Compensation from online travel company

Chinkle

Actually its less about compensation and more about recompense for expenses I incurred thanks to a c**k up by an online travel company for a ferry journey.

Firstly, they changed the date of the trip, due to ferry company deciding not to run a service on the day I original booked. I accepted new date, even though I had to change my holiday plans. Then when we turned up at the port on the re-booked date with my e-confirmation the ferry company had no record of booking so we had to pay again.

As well as all the hassle I've incurred extra costs for changing hotel dates, re-booking car hire, credit card charges, additional ferry fare charges for paying at the port "on-the-day" plus the cost of calls to their premium rate line to sort all this out.

I spelt out all this to the company in my complaint letter, they have simply refunded my cc with the original amount I paid them and haven't even sent a letter of apology!

Can anyone advise on next steps, not sure what ammunition I have to go at them with?

unholyangel

What exactly (taking into account their refund) are you out of pocket? What do you think is a reasonable outcome?

Chinkle

The costs are approx:

Ferry fare difference: £10.00
Premium rate calls - £3.00
Additional hotel cost - £25.00
Additional car hire cost - £20.00
Exchange and credit card charges - £5.00

Chinkle

If they'd been nice, sent an apology, refunded the price of the 'on the day' ticket I would have been happy, but given their complete lack of customer service skills, plus the initial incompetence (they were also still selling tickets for that trip on the day they told me the sailing was cancelled) I'd like to pursue it further. I'm prepared to write to them again, but I feel I need to back it up with something that shows I'm not letting them off the hook (small claims court???).

peachyprice

How much have they already refunded you?

Chinkle

They've refunded the amount I paid them for the tickets for the original travel date.

peachyprice

Is that lesser or greater than the £63 extra costs?

unholyangel

peachyprice wrote: »

Is that lesser or greater than the £63 extra costs?

I think the £63 he quoted is over and above what he originally paid for the holday.

So he has deducted the money refunded from the money he paid out. If i understood him anyway.

So basically taking into account the refund, he's still £63 out of pocket.

Chinkle

Yes unholyangel - the £63 is the extra costs I have paid thanks to them cancelling the original date and then not processing the re-booking correctly leaving me with non-valid booking confirmation.

peachyprice

But how much was the refund £20, £50, £100, £120?

fthl

was the ferry the only thing booked, or did it come with other things?