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AndyRylance

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  1. Those that are ATOL covered on their XL holiday can take all their details into a First Choice or Thomson shop and get the refund directly credited to a new holiday and First Choice/Thomson will sort the refund out for you getting it placed against your next holiday. However you must be ATOL covered on the XL holiday before you can apply - if I can help I am here!
  2. 1) Who did you get the vouchers from? Direct from TC or from another company? 2) Did you photocopy the vouchers? 3) Go into a Thomas Cook shop and ask them how vouchers are handled - what is put on the system and how is it done? - ask them to show you. 4) Record all phone calls to them from now on - try to get that magic phrase "we did have the vouchers" as you said someone already has - did you get their name? Speak to them again but record them. 5) Always always always book in a shop with vouchers if you can. If they don't allow you to, then ask if they can send the vouchers on your behalf and start the booking process and get a shop reference number. 6) You will probably not get compensation above the voucher value so I suggest you rebook with the vouchers again but ask for a discount from head office - make sure you do all of this in a branch and go back again and again and again until you get 100% from them. Get them to make all the calls.... What was your actual financial loss that you could write down in a clearly dated statement form? This is what you would need if you ever thought about legal action.
  3. The bottom line is that it sounds like you paid the whole lot to First Choice in one sum, therefore your grief is with them. All hotel operators tell the travel agents whether they have building work on or not and the travel agent must then add those into the booking notes and explain that they have contacted the customer and explained about the building work and give them an option to change or cancel the booking. This appears not to have happened. Did you book at a First Choice branch? You should go into them and ask them to go through the booking/reservation notes with you. If it says hotel have called them then it is their issue. The other way around is to approach the Hilton chain direct. You might find that even if it was not their fault but you are very nice to them they might give you some vouchers for future use. In fact approach all of them - it has been know to double up on compensation where a hotel and the holiday company give you something... if that is the case keep quiet!
  4. An interesting one. Passengers must remember that most holiday companies have as part of their terms and conditions the right for anyone that has more than 12 hours delay on their flight to walk away from the whole booking and get full 100% refund on the holiday and compensation. But the compensation is usually very small. About 50 pounds per person is deemed reasonable by the holiday companies as compensation in addition to the full refund of the holiday. You would certainly be entitled to half of the Premium seats recompense, and also push for some recompense from Monarch for having issues both ways on the flight with delays. But it will be very limited because it is based if they do offer you good will payment on how much of the time of the holiday was spoilt and you would be surprised to see how little that works out in real money.... legally both on insurance policies and holiday companies terms it is 12 hours delay where they have to pay compensation, but the rest appears to be good will....
  5. Trading standards in the UK are the ones that will take this up. Companies have to be able to prove that you can book the fare advertised and trading standards will not accept excuses that the fare has "gone" if they see that happening all the time. Yes of course some fares advertised will be snapped up, but if you show them the pattern occuring they can take action. Ideally you want to try to book on a third party supplier's website not with United. If this continues happening say at Expedia, once they are notified they can then take action directly with United as it will look very bad on Expedia or other third party websites to have just one airline doing the dirty on them. If I was of the mind I would look on every third party website and try to book the fare I wanted then phone up the third party website and ask to put a complaint in. Once lots of complaints started heading United's way they might get the message. Alternative try to book in a travel agent and talk face to face with someone. The best solution is just not to use them, but that doesn't solve the problem.... Cheers, Andy
  6. This is how it works: First Choice will have obtained a customer invoice from Virgin for your holiday. That customer invoice will be entirely from Virgin, and headed up so on their headed paper outlining everything that was booked and paid for. It is First Choice procedure that the invoice is handed to you. If it was not then whoever sold you the holiday at First Choice should be contacted and you demand the "supplier invoice" - in this case Virgin. If you are being given the runaround the best way is to start the chargeback process on whatever card you paid on. Both credit cards and Visa Debit cards offer chargeback schemes but will require evidence you have made some effort to try to solve the issues with the company concerned. Legally your contract is with First Choice and that is who the chargeback will be against. First Choice are right in one respect in that Virgin should be sorting out the difficulties you had with the holiday directly with you. But you really need that invoice to show what was booked by First Choice on your behalf. It proves that Virgin were given clear instructions on what you wanted and what they offered. For your information BBC Working Lunch BBC2 Friday lunchtime are covering holiday problems so you might quickly like to get your complaint to them to have a look at in the next 24hrs. get back to me once you have asked First Choice for the invoice and we will see where we go from there. Cheers, Andy
  7. Yes, hopefully you have taken names of the reps, and taken photos of the hotel all parts you are complaining about it, and ideally have details of other guests at the hotel so you can all complain and use their complaints against them.
  8. I never understand why people book holiday packages with companies they don't know that well on the net. Come into retail outlets and talk through everything, then you have someone to see if it goes wrong - net bookings have by far the highest level of complaints - what you see is not always what you get...!
  9. Where did you book your holiday? If in store all card transactions are on their travelcat system under customer payments. Take your booking reference in and ask them to check and show you the customer payments page on both bookings. If a store has taken it it will show on this page. Tell us how you got on.
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