Travel Co - additional £1000 charge 3 days before holiday
Discussion
Apologies not sure which forum to put this on?
Off on family holiday this week, booked back in September and really looking forward to it. Booked with a multi national travel firm we have used before.
Yesterday, my wife calls me at work saying the holiday company have called and our accommodation now isn’t available and we have to pay an additional £1250 for an additional room (there are 5 of us going). They ‘generously’ agreed to reduce this by £300, but then increased the charge so we ended up paying an additional charge £1050 .
Left with no choice, my wife agreed to pay reluctantly, but told them how unhappy she was. Basically didn’t want to lose a holiday we booked months ago.
My question is, can they do this? The travel company say they can and are doing more than they need to under ABTA guidelines.
Off on family holiday this week, booked back in September and really looking forward to it. Booked with a multi national travel firm we have used before.
Yesterday, my wife calls me at work saying the holiday company have called and our accommodation now isn’t available and we have to pay an additional £1250 for an additional room (there are 5 of us going). They ‘generously’ agreed to reduce this by £300, but then increased the charge so we ended up paying an additional charge £1050 .
Left with no choice, my wife agreed to pay reluctantly, but told them how unhappy she was. Basically didn’t want to lose a holiday we booked months ago.
My question is, can they do this? The travel company say they can and are doing more than they need to under ABTA guidelines.
In my experience having worked in the business, the tour operator should be liable for providing an equivalent or better standard of accommodation at no additional cost to you, should they cancel your original booking.
If this isn’t viable then they have to offer a free cancellation and full refund or potentially offer you a discounted rate on a lesser standard accommodation.
Have you checked the T&C’s? Was it a package holiday with flights, accommodation, transfers inclusive? Do you know why the original accommodation wasn’t fulfilled?
If this isn’t viable then they have to offer a free cancellation and full refund or potentially offer you a discounted rate on a lesser standard accommodation.
Have you checked the T&C’s? Was it a package holiday with flights, accommodation, transfers inclusive? Do you know why the original accommodation wasn’t fulfilled?
Edited by anonymous-user on Tuesday 16th July 19:20
JonnyJustice said:
In my experience having worked in the business, the tour operator should be liable for providing an equivalent or better standard of accommodation, at no additional cost to you should they cancel your original booking.
Have you checked the T&C’s? Was it a package holiday with flights, accommodation, transfers inclusive?
Yes, package holiday with all the above. Good shout on the terms and conditions will take a look. Have you checked the T&C’s? Was it a package holiday with flights, accommodation, transfers inclusive?
They didn’t offer us a refund either, so no chance of sorting anything else.
JonnyJustice said:
I’ve added further in my original post.
Let me know what the T&C’s say, and who the operator is, if you’re happy to share that.
You should be protected against this.
Better not name the tour operator as I think it is against forum rules.Let me know what the T&C’s say, and who the operator is, if you’re happy to share that.
You should be protected against this.
Checked the terms and won’t post everything but the relevant 2 points are below:
We reserve the right to increase the price of your holiday after you have booked but no later than 30 days before the departure date stipulated and will forward an Amendment Invoice reflecting any changes made.
Major changes to your holiday for which we will pay compensation unless the change is for reasons beyond our control (see 'Important Note - Events Beyond Our Control'), using the scale shown, may include the following changes: a significant change of destination; a change in accommodation to that of a lower category, a change in the time of your departure or return flight by more than 12 hours, a change of UK departure airport (excluding changes between London airports, London, Ebbsfleet and Ashford stations and between Dover/Folkestone ports). A delay to your flight that we need to make within 24 hours before you are due to depart will not be considered a major change unless the delay is for more than 24 hours. These changes are only examples and there may be other significant changes which constitute major changes.
Basically, I think the first point says they can’t increase the price, and the second point says we can’t claim compensation unless the accommodation is of a lower category (not sure if it is until we get there)
https://www.abta.com/help-and-complaints/frequentl...
Basically, if I’d been in your shoes, I’d have royally kicked off and insisted the TO provide the equivalent or better standard of accommodation at no extra charge, they are legally obliged to do so!
If you’ve agreed to enter into a new contract by accepting and paying for alternative accommodation, you can still complain but you have jeopardised your position of strength in my view. That doesn’t stop you trying to get the extra refunded, based on “legal advice you have taken from ABTA”.
3 days before your holiday is just plain unacceptable.
Basically, if I’d been in your shoes, I’d have royally kicked off and insisted the TO provide the equivalent or better standard of accommodation at no extra charge, they are legally obliged to do so!
If you’ve agreed to enter into a new contract by accepting and paying for alternative accommodation, you can still complain but you have jeopardised your position of strength in my view. That doesn’t stop you trying to get the extra refunded, based on “legal advice you have taken from ABTA”.
3 days before your holiday is just plain unacceptable.
JonnyJustice said:
https://www.abta.com/help-and-complaints/frequentl...
Basically, if I’d been in your shoes, I’d have royally kicked off and insisted the TO provide the equivalent or better standard of accommodation at no extra charge, they are legally obliged to do so!
If you’ve agreed to enter into a new contract by accepting and paying for alternative accommodation, you can still complain but you have jeopardised your position of strength in my view. That doesn’t stop you trying to get the extra refunded, based on “legal advice you have taken from ABTA”.
3 days before your holiday is just plain unacceptable.
Thanks for this. Yes we have paid, but we stated d this was under duress, and I followed it up with an email confirming this. My wife did kick off, and said she would take it further.Basically, if I’d been in your shoes, I’d have royally kicked off and insisted the TO provide the equivalent or better standard of accommodation at no extra charge, they are legally obliged to do so!
If you’ve agreed to enter into a new contract by accepting and paying for alternative accommodation, you can still complain but you have jeopardised your position of strength in my view. That doesn’t stop you trying to get the extra refunded, based on “legal advice you have taken from ABTA”.
3 days before your holiday is just plain unacceptable.
The reason given for the accommodation change was that our accommodation didn’t exist as the original redevelopment plans changed and these rooms weren’t built and the tour operator has confirmed this on email.. Not sure why they only found out 3 days before the holiday.!
Given the timescales I don’t have time to complain prior to travelling but will sort when I get back.
hepy said:
Thanks for this. Yes we have paid, but we stated d this was under duress, and I followed it up with an email confirming this. My wife did kick off, and said she would take it further.
The reason given for the accommodation change was that our accommodation didn’t exist as the original redevelopment plans changed and these rooms weren’t built and the tour operator has confirmed this on email.. Not sure why they only found out 3 days before the holiday.!
Given the timescales I don’t have time to complain prior to travelling but will sort when I get back.
Wow, they honestly don’t have a leg to stand on, particularly given the nature of their excuse. The reason given for the accommodation change was that our accommodation didn’t exist as the original redevelopment plans changed and these rooms weren’t built and the tour operator has confirmed this on email.. Not sure why they only found out 3 days before the holiday.!
Given the timescales I don’t have time to complain prior to travelling but will sort when I get back.
They would have been aware long before yesterday that the accommodation wouldn’t be completed on time. I am quite surprised they have contravened ABTA’s code of conduct in respect of this.
You have every right to appeal the additional costs you have paid, and my advice would be telephone them before you leave and also write to them detailing this.
https://www.which.co.uk/consumer-rights/advice/my-...
Harry H said:
With the power of the internet these days I just don't understand why people use these holiday tour operators any more.
Decide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
An end to end service with a level of liability and protectionDecide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
e.g. If you book flights and they are late, and the hire car place is closed? They still get you to your hotel.
Harry H said:
With the power of the internet these days I just don't understand why people use these holiday tour operators any more.
Decide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
Takes all the hassle and stress out of it 🤥Decide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
Gargamel said:
Harry H said:
With the power of the internet these days I just don't understand why people use these holiday tour operators any more.
Decide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
Takes all the hassle and stress out of it ??Decide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
Anyway, not that it matters but i'm with Harry H, this is how we do holidays and have never had an issue.
Edited by HTP99 on Wednesday 17th July 10:00
hepy said:
Really appreciate your help here and I have done the above quoting both the ABTA and Which websites.
No problem at all, glad to help. I’ll be amazed if you don’t get your money back, and if the new accommodation significantly changes the enjoyment or planning of your holiday (ie a different location to the original accommodation) you can also be compensated.Hope you have a great time irrespective!
Harry H said:
With the power of the internet these days I just don't understand why people use these holiday tour operators any more.
Decide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
Which is great until one aspect of your holiday plans goes awry and buggers up the rest of it, as then you cannot claim for any of the resulting losses.Decide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
Plenty of people have had flights delayed/cancelled and therefore missed out on some or all of their holiday trip but can't claim for the hotel or hire car as it wasn't all booked together. Or if there's a natural disaster/military coup/ terrorist attack, the TA has to organise repatriation/different accommodation or cover travel costs. You would get none of these.
Sometimes the reassurance of having a single point of contact when the s
t hits the fan is worth the extra. Sometimes it isn'tVaud said:
Harry H said:
With the power of the internet these days I just don't understand why people use these holiday tour operators any more.
Decide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
An end to end service with a level of liability and protectionDecide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
e.g. If you book flights and they are late, and the hire car place is closed? They still get you to your hotel.
Are people really that inept that they're unable to take a taxi?
Travel agents are a relic of a bygone era before we had the internet. The only reason for not booking things yourself and saving hundreds of pounds is pure laziness.
boyse7en said:
Which is great until one aspect of your holiday plans goes awry and buggers up the rest of it, as then you cannot claim for any of the resulting losses.
Plenty of people have had flights delayed/cancelled and therefore missed out on some or all of their holiday trip but can't claim for the hotel or hire car as it wasn't all booked together. Or if there's a natural disaster/military coup/ terrorist attack, the TA has to organise repatriation/different accommodation or cover travel costs. You would get none of these.
Sometimes the reassurance of having a single point of contact when the st hits the fan is worth the extra. Sometimes it isn't
This is what holiday insurance is for - which many people don't have suitable levels of, of course. Plenty of people have had flights delayed/cancelled and therefore missed out on some or all of their holiday trip but can't claim for the hotel or hire car as it wasn't all booked together. Or if there's a natural disaster/military coup/ terrorist attack, the TA has to organise repatriation/different accommodation or cover travel costs. You would get none of these.
Sometimes the reassurance of having a single point of contact when the s
t hits the fan is worth the extra. Sometimes it isn'tcaptain_cynic said:
Vaud said:
Harry H said:
With the power of the internet these days I just don't understand why people use these holiday tour operators any more.
Decide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
An end to end service with a level of liability and protectionDecide where you want to go. Search web for the hotel of choice/budget. Book flights. Book car hire. Sorted.
I just don't see what value the operators add
e.g. If you book flights and they are late, and the hire car place is closed? They still get you to your hotel.
Are people really that inept that they're unable to take a taxi?
Travel agents are a relic of a bygone era before we had the internet. The only reason for not booking things yourself and saving hundreds of pounds is pure laziness.
We look into both, ergo it has nothing to do with laziness.
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