Hoseasons not give refund

[snowdragon]

Good morning, I was supposed to be going on holiday today  but due to unfortunate circumstances we are now not able to go

I informed  Hoseasons and was  bluntly told no refund even though we have taken out cancellation cover with them.

 

The reason can not go is due to one child has a chest infection and is on medicine, other one has Chicken pox and  to top it it my  daughters sister in law  suddenly passed away on Monday night, she leaves behing 3 children, one is only 2, their mum is in her early 30's

 

I emailed them and phoned, they said a death certificate to prove it! had no response from them since despite getting resolver involved, the holiday cost me £800 for 2 weeks and is a lot of money to loose

Do I wait to see what resolver suggest or what, came here to ask as you can imagine how upset we all  are at this difficult time

 

TIA, 

Love, Sandy xx

[dx100uk]

I normally find hoseasons very good

I've cancelled twice in previous years

once just 48 hours before due to arrive.

and never bothered with the extra insurance.

 

how many days before start date did you 1st inform them by

[snowdragon]

told them Tuesday morning, as you know chicken pox is contagious ,

[snowdragon]

Hoseasons  have just replied , basically saying no refund and they are  sending me a letter, seems they want proof which is not on. 

 

I can not afford to loose  this  sort of money, guess have wait for the letter

 

[dx100uk]

cant see why you cant give it?

 

[snowdragon]

this is their reply

 

I am sorry to learn that you are dissatisfied with the terms of the standard booking conditions.

I would like to assure you that my colleagues intentions were genuine when advising you of the sufficient evidence required when you cancel your booking and claim under the standard booking conditions. We have every sympathy for your situation however we do make every effort to make our booking conditions transparent.

If you require any further assistance, please do not hesitate to contact us.

Kind regards

Emily

Hoseasons

 

do I send this to resolver or what?

[ploddertom]

I would imagine they may be refusing because the death although very sad is not classed as a close family member. For the children you would need to provide a letter from your GP - which will probably be chargeable - to prove their illnesses.

[snowdragon]

The oldest one was sent home from school,we had to obtain a letter  from the Doctor to take to school saying what was wrong with the child, I can obtain a copy of that , the other child is only a baby and  was given a course of antibiotics ,

 am not expecting all money back but  most be nice, £800 is a lot to loose

 

Sandy xx

 

 

[dx100uk]

that letter should be perfect evidence

[ploddertom]

Did you not have Travel Insurance for this break? Does your bank account not offer Travel Insurance as part of your account package?

[snowdragon]

Hi plodderton

yes we took out  cancellation  insurance

DX thank you, seems they also want evidence  as well for the  death

all  have got for that is the message her husband has put on social media

 

[ploddertom]

I don't doubt Hoseasons Insurance will look after them rather than their customers. For a death they will need a death certificate - usually an original rather than a copy.

 

Have you seen the terms of their Cancellation Insurance?

Edited April 14, 2019 by ploddertom

[snowdragon]

I  did  read most of it  but is so long winded!  thing is  we lost  our dog recently and  had to take him off the holiday, they gave us a refund for that, no questions asked

 

I doubt  can get a certificate of death  as  she was not a member of my family, she was my daughters sister-in-law

[snowdragon]

they are  still  dragging their heels and want  proof, will not  accept copies. feel like  I am being called a liar.

Can  always show them pictures of the child who had spots and a picture of  the medicine the baby  was on.

I  will have to see  what resolver  say, had one  email from Hoseasons saying I may get a partial  refund but then get a letter today saying  proof needed

 

Sandy

[snowdragon]

Like hitting a brick wall,  surely insurance cover  means you are covered? I have never  had a problem before getting refunds, first and probably last  time go with Hoseasons , seems have lost nearly £800, not impressed

 

Thanks for the help so far

 

Sandy xx

[honeybee13]

Who are the insurers, Sandy?

 

HB

[ploddertom]

You do need to provide proof of all this. For illnesses a letter from a medical professional who has diagnosed/treated the condition(s). For bereavements an original death certificate - not a photocopy.

[snowdragon]

HB, I need to check, have the documents as printed then off

 

Plodderton, the person who has passed away is my daughters sister in law so can not  really  ask for a certificate and the children are my grandchildren

is it possible I can get a chargeback as paid by  credit card

[snowdragon]

insurance is underwritten by AWP P&C SA and is administrated  in the UK by Allianz Global Assistance 

[dx100uk]

wont be a chargeback on a credit card

section 75.

 

dx

 

[snowdragon]

Thank you dx,

was  worth asking, am not happy  that I probably not  get my £800 back

[dx100uk]

the credit card company under section 75 are equally liable.

 

dx

[snowdragon]

UPDATE:

 

Have heard nothing back from Hoseasons,  we are still waiting  for funeral arrangements .

We were so looking forward to getting a break and not been away before for Easter.

I will not be using this company again and will advice others to stay clear, they treat you like cattle and charge  enough!

 

Sandy xx

[snowdragon]

maybe time to  name and shame  them on social media x so angry as they not even communicating with me atm

[snowdragon]

Funeral is May 1st