and was
asked to supply a stool specimen. We had the results back last Thursday and she had been
diagnosed with having salmonella. I was wondering what advice that you can offer me as to
whether to complain regarding the hotel that we stayed in or just to leave it [TRAVEL
PROVIDER]. I look forward to your advise within this matter. (EM – 29/6/10)
I returnedfrom a cruise on the [NAME OF CRUISE SHIP] on the 24 June ([NUMBERS]). I was
confined to my cabin by the Ships Dr on the 22 June with Norovirus and although home, I am
still not recovered. I believe that there were 398 cases reported on the previous cruise centred
around deck 3. Despite the severity of the problem i witnessed poor standards of hygene
onboard lipstick on glasses etc (EM – 1/7/10)
can I claim compensation for bed bug bites while on holiday (EM – 5/7/10)
I have recently returned from my holiday at the [NAME OF HOTEL] (it has several different
names) in Sharm El Sheikh, Egypt, during the week holiday at the resort my boyfriend suffered
servior diarrhea and sickness for four day which seemed to clear up a bit with tablets from a
clinic. Now we are back and he is no longer taking the tablets given to him at a clinic in Egypt the
sickness and diarrhea has returned. What do you recommend and where can I complaint to?
Thank you. (EM – 7/7/10)
we had a holiday to southern ireland in june with the [NAME OF TRAVEL COMPANY]. Having
spent 15 hours getting their without the use of the toilet on board (it was locked) the air ducts
were on constantly and a terrible smell coming from them, from day one passengers were
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sicking and diarohea this carried on up to and including the coming home journey after the four
days. on the return my husband suffered the same. have wrote to the co, but their was no
mention about not being able to use the toilet but said we could have £25 of next holiday. do
they really think we are going to book with them again. i especially wanted the toilet facilities
taken into account but this was overlooked in their letter. can send you a copy if required. i just
dont think they can expect you to do all day travelling without the facilites, as all of the
passengers were elderly, one lady was sitting in diarohea on the way home as she was
embarassed to ask for help.
Have we done all we can about this.
many thanks (EM – 7/7/10)
I stayed at the [NAME OF HOTEL] S J Peurta Plata from 15th JUNE till 29TH JUNE 10. Thsi hotel
stated it was 4 star I would have out it more at 2 at a push. Overrun with bugs everywhere, and
ants. I had severe sickness for the last 10 days of my holiday, doctor gave me Antibiotics which
eventually helped. I did complain to the manager, and he said no complaints had been made
from anyone else. This is not the case, as I had come accross 6 or 7 couples, ans one of the said
couples were unweel with sickness also. This is an open air complex, so when they dicided to
Debug the whole complex with brown smog, it went everywhere, incuding the dinning areas,
this was done at 7pm in the evening. Needless to say, dinning areas were NOT busy that
evening. Ther bugs I mentioed earlier, I was reading one evening in the room, and I noticed
something crawling accross the pillow, when I turned to look, there were hundreds of small
bugs everywhere. The room itself was very poorly lit, and with the curtain drawn, not much
lihght, as it was the rainy season. There were holes in the walls, along with huge cracks. Not the
best of standardds acctauly. I,m so disappointed as it was my first time in the Domincan, I wont
be rushing back. (EM – 15/7/10)
We went on holiday With [NAME OF TRAVEL PROVIDER] to The [NAME OF HOTEL] - we were
informed by other guests that the hotel had a problem with sicknes even the rep said
mentioned English holiday makers were getting ill. two days into the holiday my daughter fell ill
sickness, runs and stomach cramps - by the 3rd days my girlfriend and my other daughter fell ill
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and by the fourth day I also became very ill. We did as the rep said and purchased tablets from
the pharmacy which didnt work and then bought a further supply of different tables which also
didnt work. Upon our return to the UK our sickness continued - we went to the doctors on as
soon as we returned and my eldest daughter was admitted to hospital - we all had samples
taken and have just had the results in my daughters sample it should she had contracted
salmonella. although it has been two weeks since we returned we are all still suffering. We have
written a letter of complaint to [NAME OF TRAVEL PROVIDER] reguesting our money back and
awaiting a reply. We feel we need to log this complaint with you, for two reasons one: hopefully
you can give us some advice as to how we pursue our claim and get our money back - as for 4
days out of severn we were unable to eat drink or enjoy our holidays - and we were all inclusive
- water was our main diet. Two; to warn other holiday makers that there is a problem with this
hotel. Many other nationalities not just brits were ill. Many thanks do we need to send you a
copy of the letter we wrote. The Enviornmental Dept have been contacted and we believe they
will be contacting the Tour Operator. (EM – 16/7/10)
We were on a Nile cruise on the [NAME OF CRUISE SHIP] from 28th June 'til 5th July, 2010 and
nearly every passenger was ill with Dysentery or food poisoning. The tour company, [TRAVEL
PROVIDER] have blamed the hot weather, but we know that it was a kitchen/kitchen staff
problem. We are looking for some advice - what do you suggest we do about it? (EM – 25/7/10)
We arrived home from a holiday in Majorca on 24 June 10, the day after we arrived home I
became very ill with severe stomach cramps, high temperature and diarrhoea - subsequently
had to have 2 weeks off work. My GP arranged for a stool sample test, and Environmental
Health have contacted me to take further details as I have been diagnosed with Camylocbacter.
As I ate nothing at the airport, on the plane etc it appears that this was probably contracted
whilst we were still eating at our holiday hotel. Can you advise me what to do next - I would
hate anyone else to go through this - I lost 1 stone in weight (which is a lot as I am only 4ft 11")
and even now am still not 100% a month on! many thanks, (EM – 28/7/10)
Both my wife and I were very ill at the [NAME OF HOTEL]. Prior to the trip I saw the adverse
publicity and visited the [TRAVEL PROVIDER] branch in Bracknell, I was assured all was ok at the
hotel, I emailed that conversation to [TRAVEL PROVIDER] as confirmation.I have written to
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[TRAVEL PROVIDER]s twice and had acknowledgements but no action, I registered the complaint
with ABTA, they say the copmpany have 6 months from the time of the claim to resolve the
matter. What is the point in contacting ABTA? What further action should I take? (EM –
30/7/10)
Returned from Ciftlik, Turkey on 13th June and was ill whilst there for 1 week of a two week
holiday. I have had several tests and was initially diagnosed with Salmonella and have had
further stool tests and am now informed that I also have Campylobacter. Am being treated now
with antibiotics for the Campylobacter which is the more prevelent and lingering and so far have
been absent from work for two weeks and have just been told by my GP that I am still carrying
these virusus/bacteria and has signed me off for a further week ( much to my annoyance as I
need to return to work), I am constantly tired, still have slight runny stools and keep sweating
and then going cold. I would not wish this on my worst enemy! The strange thing is that whilst
we were at our hotel in Turkey, the hygiene and rooms appeared good, the food seemed
excellant, and as we were in a party of 4 adults, I was the only one in our group who got ill.
Normally it would be either my wife or our friends, as I am normally the one who can eat
virtually anything without any effect, apart from the usual temporary change in toilet habits and
which usually lasts for the odd day and has no long term effect and I normally put down to a
change in diet/food/drink/extreme sun. Our hotel did have a problem with the pool on two
occasions and had to be drained once due to a faulty filter pump, and secondly due to a child
defecating, by accident, in the childrens section of the pool but linked to the main pool. Also the
hotel called in a tanker late one night and a team of disposable-suited men set to work pumping
from the hotel to a tanker, to what I would best assume would be from a septic tank, a normal
practice in most rural parts of the UK and I suppose in other countries also where mains
drainage/sewarage is no directly available. The hotel also had a problem one day with a
manhole cover being lifted by overflowing sewage, but the hotel maintainace staff were at great
pains to clear this immediately, with the least disruption to the guests and in a way that would
not cause alarm or distress. This cover, howevever was less than 20feet from the pool, but set
back in secluded gardens. We actually had a good holiday and it would be unfair to lay any
blame to the hotel for these events because they were carried out efficiently and without fuss
and what seemed to a high standard. If I had wanted to investigate further I am sure I could
have made a fuss about these activities, but everything seemed under complete control, I was
on holiday, and at that point quite well.Even when I became ill the second week and spent most
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of my time in the room sleeping and going to the loo and drinking bottled water, I was gratefull
of a comfortable ,clean bed and room ( and the maids were very efficient) and I had no reason
to suspect the hotel for my illness. The reason for my contacting you is more for a point of
referance. I noticed during the second week that there was never any hot water , either in the
morning or late at night,despite the water being heated from solar panels .The only time water
seemed hot was at around 5pm and for a short time. The hotel staff however were seen
washing crockery from breakfast and during the day, and whilst ….. I cannot help wondering if
all food preperation surfaces, pot washing and other hygiene practices were carried out using
lukewarm water or perhaps cold. This would hardly give ant protection against any form of
bacteria control. Also, the tempratures were in the high 80's to 90 degrees, a definite receipe
for germs /bacteria to breed if hygiene control is poor. I am unsure if I can claim for anything at
all, but if so could do with covering my lost earnings. We travelled however via an internet site
who booked the flights, booked the transfer and then acted as an agent for the hotel and
booked the accomodation,all done seperately but sold as a collective package.The selling
company was [NAME OF TRAVEL PROVIDER] who I believe are ABTA bonded, but would I stand
any chance of obtaining any compensation? Moreover, perhaps better education of Turkey
generally towards hygiene control along EEC guidlines would be better.Turkey is not yet a
member of the EU and as such does not have the same control levels, but it does have its own
standards. Do these leave something to be desired in certain areas? I have been to Turkey for
the last 10 years without any problem whatsoever, but this year I fell ill. I have noticed that also
this year there seems to be a high level of incidence of notified infection and more people
complaining/reporting.Is it just coincidence that perhaps more people are finding more effective
ways to complain or where to complain, or is there, this year, an increased level in outbreaks of
bacteria related illness due to poor hygiene control and especially in Turkey? (EM – 30/7/10)
Hi I travelled on the [NAME OF CRUISE SHIP] on the 08.01.2010 to 11.01.2010 for a present for
my sister birthday. On board we got the norovirus bug and was not able to leave the cabin from
3pm on sunday afternoon until we embarked on the monday. When getting back to the Uk I also
was not well and went to doctors and did a stool sample who advised me of the virus. At first
thought it was only myself and my sister who got this but learnt on your website that a lot of
other people were in the same situation. also found out recently they had to evacuate the ship
on the thursday please can you look into this for me where i stand for compensation. (EM –
30/7/10)
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hotel food, kids club, gym, entertaimment, all were why i took the kids but the food gave us all
the runs, the kids club was not really a kids club and the gym was a health and saftey
nightmare...as to the entertainment it was all in spanish and the same things... (EM – 2/8/10)
We arrived in Amsterdam terminal at the start of the cruise to be advised that boarding was to
be delayed as the ship was undergoing a decontamination process and were handed a leaflet
indicating that precautions were being taken against Swine Flu. At this stage we had travelled
from the UK and were unable to get any sensible answer as to our options. We were assured by
your staff that the decontamination was merely a precautionary measure. We waited eight
hours to board and no official notice was given to us during this time that the actual cause of the
problem on board was the Noroviorus. Suffice to say that both my wife and I were taken ill
during the cruise. My wife was administered an injection which left her severely bruised and the
virus made her so violently ill that she burst small blood vessels in her face which are only just
fading. She had to sit on the balcony while the room was sprayed with cleansing agents– we can
only assume that the spray was some sort of antiseptic – and told that if she moved out of her
room she would be “caught” on CCTV. This was particularly shabby treatment of a so called
‘valued customer’ on board [NAME OF CRUISE SHIP]! Further indignities emerged when I, too,
became ill and my pyjamas and underclothes were taken away to be burnt! (EM – 2/8/10)
I stayed at the [NAME OF HOTEL] in egypt for two weeks..i have been back 3 days...i was home
on the 1st of august ..4 day's befor i was due home i fell ill with a sickness bug..the cramps i had
was not good and i have not eaten well since.. i have lost half a stone and am awaiting results
from the doctor..i paid 5 and a half thousand for this holiday and to work hard all year round to
come home and still feel this way is not what i hoped for. I'm now bleeding to..iv'e had to
return to work as i am not payed if i'm not there!!!!!! and like most people i need the money!
I'm living on dried buscuite and dried toast!! (EM – 4/8/10)
Our son has tested positive for Cryptosporidium after a ten night stay in July at the [NAME OF
HOTEL] in Egypt. he has been very unwell for the last 8 days/nights since we have come home.
constant diarrohea and weight loss and lethargy. have contacted [TRAVEL PROVIDER] who i dont
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think will do much (EM – 6/8/10)
I travelled with my husband and two young daughters for a weeks holiday in the [NAME OF
HOTEL] from the 18th June. I was the first to be struck down with awful stomach cramps and
diarrhea about three days into the holiday. I was initially sick but that subsided. My husband
had to go to the chemist and buy an array of tablets which I started taking immediately. I lost a
day of my holiday as I couldnt move from the room but the tablets did help with the stomache
cramps although i had diarrhea for about a week after. My husband and oldest daughter (4)
were the next to be stuck down although luckily they didnt get the stomach cramps or sickness.
They both had this for over a week as well. My youngest daughter didnt have any symptoms
whilst there but had terrible diarrhea for about a week when we got home. Whilst I have not
contacted [TRAVEL PROVIDER] since being back my Husband did register my illness with a rep in
the resort. (EM – 7/8/10)
HAVE RETURNED FROM A 2 WEEK HOLIDAY IN TURKEY. ON 3RD DAY MY 1 YEAR OLD DAUGHTER
BECAME VERY ILL WITH FEVER AND NOT EATING AND DRINKING NOT ALOT.. WE TOOK HER TO
DOCTOR ON SITE WHO TOLD US SHE HAD TONSILITIS AND PRESRIBED CALPOL AND PENICILLIN
COST US £100. 2 DAYS LATER SHE WAS WORSE DIARRHEA HAD STARTED AND WAS SEVERE
FEVER WAS STILL PRESENT HIITING NEARLY 40! STILL NOT EATEN AND ANY SIPS OF DRINK SHE
WAS TAKING WAS COMING STRAIGHT OUT. I WAS VERY CONCERNED SO CONTACTED ENGLISH
DOCTORS ABOUT DEHYDRATION. I DECIDED TO TAKE BACK TO DOCTORS WHO TOOK US TO
HOSPITAL. AFTER 3 ATTEMPTS TO PUT A DRIP IN HER SHE SEEMED TO SETTLE AND WE BEGAN
TO EXPLAIN WHAT HAD HAPPENED. BLOODS WERE TAKEN AND EVERY SO OFTEN A NURSE
WOULD INJECT SOMETHING INTO HER BUT WE HAD NO IDEA WHAT WAS HAPPENING. AFTER 2
DAYS WE WERE TOLD THAT THERE W AS AN EPIDEMIC WAS IN TURKEY CAUSING HER
SYMPTOMS AND ONLY AFFECTED INFANTS UNDER 2! APPARENTLY THERE WAS NO NAME FOR
VIRUS. MY DAUGHTER PICKED AND WAS SIPPING DRINKS SO THEY LET US HOME. ONLY 2 DAYS
BEFORE WE WERE DUE TO COME HOME SHE BEGAN TO NIBBLE ON FOOD. WE HAD HOLIDAY
INURANCE WHICH COST £1500. WHEN WE RETURNED HOME TO ENGLAND I WENT SRTRAIGHT
TO DOCTORS AS STILL HAS FUNNY TUMMY AND I WAS CONCERNED ABOUT FOREIGN
TREATMENT WE HAD RECIEVED. I HAD A CALL YESTERDAY TO SAY SHE HAS SALMONELLA AN
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DOCTOR IS VERY CONCERNED AND HAS PUT ON ANTIBIOTICS. I AM VERY UPSET WITH WHAT
HAS HAPPENED. THE HOLIDAY COST US NEARLY £3000 AND IT WAS RUINED FROM THE 3RD DAY
RIGHT UNTIL THE END AND SHE IS STILL NOT BETTER NOW. MY 4 YEAR OLD SON WAS GREATLY
DISSAPPOINTED AS HE DID NOT GET TO ENJOY THE FIRST EVER HOLIDAY THAT HE REALLY KNEW
ABOUT. I WOULD LIKE TO KNOW WHAT I CAN NOW DO ABOUT THIS SITUATION. (EM – 7/8/10)
I sent by email this complaint to [TRAVEL PROVIDER] My husband and I booked a holiday with
[TRAVEL PROVIDER]’s for the Dominican Republic [NAME OF HOTEL] departing from Newcastle
on 24/06/2010 booking reference [NUMBER]. You should already have a letter of complaint on
file that I made before my departure.The complaint was pertaining to the fact that I was not
informed that the hotel would close fully for refurbishment and only open a couple of weeks
before my arrival. I would not have booked had I been privy to this information at the time of
booking. Although the refurbishment was complete except for the knocking down of the Pizza
restaurant on Caribbean Street and some empty shops we still had the holiday from hell. We
began with a cockroach running around the fridge cupboard on our arrival to the room. This was
duly sprayed and killed. After a long difficult flight (Landed at La Romana because of a storm at
Punta Cana and a 2 hour journey to resort after a wait for transportation) all I wanted was sleep.
I lifted the pillow to pull back the sheet and discovered a dead decaying cockroach. How long
had he been there? How long ago had the room been made up and left unchecked? We
complained and were moved closer to the amenities and to the second floor instead of
downstairs. I hasten to add that during my last stay at this hotel in 2008 we saw no cockroaches
and were on the ground floor in the adjoining block. The next day the hotel left us a letter of
apology and a small bottle of rum and an oil painting by way of apology. Nice touch. Our next
complaint is the food. Two year ago the food was unbelievable. I ate everything in sight, gained
weight, had no upset tummy and had no complaints. Not so now. Something has gone badly
wrong. The first week the bacon was pure strips of fried fat, no meat on it whatsoever. The
Steakhouse restaurant food quality was poor. We walked in and saw dishes of chips and
vegetables on a hotplate covered in Clingfilm. How long they had already been sitting there we
weren’t sure of but by the time they arrived on our plates they were stone cold. The steak I
asked for well done, it came blood oozing and was cold. We also later noticed that food
including meat was ready and covered in cling film and on the hotplate at 10.30am and the
lunches aren’t served until 12.00.The Asian restaurant was no better. Again the food was sat
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waiting. It was all cold. The chicken skewers were blood red in the middle. We walked out in
disgust. It isn’t a la carte it’s all buffet. Our next attempt was buffet for evening meal. This was
our worst experience. The lasagne looked nice and was warmish. So we both opted for that.
After two bites my husband spat out two pieces of innards. They looked like arteries or veins or
some such tubes. Disgusting, he was nearly sick at the table. Fortunately I had my camera with
me and as the waiter approached I told him to leave the plate until I photographed it. I pointed
to the offenders and asked what they were? Suddenly half of the staff descended upon us and
looked at the plate, muttered in Spanish and then took the plate away and left. They said
nothing to us. We were disgusted. We knew the food was bad but this confirmed the inferior
standard being served to us in a so-called top Platinum [TRAVEL PROVIDER] Hotel. The Guest
Service lady who was doing her rounds of the restaurant approached and asked us what was
wrong. We explained. She asked how much longer we would be staying. I told her another ten
nights. Her reply was ‘ You might want to ask your rep if she can move you to [NAME OF HOTEL]
if you want better food.’ She then said ‘I go and speak about this’. She never returned. We saw
our Rep and made an Official Complaint. We were told that the Manager apologised at the way
we were treat and said that things happen in food preparation. Is that so? In 51 years in any
country I have never seen anything like this. What exactly had they minced to put in our
food? We were offered the opportunity to dine at the[NAME OF HOTEL]or to use their a la
carte’s. We went and the food was slightly warmer but all I managed was a bowl of vegetable
soup. I could not entertain meat with the image fresh in my mind. We ate there only twice then
returned to the Bush tucker trial at [NAME OF THE HOTEL]. The food did slightly improve after
the first week. The bacon had meat on it but by now an upset tummy had struck us both and we
weren’t enticed by any of the poor quality food. On both weekends the hotel accommodated
500 Dominican people. They were like a plague of locusts and several guests including us had to
make official complaints yet again. They took bacon and scrambled eggs from the buffet and
poured them into carrier bags. Huge plates of cheese and ham shovelled into bags too. They
stripped the 24-hour food from the fridges until there was nothing left. At lunch in the [NAME]
Restaurant, it was difficult to get seated.The glasses ran out, plates and cutlery ran out and on
the first weekend the food ran out by 2 o’clock and it’s supposed to be open until 5.00. The Rep
had to be shown into the restaurant to see for herself and after her intervention more food was
cooked. Plate after plate of pizza and cakes were poured into clear seal-able plastic bags that
they’d brought with them. They even stripped the ladies loos of toilet rolls. All Reception said
when people complained were that ‘They paid good money to come here’. Well we were
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informed $8 a head a night.Certainly a lot less than we paid and the children accompanying
them weren’t wearing wrist bands. Had they in fact paid?....The drinks menu states ‘Smirnoff
Vodka’ ‘Gordon’s Gin’. Good if it were true. We spotted in the 24-hour Sports Bar the Bar tender
picking up a bottle of Smirnoff Vodka, bending down to the cupboard and pouring in cheap local
vodka. Why lie to us? This is unacceptable too. We didn’t expect branded drinks anyway so why
pretend they have them when they clearly don’t. The local vodka was unnoticeable in drinks.
The vodka in the room however was fine. What does that tell us? It seems the hotel undergoes
an impartial review by an independent company. I was offered a form to complete and asked to
return it to the box at the front of the restaurant. I filled it in and ticked bad for restaurant
service. It was bad. We hardly ever were offered a drink on nighttime and the food was
disgusting. The waiter had watched me unaware to me. He approached and said ‘You think
restaurant service is bad?’ I replied ‘Yes’. He said ‘No’. I said ‘Yes it’s bad and the food is
rubbish’. He said ‘You leave on table’ and pointed at my form. I said ‘No’. He said ‘Yes you leave’.
I said, ‘No it’s going in the box where it belongs.’ We should have guessed they were being rated
as that night they made a special effort. There were Dominican sweets on offer as you entered.
Dominican coffee brewing in a big dish.There were prawns on offer, very few I may add and a
fight to get them. There were extra cheeses to be had. The next night was back to normal. I
think they knew about the questionnaire and that night made an effort. Shouldn’t they make an
effort every night? The waiters were approaching people, asking them to mark good as if they
marked bad they would get wrong. This holiday was ruined by rude staff, uneatable food, rooms
clearly made up way ahead and not checked and by staff trying to dupe us. Add to this the
misguiding information claiming a refurbishment is complete when it has only just begun and all
in all we didn’t get what we paid for. This cannot be classed as 4 star by you and 5 star their own
rating. The gym isn’t even on site; you have to work to Caribbean Street and then for the second
week it was empty of equipment. It clearly looks like Caribbean Street is being knocked down
and rebuilt. We were served fried Spam, instant mash, crabsticks, pizza with crabsticks, and
every cheap substitute food it was all there. It was unappetising tummy upsetting, contained
foreign matter and not what I paid for. The Dominican guests stole more in a weekend than we
ate in two weeks. I think we paid way over the value of this holiday and you will see by my
photo’s what we had to endure. I would not have returned to this hotel had I known what a
terrible experience I would have. This cannot be called a holiday at all it was an endurance trial. I
am therefore asking for compensation for being sold a holiday where inadequate food and drink
were served and the cleanliness of the room left a lot to be desired. (EM – 10/8/10)
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Hi just wondered if you would be happy to take on my case. We stayed at the [NAME OF HOTEL]
egypt june this year and our family all suffered with severe diarreha and sickness, we also had
trouble with the pool closures as there was excrement in the pool on 5 days out of 7 which
impacted on my daughters swimming lessons which i had booked and paid for. My son on
arriving back in the uk was put on a weeks course of antibiotics due to a severe ear infection.
Any advise would be brilliant. (EM – 10/8/10)
we have just arrieved back from egypt, we stayed at the [NAME OF HOTEL] sharm el sheikh, my
husband and family and my self have been so ill, we spent 2-3 days in our apparment, the place
and staff were so dirty we ate most of our meals out,, but we still managed to get gastric illness,
we could even have a drink the glasses were so dirty they never washed them they were just
passed on to the next person, we book our holidays with [TRAVEL PROVIDER] (EM – 11/8/10)
booked 3 [TRAVEL PROVIDER] all inclusive with [NAME OF HOTEL] fuerteventura. Tour company
adverstisement looked really nice. When we arrived at Hotel we was shocked at how filthy it
actually was. Uncleaned rooms ants cockroaches everywhere. Our room had broken windows.
Unhygenic bathroom. The food always cold (should of been hot meals) . Food was always
recycled. Our 3 year old had sickness and diarhhoea. We complained to hotel and stopped
eating at hotel. Tried to contact tour operator when we were out there, we wanted to move.
Could never get through or would be cut off when I had been hanging on for over 20 minutes.
Cost a fortune in calls but never got through so gave up. Everybody we spoke to was
complaining but nothing was done. [TRAVEL PROVIDER] company were due to visit hotel
regarding their customer complaints . We booked through [TRAVEL PROVIDER] I have emailed
them several times but still no response. We could have booked a 5 star holiday for the amount
of money we have spent eating out. We feel their advertisement completely misrepresents
what you are actually going to. Pictures probably of the hotel when it was first built, when in
fact it hasn't been maintained what so ever. What should we do? (EM – 12/8/10)
Returned on Tuesday from a disasterous cruise on [NAME OF CRUISE SHIP]...cruise delayed 1
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day so that they could fix a water tank (i.e. remove sewage stained carpets).. given £50 each as
'good will' gesture(turned into 'compensation on end account'). Holiday advertised as 5*
refurbished ship ... had not been re-furbished and was a 2* tramp steamer...Daughter spent 2
days in ships hospital on a drip with Gastro-enteritis. Customer services hopeless (obstructive
not helpful)..... [TRAVEL PROVIDER] 'screwed up' dealing with the insurance so currently £400
out of pocket on medical bills (trying to recover)... HELP PLEASE !!!!!!! (EM – 12/8/10)
Hello we returned from the [NAME OF HOTEL] on 7th August after 2 weeks. My family consists
of 2 adults and two children age 13 and 10. We went with our friends who are anothjer family of
4. All 8 of us were ill at the start of the second week one by one we went down with severe
stomach cramps, diorrhea, lack of appetite...we were told to go to phamacy as our medication
what we were taking would not work (immodium plus) we were given steroquinn and antinel
tablets to take. Which we all did. On arriving home myself and my husband have still been
suffering with the stomach vramps and severe diorrhea. We have both been to see our GP who
has given us a course of antibiotics and has also took stool samples which we are now awaiting
the reults of. We have tarvelled abroad now for over 25 years going to different parts of europe
and have never in our lives experienced anything like this. (EM – 13/8/10)
my faily travelled to the [NAME OF HOTEL] in June 2010,we were all very ill with cramps and
diahorrea,it took at least 6 weeks before i was completly well again, i informed the reps but as
your site says we were just advised it was due to heat and alcohol,even though we hardly drank
any,we purchsed medication from the chemist as advised,after reading another report i feel that
this was maybe down to the sprinklers leading into the swim up room pool and the fact that
even the sanitiser dispenser in the buffet was fithy dirty (EM – 13/8/10)
My husband [NAME] was ill, his symptoms were abdominal pain and vomiting, we think it was
due to the water or dirty drinking glasses or both. It may have been some kind of mild poisoning
via the drinking water from the tap. [NAME] today 28/07/2010 has only just started to recover.
ACCOMMODATION:
(1) No welcome on arriving, not homely, no wine or welcome pack, smelling and unclean on
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entering, no one to contact to complain to till Monday morning.
(2) stained settees, very uncomfortable, long black human hair and toe nails still on from
previous people.
(3) Dinning table chairs stained.
(4) Freezer had not been defrosted.
(5) Light bulbs inadequate no replacement bulbs of that particular size available within the
accommodation.
(6) Ensuite toilet took up to an hour to refill.
(7) Rust on the cutlery.
(8) Mouldy glasses and dirty crockery.
(9) Post code wrong. The code given took us to a farm 800 yards or so down the road. Should be
([NUMBER])
(10) No hot water as boiler was off.
(11) The small microwave was to the right of the sink becoming wet when one ran the tap. We
relocated the microwave to a more suitable and more importantly a safer location within the
kitchen worktop.
(12) Mouldy teapot.
(13) No toilet rolls etc.
(14) No shaving light in en-suite.
(15) Shaving light in main bathroom failed after 2nd morning.
(16) Plugs to all sinks removed from chain.
(17) Carpets [TRAVEL PROVIDER]ined through out.
(18) Did not get replacement Knives and new teapot until 19.30 hrs Tuesday.]
HYGIENE:
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stained settees, human hair and toe nails, freezer had not been defrosted, En-suite toilet took
up to an hour to refill, rust on the cutlery, mouldy glasses and dirty crockery, no hot water, plugs
to all sinks removed from chain, carpets stained,] We attempted to resolve these problems by
contacting yourselves at the earliest opportunity, i.e. Monday morning by phoning one of your
representatives. I hold you responsible for the failures in this contract and in doing so invoke
your responsibilities under the Package Travel Regulations 1992 and the ABTA Code of Conduct.
(EM – 13/8/10)
I am suffering with chronic diahorrea and stomach cramps. This started two days into a week
holiday in Egypt. This has now conituned threee days after my return. I have visited my GP and
have provided a stool sample. (EM – 13/8/10)
[NAME OF CRUISE SHIP] 21st June. Wife and I stricken with "gastrointestinal illness". She
isolated 24hrs, myself, 48hrs. [NAME OF CRUISE COMPANY] sent vouchers to my wife for £175
each! Any advice? (EM – 16/8/10)
We holidayed in [NAME OF HOTEL] from 31st July - 14th August 2010. I have a vast number of
complaints regarding the holiday, including illness. My two sons have been very ill with sickness,
diarohea and stomach cramps since we have returned to the uk. (EM – 19/8/10)
We recently had a holiday at [NAME OF HOTEL] in Majorca. It was All Inclusive and there were
messages on blogs on the internet that said to take care as many things at this hotel were extra.
I mentioned this to the holiday company who said that it was def all inclusive and that even the
alcohol was all free. When we arrived we quickly realised that most of the food except in the
main restaurant was extra and even that food was awful - like fast food. The breakfasts were
good but both lunch and evening meal were dire. I asked to go B & B and wanted a refund for
the AI part. The agent said we had to sort it out with the hotel and the hotel said we had to sort
it out with the agent. The manager gave me a letter to this effect. I then emailed the agent who
said he was sorting it out with the (tour operator?) who had to deal directly with the hotel.
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Nothing happened and I became ill. There were few restaurants in the area so eating outside the
hotel was difficult but we stopped using AI, assuming that it would be sorted out. Nothing
happened so we moved hotels. After a day at the new hotel, I had to get a doctor for antibiotics
for severe diarrhea. The symptoms subsided but returned when I got home and the doctor here
tested me and I had contracted ecoli - obviously at the first hotel as I had become ill there. I
don't expect the holiday company to pay for the second hotel, but I do expect a refund for the
AI part of the first hotel as it was mis sold. I wonder if you could help me to sort this out. I am
not sure what the procedure is or who is likely to help me deal with the travel company.
Predictably, I have not heard a thing from the travel company. (EM – 23/8/10)
We recently returned from a holiday to Sharm el Sheikh and literally had the holiday from hell.
To cut to the chase we have been offered by [TRAVEL PROVIDER] a sum of £745.00 which
doesn't include the illness side of things in the form of a voucher.We personally do not feel this
is a fair amount as the holiday was,as i said a living hell.Could somebody please advise me of
what we can do next as i have no idea which route to take.If we decline the offer is that the end
of things and we cannot get anything??? (EM – 24/8/10)
I have just been reading some of the e-mails on your web site and hope you can give me some
information. My daughter is in remission from cancer and she took my granddaughter to a five
star hotel all inclusive in Egypt for a holiday thinking that there would be no problems. While
there they both got tummy upsets and it was diagnosed as dysentery. The thing is that they only
ate in one of the restaurants in the hotel as the other restaurants had flies and open food lying
on the counters and my daughter was concerned about the food standards. The Italian
restaurant looked clean and hygeine standards looked ok. My daughter has to be so careful that
she doesn't catch any infection at all. My granddaughter got well pretty quickly after she had
medication but my daughter was still unwell when she came home to the UK. Subsequently she
has now been diagnosed as having e-coli so my granddaughter is now being checked for this
virus as it may be sitting dormant in her. This was direct ly caused by the hotel food standards
and the doctor in Egypt agreed and waived their medical expenses (to stop any comeback??
maybe). As my daughter is still ill and because she has had brain cancer we are very concerned
that there may not be any antibiotics available for her. Do you have any information about what
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she does about claiming the hotel and all the discomfort she is suffering. It has been found out
since that although the standard of hygiene of the food in this hotel restaurant was up to
standard the problem was the kitchen staff wash the utensils, crockery and cutlery with sea
water - I think this should be looked into rather urgently as it may be the source of infection.
(EM – 24/8/10)
I returned from [NAME OF HOTEL] Turkey on Aug 22nd 2010 having suffered food poisoning for
last 3 days of holiday at this all inclusive hotel I still have food poisoning 4 days after return (now
a total of 7 days!!), suffering mild cramps & diyorrea, hot n cold n feeling faint on plane home
even had to have oxygen (EM – 24/8/10)
We stayed at the [NAME OF HOTEL] in Turkey from 31 July to 13 August, booked through
[TRAVEL PROVIDER].In our group of 17 ten were taken ill, adults were all affected worse. Three
weeks on, we are still ill despite being back in the UK. (EM – 24/8/10)
we`ve just come back from [NAME OF HOTEL] Hotel in Bodrum, Turkey a week early due to
illness of all of us in our party , including 1 being hospitalised with food poisoning and a kidney
infection , we have spoken to another holidaymaker whilst out there who also was making a
complaint via yourselves. The hotel complex is NOT as advertised and definintely a health risk
with extremley bad hygiene.We have several pictures, doctor hospital reports to back up this
claim. We are making contact with a solicitor for compensation in addition to claiming on our
travel insurance for the medical treatment and flights home earlier than scheduled. Would you
suggest that we do anything else in the meantime? We are also making a formal complaint to
[TRAVEL PROVIDER] whom we booked through. (EM – 25/8/10)
I came across this website after compiling the attached letter to [TRAVEL PROVIDER] after a
recent stay in Zante Greece. I was looking to try and get some compensation or money back on
the holiday as it was so disapointing and i feel actually made me ill. Please read the attached
letter. (had to remove screen shots taken from [TRAVEL PROVIDER]s website as the file was too
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large to upload) (EM – 25/8/10)
On June 14th my wife and i boarded [TRAVEL PROVIDER] [NAME OF CRUISE SHIP] for a weeks
cruise. Shortly after boarding we were informed that there was a small outbreak of the
norovirus and to be aware and extra cautious with hygiene. On the 16th i started vomiting and
then diarrhoea, i contacted reception and a nurse then called to see me. I was prescribed
imodium and a rehydrating drink and put in quarantine for 48 hours, my wife was also put in
quarantine with me. When the nurse arrived my wife made a suggestion concerning the tea and
coffee making facilities on the lido deck. There was no sanitation whatsoever and everyone has
to handle the taps on the urns and also the milk bottles after anyone who may not have washed
their hands after using the toilet. We thought this may be a source of the transmission of the
infection. I also foun d when vacating the cabin that in the drawer next to my bed was the same
tablets as mine prescribed to a previous occupant. Therefore the room could not have been
sanitised thoroughly, another source of infection. My wife and i both felt that we were entitled
to some compensation as we missed three days of our holiday, two spent in isolation and the
third spent lying on deck as i was too weak to walk very far as i hadnt eaten for three days. We
also missed the captains reception night and an excursion to Athens. [TRAVEL PROVIDER]s
however didnt agree, they made a suggestion that i could contacted the virus before i boarded
the ship and as the germ is airborne it can be transmitted like the common cold, and as they
cannot be aware of everyone with the infection no liability can be attached to them. I do feel
strongly that i was i nfected either by the facilities on the lido deck or by the lack of proper
sanitation in the cabin, but obviously will never be abled to prove this. I just wondered w hat
your opinion was in this case. (EM – 29/8/10)
hi i want to inform you that i stayed at the [NAME OF HOTEL] in egypt from 15th july till the 29th
july....on the last couple of days i didnt feel very well...head aches cold and hot sweats sickness
and bad diarrher......i have since had stool samples which have confirmed shigrella....i havnt
been able to go back to work since as i have been so ill.......i went with 5 others they were all
fine.... :( (EM – 29/8/10)
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I returned from a family holiday at [NAME OF HOTEL] in Turkey on 31st July. A fellow traveller
has contacted me via trip advisor giving your number as I was also very ill during my stay. (EM –
31/8/10)
I am writing for some advice with regards to a major problem we experience on out recent
holiday (10/8/10 - 24/8/10). Our holiday was to the [NAME OF HOTEL] in sharm el sheikh, Egypt.
During our holiday we were unfortunate enough to experience the main pools being closed no
less than 5 time due to people defecating (pooing) in the pool on purpose, resulting in it being
closed for a minimum of 2 hours at a time. Up until this disgusting act started, none of my
family had felt ill. However once this began to happen both my wife and child became sick with
sickness and diahorea. My child seem to have recovered since returning but my wife is still ill
and is still experiencing sickness and diahorea. The holiday reps and tour operator are fully
aware it is happening but have so far failed to stop it The most annoying part of this however is
the fact we had read about this happening prior to our departure (on trip advisor) and had tried
to change our hotel to avoid this disgusting event. However the holiday company were not
interested, denied it was happening, denied it was on trip advior and refused to let us change
hotels claiming it was to close to departure date. The holiday cost over £3000 and i feel as if i
have been severely ripped off by [TRAVEL PROVIDER]. (EM – 1/9/10)
We also stayed at the [NAME OF HOTEL] in August and have a similar story of diarrhoea and
sickness for the duration of our stay. On arrival our first task was to evict a cockroach and
report the shower leak, which was never fixed. On the second day we both came down with
food poisoning which lasted the remainder of our 11 day stay. We have been home a week now
and are just about getting over it. We were on an all-inclusive deal, but after discovering that
many others at our hotel were also suffering with the same symptoms (EM – 2/9/10)
I have recently returned from a holiday in Turkey staying at the [NAME OF HOTEL], i have
received an email from you team after a family we met were also poorly gave you my
informaton, [NAME]. I was asked to get in contact about the illness we all sufferd whilst at the
hotel. (EM – 3/9/10)
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Bed bugs in Rome. We had a six night holiday in Rome this August staying in a 3* hotel (booked
via [TRAVEL PROVIDER]). It was only on the fifth night around midnight that my son spotted the
first bug - and once you see one you realise they are everywhere. I had started to react to the
first bites mid week but assumed it was mosquitoes - as the hotel tried to insist even when I
presented evidence of captured bugs on a bar of soap. My son didn't react to the bites until we
got home - he had over 50 bites on one arm - we stopped counting after that - confirming that
the room was heavily infested. The only good news is we spotted the infestation before we left
Rome enabling us to take preventative measures when we got home - namely leaving our
luggage outside overnight until the bulk of it could go to the dump sealed in plastic bags. I can
cope with the bites - they'll go eventually - but the stress of trying to avoid infesting our home
ruined the holiday. We won't know for months if we have been successful or not. (EM – 7/9/10)
Myself and my family husband and son and friends of ours , a Family of 4 with two children age
14 and 4 have returned back from the [NAME OF HOTEL] in Egypt . During our stay we all
expericened severe cramps and Diarrhoea , My husband and son were bed ridden for 1 day each
and our friends son and daughther were also bed ridden one for two days and one for one day.
On our return we are still feeling unwell , myself have been ill for over a week with cramps and
Diarrhoea , I have been given a course of steriods from my doctor to be taken over the next 5
days I have not eaten since last Tuesday .I ahve read on your website the compaints from over
holiday makers and would just like some advise on how to progress with my complaint (EM –
7/9/10)
I stayed in a [NAME] hotel last night due to tube strikes and was surprised to wake up to my left
leg being covered in bites around the knee, thigh and upper calf area. The staff were very quick
to say it had never happened before and offered to change room however as I was staying one
night this is no compensation. They failed to offer a refund or any reimbursement. Please could
you let me know the Trading standards policy on this issue? (EM – 7/9/10)
Cruised on the [TRAVEL PROVIDER] [NAME OF CRUISE SHIP] 21-28 June 2010. Nightmare
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following heavy rain and flooded cabins with water leaking through light fittings in Horizen Bar.
Sun deck closed/repairs/air conditioning not working/broken generator/late departures &
arrivals/Norovirus rife/toilets not flushing etc. etc. (EM – 7/9/10)
[CRUISE COMPANY] got nerovirus gastro enttritus lost 7 days in cabin seeking compensation
(EM – 9/9/10)
Bedding smelt unclean and of dampness Broken shower cap - which took 8 hrs for them to fix
We were given two rooms that were 1269 and 1260 and in completely different area's to each
other. So therefore asked for rooms to be closer together as we booked as a family consisting of
2 adults 3 children and 1 infant. We had to wait till the following day, which they told us to
vacate the rooms by 9 am and we were not given another room until 15:00. We were not given
a cot in the room for my 4 month old infant. We requested one and it did not arrive until 22:00
that evening on the 2nd night. We went to dine at one of there restaurants ([NAME]). On arrival
no one greeted us so i asked a member of staff if i was able to move tables across to make a
seating for 5 persons. The member of staff looked at me and replied "if you wish" smugly and
walked off. We went to the rep of [TRAVEL PROVIDER] and complained and she apologised and
compensated us £30 off any activity we were planning to go on while on the vacation. Now
when we booked the hotel we were informed it was a 5* hotel all inclusive package with kids
club facilities. For a 5* hotel the standards were unbelievable and we later found out that the
hotel was actually a 3*. Again another list of problems below that we had after the first 5 days
at being at the resort. Room 1276:Leaking bathroom ceiling prevented us from using the
shower when the person/s above us were showering. Complained 4 days in a row and asked for
buckets to catch the water. the hotel gave us no response. and due to the flooding my camera
has been damaged and is not in working order. Rooms 1276 & 1278: Ants in the bedrooms,
having to clean the floors myself with mouth wash and tissue to get rid of them. Even though we
tipped the cleaner everyday to clean and tidy the room. Room 1276: Arrived back to the room
at 18:30 to wash and get ready for dinner to find our room had not been cleaned or given fresh
towels. Room 1278: Has 3 beds for 3 people, for the duration of the stay there were not enough
blankets, pillows and towel provided. Room 1276: Again 2 beds and a cot. Not enough bedding
so beds had to be pushed together to share pillow and blanket. Also 2 large towels and 1 hand
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towel for 3 people and an infant. Rooms 1276 &1278: shower doors broken and were hanging
off the hinges. Room 1276:Another occasion i was showering and the shower head came off
banged me on the head and water was everywhere. I phoned to complain, which took them 2
and a half hours to come and fix. Which they couldn't until 9 am the next morning, but they
didn't arrive until 11:00 the next morning to fix. Rooms 1276 & 1278: Bathrooms have an
unpleasant smell like they haven't been bleached and baths not cleaned. No cleaning products
where left to do it ourselves if that's the policy at this hotel. Room 1276: no air con towards the
end of the stay. Room 1276: found cockroaches in the bathroom and on the infants cot while he
was sleeping. Room 1278: no air con through out the stay On several occasions we have had to
sit at dirty tables in the buffet restaurant. Also having to find our own tables and lay them with
utensils ourselves. As a family we don't eat pork and we don't eat things that have been cooked
wit pork. We have tipped on several occasions so that food is prepared in front of us fresh is not
mixed. But the lack of respect AGAIN is given as they do have no regards to our values. On many
occasions my 3 yr old son would fall asleep at dinner and we would bring his meal with us for
when he wakes as the room service is not available. But when my partner and eldest daughter
had diahorrea through the night and i sent my 2nd daughter to get them dry breakfast as i was
dealing with my 3 yr old an 4 month old sons the restaurant refused. so therefore i had to go
down with the infant and toddler to find a member of staff i had previously tipped to help me
then i was allowed. (EM – 9/9/10)
we went to [NAME OF HOTEL] in marmaris turkey on ht 27th aug . 2nd from last day my son had
upset tummy, when we got back he ended up in hospital and he has cypotsadium (EM –
22/9/10)
We(my boyfriend and I) went on holiday with [TRAVEL PROVIDER] to Tunisia.We experienced a
lot of problems(excessive noise, food that made us ill, rude staff, accused of breaking things)
and had such an awful time that we returned a week early. We wrote to the company and were
told that it was our choice to come home which was not the case as we asked to move hotels
they tried six and found no rooms available. They gave us a £50 voucher as goodwill, which we
find more of an insult than anything. We want to take it further but don't know what the next
stage is. Please can you help us? (EM – 22/9/10)
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In Nov. 2009 My husband & I went on [NAME OF CRUISE SHIP] for an Iberian Cruise. On day 2
my husband was taken ill and WE WERE BOTH CONFINED TO OUR CABIN FOR 5 DAYS even
though I was not ill. We were assured by the doctor that we would be fully compensated. My
husband ended up in hospital with renal failure on our return to UK. We were offered £720
voucher against another cruise even though I told them we would not do another cruise. Our
solicitor is now dealing with 120 cases of sickness, including 2 deaths on the [NAME OF CRUISE
SHIP] and so far they have not made any offers of compensation although our Solicitors is
pursuing this case. Why will [CRUISE COMPANY] not compensate us for the 5 days holiday we
did not have? It would only be £1500 surely this would not break the bank? (EM – 23/9/10)
we arrived back from [NAME OF HOTEL] near Hurgurha late friday night, My hubby has been
having a continous upset tummy with the runs since last Tuesday lots of folks were having a
problems the local doctor prescribed a banned antibotic strepofilling canyou investigate this
hotel please booked with [TRAVEL PROVIDER] and other folks booked with [TRAVEL PROVIDER]
thanks (EM – 26/9/10)
we booked a holiday with the co op travel and it wasn't what was promised me and my twin
ended up food poison and we had watch dog in the hotel the rooms were disgusting i had to be
moved 4 time the food wasn't cooked properly and they was hazards all over the hotel we have
sent a complaint to the co op and they dont seem to want to reply i do have picture and
documents that i can attach i just wait to you let me know what you need (EM – 27/9/10)
I booked thro' [TRAVEL PROVIDER] hols, for 1st Dec 2009 till 19/20th Dec 2009 for a cruise on
[NAME OF CRUISE SHIP] flying out to Dubai. went wrong from very beginning was ill treated by
ships Dr,(got treatment paid thro' travel Ins,) I am fighting for compensation thro' [TRAVEL
PROVIDER] for very bad cruise, dirty, broken, health hazardous, insulted.unsafe, below standard.
bad organisation, bad sanitation, smells undesirables getting on board. rude staff go's on &
on.Complained to [TRAVEL PROVIDER] on first day back, 20th/21st Dec 2009.sent a cheque for
'Return' of Tips.£196. which [TRAVEL PROVIDER] at time of booking SAID did not have to pay,
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plus £200 for myself & husband(works out £5 ea. a day) not agreed to amount for so much
upset & illness(I was on drip in Ships hospital for 5 days & ill for some time after returning
home.) [TRAVEL PROVIDER] will not ackn owledge my mail (now) after sending back cheque &
wanting better amount of compensation. do I have a right, Booked thro [TRAVEL PROVIDER],
they say [TRAVEL PROVIDER] want more Dr's statements even my home GP verdict surely as I
booked thro [TRAVEL PROVIDER] its their problem. (sorry its long, but tried to condense SOME
info (EM – 1/10/10)
i have just returned from kenya with our holiday having been cut short due to a sudden
bereavement in the family. prior to our departure we stayed in the [NAME OF HOTEL] heathrow.
the hotel was not the best. there was aa smell in our room that required the maid to spray air
freshner. i had a beetle in my breakfast and i have been diagnosed with salmonella which i
believe i may have caught on our return flight from kenya on [NAME OF AIRLINE]. the whole
holiday start to finidh has been a disaster. (EM – 1/10/10)
I sumbitted a compensation claim in January 2010 (after my wife and I had food poisoning at
[NAME OF HOTEL], Benidorm). The [TRAVEL PROVIDER]s Customer Claims Executive stated in a
letter dated 13th April 2010 'the law does allow me six months to finish the investigation'
However, I have not heard anything from them since this date. I did send them letter on 23/8/10
requesting a cheque without further delay, without response. If I don't receive a response
within the next 2 weeks (6 months transpired) could you please advise 'in law' what steps I can
take. Many thanks. (EM – 1/10/10)
Last October my daughter and I booked a holiday with [TRAVEL PROVIDER]. The holiday we
specifically asked for was 1 week nile cruise and then a week at Sharm e sheik . [TRAVEL
PROVIDER] arranged our holiday with [TRAVEL PROVIDER]., as they did not do this package. We
were told we were on a platinum holiday. However we have just come back from our holiday
and we were told when we were away that the holiday we thought we has saved all year for did
not exist and in fact the week two was for a holiday in luxor. No one initially exepted liabilty for
the error made but later in the first week we were offered an alternative second week at a red
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sea resort which we accepted as we were told on booking last year , that the first week was full
board and that the second week in Sharm was fully inclusive , the holiday that we had been
booked for [NAME OF HOTEL] ( luxor) was in fact bed and breakfast.,We accepted their offer
which was paid by [TRAVEL PROVIDER] as we didnt have much choice as we only took enough
for spending money as the holiday had cost us £3,000. The second week they offered us was
[NAME OF HOTEL] in Makadi bay, we took this as we wanted our week [TRAVEL PROVIDER]
which we had thought we had booked for and paid for . Although the resort was clean , the food
was poor and had constant stomach pain and acute diarrhaea and still have it on return
(7/10/10), came home yesterday. What is alarming is that the holiday was booked over a year
ago and we were told when on our nile cruise our holiday does not exist. So where did our
money go and literally the [TRAVEL PROVIDER] are saying we were thinking we were going to
Sharm this is ridiculous as we booked this holiday and were looking forward to it for almost a
year. Even a week before our holiday another [TRAVEL PROVIDER] representative said that we
would be going to sharm via coach as I was a larmed as initially we were told we were flying and
then when I picked up the tickets she told me to leave the shop and she would phone customer
services about our plane tickets. On return she said that it was a coach and that it took about 8
hrs , when on our holiday we were told it took 20 hrs and this holiday does not exist . The paper
work told us presidential nile cruise and the [NAME OF HOTEL](5 star both luxor) we were
booked for sharm e sheik ([NAME OF HOTEL])(5 star . So the question ls they are trying to make
out we were thinking it was in sharm when in fact we booked it specifically for sharm and the
lady who booked our holiday whom we spent over an hour with booked a nile cruise said also
that she in fact stayed in [NAME OF HOTEL] in Sharm and said we enjoy it. I even changed my
holiday dates to link in with flights for the holiday to Sharm . There was a communication error
between the holiday representative and [TRAVEL PROVIDER] and our error is that they can sell
you a holida y that you asked for , they take your money and then you find that they havent
given you the holiday that you have paid for . Surely there is some thing that can be done .
Unless you have a voice recorder then they try to make you out that you are stupid. I am neither
( qualified practitioner ) and listen to people all day in fact necessary for my job. There were
three people present at the booking so they have made the error and not us. How do we go
about complaining, and getting compensation , wanted to go to the [TRAVEL PROVIDER] , where
we booked the holiday on return but still have an upset stomach . Would appreciate some
advice . ( the second week we took as they offered cost them 572 for the two of us ) so where
did our 3,000 pounds go and the resort they offered had no entertainment at all for adults. We
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made the best of it but was disappointed as it was not the holiday that we had booked and paid
for all year round. (EM – 7/10/10)
myself and 3 others (including my 3 year old son) stayed at the [NAME OF HOTEL] resort, egypt
between 09/09/10 and 23/09/10. during this time we all suffered from acute gastic problems as
did 4 other groups we met on holiday. we had booked for either a "sea/garden view room" the
room we received however overlooked the adjacent open landfill site which in egypt's heat
smelled appallingly (i have photo evidence to provide). the main problem however was that the
swimming pool's suitable for children were within 5m of ongoing building work, it is impossible
to relax on holiday with the sounds of drills, hammers and heavy machinery which began at 7am
and went on until 9pm on some evenings (again i have photo evidence to provide), despite
repeated attempts to contact a local rep there was no reply to any messages, t he matter was
brought up with the hotel manager who apologised profusely but did not act. please advise (EM
– 9/10/10)
Whilst on a 7 day holiday with a coach company at the [NAME OF HOTEL] Folkestone I was
severley bitten with bed bug bites, I dident know what these bites were. Ithaught they were
mosquito bites as I have never seen bed bug bites before. When I showed the duty manager on
the second day of my holiday they changed all my bedding but by the last day I had more bites
which were blistered and so itchy, Ithen took myself off to the local hospital and they diognoised
bed bug bites,which shocked me. the hospital phoned the hotel to inform them of this. They did
change my room for the last night of my holiday but very reluctantly. My daughter phoned me
and told me that when I get home I musn't take the suitecase into the house, bag all my clothes
up in bin bags and get rid of them and distroy my suitecase, as they can travel in clothes and the
suitecase, and then I would have a infestation in my house. So not only did I have a bad time
with itching soreness and lack of sleep, but I lost all my clothes. I am now trying to complain to
the tour operator and get compensation for the holiday and my clothes. (EM – 12/10/10)
I returned from a [TRAVEL PROVIDER] holiday to Orlando only to find that I have Legionnaires
Disease what do you advise I do (EM – 12/10/10)
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me and my family went to [NAME OF HOTEL] egypt on 5th sept for 2 weeks and me my mum
and my 3 year old son all took poorly. we didnt see any docs as we thought it was jus sun stroke.
but wen we came back the doctors took a sample of mine n my sons feaces and my son had
cryptospodium. the doctor is almost certain i had it whilst over there but did not test positive for
it as i must of passed it whilst there. enviromental health have been in touch and told me to
contact yous. i want to look into tryin to get compensation for my self and my son as it ruined
our holiday being poorly and it was my sons 1st proper holiday and he was un well for most of it
as was i. i would be very grateful if you could get in touch. thankyou. (EM – 13/10/10)
I booked flights for 3 people a month ago from [TRAVEL PROVIDER] trading under [TRAVEL
PROVIDER]. From past month i have been trying to contact them to provide me with my etickets however they have been giving me excuses all the way long. 2 days a ago i recieved a
called saying that they have messed up my bookings and there are no alternatives available on
the dates i want to travel. So they have agreed to provide me with the full refund. They have
told me to sign a cancellation invoice, but i am not too sure whether i am suppose to sign a
cancellation invoice when it was their fault for cancelling my bookings. Can you please advise
me if it is okay to sign the cancellation invoice and what other documents i should ask for as a
prof of refund. (EM – 13/10/10)
Me and my daughter booked a holiday last year at your [LOCATION] branch for a nile cruise and
then a week in sharm. There were three of us pe present when the lady went through our
holiday requirments as we specificaly said we wanted a week in sharm. She said that [TRAVEL
PROVIDER] didnt but [TRAVEL PROVIDER] did. She said we were platinum customers and we
would fly to Sharm, The holiday confirmation was very vague in presentation and we did not
think anything more about it as she said we would fly to Luxor , for the cruise and spent the
following week in [NAME OF HOTEL] Sharm. Flights were arranged as I had to arrange my own
holidays to accomadate this. A week prior to [TRAVEL PROVIDER]s when I quieried the tickets to
fly to Sharm was told that it would be an eight hour coach trip. I was really annoyed about this
as we were told we we re flying. However the lady in the office assured me that it was not a bad
trip as she had done it herself and said there was plenty to look at , still confirming it was Sharm.
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However when arriving in Luxor we were given information from our [TRAVEL PROVIDER] rep
there and we were given information for two weeks in Luxor. When we queried that we were
only there for one week and then going to Sharm by coach ,she looked at us with disbelief. She
stated that the holiday we were sold by the holiday operator did not exist and this cause us so
much disappointment and stress when we were on holiday. She said that in fact we were
booked to stay in Luxor ([NAME OF HOTEL]). We tried to make the most of our holiday as we
had saved all year round for a holiday of a lifetime costing a total of only to be flabergasted that
holiday travel agents can say what they can and sell holidays that dont exist. I will never book at
your [LOCATION] branch again and have written a complanint to Holiday watchdog about this
false representation. Towards the end of the first week the holiday rep in Luxor came and saw
me and my daughter and said that Yourselves would offer us an alternative beach holiday in
Hurgada with [NAME OF HOTEL/RESORT] which we accepted as we were told when we booked
that we were full board on the cruise ship and fully inclusive in Sharm. So we did not take a huge
amount of money as we thought the cost of the holiday we would not need much money.
Therefore we took this alternative as it was inclusive. However although the holiday was a beach
one I suffered persistant diarriah and did when i returned home. Although the resort was
reasonable it was not five star what we paid for and we were stuck in the middle of nowhere. I
am prepeared to state and my daughter plus the other witness that the tour operator had
broken the terms of the holiday contract by selling us a holiday that did not exist. By law we had
a right to expect the holiday that we booked and paid for. We were certainly no t platinum
customers on return and wish to claim for the disappointment of not going to Sharm as well as
the additional stress of worrying during the holiday. Both my daughter and I worked hard for
this holiday and looked forward to it for a over a year. The reps are trying to say we were
thinking we were going to Sharm that is an insult as I listen to people all day long and know what
I am hearing and know what we specifically asked for . Its the travel agent that was the obvious
fault and in this instance to blame. To add insult even the week before I went when another
travel rep asked me to leave the shop while she contacted customer services as I was querying
the flight to Sharm and then asked to come back in about half hour. When I did she then
explained that she could have told me it was in fact a coach to Sharm and she had done it yet
another lie told. Absolutely disgusted by the lies told to me by these travel agents. I intend to
seek out compensation for the holiday . The second week we booked for was five star and we
never had that also the paperwork also shows a change in our boat. Therefore whether we
accepted the change of venue on holiday owing to us not really having any choice we still did
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not get the holiday that we booked and paid for , as on holiday we did not book any additional
trips on the cruise ship as we thought we had to keep money for our food and as it was almost
the end of the week when someone took responsibilty for the error we never could do what we
planned to do on holiday. I have been upset over this since home and only now feel well enough
to complain. I have all the documentation. (EM – 14/10/10)
[NAME OF HOTEL] holiday from hell partner was beaten up by staff, they give children alchol, we
all had mouth ulcers and upset stomacks. carpets dirty and stained staff arragant and hate the
british.food off. no choice in alchol, beds changed once in 2 weeks,cleaners steal from your
room,turkish weddings till early hours of the morning in the hotel,absolut nightmare wanted to
go home the 2nd day didnt feel safe at all. (EM – 16/10/10)
Whilst on holiday in Sharm el Sheik on the 2nd day I was really ill from sickness and diaria, on
the 3rd day my daughter was also ill with the same complaint, we told the hotel who said it
maybe the weather, lots of other people were coming down sick, I went to my Doctor who has
given me antibioctics, my daughter and I have lost weight as we were afraid to eat the food, and
we still dont feel well. How do we complain? (EM – 17/10/10)
came back from holiday in august this year after visiting [NAME OF HOTEL] red sea egypt, whilst
there we were all ill, our son was still ill on return, diagnosed with salmonella typhimurium , was
involved in coach crash, when driver had fit at wheel,whilst there. seat belts not present or not
working. pool closed on many occasions due to people pooing in it. major problems at resort
which need to be resolved (EM – 18/10/10)
We have tried to contact [TRAVEL PROVIDER] both by phone and numerous emails and had no
response other than passed to customer relations. Firstly the airport pickup for return journey
failed to turn up. The contact number given claimed pick up at 12.30 when (see attached
document) we have confirming 13.10 we also were at pickup point from 12.10 due to check out
at hotel and there was no pickup there at all. The people on the contact number were rude and
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firstly said coach on way, then we had missed it and to get taxi or miss flight hanging upon us
twice?...secondly there was no airconditioning available when advertised (available at extra
cost). this is essential to me as I am at that age. Thirdly Both my husband and I had numerous
bites, me worst of all pics attached. Reaction occurred or return home and have since been to ld
they appear to be from bed bugs. They are certainly not moscitos and definately from hotel. I
think this is really serious and needs addressing. We are unable to claim for transfer on
insurance as so last minute we had no time to wait for receipt 42 euro as check in about to
close. We are extremely upset as [TRAVEL PROVIDER] have not even apologised and clearly
must be aware of issues with this hotel. (EM – 23/10/10)
holiday ref [NUMBER] booked with [TRAVEL PROVIDER] off net airline [TRAVEL PROVIDER] total
cost £2200 departure date 03/10/10 return 18/10/10 for 4 adults which included flights in flight
meals and all inclusive accomodation at the amar sina sharm el sheik egypt. I wish for you to
assist in a full refund from which of the above two holiday agents for what i would call an
appauling flight and accomodation complaints as follows,6 and a half hours delay from
[LOCATION] with no explanation then return flight 2 and a half hours delay again no explanation
,paid for in flight meals never recieved any as stated on flight tickets never payed for but did
.Arrived at hotel approximately 7hrs late 04.30hrs to find room not ready ,hotel was an absolute
discrace dirty and a strong smell of animals and sewer smell as there was a zoo in the hotel
grounds this was terrible a pigeon loft on the grounds with pigeon dropping on pool side and on
sun lougers ,these where also cooked on an evening for dinner of which was a total off put (not
joking) the pool was also dirty with a black ring all round the top side of the pool i have took a
sample of this to forward to you if you require both on a cloth and a scraping discusting and
dirty.this brings me to th e rooms again apart from smelling of the incoming smell of the zoo and
sewage but in the bathroom sweat and body odur in the shower area was terrible felt sick
having a shower matterases were not they were foam filled cloths the pain and discomfort this
gave was unbearable as took in turn to sleep in the chair more discomfort for me as i have a
prolapsed disc awaiting for removal of this .the food was well what ever it was, was never warm
and always served outside around the poolside and kept warm with pot puree candles this is
where most illnesses arose from which was why i became very ill on the 3rd day for the next 9
days my wife mother and neice found it very difficult to stomach the food please note my self
and wife have been to egypt on 4 other accasion and never ever been ill or stayed in such an
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appauling hotel and this hotel was stated as good reviews by the travel agents so took it on
good reccomendations as good booked and payed for over the phone ,then when we checked th
e reviews was totally a gasp to find warnings to not stay here we immediately complained and
requested to be reallocated to another hotel which we could but at an additional cost but could
not afford to do this as we were funding our neices holiday cost her first holiday what a big
dissapointment this was for her and us £350 extra cost for food as never ate in hotel having
water confiscated if bought outside only to buy in hotel at a more expensive cost please note
any complaint made was basicly laught at never saw any holiday rep no window opening
unfitted shutters which had to be closed at all time to keep the smell out rubbish all around the
hotel ,hotel owner constanly of which i and my mother found dirty and discusting sending bowls
of fruit to room and sexual advances to our neice and all staff openly saying my boss really likes
you was like having a pedo around this was uncomfortable to say the least other things i would
like to discuss but can,t bring myself to do or say .there seems to be many that complin to the
holidy reps about the conditions of this hotel why do they continue to send customers here
knowing the appauling standard they have ruined 2 weeks holiday i and my family looked
forward in having and worked all year round to be sent to a total disgrace of an hotel could say
was close to tears but actually did cry please support me in obtaining a full refund as i feel we
deserve (EM – 25/10/10)
We were placed in a hotel in Rhodes in August, having paid all inclusive, only to receive a letter
on the day of arrival to inform us that the hotel had the Noravirus. Inside 24 hrs I had contracted
this virus and didn't get well all holiday (7 days) and still had an upset stomach the following
week. We were unable to leave the complex due to my illness, and only ate toast and drank
water. My husband also contracted the virus halfway through the week and it continued
through the following week. [TRAVEL PROVIDER] have now sent a Department of Works and
Pensions Claim form, which seems irelevant to our claim, can you advise us if we should
complete this? (EM – 1/11/10)
The [NAME OF CRUISE SHIP] we set of on a 14 day cruise Canary Islands & Madeira 18th Oct
2010. There was sanding & vanishing while we where all sunbathing - dirty/chipped cups-platesglasses / cough & colds where common my wife & me returned home with colds. this is a short
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version (EM – 2/11/10)
Hi i jst returned from [LOCATION]. I booked a [TRAVEL PROVIDER] online. I only stayed there for
3 nights instead of two weeks because i got bitten to death with bed bugs. When i told the
person that ran the place she told me there was a bit of a problem and my carpet would be
cleaned in a few days .I said i couldnt stay another night .She said i would not get a refund.
When i returned home i emailed the owner to let them know but they werent interested and
were very rude. I put on trip advisor that i wasnt happy about the [NAME OF HOTEL].When they
read it they emailed me with the most disgusting email calling me a prostitute and they would
post on the net that i was not a person that you would rent accomodation to . Also they said i
said they had bedbugs so i could get my money back. It was such a shock for me to get an email
like th at when its not true its despicable (EM – 5/11/10)
We were very badly bitten whilst in Tenerife which we believe was bed bugs in the hotel room
as we saw bugs in the room and it got worse and worse throughout the holiday. We were ill for
the whole time we were on holiday. Just wandered if there is anything we can do etc. or any
advice you may have. (EM – 5/11/10)
I stayed at the [NAME OF HOTEL] Agidir with my wife and her sister and husband.Whilst we
were there my sister in law came down with a stomach bug and spent 4 days in bed.When we
returned home withinin 24 hours I had the same bug. It took a course of antibiotics and a
fortnight to clear up.I also noticed quite a few other guests with the same problem.Also we only
ate and drank at the hotel so it must be the source of infection .Do we have any redress against
the hotel or [TRAVEL PROVIDER] who it was booked with. travelled 18/10/2010 -25/10/2010
(EM – 13/11/10)
I have written to [TRAVEL PROVIDER] three times now, to which they are saying i have only
written one. My family and i went to turkey in july, for two weeks, and it was a holiday from
hell. firstly our transfer driver fell asleep at the wheel while driving us to our hotel. we had 2
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rooms booked, and on arrival was told we had only booked 1, we argued with the staff and got
another after waiting 6 hours for it, and then it was a couple of doors away, with our child in it.
The bathroom light didnt work fr the 2 weeks we were there, and when i tried to complain i was
told to go away. the food was disgusting, fish heads, stir fried mussels with brussels, etc, the
staff who were cooking it were all sweaty with it dripping of them. the plastic cups that we had
to drink out of were rotten to say the least,i ended up getting an upset stomach of which i delt
with myself, as the staff wasnt interested, and the doctor cost a fortune. we ended up using our
holiday spending money, on eating and drinking out because it was so bad, and its an all
inclusive hotel. the indoor pool was rotten too, u could smell that it was dirty too. I have had 1
letter back from [TRAVEL PROVIDER], to which they have said that they have asked staff at the
hotel and all seems fine. This has put me of going to turkey, and put me of going to an all
inclusive hotel too, the spending money we took was for day trips out, and really enjoying our
holiday, this was the 1st holiday in a while, and maybe our last with our son, because of his age,
and it was ruined. thankyou for your help. (EM – 15/11/11)
I would like advice re: refund, compensation for a recent hellish stay at [NAME OF HOTEL] in
sharm el shiek. myself and my 13 yr old daughter arrived at the hotel on thursdy 28th oct and as
soon as i arrived i felt uneasy. hotel room was filthy, stained curtains,ingrained dirt around the
shower cubicle, exposed wires withi the rooms, sockets hanging off the wall, lock on patio door
hanging off and dirty stained blanket.we then proceeded to the dinner hall which again was
visually dirty, plates and cups chipped, diry cutlery, service areas were visibly dirty and food was
unrecognisable. I felt very anxious at this time with regards to the standard of hygiene within
the hotel so proceeded to contact [TRAVEL PROVIDER] holidays the next morning. After
spending £50 in calls to the uk my complaint had not been resolved and i fe lt very let down by
thier response which was being offered another hotel at an extra cost of £480 which i could not
afford and the only other option was for me to find a hotel locally which i did not feel was a
viable option as i was travelling on my own with my daughter and did not feel confident in
travelling around the local area looking for alternative accomodation. I was also surprised that
all three representatives could not locate suitable accomodation in the area i was staying or give
accuarte advice regarding resort information. Therefore i was not prepared to travel around the
resort looking for alternative accomodation. I also tried to gain advice from the local rep at the
hotel who could only offer 5* accomodation at a cost of £60 per night which again i could not
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afford. Hygiene standards within the hotel were shocking. for example, waiters would collect
cups from guests and give them a quick wash under the cold tap using thier hand and then use
them immediately. By su nday i was suffering from sickness and diarreoah and informed the
barman that by washing cups in this way he was spreading disease, he dscarded my comments
and although i explained i had sickness and diarreoah he still proceeded to take my cup from
me, swill it under the tap and use it to make a coffee for another guest! I immediately contacted
[TRAVEL PROVIDER] to plead with them to find alternative accomodation to no avail. I had no
choice but to put up with the situation and chose to eat out of the hotel as i did not want to risk
my daughter becoming ill as well as myself. Many other guests within the hotel were also
unhappy with the hotel and arranged a meeting with the manager who appeared aggresive and
intimidating in my opinion, so much so i almost felt vulnerable and scared to contribute to the
meeting with regards to my own concerns with the hotel. There was a family of 8 who had
expressed thier concens on several occasions and as a consequence, the electricity was
disconnected in both of thier apartments. I was given a complaint form by the local rep but
when i tried to contact him to sign it i was told by several guests that he had walked out of the
hotel due to the high volume of complaints. The general state of this hotel is appalling and
needs a complete renovation before someone is seriously hurt, i would have been a nervouse
wreck if i had been travelling with small children as the pool was a death trap ie guttering
around the pool was missing, leaving a 6ft deep gap, lights around the pool also had wires
exposed and my daughter complained of a sewage type smell within the pool! Many guests also
complained of bed bug type bites on thier bodies as well finding evidence of bed bugs on thier
mattress. Although myself and my daughter also had these type of bite marks on our skin i was
physically and psychologically unable to look on the mattress for this evidence because i woud
have been unable to sleep for the duration of my stay as i knew that it would not be dealt with! I
have several pictures of the items described as well as evidence of phone calls made to [TRAVEL
PROVIDER] holidays. I am hoping that you can assist me in gaining a refund as well as
compensation in order for me to rebook a holiday for me and my daughter as this was a huge
letdown for both of us. I have travelled to many countries including egypt and have never, ever
counted down the days to return home. Sadly, this was the case with this holiday. (EM –
16/11/10)
My sister and I recently stayed at [NAME OF HOTEL] Egypt for a week, 5th-12th November. On
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the 7th November we both started with very bad diarrhoea. After three days we had to visit the
hotel clinic as we had run out of Imodium, not that it was helping. The tablets we were given did
help but on our return my sister became worse and had to visit her doctorand give
samples.Today 19th November she has had the results and it appears we were infected with
shigella. I was not as bad as her but have been advised to visit my own doctor for tests. I intend
to complain to the holiday firm we travelled with but what do you suggest I should put in the
letter as I understand this infection can be very serious and can cause complications even when
you think it is over. I do have some health problems which until I visit my own docto r I will not
know if they have been compromised. Would appreciate you comments. (EM – 20/11/10)
Me and my husband experienced the most horrendous holiday at the [NAME OF HOTEL] Cape
Verde in October 2010. There was nothing right about this holiday, cockroaches waklking across
the food, people so ill they were bedridden for a week, dirty stairwells, flea ridden cats in the
restaurant, shocking food and a flight home that was refused permission to allow passengers off
until medics had been on board and then we wiated another 30 minutes to be given clearance
from the Port Health Authority before we could enter the UK. I have written twice to [TRAVEL
PROVIDER] and received 2 responses 1 offering £120 voucher and the 2nd one saying it was a
fair offer and I should contact a thrid party if I wasnt happy, which I am now doing. I have tried
to attached my complaint letter. and my 2nd complaint letter which was not very good as I was
very angry, however you system will not accept my word file. I desperately hope you can help.
(EM – 24/11/10)
Ref no. [NUMBER]. I have just recieved a letter and a cheque for £183.95 from [TRAVEL
PROVIDER] as a full refund of the holiday, and is issued in full and final settlement of any further
claims made against [TRAVEL PROVIDER] in regards to this matter. I am wondering if I should
accept this, as they have not compensated me for all my clothes I had to destroy because if I
hadent I would have taken the bed bugs into my home , and then would have had to get my
home fumigated. If you think I would have a reasonable case to get compensation for my cloths
I would be greaful for your advice, I realy feel confused at the moment as I have never had to
complain before and maybe I should be greatful that they have refunded me the price of the
holiday. I would be greatful for any advice you could give me either way, as [NAME] phoned me
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and said to get in touch when I heard from [TRAVEL PROVIDER]. Thanking you with regards to
this matter (EM – 29/11/10)
had a holiday to greece staying at the 4 star [NAME OF HOTEL] hotel, we had very poor quality
drinks only 30% in quality on the alchol and the wine you could buy at the local supermarket for
3$.95 cents the foof also was of a very poor quality and very repetitive there was nothing for my
2 yr old grandaughter to eat exceppt beens and spagetti boilgnase which was on the menu every
lunch time and evening we also had food poisioning for myseld my future son in law and my
granddaughter. the barburque which theyn used was so dirty it should have been condemed
and the food was not barberqued and then served for nyou but was prepared some 2 hours
before hand and kelpt warm in a bamburie so far we have been offered only £300 of a holiday
we paid over £3700,00 plus the extra £1400.00 we had to spend to eat. and drink. my g rand
daughter alsoi could not have ice cream form the beach bar ect only if we had to pay for it the
only icecream on offer was what you could get in a dish in the main resturant. the alcarte
resturent was the pool bar and the beach bar which you would not describe as alacarte AND
THE ONLY DIFERENCE WAS THAT THER WAS NORE CHOICE BUT YOU had to pay extra for like my
son in law wonted mushrooms on a omlet ans he was tokd it would be 2 euros can you help (EM
– 30/11/10)
I am wondering if you would be able to give me some advice with regards to a holiday complaint
I have made to [TRAVEL PROVIDER]. Our holiday was to [NAME OF HOTEL], Turkey end of
August/beg of September time, I travelled with my daughter and my 9 year old grandson. We
have sent several letters and telephoned on lots of occasions basically after 2 months have
received a reply saying sorry but hope you enjoyed the rest of your holiday. We complained
about several things but our main concern was that there was obviously a problem at the resort
with illness before we arrived there. As we have no medical evidence and was unable t afford to
see the doctor there they say we have no case (EM – 2/12/10)
We would very much like your advice who to complain to and who is liable for our claim
following serious food poisoning on our holiday to the [NAME OF HOTEL] TOBAGO. I have
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attached a copy of the letter we have already sent to our travel agent who I think is already
complaining to the the tour operator who is [TRAVEL PROVIDER]. Is this the correct procedure?
Will it be [TRAVEL PROVIDER] who we approach to refund and compensate us? Please can you
offer any advice? Full details of the situation are in the letter and the following 'Record of
events'. Many thanks in anticipation of your assistance. (EM – 3/12/10)
i have complained to to [TRAVEL PROVIDER] /no responce/ /holiday tunisia on arrival put in
wrong room/time and trouble/fell ill twice /most certain hotel food///have 2 further bookings
at same hotel//dont want to go back //like to know options to change hotel///no reply from
[TRAVEL PROVIDER] (EM – 6/12/10)
We went to tobago and stayed with [NAME OF HOTEL], and got extremlly ill at the resort it
ruined our holiday as it was our 10 year anniversary we were not able to enjoy the holiday, as
we would have liked because we were so ill during our stay. (EM – 12/12/10)
I was very sick and had to be put on a drip due to food poisoning when on holiday in sharm el
sheik. I was bed ridden for 4 days and had a fever. The hotel also sprayed everywhere with some
sort of insecticide daily and the smoke and smell were unbearable and I took coughing fits daily
because of this. I am still unwell due to the food poisoning. The pool water also caused my ears
to swell as they poured some chemical daily into the pool. We have photos of chemical dust
being sprayed daily. (EM – 30/12/10)
Holiday Safety Claims:
we have just returned from a [TRAVEL PROVIDER] package holiday in Mallorrca Problem:- we
returned on flight [FLIGHT NUMBER], Palma to Gatwick, 23 march 2010. My best measurement
of seat pitch was approx 28" I am about 5' 10" - thus not particularly tall - but this was quite
inadequate!. companies are well aware of the health hazards of putting passengers into such
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confined spaces - yet continue to do so (EM – 24/3/10)
On arrival, the villa had not been cleaned, the beds were dirty and unchanged, no clean linens,
floor and kitchen were filthy…… We have over 7o photographs which show the property in all its
‘glory’. There were also problems in relation to safety issues, the main ones being that the gaps
in the balustrade over a 5 ft drop onto a tiled floor were large enough for our 10 months old to
climb through. This was in the lounge area so it was impossible to corden this section off
ourselves. The stair threads were loose and a trip hazard, there was open wiring onto the pool
area. Empty alcohol bottles next to childrens toys in the garage and lots of chemicals and paint
cans left within reach of children (ours are two and ten months – nine at the time of travel). The
write up of the villa stated newly decorated and furnished this was also not the case, the lounge
looked like it had been painted fairly recently and the sofa replaced but all other rooms of the
villa were outdated with broken furniture and old linens. ( EM – 15/7/10)
Could you please advise does a cruise company have any liability to inform passengers that the
vessel had suffered from the Norovirus on the previous cruise. (EM – 16/7/10)
We have just had a bad experience in the [NAME OF HOTEL] in Paphos, the wiring was
dangerous, the air con didn't work which was very uncomfortable during the recent heat wave,
the rooms were crawling with ants, we had constant power cuts which ruined our food in the
fridge, we paid for 7 nights and missed our flight that was due to leave on the 6th night, all in all
we were very disappointed! (EM – 21/8/10)
We have been subject to disgraceful accomodation and deplorable customer service by [TRAVEL
PROVIDER]UK Ltd.We took our two grandchildren for a week at [LOCATION] bay holiday park,
the caravan was filthy, there was dirty cutlery in the drawer, the cooker was filthy, so we did not
use it and the gas fire was dangerous. The caravan was unfit for occupancy. There were no
[TRAVEL COMPANY] reps on site and as we did not want to unduly upset the little girls we
decided to write to [TRAVEL COMPANY] when we returned home. The response so far has been
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to pass the buck on to [TRAVEL COMPANY] who were, unbeknown to us, the holiday park
owners, (we would not have booked the holiday if we had known this). we wrote back to state
that as we booked with [TRAVEL PROVIDER], we expected them to address our grievances, We
have not heard any more from them since then, I f necessary I can supply more details of these
and other grievances. (EM – 14/9/10)
advice please already put forward my complaint to tour op heard nothig been nearly 8 weeks
went to turkey in july paid for 2 rooms holiday cost 4200 first room leaked water from under
toilet reported it dail for 6 days second room leaked from the aircon was horrendous carpet was
soaked bad and water leaked so bad it dripped constantly and facings were rotten around the
doors reported it 3 times daily for 6 days totally disgusted eventually on day 7 or our 10 holiday
summit was done they came to look at it then i was moved right away to the suite i was so angry
paid for two rooms they stuck us altogether into one room i actually paid for 2 rooms was down
graded to 1 for 3 nights and never evne got a sorry or offered a refund we were actually left
wide open to legionarres disease and pneumonia how bad is that i was totally ignored when i
complained i am outraged paying all that money and supposed to be 5 star 2 roooms both with
water problems and to get totally ignored for a week then to get downgraded omg am i right it
saying i am entitled to a refund? any advice would be greatly appreciated (EM – 14/9/10)
on arival at the hotel room my daughter & septson fell through there beds as the wooden slats
where broken or missing. the next morning i notice that the bathroom shower curtain was dirty
the ceiling was peeling the door did not shut,where the wall tiles & floor tiles meet it was a dirty
brown, because there was no sealant. the shower head had to be taken of the holder to wash
ourselfs because the water sprayed over our heads not on the person,the shaving switch was
not fitted proply.all the walls had plaster holes.the air condition kept cutting out had to be
reset.there where dirty marks on the walls,artex & paint was left on the floor and dried also
there was paint runs on the skirting boards.The swimming pools had tiles & beading
missing,often the pool attendant was asleep so anything could happen.The dinning room had
lumps of concerte missing from the walls,what ever you had for launch you had for
dinner.drinks from the dinning room & orentail bar was warm because they left the bottles on
the bar and not put back in the fridge to keep cool like the pool bar.I would not recommend this
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hotel to anyone. (EM – 15/9/10)
I have recently come back from a holiday….. on the island of Crete in Greece. We were a party of
two staying in the [NAME OF HOTEL] for a week in June 2010. The standard of the hotel
apartment fell far below the standard expected for a 4 star accommodation that was promised
by the [TRAVEL AGENCY] travel agency website, which we booked in a [TRAVEL PROVIDER]
store. Examples include: Health and safety issues: electrical hazards (dangerous wiring and
fittings), security issues, and very unhygienic conditions. I have visual evidence of these
problems All appropriate complaints procedures have been followed, and the holiday
companies ([TRAVEL PROVIDER]) response to a claim was negative, bearing in mind I contacted
them with the issues on the first day of the holiday. Would you please advise. (EM – 21/9/10)
Bad experience to Marmaris (Turkey) july 2010 wrote to complain, gave them 8 weeks to reply
and investigate all we received back was a pack of lies.Room was unfit for purpose could not
lock door so children not safe when asleep at night, no cover on main fuse box which would
have been fatal if the children had put there hands in as many live connections were exposed
(EM – 9/10/10)
My wife myself,daughter and son in law booked [NAME OF HOTEL] Fuertaventura 3*** All
inlusive, it was 2 spoons maybe, certainly not all inclusive. I went into the dining room at 12.00,
lunchtime for a drink of water as it was very warm and was angrily told to come back @12.30 I
was too early to get a drink of any kind. The food for the first 2 days was only just passable but
after that it went rapidly down hill, which meant my family and myself very often had to eat out
practically every day for at lest one meal. The Travel Agents, [TRAVEL PROVIDER] charged us
40Euro for transfers, I asked if I could make my own arrangements they said it would nulify my
ABTA bond. The Taxi fare was only Six Euro as we were right next to the Airport. There was
building work going on every day at the kids play area (also closed as was the pool bar gents
toilet in the gym and to me the most dangerous of all no lifeguard at the pool, ever). At all times
we had to drink out of plastic cups which I can understand at the pool, but a plastic cup of wine
of an evening does not comply with a holiday mood. There were quite a lot of broken tiles and a
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lava rock almost broke my daughters foot, she asked at the reception for an elastoplast and was
told they did not have any "If we had to give everyone in the hotel one we would not be making
any money as we have over 200 guests in the hotel". My daughter reminded her that a sign at
the pool stated if needed there was first aid at reception . The receptionist said that was for staff
only. She was not keen to complain to the reception as when we arrived she had no hot water
and the water she did have was brown. We asked the reception to rectify the problem. They
took her room number and said it would be fixed later. Three days before she could shower in
her roo m. I then asked at the reception for toilet roll at breakfast time, as it was the maids day
off. Got it at five in the evening. My daughter and son in law asked at the same time as I did but
when she went back to the reception at 17.30 to ask again, she was told " I gave your dad a
toilet roll half an hour ago". My daughter is 30, married and her room is six doors away from
mine. I am not running back and forward to share toilet roll. We asked at the reception if we
could complain to the travel agent, she told us to write our complaints down and she would email them for us, next thing my daughter recieved a phone call from her travel agent telling her
not to cause any more trouble, if we did the hotel management would ask us to leave then we
would be on our own so "keep your heads down". Basiclly the reception went behind our backs
and lied to our tour operator saying that we threatened staff were drunk and abusive, I do'nt
think so not with only one bar ma n serving over two hundred guests That's why my daughter or
any of us were wary of saying anything else to the reception. What made it worse was the fact
the Tour operator took the hotels word before we had a chance to put our piont across, this
really spoiled all our holiday. What little meals we did have in the dining room, we had to heat
up in the microwave (supplied in dining room) and every day there was always two of the three
drinks machine not working, the beer one worked every other day but I don't drink beer. So we
were on holiday we had to serve our own meals then heat themin a microwave, pour our own
drinks when the machines worked, then we were expected to CLEAR OUR TABLES as there was
only one staff member in the dining rom clearing tables, as we did this she only had to change
the table covers. When I pay to go on holiday I usually expect someone else to do these things.
I'snt that what we pay for? (EM – 14/10/10)
I took my family to Egypt in August 10. The Resort was tatally unsafe and posed a health hazard
to myself and my family. I contacted our operator to arrange alternative accomodation. They
were totally useless. After umpteen calls I took it upon myself to book another resort through
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the rep. This cost me 3500 US$ (£2140)which I paid by credit card. On return I wrote to our
operator ([TRAVEL PROVIDER]), who sent one response after their 28 day limit claiming that
they were waiting for a response from the resort([NAME OF HOTEL]). After my second letter
031010 I still havent received a reply and I believe that I may now file an official complaint
against them. As you may see on the pics the resort was in a state of utter disrepair. We were
informed on day 1 that the main swimming pool had been tested positive for e-col i bacteria and
it remained open. Children and adults were cutting themselves on broken tiles in and around
the pool. The pool steps vitually fell off in my hand. The perimeter wall around the resort was
falling down and there were open electric fittings on balconies and believe it or not.. in showers.
The food as well as repetitive was mainly cold or just luke warm. I couldn't let my family eat that
rubbish. Quite frankly this resort should be shut down and I personally will try my hardest to
ensure that it is. We have stayed at other 3 star resorts in Egypt and they have been 100%
better. My claim is that [TRAVEL PROVIDER] owe me over £2000 and it is accruing interest. I
have also contacted holiday watch and have every intention of taking this to BBC prime time
television with watchdog (EM – 31/10/10)
I have made a claim against my holiday company [TRAVEL PROVIDER], the holiday was an AI to a
5* platinum in Tunisia in october last. during the holiday I found glass in my food and 2 nights
befor our return there was a major flooding incident with water coming through the electric
lighting in the bathroom, wc and the entranceway to our room.we had to be moved to another
room this was about 12:30am. [TRAVEL PROVIDER] has agreedin there words"sorry to hear of
the 2 major incidents" and have offered the sum of £175:00 cash or £230 voucher. what I want
to know is this a fair compensation as I think concidering the trauma of being woken up and
finding yourself in an inch of water and the danger of swallowing the glass this is an insult. If the
glass had been in a chils lunch it could have had a different outcome, a child would have
probably swallowed it. The holiday cost £2000:500, not a cheap one. (EM – 12/11/10)
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Holiday Visa/Passport Claims:
We had a holiday booked with [TRAVEL PROVIDER] to India and Nepal. We arrived at the airport
yesterday 10.03.2010 and were refused travel to Delhi as we were informed that the regulations
on re enter had changed in january. We did not know this we had been in Goa from 2 Jan until
24th January 2010. We think our travel company should have informed us of this change when
they did our Nepal visa, they say they are not responsible for our India visa. We tried today to
get the required stamp from the Indian Embassy but told it would take 3 Workings day before
we would get it so we lose over 1 week of our trip or not go at all as Travelschere want to charge
another £270 to fly us out to Nepal, if we do not go we get no refund credit we just lose
eveything over £2,000.00 is this right SHOULD they have informed us of this change have we any
recourse (EM – 11/3/10)
I wonder if you can assist. My parents retired a few weeks ago and wanted to visit me in
Australia next year. Their plan was for 4 months and as they are not particularly wealthy I am
funding 50% of their trip in 2011 (they wouldn't take the 100%) Booking flights with [TRAVEL
PROVIDER] yesterday and handing over a deposit, they were then advised as an aside, that the
12 month visa would require that they leave Australia after 3 months and that it had to be for a
week. My parents are elderly and book through [TRAVEL PROVIDER], a reputable and
professional travel agent. Looking into additional visas has shown a 6 month version that
requires full medicals and X-rays. Things that will required to be paid for. I have instructed my
mother to contact the travel agent as she is within the 24hr cooling of period for any contract
and ask for her deposit back and the flights to be cancelled. We will then investigate visas
further and rebook. They booked at the recommendation of the travel agent to 'get in early and
ensure flights' That is a pretty poor service and I ask that you provide advice on this matter. (EM
– 5/8/10)
We were booked to fly to las vegas on the 23rd october 2010. We had booked our trip with
[TRAVEL PROVIDER] and we had also paid for our visas through them as well. We arrived at
[LOCATION] airport and after sailing through customs got on the flight to schipol
airport(amsterdam) We got through customs fine and then went to find the transfer desk.
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Eventually we found the transfer desk and i scanned my pasport and it spat out a boarding pass
then i scanned my wifes passport and it gave out a note saying (error please go to desk) We
were then placed in a long queue and asked to be patient but our flight was already boarding
and we were frightened that it was going to go without us. Eventually we were seen and the
staff were very confused until they realised that the passport number and visa number were
different and by this time our flight had gone. Obviously we were devastated by this then
wondered how we were going to get back home. The travel company [TRAVEL PROVIDER] had
filled in the wrong visa number so we had to pay for flights back to [LOCATION]. When we
arrived back into [LOCATION] airport our luggage had gone missing and this was the final straw.
We have contacted [TRAVEL PROVIDER] and they are blaming everybody but themselves for this
and they are trying to get money from other sources and as we were the innocent parties in this
we feel completely shattered and upset. (EM – 2/11/10)
[TRAVEL PROVIDER] - unable to provide a secure means of entering API information - both
website and email are not secure. Also customer service is apauling and i was told by email I fly
from [LOCATION] South terminal when it is in fact (through lots of researching and own
expense), I discovered it is North terminal. Not sure what your methods are but I really would to
share this with people. Many thanks for anything you can do (EM – 2/11/10)
We booked a 16 day [NAME OF CRUISE LINE] cruise leaving on 17th November 2010 with
[TRAVEL PROVIDER] travel agent. After we had booked the cruise we were told that we would
need a double entry visa for China and that it would cost around £30. My husband has twice
applied for a visa and has been turned down each time. The reason given is that he is a
journalist. We have put a new application in to the chinese embassy through [NAME] ( as
recommended by [NAME OF CRUISE LINE]) and have included a letter from the editor of the
newspaper he works for confirming that he is a sports writer covering a local football club and is
going to China purely for leisure reasons, a full personalised itinerary of what we will do if we
get to China, confirmation of our booking from [TRAVEL PROVIDER], an itinerary from [NAME OF
CRUISE LINE] Cruises confirming where my husband would travel to. We now wait to hear if this
application has been successful. We have been told by [NAME OF CRUISE LINE] Cruises that if
we don't get the visa we cannot board the ship and we would lose 90% or more of the money
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we paid for the holiday (around £5000). As you can imagine this has been a very stressful time,
and my husband has had to take time off work with panic attacks. My main concern is that it
was not pointed out that there was a possibility that our visa applications could be turned down.
It was mentioned as a formality. Had we been aware that we could be in the position where we
could lose our money we would certainly have given the matter further consideration before
handing over the money. When we first became aware of the visa rejection we thought that we
could be transferred to another cruise with [NAME OF CRUISE LINE], but this does not appear to
be the case. They have basically said no visa - not allowed on the ship - cancellation fees only.
To say I am disgusted at the way we have been treated is an understatement. To make matters
worse we have twice been told by [NAME OF CRUISE LINE] Cruise staff that the visa applications
had been successful, only to be told by [NAME] that this was not the case. We were also told by
[NAME OF CRUISE LINE] staff that my husband should not have put "journalist" as his
occupation on the visa application form - did they want him to lie? As I said previously we are
awaiting the outcome of my husband's third visa application, and if this is successful we will be
able to go. I would appreciate therefore if you would not take any action before contacting me.
Thank you (EM – 6/11/10)
Me and my partner booked a holiday with [TRAVEL PROVIDER]. We soon realised that we'd been
overcharged for airport security levy and filed a complaint to get our money back, it was
refunded. After spending an hour on the internet trying to book in with [NAME OF AIRLINE] we
gave up and decided we would have to do it at the airport, we then found out that [TRAVEL
PROVIDER] had not given us the correct details we needed to book in and so [NAME OF AIRLINE]
charged us £40 each to print our boarding passes. We went through security and flew to
Portugal, Faro airport. On arrival my partner [NAME] was taken away for what we though was a
"passport" check. He has a [NATIONALITY] passport and so needs a visa to enter Portugal.
Before we travelled i has phoned [NAME OF AIRLINE] and [TRAVEL PROVIDER] to ask if he would
need to purchase a visa before flying and they both said "No, he can purchase one in Portugal"
He was taken into the immigration room, i was left to wait, i asked to speak to him or see him
and i was not allowed. I was very upset after an hour or so and was sitting next to the door he
went through, crying. The man that took him away came to get our holiday details and wouldnt
speak to me about how he was or when they would let me see him. I has no money because
[NAME] was carrying all our cash and cards. No one could tell me what was going on. Over three
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hours later they came and told me that they was not going to give him a visa to come into
Portugal and that they was going to put him on the next flight home and i was i going to go on
the transfers now that i knew he being sent home? I laughed, they though i wanted to go on a
holiday meant for two, after spending the last 2 hours cyring and worried about what might
have been happening to him. I had to pay another £260 odd to get a flight home, or what i
thoug h was meant to be home. I had to beg them to let me go on the same flight as him and
again to let me go and get the money from him in order to pay for the flight. I then found out
that we were being flown to [LOCATION] airport, when we had originally flown from
[LOCATION]neither of us had ever been to [LOCATION] before and didnt know how we was
going to get home. My car was parked at [LOCATION] and we were going to be over 200miles
from it and our home. I was not allowed to see [NAME] until we boarded the plane, i felt like he
was being treated as criminal that had committed some terrible crime, i felt embarressed and
no one had any sympathy for the situation, they just said that "hes being deported for a
reason". When i next saw him, just before we boarded the plane he was being escorted by a
police officer. They wouldnt give him his passport back and told the flight crew to keep an eye
on him and not to let him leave the plane until someone had come to escort him off. [NAME]
then told me that he had been sitting, listening to the staff talk in Portugese for best part of the
three or more hours he had been waiting. they asked him about his UK visa, he begun to explain
it and they took the passport away again and dismissed what he was trying to say. [NAME] told
me thay none of them spoke fluent English and so the language barrier was made very difficult.
He was asked to sign a sheet of paper, but [NAME] is [CONDITION] and found it very difficult to
read what it was about and wasnt sure what he was signing. When we arrived in [LOCATION]
the immigration people checked his passport again and told us thay they wasnt sure why they
didnt grant him a visa. I had since found out that the staff the Faro airport were going on strike
for four days starting Wednesday and so they would not have been able to fly us home on
Friday, when we were due to come home. This made us wonder if the real reason they sent him
home was mabe because they wouldnt have been able to ge t us home later that week. We then
had to find our way around [LOCATION], we had to book into a hotel because we didnt want to
wander around at night in a strange city in the dark. We had to travel by coach becase we
couldnt afford the train which would have been about 3 hours, instead of what turned out to be
7 hours. We then had to get a coack back to [LOCATION] to transfer for a coach to [LOCATION],
which got there late so we missed our transfer and had to wait for the next one. and then drove
home from there.We are now out of pocket about £700 for a holiday we did not go on, a flight
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we would not have needed and hotel and coach journey we would not have needed to go on or
pay for. I have all out travel details and recipts, i just want some justice to be done. I cant
beleive the way we was treated, and we never want to go abroard to other European countries
again. (EM – 24/11/10)
i booked a holiday to egypt through [TRAVEL PROVIDER] and i hold a [NATIONALITY] passport.
[TRAVEL PROVIDER] told me i would only need a visa for Egypt. I paid for the holiday first
thinking i will apply for the visa the very next day. When i called up the Egypt Consulate, they
told me a pasport clearance was required which could take 6 weeks. I called back [TRAVEL
PROVIDER] and they said they did not this information. they will not defer my date and give me
refund. i just want to know my legal right. Is this my fault for not finding or should [TRAVEL
PROVIDER] have known this information as they are the agent. Please advise asap. (EM –
25/11/10)
Holiday Medical Treatment Claims:
our family holiday in cuba turned into a nightmare after our daughter was given tamiflu against
our wishes.our [TRAVEL PROVIDER] local rep sent a nurse who couldn't speak english with us to
a hospidal and then left us there.our daughter was in hospidal for six days because of the
reaction to this tamiflu.she had a sore throat to begin with. my insurance company want all
related paperwork and i need some advise please (EM – 20/6/10)
Advised not to continue with flight (Sunday) as head air hostess was made aware of my swollen
leg she checked behind my knee and noticed swelling. She spoke to [NAME] who said I was
unable to fly (from cuba to Gatwick). I contacted [NAME OF AIRLINE] the following day as was
told that I was re booked for the next flight (Wednesday), I was not examined by a doctor.
Should I have been examined to be given the medical OK to fly ( EM – 10/7/10)
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We were on the [TRAVEL PROVIDER] [NAME OF CRUISE SHIP] from 25th June - 9th July. My
husband is in hospital with a respiratory illness he is not responding to the antibiotics so the
Doctors are going to test for something more "exotic". HAVE YOU GOT ANY INFORMATION OR
ANY SUGGESTIONS I CAN PASS ON TO THEM, PLEASE I AM VERY WORRIED. (EM – 22/7/10)
Holiday Crime Claims:
Me and three friends have just returned from a holiday at the [NAME OF HOTEL] apartments in
Villamuira, Algarve, Portugal. My friends and i stayed there in two separate one bedroom
apartments, one on the ground floor and one on the frist floor. The holiday was going very nice
indeed until last wednesday morning 23rd June 2010, we 'd had a quiet evening in with a couple
of friends who we'd met at the same hotel and had an early-ish night going to bed around 1am.
Thats when it all happened, i was awoken i assume by a noise as i looked around the apartment
with the lights off i spotted the silhoette a man walking near to the kitchen area. i shouted Oi!
Then the two men approached and threatened me and friend and then proceeeded to rob me
of my cash and credit card and my friend of his phone, after they took our key and locked u s in
our room. I phoned the police almost immmediately but they were not in the bit least helpful. It
took us around 45minutes to get a girls attention who was passing by and she managed to get
the police to take more notice and also to wake our friends who were on the ground floor.
Around two hours later the hotel owners were awoken and we were released from our room.
We obviously at that point moved all our belongings to our friends room and had to wait til 9am
until we could even try anything sorted about being moved to a more secure apartment. Later
that day we were offered new accomodation but we felt none were as secure enough so it
would be better if all four of us stayed in the one room on the ground floor at the apartment,
also the ground floor apartments have steel shutter doors as well as patio doors as extra
secuirty, these are not present on the other floors. A few hours later on what was turing out to
be the longest day and night ever, we went down to the police stat ion and reported our
robbery mainly for insurance reasons and were charged 10 euros for our trouble!! Ok we
thought, these things happen and we were unlucky but only two nights later around 2am again,
we had just arrived back from a night in the town and heard a loud scream from one of the
balcony's above. Apparently a man and woman in there late 50's had been awoken by a man
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who had climbed in through there balcony window!! Luckily her screams and her husband
scared him off as he jumped back out and ran off but not before taking some money left lying on
a table. The following moring they moved out of the apartments. The following morning we
went to reception and complained that security in there apartments needs to be greatly
improved and on returning to england we would be advising anyone never to use these
apartments until they improve on security at least by providing steel shutters for all floors of
there appartments. I hope you can help other tourists to this area to fully awa re of the
problems in this area and also not to use these apartments until the security has been
improved. (EM – 28/6/10)
My wife and I booked a holiday in the [NAME] apartments in fuertaventura for August 2010. We
stayed there last year and had a good holiday, however after reading reviews about burglaries
on trip adviser i e mailed [TRAVEL PROVIDER] to ask to be moved as the complex has no bar and
reception closes at 2.30pm.There is no security at all.i was informed by [TRAVEL PROVIDER] that
their reps liase with hoteliers on a regular basis. ( but no mention of security) We thought we
would go ahead with the holiday and just be extra careful, until i read another review about
security issues in july 2010. I rang [TRAVEL PROVIDER] and changed my accomidation last night
and was charged a further £258 as we are to travel 11/8/2010. [TRAVEL PROVIDER] continue to
send people to this accomidation Knowing full well of the danger ahead. (EM – 17/7/10)
A RECENT HOLIDAY 2/6/10 TO [NAME OF HOTEL] CORRALEJO IN FURTEVENTURA. WE WERE
RECOMMENDED BY OUR [TRAVEL PROVIDER] REP TO GO TO A PARTICULAR BAR. WE THEN
ENDURED SEVERAL NIGHTT OF HARRASMENT BY SPANISH YOUTHS THIS ENDED ON THE THIRD
NIGHT BY THEM COMUNG BACK WITH FREINDS THROWING BOTTLES AT US. OUR REP WHO
WAS THEN OFF DUTY AND NOT PARTICULARLY BOTHERED SAID JUST GO BACK TO THE HOTEL!
WE REPORTED TH INCIDENTS TO THE POLICE WHO WERE NOT BOTHERED AT ALL. THE NEXT DAY
WE EVENTUALLY MANGED TO GET HOLD OF ANOTHER REP WHO SAID THEY WOULD TRANSFER
US FREE OF CHARGE TO ANOTHER HOTEL WHICH WE ACCEPTED. WHEN THE ROOM AT THE
OTHER HOTEL WAS READY WE ENDED UP PAYING 55 EUROS FOR A TAXI AS [TRAVEL PROVIDER]
SAID THEY WOULD NOT PAY FOR THE TRANSFER. ON THE SECOND NIGHT AT THE NEW HOTEL
WHICH WAS TOATALLY FAMILY ORIENTATED WE WERE COMING BACK FRO AN EVENING MEAL
OUT AND THE SECURITY GUARD WOULD NOT LET US IN WE EXPALINED WHO WE WERE
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SHOWED HIM OUR ROOM PASS AND PASSPORT HE THEN PHONED THE POLICE WHO ARRIVED
VERY QUICKLY. 6 POLICEMEN SURROUNDED ME AND MY GIRLFREIND MANAGED TO GET PAST
AND GO TO OUR ROOM TO GET THE [TRAVEL PROVIDER] EMERGENCY NUMBER, IN DOING SO
FELL OVER AND BADLY HURT HER BACK, WHEN SHE GOT BACK TO ME SHE WITNESSED ME
BEING PUCHED/SLAPPED IN THE FACE BY TWO OF THE POLICEMEN. MY GIRLFREIND THEN
COLAPSED AND STARTED CRYING ONE FROM THE PAIN IN HER BACK AND THE OTHER OVER THE
SHOCK/DISTRESS OF SEEING ME BEING ATTACKED. THE POLICE THEN LEFT AND I PHONED AN
AMBULANCE MY GIRLFREIND AND I WENT TO HOSPITAL WERE SHE WAS X RAYED AND TREATED
FOR HER BACK INJURY. WHEN DISCHARGED WE HAD TO WALK TO THE AIRPORT ON A MIN
ROAD AS WE HAD NO MONEY OR MOBILE PHONE. WE THEN GOT A TAXI BACK TO THE HOTEL
AND MY GIRLFREIND [TRAVEL PROVIDER]YED IN THE TAXI WHILE I WENT TO OUR ROOM TO GET
MONEY. AFTER 20HOURS OF NO SLEEP WE WERE BOTH EXHAUSTED AND VERY
DISTRESSED.OUR REP BROUGHT US A COMPLAINT FORM THE DAY BEFORE WE LEFT! we have
since had an e mail from [TRAVEL PROVIDER] offering 47 pound for the taxi to the resort and a i
ha ve had a telephone conversation with someone fromspecialist handling dept who said the 47
pound was not compensation as we are not entitled to any as [TRAVEL PROVIDER] can not be
held responsible. I ended up getting very distressed on the phone, as it bought the horrid
experience back. is there anything we can do or is the very unsypathetic/sarcastic lady at
[TRAVEL PROVIDER] correct? I hope this all makes sense and im very grateful for any help or
guidance you can give me (EM – 23/7/10)
I am in dispute with [NAME OF AIRLINE] to whom I have complained pertaining to a member of
their staff/agent who has feloniously appropriated my property and quite frankly [NAME OF
AIRLINE] are condoning the Theft and told me that they are doing nothing about it!!! I have
three letters which explain in detail my complaint. Unfortunately the letters will not attach to
this contact form. Can you email me with an address that I can attach the letters to explain the
circumstances of the Theft - unbelievable!! I hope you can assist me as I am very keen to persue
this matter. (EM – 28/9/10)
hi i would like some advise we booked a villa with [TRAVEL PROVIDER] and received all
instructions to get gets and alarm code on the 3rd night we had intruders and they where just
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about to come into the bedroom has i woke and screamed they ran off the police came with the
lady who worked for the company in algarve she was very rude with us like it was our fault the
police said the villa was unsafe and very easy to get into it then came to light when the
policeman asked if we had set the alarm which we did everytime we went out due to there
being a full page in the welcome pack regarding breakins it came to our attention we had been
given the wrong alarm code so this company put us at great risk we said we did not want to stay
there and the lady took us to view another villa which was an insult it was dirty and the area was
not very good we asked if they would put us up in a hotel they said no and [TRAVEL PROVIDER]
could not help us any more we checked into a hotel for the rest of our holiday when i got back i
have put a complaint in and there response is very rude saying there is nothing they can do am
still very upset and it has effected me even when am at home (EM – 11/10/10)
Whilst on a recent holiday to Turkey I booked an excursion to a turkish bath through [TRAVEL
PROVIDER] the tour operator at our apartments. Whilst having a massage I was sexually
assaulted by the masseuse. I reported this to the [TRAVEL PROVIDER] trouble shooter, who
wasnt keen on involving the police but arranged for the masseuse to be dismissed. Although the
excursion was paid for by credit card we had to wait 3 days to receive a refund in cash and to be
advised that the masseuse had been dismissed. We were treated to a meal by the owner of the
health spa where the offence happened but feel this nowhere near compensates for the
emotional distress caused. (EM – 29/10/10)
I am wondered if you could advise me as to whether my claim is worth persuing. My partner and
I stayed for a week in a 5* resort hotel in Belek on the 3rd evening we requested white coffee
the waiter bought black when we asked for milk he said there wasn't any I went to a senior
waiter who said this was ridiculous and got us white coffee.20 minutes later in the bar the same
waiter threw a drink all over my partner this was done deliberately I complained and was told it
would be dealt with the next morning our rep spoke to the management and was told that the
waiter had been sacked. This was not true the waiter made sure he came to our table most
evenings to let us know he was still there each time I complained but no one seemed to care as
we we leaving in a few days.This ruined the relaxing holiday we had hope for my partner was so
angry I don't know how he didn't react.The travel operator has sent a £50 voucher for our next
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holiday with them which I feel is an insult. I had hope that they would have a least got an
apology from the hotel plus some compensation. (EM – 3/11/10)
We flew into sharm el sheikh, at the end of October this year for two weeks, and from the time
we arrived in the hotel to the time we left we had the most awful time. The accommodations
was a disgrace, the food was unbearable, and the hotel facilities were nothing as described by
yourselves. I include some photographs as evidence, and I would appreciate a full refund on this
holiday and also adequate compensation as we personally feel like we have not actually had a
holiday at all. I’m am very sure that I will not be the only person complaining about the
treatment we received whilst staying in this hotel. We complained to the managers of the hotel
and to our holiday rep [NAME], every single day, including putting our complaints into writing
for him, he told us we could move to a different hotel but only if we paid £720gbp in advance,
who takes that sort of cash on holiday when you think your going all inclusive for two weeks?.
The staff at the hotel were generally very nice and did confirm to us that management had
stopped all the facilities such as the entertainment, the oriental cuisine nights as well as the
Italian night, but had left the Bedouin night because he could charge extra for that per person.
The accounts manager confirmed that the hotel manager wouldn’t allow adequate money for
food and that yes the drinks were watered down, including the milk provided for breakfast
cereals? The situation was that bad that one night about 40 odd people were gathered in the
hotel lobby trying to contact the embassy, management, [TRAVEL PROVIDER], our own holiday
companies such as [TRAVEL PROVIDER] and [TRAVEL PROVIDER], promptly the internet facilities
were shut down, and we were refused access to the telephone. Following this incident, the
breakfast meal, was good, for that day only and all the children were provided with fresh milk
and fruit salad, as well as the pregnant guests, but it was only for that on e day! The next day
normal dire service resumed, with the same meals being provided for lunch and dinner day after
day, until it was finally finished, the same salads and bread rolls were left out for 3 meal sittings,
breakfast, lunch and dinner, until they also were used. Its of no wonder that all the guests were
suffering from chronic diarrhoea and sickness! The play area for the children is non existent,
but there is a little water slide which isn’t great when you cant allow your children into the
pools, because of them firstly being overloaded with chlorine, causing burns to their skin,
especially in their groin area, and tops of their thighs, and secondly due to the electrical wires
dangling around. The slide itself is unsafe as you will clearly see for yourself from the pictures.
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As I mentioned previously the international cuisine nights we’re non existent, and there was no
entertainment provided as such, unless you count the Egyptian lad and his English pregnant
girlfriend who did manage to play us some music for two nights from 8pm-10pm, and put on a
little show for half an hour, until the management sacked them, leaving us with nothing at all,
and leaving them homeless and jobless. After the manager received several complaints from a
family which included a couple, who shared a room with their youngest daughter aged three,
their pregnant daughter and her partner who shared a room with couples son, aged nine, and
the children’s grandparents who had their own room, the manager decided he would cut the
electric supply off in their rooms, and threatened to kick them out of the hotel, unfair and
illegal!! Wooden sun beds were provided with torn mattresses infested with fleas, and god only
knows what else, and once all the guests complained about the state of them the mattresses
were taken from the guests and we were left with nothing, unless we purchased a lilo from the
shop, which most of us did, but they promptly punctured due to rusty nails being left exposed
through the wood, the pool attendant seeing this did however the next day bang the exposed
nails back into the wood, but one can only imagine the worst if my daughter had of sat on these
poor excuses for sun loungers. The general state of the hotel was dire as can be clearly seen in
the pictures, with patio doors that don’t lock, me and my partner had our 3 year old daughter
sleeping with us for 14 nights through fear of her sliding open the door, we we’re on the ground
floor and less than 3meters from the swimming pools, and the metal rail easily climbable for any
toddler or child. There were signs left around the hotel claiming fumigation happened between
5-6pm every night, it didn’t I can assure you! The rooms were a complete state with the beds
infested with bed bugs, droppings clearly seen on the mattresses, the bathroom with no bath
only a shower and again you can clearly see the filth, despite the rooms being cleaned everyday,
the bed sheets wasn’t changed for 8 days after our arrival, and on arrival the sheets were
bloodstained, and I had to wait for 5 hours after I asked for the sheets to be changed, a man
eventually giving me a sheet at just before 1am. (EM – 15/11/10)
Below is a complaint I lodged with [TRAVEL PROVIDER] on 8th Nov, they had it for 28days and
wrote to me saying its [TRAVEL PROVIDER] responsibility to investigate this complaint, end off.
[TRAVEL PROVIDER] said they weren’t ABTA approved and would take as long as they liked
investigating it but I wouldn’t get a refund. Could you help me with this ongoing battle? This
year I’ve been to Goa for 3 weeks in April, August I went to Croatia and Scala Kehalonia in
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September, none quite compared to this holiday! On Monday 26th October I rang [TRAVEL
PROVIDER] and was informed by [NAME] that a cancellation had just come in," it usually sells as
£699; its 5 star all inclusive, private beach on the Turkish Rivera." It sounded great so I booked it.
Yesterday I looked it up on Manos site, for next year, it was rated 3 star and cost how much we
paid £428! I had my concerns regarding the rating, prior to going ,as I felt it was in line for a 3A
rather than a 5 star so I rang you on the Saturday 30th but you again assured me it was 5 star.
We arrived and got given a band with name of hotel and 4 stars on it, also plaque on main door
stated 4 stars. First night was cold we requested blankets they came in the morning. We noticed
stains on the stairs (they’re still there!) and a dead cockroach squashed, I had no cord for my
side light so couldn't read, there were no English channels on the TV just BBC news on a loop.
This was quite important as the night entertainment was poor and there were no lights lighting
up any areas, as it was cold we had no where to go. One night we sat with about 14 other
English guests in the foyer but the Turkish shop owner was watching the TV in Turkish! [NAME]
wanted a bath but there was no plug and no hot water! I managed to have a luke warm shower.
After asking three times we got blankets and bath plug. I did notice cats were everywhere, it
was quite homely. The hamam was never on the whole time we were there but the sauna was
nice, there is no Jacuzzi. Up in the morning to explore our new home, it looked great, pool was
big, it was clean, we had a man making omelettes and breakfast was ok. The food for this resort
was terrible; it’s rated by you as a 5 star It was processed, tasteless, repetative, bland, ready
made canteen style buffet. Self service helped yourself to wine, no offer of alternative wine.
[NAME] is a vegetarian and not one night there was a hot vegetarian option. Fish we had 3
times! Limited fruit, the sweets were children party and school dinners with lots of bright icing
and artificial cream. Bread mostly stale, but there was a variety. Food down the beach was very
basic. I asked for some milk one day for my tea and was told it had run out, I prompted for
sometime and was told it would be 10 mins. Everything was too much trouble. No milk for tea
down the beach had to have herbal tea. On Thursday morning [NAME]and I sat outside on the
terrace, with everyone else, enjoying breakfast, when suddenly all hell broke out, 3 gardeners,
lead by a women on a walkey talkey suddenly started grabbing random cats/kittens, by what
ever they could hold them by, legs, tails, ears, throwing them, kicking them, children were
crying, I was, I was shaking and in a terrible state, the guests were launching themselves to save
the cats/kittens. The cats were screaming as they were being kicked, thrown and pulled, the
gardeners were laughing and finding it highly amusing, throwing them to each other. Silence fell
over the area when it was over after about half an hour and perhaps 20-25 cats/kittens were
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gone. Orphaned kittens crying, mums crying for their babies, injured cats/kittens, children and
holiday makers crying. It was sheer cat genocide, I still am still having images regarding this
morning and not sleeping. I asked one of the gardeners where they were going and he said
"problem". Various other stories were coming out from other guests "there going to the
doctors" we got told later they'd gone to a "zoopark!” The men that did this had no cat boxes
and didn't wear official outfits they had [NAME OF HOTEL] on their overalls. I talked to [NAME]
Recreational Manager, why they had done this at breakfast and where were they going! Trying
to reiterate that the kittens wouldn't survive without there mums. She wasn't interested but
said the General Manager would see us. I said ok I’d like to see him and tell him how appalled I
was. I have 4 E mail addresses of English guests who witnessed these atrocities. Later signs went
up saying we weren't allowed to feed the cats, so now they're going to starve to death! This
place is inhuman. Later on that day were invited into the manager’s office [NAME], but he was
on the telephone. He remained on the phone for 10 mns, laughing with no eye contact with us
.Eventually he stated it was his hotel he could do what he wanted and the cats were a pest. He
stated he'd get the chef to cook us something we'd like or they’d take us to the zoo "to see
some real animals”. I was humiliated, callous cold man. We refused his kind offer and went
down to the beach. On the way in that night we were summonsed into [NAME] office again and
threatened that we'd talked "to too many people and he was calling our rep." I informed him
that day was the worst day of my life, and that I'd paid allot of money for the holiday which was
ruined. [NAME] informed him she was keen to do a story on the whole experience as she's a
journalist. (She still is going to!) I have so much anger in me I need to tell lots of people about
this ordeal, so no one experiences this again. By now the week was getting nearer to Sunday
and rumours were going around that the hotel was shutting up on Sunday; this became more
apparent, as the days went on, and they were closing up around us. Toilet roll became short, no
water/tea, donuts made at night stopped, omelettes in the mornings stopped, freshly cooked
bread stopped, lights were less in certain areas, boxes were being packed , food stands went,
sun loungers restricted, food stopped down the beach. "Someone was heard saying, I feel like
an unwanted guest" The entertainment stopped, doors were being removed, boxes filled. staff
numbers diminished by the end of the week and most of them were packing and moving
equipment and furniture. Following morning Saturday, [NAME] and I were taking last photos of
the cats and the area for memories; suddenly the manager [NAME] and two women, [NAME]
Recreational Manager and a large security lady came over to us in a threatening manner. They
surrounded us, threatening us with prison, police, court they were very serious. [NAME] was
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saying to me he was getting the police, he was talking on the phone to someone in Turkish
saying to me he was getting the police. [NAME] was shouting “your going to write lies in your
papers, give Turkey a bad name, you're going to say we kill cats." We tried to explain that we
couldn't say they'd killed the cats because we didn't know what they'd done with them. They
accused use of being the ringleaders by telling people they'd killed the cats. The manager
accused [NAME] of going to write lies for money and that she'd be stopped. Whilst [NAME] was
on the phone, at which point I thought I was going to a Turkish prison, I had no ideas what
contac ts [NAME] had, what we were being accused of, or who he was talking to, he kept saying
the police are coming. I have to say I've never been so scared in my life, I was in Turkey a foreign
country, I didn't know the law, I couldn't speak the language, the management within the hotel
complex was saying they’d have us removed by the police, to stop us talking. [NAME] made
reference? To, Trip advisor that she'd read "stuff already "and it was our fault! Meanwhile the
two women were forcing [NAME] (I didn't have my phone on me) to delete all her photos on her
phone. Accusing her of taking photos of them. (I have an E mail address of a witness to this
intimidation, verbal abuse and bullying) I was now really scared and in tears. [NAME] was
shaking as she deleted the photos. They were still abusing us. We were told (and they were very
serious) not to talk to anyone and we dare not take anymore photos. The cats were blamed for
being on the tables but the service was so poor that the ta bles stayed full for ages. They picked
onus single females if I was with my partner this wouldn't have happened or if we were two
men, what does this say!!! We went down the beach very scared because at this point we
thought we were going to prison, corruption exists in these countries and these guys were not
messing around. They believed we were going back to England to write an article on what
atrocities we'd witnessed! We rang you and spoke to [NAME], Then [NAME] rang me, I
suggested you move us , for our safety, but you said you'd charge us for transfers and stay and
as we'd already paid well over the odds for this holiday and felt quite unsupported and that you
hadn't really understanding the severity of the situation. [NAME] said a rep would come and see
us, but then rang back and stated it was too late for this. But she informed me that a rep was
talking to the manager on our behalf, as we were still very scared, unable to talk to anyone, not
knowing what was being decided. You as a company could have rung back with feedback from
the rep to reassure us. That night and [TRAVEL PROVIDER] we stopped people coming up to us
and talking to us as we didn't want anymore trouble. The English guests thought it was appalling
how we were treated. Everywhere we went the staff were watching us, even when we were
down the beach the manger kept coming down to talk to his staff, this was shear intimidation ,
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we were to afraid to talk to anyone, and we were being watched by his staff. The beach was
closing up, no tea/ water, no food and toilet roll, we had to go back to the hotel for lunch, and
we were very scared and didn't go. We also cancelled our massage for that night as we thought
we couldn't relax and enjoy it, we felt we needed our wits about us. Two nights of no sleep,
scared, the manager had us believe that we weren't going home, we feared they'd put stuff in
our bags and we'd get arrested. At the airport .Even the morning of us leaving we sat outside,
the head of security man and a nether guy sat directly opposite us. I feel more stressed now
before I went and need a holiday. A formal complaint of harassment, bullying and verbal abuse
needs to be lodged against [NAME] and we want a full refund of £876 reimbursed to us by 20th
November, this isn't open to negotiating. I am going to write various articles but will leave
[TRAVEL PROVIDER] and [TRAVEL PROVIDER] out at present. (EM – 17/12/10)
I booked a flight ticket to india via [NAME OF AIRLINE] through [TRAVEL PROVIDER] on 21 Oct
2010 to fly out on 22 Jan 2011 and rtn. on 19 Feb 2011.I paid the whole fare amount and i
received the etickets.All were fine up until 16 dec 2010 when I am informed that my ticket is
cancelled by the agent and the money is refunded to them.The agent has packed up and
gone.They are not available to contact .I lost my ticket and money. What to do ? pl advise (EM –
22/12/10)
Holiday Timeshare/Club Claims:
Can you tell me if you have heard of a company called [TRAVEL PROVIDER], who are selling a
"trade-card" over the phone, which provides discount on all types of travel, holidays, leisure
activities,costing £399. When you buy the card, you get a free holiday. IS this company
legitimate? I have checked the web-site [TRAVEL PROVIDER] and it looks OK, but anyone can
design a good web-site ! Many thanks for your help. (EM – 1/7/10)
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when my family was on holiday in tenerify which was excerlant, we were acosted by a very
forcefull & persuasive lady who gave us all a free scratch card,where i had won 120 euros
minimum, and my wife & daughters won prizes, she said we were extremly lucky, which were all
garenteed. we were put in a taxi to claim our prizes to [NAME OF ACCOMMODATION] south
Tenerife. NO mention of time share was put foreward untill till became clear when being asked
some questions.We were told we did NOT qaulify for any of the prizes, i complained, saw the
manager, and he was very aggressive,& said if I continued he would not help us out and get us
back. We were very distraught, my duughters VERY upset,we were made to feel we were in the
wrong. I am very sceptical when abroard, but this seemed a new technic. I just want my
ageevances voiced. I ha ve been to spain…so many times,I feel this is spoiling the beuty of spain
& tenerife and the holiday makers enjoyment. who else can i tell ? ( EM – 14/7/10)
I have been having major problems with firstly [NAME OF COMPANY] who cleverly sold me 4
bonus timeshare weeks - then got someone from [NAME OF COMPANY] on Line to phone - not
telling me that they were the sister company telling me the holidays were invalid as I had not a
partner and was too old - they sold me elite membership and took the bonus weeks off me they
then proceeded to book a holiday for me as I was taking a lady in a wheelchair , it was vital that
we went to a hotel that had dissabled facilities - the hotel had none and now they will not
answer my calls or registered letter complaining - what is my next step (EM – 20/7/10)
We are trying to get a refund from a company called [TRAVEL PROVIDER] after they cancelled a
tour of southern Italy 2 weeks before departure. We booked this holiday (with free travel &
accommodation) and paid for upgrades totalling £1015. Unfortunately we now feel rather
stupid as they are not ABTA members and we paid by cheque. I have written, emailed and
phoned but have got nowhere. We have nothing in writing about the cancellation or promised
refund. They have fobbed us off on the phone saying things like "the refund cheque must have
gone astray, we will send another one this week", but now they do not answer the phone! I
have called every number I can find - even the insurance company they say cover them against
bankruptcy but they just gave me the usual phone number [NUMBER]. I found out that they
used to be part of [COMPANY NAME]but on phoning their number, discovered that they went
out of business about 18 months ago. I'm just being sent round in circles now and we cannot
afford to lose that money. What do we do next - can you help? Or at least warn other people
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not to use them! (EM – 23/9/10)
Can you tell me if [TRAVEL PROVIDER] are members ATOL, the reason i am asking i have just
come back from Tenerife and i and attended a meeting with company for [TRAVEL PROVIDER], i
have looked on web site and there is no mention of it. I am very concerned now because ii have
paid them £4000 deposit to become a member for them book holidays for me in future, also i
have balance of £12,950 by 5/11/2010 to complete my membership agreement..I have informed
credit card company today to cancel the payment of £4000 because i dont feel secure with this
company because they told me they was members, also this company should have given me a
30 day get out agreement which they havent done. So i would like you to give me this
information so can inform this company i am canceling the agreement because i have been
given fal se information about there company, which gives me no safe guard for my holidays
that i would book through them in the future. (EM – 21/10/10)
In August 2009 we rented an apartment on this complex [NAME OF HOTEL] and fell in love with
it, we then agreed to purchase a duplex apartment on [NAME OF HOTEL], Akbuk, Turkey. We
have paid £46k to date, and still have no apartment just a shell, total cost of the build £88k. The
builder has run out of money and the landowner will not release the Tapu's (same old same old I
hear you say) until the builder pays his bills they are pushing us for more money and asking
present residents to fund them further. The builder has said we wont get our paid money back
unless they can sell the apartment to someone else. This is not going to happen as there has
been a lot of bad press on forums etc from the people who live on this complex. This money was
from endowments made which we thought we would invest for our pension. We feel at this
stage that we will lose our money which we cant afford to do. We desperately need some advice
on where to go with this, the stress is making myself and husband very depressed. Please,
please can you help or point us in the right direction. To go forward with a solicitor would cost
us thousands which we don't have, and even then they can't guarantee a success. (EM –
3/12/10)
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The HolidayTravelWatch Response to the UK Department for Business,
Innovation & Skills Consultation3
QUESTION 1:
“Do you agree that the “agent for the consumer” model should be covered by the proposal?
Please explain why, providing any evidence to support your views. If the model should be
covered should it be subject to an information provision to make it clear to consumers what the
role of the agent is and that the resulting contracts will not benefit from the protections in the
proposal; or should the agent be considered to be an organiser and/or an assisted travel
arranger and therefore subject to the relevant parts of the proposal?”
The HTW Response:
We believe that the definition as proposed by the Commission presents the best opportunity to
rid Consumers of the omnishambles of trying to determine whether they have a Package
Holiday or not! With regards to the point raised in your question about whether ‘agent for the
consumer’ should be covered by the proposal, we answer unequivocally, yes! In order to
determine our position on the state – ‘agent for the consumer’ we would refer to commentary
we made to the Department for Transport in 2011 (Appendix 4). In that report we stated:
“We wish to make clear that this method of sale is completely alien to the vast majority of
Consumers. Consumers do not make distinctions between the statuses of agents. Whilst in our
2010 report we agreed that they should be brought into any regulatory provisions, we are now
concerned that this method of sales is the latest ‘fad’ in an effort to avoid a wider regulatory
environment and thereby ‘reinvent’ yet again the package holiday.
If this Consultation leads to the recognition and inclusion of this method of sales into any ATOL
reform, then again, we suggest that not only are the actions taken as recommended in our
response at Q3 above, but also clear, unambiguous ‘health’ warnings are placed throughout the
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https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/239934/bis13-1153-european-directive-on-package-and-assisted-travel.pdf
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said agents website and documentation, so that Consumers can clearly understand the
distinction and consequences of their ‘informed decision’.”
In answer to the present Consultation, on page 10 of the briefing document, it cites an example
of an ‘Assisted Travel Arrangement’ by reference to the selling actions of an airline. With
regards to an ‘agent for the consumer’ we see that role as being entirely distinctive and
representing similar qualities to that of an Organiser as it is currently defined. We take the view
that the Commission proposal offers a clear choice;
1. The majority of traders are to be deemed as sellers of Package Holidays and therefore
will be subject to the obligations of the new regime;
2. Those who are distinctly and are clearly are not offering a combined travel organising
service, thus allowing the Consumer to effectively ‘shop around’ and make their
independent travel arrangements will be subjected to a lesser regulatory regime.
‘Agent for the Consumer’ should be added into the definition as being obligated in our point 1
above. If the ‘Agent for the Consumer’ is to be classified as simply providing an ‘Assisted Travel
Arrangement’, then:
1. A very clear distinction should be made as to the limits of the service provided;
2. That the ‘Agent for the Consumer’ should be made to state clearly that they do not sell
or organise Package Holidays;
3. That the process that they employ must be distinct and separate at each and every
stage – no cross-platform sharing of Consumer information;
4. That the Consumer has very clear ‘health’ warnings that they are not covered by the full
protections of the Package Travel Directive/Regulations – such notices should be
provided to the Consumer at each stage of a proposed transaction.
We reiterate the point that we made in 2011, that being that we are concerned that such a
category could be used by an Industry to undermine regulatory obligations to Consumers.
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QUESTION 2:
“Do you agree that those who organise ad hoc packages on behalf of, for example, a group of
friends or club members or faith groups etc. should continue to be exempt? If so, are you
content that, assuming the effect of the proposal is as we have described, the deciding factor
should be whether in making arrangements the person doing so is a “trader” under the
proposal”
The HTW Response:
We are not convinced that those who organise ‘ad hoc’ packages should be excluded from the
proposed Directive’s obligations. If a club or society were to organise a tour each and every year
and they did so through their own skills, then we would argue that they should be included
within the definition. The Consultative document argues that ‘we are not aware that this type
of arrangement has been a significant cause for concern’. We would argue that the Department
should be concerned for:
1. Those tours organised as part of the annual Hajj Pilgrimage. Each year, either through
our helpline or through the news generally, we hear of ‘Organisers’ committing serious
offences often involving fraud. We would suggest that some of these providers only
‘appear’ for a short duration until they reincarnate themselves into a new form. There
will be some who will argue that the provisions of the Unfair Trading Regulations (UCPD)
will amply cover these situations. However, we would suggest that by ensuring that
such brief spells of trading are recognisably seen as a Package, with all its attendant
obligations, will protect a section of Consumer and promote confidence in that product;
2. There has been a growth in the ‘sale’ of holiday club products whereby the ‘initial’ sale
pitch will often include ‘free’ accommodation and sometimes a flight, subject to the
payment of taxes and charges (we would argue that this reflects the one price element).
Consumers need to be protected from these ‘occasional’ traders by ensuring that the
‘sales’ or enticement of such products attract the new Directive’s obligations.
QUESTION 3:
“Do you agree that the proposed exemption is acceptable because the arranger of the
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business travel covers any necessary protection for business within the overarching
contract? In not, please explain and provide any supporting evidence.”
The HTW Response:
We have long advocated that business travel should be included within the Directive/Regulation
proposals. We do not see the distinction between the services of an ‘arranger’ and a ‘consumer
facing’ trader. It is apparently the case that there is a prevailing view that business can afford to
insure themselves against failure and this is clearly what the Consultation document is alluding
to. However, irrespective of whether a business can afford insurance, they still suffer the same
detriment within their travel contracts as do ordinary Consumers. Perhaps the view taken is that
the business booking is substantially different to an ordinary Package Holiday; we take the view
that it is nonetheless a Package and should also enjoy the same protections as ‘ordinary
Consumer’ contracts.
QUESTION 4:
“Do you agree that all other business travel, i.e. that which is generally booked on an ad hoc
basis from consumer or business facing outlets should be subject to the protections in the
proposal? If not, please explain and provide any supporting evidence.”
The HTW Response:
We agree.
QUESTION 5:
“If you believe all business travel should be exempt, how would you propose that business travel
booked through consumer facing outlets could be identified in order that the organiser and the
enforcement authorities can identify it as an exempt arrangement?”
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The HTW Response:
We do not agree that business travel should be exempt. We do not have particular expert
knowledge of operating systems within the travel industry. We would suggest that this is a
difficult goal to achieve and would caution against sole reliance on menu choice by business
Consumers; we reiterate our response at Q3 above.
QUESTION 6:
“Do you agree that it would meet our general domestic objective if the Government could argue
that the only qualifier for “other tourist services” to be relevant should be that it accounts for
not less than 20% of the total cost of the arrangement? Does such an approach rise to further
ambiguity as to precisely what the 20% relates to and how it should be calculated?”
The HTW Response:
We have long witnessed via our helpline the detriment suffered by UK holidaymakers embarking
on Domestic Package Travel. We do not agree with the proposition created within the
Consultative document that detriment is not suffered on a domestic level – we would cite –
coach tours where major quality problems exist or serious illness arises – round Britain cruise
tours, often involving coach travel to port attract similar detriments – travel to holiday camps
which include train/coach travel also attract similar detriment.
We suspect that the 20% will be subject to legal argument but we take comfort in the Recital at
17 which states that in addition to the 20% calculation that:
“[or] otherwise represents an essential feature of the trip or holiday”.
It is the latter that will produce the qualifying criteria, so for example, a Consumer taking a train
journey to stay overnight in London for a major concert/show – it would be argued that either
the travel/accommodation – or – the concert/show, would be an essential feature of the trip.
We reject the ‘Domestic General Objective’ insofar as it relates to this point on UK based
package Holidays.
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QUESTION 7:
“Alternatively, do you agree that the Government should argue for an exemption or for a
Member State option to exempt domestic packages which consist just of accommodation and
other tourist services?”
The HTW Response:
We completely reject the question and argument that could be made by the UK government
and would refer to our answer at Q6 above.
QUESTION 8:
“Is this likely to have any significant impact? If so, please explain and provide any supporting
evidence.”
The HTW Response:
Yes, it will have a significant impact in two ways; it will impact the ‘forgotten’ holidaymakers
who prefer to take a fly/drive option. Will it have a significant impact on the number of
complaints/claims; we do not believe that will be the case.
QUESTION 9:
“Do you agree that the extension of the definition of a package is justifiable? Please provide
evidence if you are able to counter the Commission’s view that the business models now
intended to be covered are the main source of consumer detriment in the sector.”
The HTW Response:
Yes, we agree that the extension is completely justifiable (see our Consumer stories for
evidence).
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Whilst we agree however, we are concerned that attempts will be made to circumnavigate
the proposals to reduce protections to the Consumer.
In the informal conversations we have had with members from the Travel Industry, there are
two camps forming.
The first is the camp that we occupy in that would like to see the arguments on this definition
made now and over the next two years, to prevent insofar as possible, any deviation by
traders away from the definition and the protections it will offer to Consumers.
The second camp, which appears to be occupied by the Travel Industry, is to create an organic
solution to the ‘challenges’ that they see will be made over time by travel companies; they do
not prefer a robust approach to settling the arguments on this definition in the immediate
term.
We obviously take the opposite view and hold the view that this definition should be carefully
considered and all potential loopholes are anticipated; that is the best service that all
stakeholders can give to the long suffering Consumer.
QUESTION 10:
“Do you agree that the proposed definition is clear? How do you think the definition could be
improved, and yet retain the extent of coverage intended?”
The HTW Response:
We agree that the proposed definition offers clarity with the exceptions as detailed in our
responses to Question 13 below. We would however suggest at:
1. Article 2 (b) (i) the words ‘single point of sale provided by one trader…’;
2. Article 2 (b) (iii) the words ‘Holiday’ ‘Flights & Hotel’.
are specifically stated.
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QUESTION 11:
“Assuming many current Flight-Plus arrangers and some other businesses which operate a
similar model but which do not incorporate flights or are otherwise not in scope of the
ATOL Regulations are brought within the definition, to what extent can the added liabilities
(for the delivery of the whole contract) be managed by insurance or other (contractual)
arrangements between the parties?”
The HTW Response:
This is an Industry specific question and we do not have sufficient information or knowledge to
be able to respond accordingly.
QUESTION 12:
“Do you agree with the Commission’s contention that the broader coverage of the definition
should result in organisers being incentivised to choose service providers carefully in order to
minimise their risk?”
The HTW Response:
We absolutely agree with the Commission’s contention. As can be seen from our Consumer
stories, there is an element of the Travel Industry who ‘enjoy’ the benefits of a trade body’s
membership, yet offer products from ‘non-members’ that will often produce difficulties for
Consumers. If the Travel Industry were incentivised to choose product suppliers carefully, this
would in our view have a major impact on improving quality standards.
QUESTION 13:
“Is the definition of an assisted travel arrangement clear? Given the intention, do you think the
definition could be improved? If so, how?”
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The HTW Response:
We would point to our stated reservation in Question 10 above and 18 below. We consider
the definition to offer a greater clarity; where we have reservations, this rests on 2 points:
1. We are very concerned with the definition at Article 3 (2) (b) (v) – (This forms part of
the definition of a Package) and Article 3 (5) – (the definition of an Assisted Travel
Arrangement);
2. We are not certain that these definitions offer clarity or enough distinction so that one
cannot be confused with the other;
3. If for example, it were the intention of the drafter’s to include those transactions that
begin with a choice of a flight, followed by a hotel and paid for with one payment
under Article 3 (2) (b) (v), then we would suggest that this is made clearer;
4. If it is the intention of the drafter’s to create a category of travel sales (Assisted Travel
Arrangements), whereby a Consumer will ‘hop’ from one travel provider to another,
paying separately each time for that travel product, then that also needs to be more
clearly stated and demonstrated to the Consumer that this is the transaction that they
are engaged in;
5. In the case of an ‘Assisted Travel Arrangement’, we would suggest that if such a
transaction were to take place physically or online, then at each stage of the product
choice, the Consumer receives a written notice that the transaction that they are to
embark on is (this is separate from the other ‘notice’ requirements stated with the
proposed Directive):
a. Not a Package; and
b. Will not provide protection under the Directive/Regulations if you have an
accident, become ill or have some other major problem with the holiday
product, and
c. They will be only protected by the ‘bare minimums’ of the PTD and the
Contract itself.
6. Referring to Recital 17, we can see the logic to apply information transfer around
payment information. However, referring to our Consumer stories (past/present), we
can see many occasions when Consumers were unaware that their credit card details
were being passed onto another ‘provider’. This raises many issues, not least of which
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is data and financial security. We would therefore suggest that those embarking on
this kind of sale, and before transfer to another ‘provider’ (this is separate from other
‘notice’ requirements under the proposed Directive):
a. Receive a written notice that the transaction that they are about to embark on
requires the transfer of their personal and financial data, and
b. That they provide a ‘written’ agreement (or some other form of
acknowledgement) to the transfer of that information.
7. The questions we all face is this:
a. Do we want to deal with the arguments now and thereby contribute toward
reducing complaints and claims or are we heading toward a fudge with years
of future arguments? If the latter option is taken, how is that serving the best
interests of Consumers? (See also our response at Question 9 above).
QUESTION 14:
“Do you agree with the Commission’s contention that providing lesser coverage for this model
provides choice for those businesses whose trade would otherwise fall within the definition of a
package? Do you agree with the Commission’s contention that providing this choice, and
ensuring that consumers will be aware whether they are buying a fully protected package or an
assisted travel arrangement covered for insolvency only will eventually lead to a market which
better reflects consumer preference? If so, do you believe that this would be a positive
outcome, even though it is possible that the market could adjust to one where there is less
consumer protection overall? Please explain.”
The HTW Response:
We would prefer if it were the case that all such arrangements were Packages and therefore
fully obligated to the Consumer. However, we do consider that for the present, the system of
ATA as proposed (subject to our views in Question 13 above), provides a ‘de minimus’
protection for Consumers and offers in part the prospect that Consumers will recognise the
‘greater’ product and the full protection it offers. At this stage we do not detect that the market
will shift toward an ATA model for the simple reason that Consumers are more aware and want
the simplicity attached to the purchase of the Package model.
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QUESTION 15:
“Are the different roles of organiser and retailer sufficiently well defined?”
The HTW Response:
At this stage we consider that the definitions provide sufficient clarity.
QUESTION 16:
“Do you agree that businesses will be able to agree among themselves, presumably through
contractual arrangements, which should be designated the organiser where a package consists
two or more separate contracts with suppliers? Please provide any other comments or views on
the scope of the proposal or the definitions not covered above.”
The HTW Response:
The question simply reflects what is probably already happening (if not for many years). We
suspect that it provides clarity of relationship between Industry bodies thereby offering the
prospect of simplicity for the Consumer in the event of a dispute.
QUESTION 17:
“Do you agree that the bulk of the pre-contractual information is likely to be provided by a
responsible business in advance of a consumer agreeing a contract irrespective of a legal
requirement to do so? Do you agree that providing such a list in the proposal assists business by
providing certainty as to the minimum level of information they should supply. Are there
elements of the pre-contractual requirements which might cause difficulty, taking in to account
that we believe the intention is that all of this information forms a part of the contract if
agreed? Are there improvements or clarifications from which the list would benefit? If so please
specify? Is there anything missing from the list?”
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The HTW Response:
On the first sub-question a responsible business would provide such information; this
information requirement is an absolute must!
On the 2nd sub-question, we agree.
On the 3rd sub-question, we are concerned that a ‘bland’ approach to the application of
information under Article 4 (1) (a) (vii) will be applied. We would refer you to our Consumer
stories which demonstrate the detriment suffered by persons of reduced mobility (we expect to
see that trend reflected in our Consumer stories for 2011, 2012 & 2013). The question of
‘guarantee’ is perhaps difficult for Travel Companies on this issue, because they will argue the
nature of holiday properties creates some difficulty for them. We would argue that the growth
of disabled travel imports a moral obligation (whatever of travel trade bodies Code of Conduct),
to ensure that the product is fit for the use of those with reduced mobility. Whilst Consumers
could rely on Article 21 (3) to prevent dilution of this important information provision, we
wonder whether Article 4 should import the ability for the Member State to include an
additional sanction on those who fail to provide such a ‘guarantee’ over and above that which
currently applies.
The provision could be improved by stating that the:
1. The hotel, resort, cruise ship or aircraft is free from defect;
2. Consumers should physically receive this information;
3. The form in which it should be provided to the Consumer, and
4. The moment or period when they will receive that information.
QUESTION 18:
“Is this proposal clear enough? Would this proposal cause any significant difficulties in practice?
If so, please explain.”
The HTW Response:
Please also see our responses at Question 13 above. We can see the difficulty between:
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1. Article 3 (2) (b) (v) and Article 5 (b). The issue relates to the wording ‘linked online
booking processes’. Perhaps the distinction can be found in Article 3 (2) (b) (i) which
refers to that part of the definition of what constitutes a Package as arising from it
being:
“purchased from a single point of sale within the same booking process”
Whereas,
2. Article 3 (5) (b) refers to ‘procurement’ through the said processes
For Consumers, the difficulty will be how do they recognise an Article 3 (2) (b) (v) and Article 3
(5) (b) purchase?
It suggests that there will have to be very clear notices being given to Consumers during the
purchasing journey; this would then remove the fear behind the proposition within this
question!
QUESTION 19:
“Please provide any comments on the effects of Article 5.”
The HTW Response:
We have no comment to make on this point at this time.
QUESTION 20:
“Are there any elements of Article 6 which are unclear? Are there any elements of Article 6
which cause particular difficulties or undue expense? If so, please explain and provide any
supporting evidence.”
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The HTW Response:
We would suggest that within the wording of Article 6 (2) (g) the following wording should be
added:
“Before embarking on these mechanisms you should consider seeking independent advices”.
We suggest this simply because of the large number of holidaymakers who currently receive
similar guidance from Travel Industry sources.
Consumers are often disadvantaged because no matter what we think of these mechanisms,
they are still legalistic in nature (particularly when a travel company introduces their own legal
representatives into the equation).
Consumers need to be reminded that there is value is seeking that independent guidance,
from whatever source.
With regards to Article 6 (4), we would suggest the introduction of a timeframe – at least 14
days before travel. Even where travel is booked at the last minute, it should be perfectly
possible to deliver these items via electronic mechanisms prior to departure or at least have the
agreement to collect them from a named source at the departure airport; this measure alone
would reduce the number of ‘no document’ complaints!
QUESTION 21:
“Does this differ from the current position or practice?”
The HTW Response:
This does not alter the current position, however, there are clear cases where transfer is
requested between close family and friends and this has been refused, in some cases up to 4
weeks before departure. We would suggest the inclusion of the wording:
“and such reasonable request by the traveller shall not be unreasonably refused”.
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QUESTION 22:
“Do you have any evidence that currently permitted price increases exceed 10% of the total
price of the package?”
The HTW Response:
You should refer to our Consumer stories on holiday price changes (some have different factors
at play) as they demonstrate a +10% scenario in some cases. We would argue, as we currently
do within the present PTD/PTR, that where price changes arise, Consumers will be able to rely
on Article 9 rights.
QUESTION 23:
“Will either element of this proposal cause particular difficulties? If so, please explain and
provide any supporting evidence.”
The HTW Response:
By measuring it against the current +2% increase which appears to be unlimited thereafter, it
could be argued that capping it at a level of 10% (we would have preferred a lower percentage)
provides certainty to Consumers.
We are uncomfortable with the 20 day limit and would prefer the 30 day period, simply because
Consumers do not receive notices of price changes in good time; we argue that Consumers have
to bear the brunt of a 10% increase (we acknowledge, however unlikely, the possibility of a
decrease), then the latest period under Article 7 should be set at 30 days.
QUESTION 24:
“Is there anything on the Article 4(a) list which you consider not to be a main characteristic of
the travel service to the extent that significant alteration should entitle the consumer to
withdraw from the contract and receive a full refund, and possibly additional compensation?
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Please explain your reasoning.”
The HTW Response:
We consider that the list in Article 4 (a) to be appropriate. However, we would refer you to our
response at Q17 and to note the additional information that should be provided within Article 4
(a).
QUESTION 25:
“Is this provision clear enough? Is this provision needed in practice when the organiser has the
right to terminate the contract under the same circumstances with the same result for the
consumer, given that the organiser is liable in any case for damage to the consumer as the result
of negligence?”
The HTW Response:
Article 10 does not reflect the restrictive position of Recital 26. We do not accept your
proposition that the Consumer can gain redress in these circumstances for negligence (very few
have succeeded!)
As we have seen this year with Egypt, the British Government is very much alone in maintaining
travel advices to that country. The UK stands in isolation against many EU Member States and
this delivers a serious detriment to UK holidaymakers. We would refer you to the articles and
social networking of this Organisation to demonstrate the ridiculous state of affairs on this
important issue:
1. The HTW Twitter Feed (Extensive Commentary on this issue) https://twitter.com/HTWFrank
2. The HTW Facebook Page (Extensive Commentary on this issue) - https://engb.facebook.com/HolidayTravelWatch
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3. Our commentary with the HTW website (Extensive commentary on this issue can also be
found within our Press Section and ‘The Crow’s Nest’ Blog) http://www.holidaytravelwatch.com/alerts/risk-destinations
We would suggest that extreme care needs to be had with this provision and the EU
Commission MUST recognise the extreme detriment suffered by UK Consumers.
If the provisions stand as they are, Travel Companies will continue to hide behind the PTD and
the FCO; Consumers will argue “the right to terminate the contract without paying
compensation where unavoidable and extraordinary circumstances like warfare or a natural
disaster will significantly affect the package. Unavoidable and extraordinary circumstances
should in particular be deemed to exist where reliable and publicly available reports, such
as…”(this will take the form of other Member of Foreign States, News Channels, Social
Networks etc).
Of all the provisions of the proposed PTD, this is one where the status quo is not tenable and
it is therefore recommended that the UK Government and the EU Commission urgently look at
this provision again!
QUESTION 26:
“Will this cause particular difficulties? If so, please explain and provide any supporting
evidence.”
The HTW Response:
We do not consider that this will cause difficulties.
QUESTION 27:
“Do you agree that this is a reasonable addition to the current provision? Would the term
“disproportionate” benefit from some further explanation, perhaps in a recital, or is it clear
enough?”
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The HTW Response:
We suggest that when considering what is ‘disproportionate’, then any discussion/recital should
reference that to the description initially given to a Consumer about the content of the product;
reference should also be made to the actual contract and what was promised to be delivered. It
therefore follows that it would not be disproportionate to correct the contract if it were in line
with the ‘promise’?
QUESTION 28:
“Do you agree that the new financial limit to this obligation is reasonable in the circumstances?
Is the extent of the liability sufficiently clear? In particular, is it sufficiently clear which categories
of travellers the limit will not apply to? On Article 11 generally, are we correct in our assumption
that organisers can insure against the risks which the Article is designed to address, in respect of
all of the business models which are intended to be covered by the new definition of
“package”?”
The HTW Response:
We consider the financial limit reflects what is happening within other Directive/Regulation
proposals. We would suggest that the limit is clarified to state clearly that it is €100 per night
per person to a maximum of 3 nights per person.
We consider the extent of the liability is clear.
We cannot answer your 3rd sub-question as this is an Industry specific question and requires
Industry knowledge.
QUESTION 29:
“Do you agree that setting a maximum for compensation at three times the cost of the package
where an organiser chooses to apply limits in the contract is reasonable?”
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The HTW Response:
We are concerned by any attempt at limiting compensation (noting that personal injury etc is
excluded).
Our concern rests on the point that as holidays are becoming more sophisticated and more
expensive (we recently heard from one person who spent £17k on their holiday and have
heard from Consumers who have spent in excess of £20k), a limit or an attempt to codify
limits on damages may not actually reflect the true damage suffered by a Consumer.
We are also concerned that this would create a precedent whereby future lobbying by the
Travel Industry would seek to have this limit lowered.
We would suggest that either the provision is removed or that the ‘cap’ is subject to an annual
review to allow for this ‘cap’ to be increased.
QUESTION 30:
“Do you agree that it is reasonable that a consumer should be able to use the retailer who
arranged the sale of a package as a contact point? If not, please explain.”
The HTW Response:
This is what happens in day-to-day practice; Consumers return to the retailer and regrettably
suffer poor handling of their complaint whilst it is being directed to an Organiser. We would
suggest that retailers are encouraged through a ‘sanction’ to handle complaints correctly and
efficiently, thereby reducing the time spent on the handling of such complaints and Consumer
frustration!
QUESTION 31:
“Is the extent of the Article 14 obligation clear enough?”
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The HTW Response:
The provision is clear but again we have some reservations, particularly where crime is a factor
within a holiday. Since 2010, we have witnessed a marked increase in crime complaints from
holidays, often emanating from the chosen hotel (we shall be providing reports for 2011, 2012 &
2013 through this coming year).
We are concerned about the ‘blanket’ assumption of drugs, drink, youth and so on, as being a
factor in deciding on whether to charge, when the real assistance to be given should be to act
as an advocate support where difficult issues arise.
This is a poorly thought out provision and we suggest that the ‘enablement’ of charging be
removed and that it is re-worded to encourage ‘advocate support’. This is not an
unreasonable position to take; we accept that some people are the authors of their own
misfortune, but many find themselves in an extraordinary situation and do not need the
arbitrary and subjective decision that you must pay before we help you further!
QUESTION 32:
“We welcome views on this analysis. While a system which based charges more on individual
risk might be fairer in that the less risky businesses would be likely to pay less per sale, the more
bespoke approach might add significant costs to all because of the greater complexity in
administration of such a regime.”
The HTW Response:
This is a complex area and we offer in support of our views and position the following:
1. Report to the Department for Transport – 8/8/13 (Appendix 2);
2. Article written by the Author of this report for the Travel Law Quarterly Review
(Appendix 3).
BIS should accept this as our definitive position on the proposals.
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QUESTION 33:
“Do you agree with the Commission’s contention that this proposal will help to achieve its
objective of promoting more cross-border trade? To what extent do you believe the costs of
insolvency protection might be affected by the requirement that it covers consumers based in
another Member State or elsewhere who would need to be repatriated to their place (airport
usually) of departure in the event of insolvency?”
The HTW Response:
We are concerned on the issues of cross border trade, for the reasons contained within the
documentation at Q32 above. We have noted that some travel companies have already started
their move to outside the UK and we fear that ‘insurance’ based systems will offer a less than
advantageous benefit to Consumers; there is a need for a Pan-European Wide Financial
Protection Scheme!
QUESTION 34:
“Do you agree that consumers should have the opportunity to complete their holidays (if
appropriate) in the event of the insolvency of the package organiser or assisted travel arranger
where the contracts for the travel services are valid and should be honoured by the travel
service providers? Do you see any practical difficulties with this approach?”
The HTW Response:
We agree where possible holidays should be completed.
QUESTION 35:
“Do you think that having such a system will encourage cross-border trade by, for example,
encouraging higher levels of consumer confidence in buying packages or assisted travel
arrangements across borders? Do you have any experience of other types of cross-border trade
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where similar consumer protection provisions apply? If so, please provide details of your
experience and any lessons that may be learned for package travel?”
The HTW Response:
We are concerned about the ‘temptation’ for Travel Companies to base themselves within EU
‘off-shore zones’. If this were a Regulation we would be more confident that the rules would be
equally applied across the whole of the EU. The fact that this is a proposed Directive,
recognising the ‘possibilities’ that arise from cross-border trade, raises the spectre that
Consumers may be limited by a ‘State’s’ interpretation or willingness to attract companies and
the employment that travels with it. We fear that some companies will seek to distort the
intentions of the PTD through a particular ‘State’s’ implementation and create a greater
Consumer detriment, particularly if they choose a jurisdiction outside the UK or an EU ‘offshore zone’. We fear that this will lead to a serious detriment for Consumers, not just within
the UK but of all EU Member States!
QUESTION 36:
“Is this proposal clear enough? Would it be preferable if the proposal included a set form of
words which all assisted travel arrangers were obliged to use? Would it cost less for business if
required to use a set notice in a specified way, rather than formulating and using its own form of
words? Is this a practical proposition given the nature of the business models covered as
assisted travel arrangements? If not, please explain.”
The HTW Response:
We would refer to our points at Q13 & 18 above, which are relevant to this question; we
consider that the provision is clear subject to those points previously made.
In answer to your further sub-questions, we have long advocated the use of standard
terminology and presented this to the EU Commission in our presentation on 22/4/2010 and in
subsequent reports (this presentation can be supplied if required). We cannot see how
370
standard wording and required notices would be a burden to business; it would be a
marketing tool to demonstrate their ethic, openness in business!
QUESTION 37:
“Should there be a similar requirement for ATAs to ensure that travellers know who will be
providing assistance in the event of the ATAs insolvency?”
The HTW Response:
Yes!
QUESTION 38:
“What are the likely effects of this provision on any existing market for packages organised
outside of the EU but which are sold through EU based entities? Will the likely costs of
complying with this proposal outweigh any likely benefits retailers might accrue from selling for
organisers from outside of the EEA? To what extent might these costs be passed to the
organiser as a condition for the retailer providing an EEA established sales platform? Does the
lack of application to sales targeted at EEA Member States from outside of the EEA direct by
organisers create a gap which might be exploited? If so, please provide any ideas for practical
solutions.”
The HTW Response:
See also our responses at Question 35 above. We are concerned by this point because of the
potential lack of ability for Consumers to seek valuable redress against an Organiser or Retailer;
providing a ‘guarantee’ for Chapters IV & V does not provide complete security for Consumers –
clarity on liability and redress should be addressed under Article 18 for Consumers!
The remaining sub-questions lay directly outside our field of expertise.
371
QUESTION 39:
“Does this cause any particular difficulties? If so, please explain and provide any supporting
evidence.”
The HTW Response:
We completely agree and would refer to the ‘name change’ Consumer stories we offer in this
report as support; this has been a long time coming!
QUESTION 40:
“Is there a special case to be made against the application of these provisions to contracts
covered by the proposal? If so, please explain and provide any supporting evidence.”
The HTW Response:
No.
QUESTION 41:
“Do you agree with the Commission’s assessment? If not, please explain and provide any
supporting evidence. Are there other problems which the Commission has not identified?”
The HTW Response:
We agree except for the overview on business travel as set out in our responses above.
372
QUESTION 42:
“Do you agree with the Commission’s assessment? If not, please explain and provide any
supporting evidence. Do you agree that these issues are significant to the extent that they need
to be addressed in the way proposed. Are there alternatives to adding to regulation which might
provide acceptable levels of protection? Are there other problems which the Commission has
not identified?”
The HTW Response:
Yes; they need to be addressed by revision to this Directive as other Directives have failed to
address key concerns in travel contracts (eg: The Unfair Trading Regulations (UCPD) – apart from
one prosecution since 2008, we have experienced time and time again enforcement authorities
failing to implement those legal protections). An amended Directive provides a clear advantage
to Consumers.
QUESTION 43:
“Do you agree with the Commission’s overall assessment of the impact of policy option 6? If not,
please set out those areas where you believe the assessment is not correct and provide any
supporting evidence. The Commission’s assessment looks at the position across the EU. Are
there any special elements of the UK market, or the UK regulatory environment, which are likely
to either amplify or diminish the Commission’s assessment as it might apply to the UK? If so,
please explain.”
The HTW Response:
We agree with the assessment at this time.
373
Conclusion
This is the first extensive report we have created since 2010 and the various Stakeholder
Consultations that followed. We have analysed the Consumer experience since 2010 and have
demonstrated that the lot of the Travel Consumer needs urgent attention!
We shall continue through this coming year to demonstrate that Consumer Detriment for the
year’s 2011, 2012, 2013 & 2014; it is imperative that legislators understand and deal with the
real experience and concept of what it means to be a Consumer, not that which is offered by an
Industry.
Whilst we broadly welcome the provisions of the new PTD and what it is trying to achieve, we
nonetheless have our reservations which we have demonstrated within the report. As we
stated in a recent report:
“The recently published draft PTD reflects the real need for Consumer Protection within a
complex contract and puts paid to the notion that ‘new’ technologies have created a ‘new’ way
of selling products; we have long argued that the sale of holidays in the 21st Century mirrors the
same practices of the 1980’s – it is simply the case that Travel Companies are wearing a new
coat with the old rules of business stuffed into their pockets!”
The challenge ahead for the legislators of the EU Parliament is to get this right for EU
Consumers!
Frank Brehany
Consumer Director
HolidayTravelWatch
28 November 2013
374

To Package or not to Package?

Transcription

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