Please help my retired parents...Planet Cruises

loops81

Yes I will. Just asking if the would consider changing the holiday to a more suitable one, sailing from Southampton hopefully

Will let you all know.

loops81

Contacted them , the girl was lovely on the phone. They are going to call my mom to try and offer her something more suitable :T

Just hope they can find one!

Yippeee thanks guys xx

loops81

Ok

They called my mom, managed to find another holiday sailing only

They will still only give back £350 of the £950 towards another holiday, didn't manage to ask her why as i am at work.

The holiday they found more expensive but for longer. My dad has agreed as this will be the last holiday they have.

Thanks so much for everyone who helped us, I really appreciate it

Caz3121

loops81 wrote: »

Ok

They called my mom, managed to find another holiday sailing only

They will still only give back £350 of the £950 towards another holiday, didn't manage to ask her why as i am at work.

The holiday they found more expensive but for longer. My dad has agreed as this will be the last holiday they have.

Thanks so much for everyone who helped us, I really appreciate it

It may well be that the other holiday included flights which had been booked and not refundable - Hope they have a great time

poet123

I would find out why they have retained £600 against a more expensive cruise, especially with so long to go. Even if it is in their T&c'S it may be deemed unfair. I would push for the full amount to be credited. You may have to complain or as I did recently (with Planet Cruise) insist that if your complaint is not acted upon you will go to the small claims court. After several letters back and forth they capitulated as they knew I was in the right.

I certainly wouldn't just accept the loss of £600 without a fight. You may have to get involved though.

miamoo

Hiya I've just had a thought. Double check that their insurance policy covers worldwide travel, it might only be a european policy if they dont usually travel far.

ponymad_3

poet123 wrote: »

I would find out why they have retained £600 against a more expensive cruise, especially with so long to go. Even if it is in their T&c'S it may be deemed unfair. I would push for the full amount to be credited. You may have to complain or as I did recently (with Planet Cruise) insist that if your complaint is not acted upon you will go to the small claims court. After several letters back and forth they capitulated as they knew I was in the right.

I certainly wouldn't just accept the loss of £600 without a fight. You may have to get involved though.

This is great advice Loops please follow, I feel sure if you take this up, leave your parents out of the loop, pray on they re old and vunerable and in ill health you will get further

loops81

Ok I will phone them tomorrow, what should I say?

poet123

Firstly, ask them what the retention is for, if they say non refundable flights ask to see proof of that and which airline is involved then check their T&c'S. If they say it is simply their policy to retain x amount to cover admin costs tell then you consider it excessive and unfair in view of the fact that the new cruise is more expensive.

Dont be fobbed off, tell them you are not letting it go and will put the complaint in writing, if you still get no joy come back and we can advise further what to say in the letter.

loops81

poet123 wrote: »

Firstly, ask them what the retention is for, if they say non refundable flights ask to see proof of that and which airline is involved then check their T&c'S. If they say it is simply their policy to retain x amount to cover admin costs tell then you consider it excessive and unfair in view of the fact that the new cruise is more expensive.

Dont be fobbed off, tell them you are not letting it go and will put the complaint in writing, if you still get no joy come back and we can advise further what to say in the letter.

Ok thank you very much for this, I will have this reply up when I talk to them and write down everything they say.

It really is unfair, just had the email confirmation and they have already taken £100 off which I assume is an admin fee, I will confirm this tomorrow.

It really is a much more expensive holiday, like £1000 more, because it is an extra week, my mom said she is going to really struggle to save the money by November which is when they want the balance paid. So getting that £600 would be a massive help to them.

Thanks again

Loops x