Holiday - Right to Refund/Change Details?

richard001

Hi everyone

On the 3rd of this month I booked a holiday for my mum and I (a surprise for her birthday) at £360 each for a week in Spain, flying out 1 Jan with Thomas Cook.

Due to my mum recently discovering some money problems I had (which have now been sorted) and me struggling to get the time off work, I've realised that booking this holiday was a big mistake (and would probably go down like a lead balloon with my mum) and I think the best thing I can do is cancel it. This isn't as simple as it seems though...

I've just been reading the small print and apparently my holiday is classed as a 'late holiday booking'. This means that if I cancel I lose all my money. My other option would be to travel at a later date (things should be OK in a month or so) but the small print says that Thomas Cook 'will only amend the details if you are prevented from proceeding with your late holiday for reasons beyond your control, and not simply due to a change of mind.' How do Thomas Cook judge 'reasons beyond your control'??

When I booked the holiday over the phone I wasn't told about any of this being unable to cancel etc. Surely they should have told me about these things at the time of booking and the fact that they didn't - if they could trace the call could that help me get my money back?

I'd appreciate any advice before I speak to them! Seems like I've got myself into a bit of a mess :sad:

Thank you, Richard

unholyangel

Usually at 12 weeks before departure, any booking made with only a deposit paid will then be fully payable and become non-refundable from that point.

Its pretty standard in their training to advise of cancellation conditions on every call while going over the details. And as a rule of thumb may even say non changeable non refundable unless the customer specifically requests a flexible booking. This doesnt mean it will not be able to be changed etc, it will actually depend on the conditions of the booking itself. Its just usually as a covering their back thing.

I cant speak for now, but i know 5 years ago they recorded every call. The number of people who claimed they hadnt been told something or had been told something different was unbelievable. So by all means call their aftersales team and ask them to pull the call.

Even if it is non refundable, if you explain your circumstances they may allow you to change the date. However there is usually a charge per person for this (used to be between £25-75 per person) but if you're changing to a more "peak season" date, they may also require you to pay the difference.

Long story short.......call them and see what they say first.

smithson5

^ Thank you for your reply. Just come off the phone to them and explained I can no longer get the time off work and they said: if I cancel I lose all my money (knew this anyway), but whats done my head in is they won't let me travel at a later date. The only thing they'll do is change ONE name, which is no use to me whatsoever.

So basically I may as well have sat here and torn up £722. Surely they can change my date to a later time!!! My advice is never book with Thomas Cook

Hintza

Better speak to your mother and just take the holiday or see if she will pay for it and she could take a friend.

unholyangel

Erm any particular reason for the 2 accounts?

On a further note however, did you ask them to pull the call? Were you in fact told it was non-refundable non-changeable? While it may not be in the spirit of excellent customer service, I wouldnt advise against booking with a company simply because they were sticking to the terms and conditions of the contract. Thomas Cook have recently just taken over a few other companies. They have probably been advised to watch costs. And while i would find it unreasonable if you had called them back maybe 30 mins or a few hours after booking, your travel date is less than 3 weeks away. The tickets will have been issued by the airline etc already along with the booking confirmed with the hotel.


I'd be more concerned if they werent sticking to their own T&C's. Yes it is unfortunate but you had no right to cancel, you were relying on their goodwill.

arcon5

Another option (not sure how viable it is) would be to sell the holiday.... i'm sure for a fee you would be able to change the names on the booking. You won't cover all your costs, but if your not going then it's better than nothing....................