* Yes, that's all correct regarding the deposit and payment * Yes, we could still go on the trip. Emirates Holidays said we needed to get in touch by 4pm yesterday to pay the £2k. Even if we had decided to do pay it, we can't even get in touch with them. No one is replying to our emails and we can't get through on the telephone. * We paid our deposit with a debit card * Can't locate written record regarding deposit/paying balance *Yes, we were given the option to move it to 23rd Oct 2022. Saved the email. We were going to go Oct 2021, but decided to go Oct 2022 which was confirmed by them. We were advised we could pay balance 5 weeks prior to departure date for the 2021 holiday. We have a copy of this email. * Yes, we have a copy of the email we sent requesting aproof they sent the emails. Thank you so much for looking into this

Hello, Thanks for your message. . We booked a holiday to Dubai with Emirates Holidays for October 2020. . It was postponed until last October 2021, due to the pandemic, but we had the option to move it to 23rd October 2022 which we decided to do. . We have been trying all year to telephone, WhatsApp, we have written letters and emailed but no one has replied. I put a complaint in on Trustpilot in May but just received a generic email back in August apologising no one has got back in touch. . We just wanted to liaise with someone to answer numerous questions we had regarding our holiday and reassurance the holiday was still going ahead, with no changes to flights or any extra costs. . We were very worried about paying for our holiday to a company we couldn't get in touch with for over 9 months. . Emirates Holidays told us they have been sending emails since August chasing the balance and advising us of the increased cost of £2k, as they had cancelled our flights, as we hadn't paid the balance 10 weeks before we due to go. . But we haven't received any emails from them, we have checked Spam - only generic sales emails from them. . I have asked them to send proof and copies of the emails, but to date, haven't received this information. . I contacted our hotel in Dubai this weekend and they confirmed our booking and because on the Emirates Holidays website on 'manage your booking' we could still pay the outstanding balance (with no increase indicated) we very reluctantly paid it, even though we haven't been able to get hold of them all year. It sat extremely uncomfortably with us as we have just been desperate to speak to someone all year. . We had an email from Emirates Holidays last Sept confirming if we went Oct'21 we could have until 25th Sept'21 to pay the balance which is 5 weeks before we were due to go. 5 weeks prior to our departure date was this Saturday, 19th Sept. We frantically tried to continue to contact them this weekend, but decided to pay the balance on Monday which initiated the call from them on Tuesday. . They have advised they will give us our money back, minus our £1.5k deposit. . We are desperate to go on the holiday but simply don't feel it is fair we have to pay £2k more for the flights: - when we haven’t been able to contact Emirates Holidays all year (we have proof of emails) - they have told us they have been sending emails when we haven't received any. - we paid what was on our account. There was no indication we had to pay for our flights again. Not sure where we stand and if it's worth pursuing - thanks for looking into.

We have checked and nothing in Spam. Thanks for the message.

Emirate Holidays - We have been trying all year to telephone, WhatsApp, we have written letters and emailed but no one has replied. I put a complaint in on Trustpilot a few months ago in May explaining this but just received a generic email back 3 MONTHS later apologising no one has got back to me. As we haven't heard from Emirates Holidays since last September, we were very worried about paying for our holiday to Dubai at the end of October. We have tried EVERYTHING to get in touch but to no avail. As we couldn't get hold of them, we contacted our hotel in Dubai at the weekend and they confirmed our booking and because on Emirates Holidays website on 'manage your booking' we could still pay the outstanding balance (with no increase indicated) we very reluctantly paid it even though we haven't been able to get hold of them all year. It sat extremely uncomfortably with us as we have just been desperate to speak to someone. We just needed clarification our holiday was still going ahead, confirmation of the cost and that there were no other changes we needed to be aware of. We felt nervous handing over so much money to a company we couldn't get hold of for over 9 months. The day after we paid it, my husband had a phone call from Emirates Holidays to say, because we hadn't paid it 10 weeks prior to our departure date, our flights had been cancelled, so we needed to pay nearly another £2,000 to rebook our flights. What a joke!! We have copies of emails from Fran last year confirming that if we decided to go last October (we should have gone prior to the pandemic) we had until 25th Sept to pay the balance but we decided to postpone it for another year, until October 2022. If this was an option then, then due to us not being able to get in touch with you all year, we had to assume the same would have applied this year. We have been unable to get clarification on the matter so had to make our own assumptions based on previous information we had been given. We have a copy of this email from Fran upon their request. Emirates Holidays has told us they have sent numerous emails chasing us for the outstanding balance and notification of the increased cost incurred. We have received no such emails. We have asked for proof they have been sent but we has not received this. I have sent copies of emails where my husband has tried to contact Fran this year, even though she has said she hasn't received them. We have proof they were sent. I can also send proof we have sent emails to Emirates holidays general email address, with no response desperately asking for someone to contact us. Any email, Emirates Holidays needs proof of, we will happily send them. We would absolutely not ignore any emails from them when all we've tried to do is contact them all year and this is a holiday of a lifetime for my husband's 50th which has had to been rearranged several times due to the pandemic. We have been treated appallingly and it has been incredibly stressful. Would appreciate advice from someone, so we know where we stand legally? Many thanks