Holiday complaint...

r18rws

Not sure why it shoudl take longer than 28 days but ABTA won't do too much about it until its double that.

Did your paperwork say Punta Cana or Puerto Plata?

If its Punta Cana and they do give you the money back for the taxis you are probably not going to get much else.

Should you have had transfers/taxis booked or were you supposed to be paying for those. That may make a difference too.

If they tell you that you booked a punta cana flight all along and didnt mention transfer time then they may not give you anything, regardless of what they told you at the time.

funkyzebra

Hi there,

Thanks for your reply.

The paperwork said Punta Cana, so admittedly I should have noticed the mistake, but I believe the ultimate responsibility is with the travel company, and they did admit liability on the phone.

I tried to book transfers 2 weeks before we left and they replied saying that there were none available...I wonder why...! So presumably they checked the booking then and realised they were sending us to the wrong place. We would have got taxis from Puerto Plata to Cabarete and I deducted that from the expenses claim.

We booked it as a package and was told the hotel was 20 mins from the airport so it was definitely an administration mistake on their part.

r18rws

So on the phone they said it was 20 mins away, maybe a mistake and their own fault, maybe they were talking about 2 different prices and routes.

Would suggest asking if they record calls and for that to be checked.

If they have miss sold it they are responsible but likewise there is some responsibility back to you for not checking details are correct and there paperwork will likely refer to this somewhere saying to check and advise if anything is wrong.

Would suggest it could be a while to get sorted unless they either accept they are at fault and offer something straight away.

Would find out about the call recording to start with as that will be make or break....if they say it was always punta cana and thats why it was the price it was and 20 mins transfer was never mentioned it could get messy!!!!!

funkyzebra

Yes and the original advert stated that too. On behalf of Teletext the flight was booked via Thomson and the hotel Thomas Cook as well so I think what's happened is when they've booked it they've just booked the wrong route.

That is what the delay is according to the guy that emailed me back on Monday - getting call records together...maybe for that reason.

Thanks for the info.

Pollycat

funkyzebra wrote: »

Do you honestly check those details everytime you go on holiday? You put your trust in the holiday company - they're the one's with the extensive travel information, which is why you book through them in the first place.

Actually, I DO check those details.
I don't put my trust in holiday companies, the people who are employed by them are human and therefore may make mistakes.

I kind of agree with Sturll about some posters who do post the bare minimum of information.
Although you said you didn't know how much information to post, surely it ocurred to you that in order to offer any advice, more information would be needed.
If you'd initially posted everything that you have subsequently done, the full situation would have been apparent from Day 1 and you would have received help and advice instead of the bickering that has clouded the thread.

r18rws has asked all the right questions.
Did you complete a complaint form in resort?

One other thing that may help, this website has a connection with a travel law solicitor who offeres free impartial advice and has won settlements for some HT members:
http://www.holidaytruths.co.uk/viewforum.php?f=49&sid=dcf2e3fff5ba9a32239c6e54a625e383

Good luck

lynnexxxo

Funkyzebra,

I hope you get it sorted out, it doesn't really sound like its your fault. Did you realise before you went that it was such a long transfer (ie when you tried to book the transfer). If so what did the travel company say then?

It would seem reasonable for then to have offered you a different (same standard or better) hotel closer to the airport, or if you really wanted to go to that hotel to pay for your taxi expenses to get there.

Also I would maybe expect to get some compensation for having to spend 16 hrs in a taxi on bumpy roads (I've never been but can't imagine 3 lane motorways).