Broadway Travel messed up

[indebtstudent]

Hi to all, first time I've ventured to this area of the site I'm sorry to say (no disrespect but I normally have good holidays!).

Me and my dad are due to fly to Palma Nova on June 2nd and the whole think was paid for, all inclusvie, a cracking deal and a hotel we really wanted to stay at. Today Boradway travel who were going through phoned up and said that the agent they use had overbooked the hotel and so there was no way we could stay at that hotel. They offered a hotel of similar ratings and facilities but, having looked online, it has very mixed reviews.

Now I'm going to actually go before I decide how annoyed I am about the way they have treated us. What I need to know is should I make them aware of our intent to complain before we go? I thought it might be a good idea to say we accept thier alternative accomodation under protest (you will see why in a sec).

There is only one alternative hotel, others would cost more and they won't pay the difference. We paid in full weeks ago, and I think it is shocking that they can do this. There is a mention made in thier T & C's of circumstances beyond thier control and this falls into thier category (staff admitted this only happens rarely but it could theoretically happen to anyone). They have been very pleasent but lept saying that legally they only have to offer smae spec of accomodation, maybe so but what about things like morailty and customer service?

The flight times stink but we didn't care we wanted THAT hotel at THAT price.

The more I think about it the more frustrated I become. We're not paying them but they are getting commission, we've paid for everything what service EXACTLY are they providing? The same thing could and would have happened if we had booked the hol ourselves but, and this is crucial, we are no better off for using this company.

Those are the points I'm going to make when we get back, and I can't see any reason to register my unhappiness before we go.

[indebtstudent]

My initial descision (and my preferred option) when my dad told me what they had said was screw this we'll have our money back but apparently we can't. They said they would only refund the accomodation but they can't refund the flights as its too close to the date - that's not our damned fault!!!!

Your supplier, your problem!

I'm not going to let this drop and am considering going to the press if I get no satisfaction.

[veryunhappybunny]

Hi,

I know this is probably far to late, but I was just loking at the forums as I'm a travel agent and I have got a problem with one of my suppliers who are not able to supply my client with the accommodation he booked!

Although I'm not a legal expert I have been in the industry a long time...

Whether you are/were entitled to a full refund depends how the holiday was booked. If the accommodation and flights and or transfers were booked at the same time and, as far as you understood, a package, this should be covered by ATOL. You will have to check the terms and conditions in your contract. If you were covered by ATOL you should have been be entitled to a full refund. If you were led to belive you had booked a package and have in fact just booked flights and accommodation separately this is a very serious issue.

Anway hope you have resolved the matter, to your satisfaction, by now.

Regards

vub

[indebtstudent]

Thank you for your reply, I haven't done anything as yet because of the other stuff I'm helping people with which is far more important.

But I do have a friend who used to be a travel agent and she said something similar re it being a package. The flights were with Thompson and the accomodation was with somebody else but I viewed it as a package as in we paid them for the lot.

I had a look at the contract and it was my belief (which they subsequently confirmed on the telephone) the clause circumstances beyond thier control covers this.

I have drafted a letter I might post it up here before sending as I'm just not happy with it. The other reason I have not done anything concrete yet is I don't think the travel industry gives much priority to complaints.

[veryunhappybunny]

Please post the letter, I will try to help you as much as I can. I'm afraid you are correct about the travel industry not giving priority to it's complaints - although I'm sure it's just the same in others, I've had major problems with B&Q and BT recently. They, too, are poor at dealing with the issues. I own my own travel agency and am considering selling up as the tour operators and suppliers I use are generally appaling in dealing with customer complaints and on numerous occasions I have compensated (out of my own pocket) my clients even though problems are not my fault, because I consider I have a duty of care to my customers. Sadly my suppliers often don't seem to have any concern or for either my clients or myself. By the way, where did you end up on your holiday and did you have a good time - I guess that will become apparent in your letter?

[heidi1]

Hi,

Can I just add (as a Travel Agent my-self) that if your were sold seperate flts and accomodation as a package, and the agent took one payment for the lot (not 2 seperate amounts) and that agent only holds and ABTA licence, not an ATOL licence, then they have acted as a tour operator, which they are not licenced or bonded to do... which gives you a good case for getting your money back.

I would look into this point. Check your bank statement if you paid by card and see what was taken out. Check your receipt to see how they put it through their system, then check their bonding (ie, ABTA/ ATOL numbers)

If also, they accommodation was booked through a separate company, could they not cancel with that company and look for the hotel, or somewhere else more acceptable with another company, as I'm sure the accommodation company would have offered a refund based on the fact they cannot provide you with what you have paid for??

Sorry if this is not making much sense, if you need any more help, please shout.

Heidi

[indebtstudent]

Hi there, haven't done the letter yet, is it a waste of time now?

The way I look at it it will take ages anyway so I'm having difficulty motivating myself to do it. They appear to be both ABTa and ATOL, ABTA 17088 ATOL Protected operator 3634. Is there a way I can check this out?

All they said over and over was that the hotel was to the same spec, but that wasn't our point. Our point was that we accepted the whole thing because we wanted to stay in that hotel.

I don't see how, when they overbook, they can turn round and say u can't have a full refund.