FIRST CHOICE "TRANSFERS INCLUDED" (only for non wheelchair users)

martyn71

We recently decided to re-visit Benidorm and set about booking an all inclusive holiday with FIRST CHOICE, transfers included, choosing our desired holiday from the internet.

We have a seven year old Daughter with cerebral palsy who cannot walk. This poses issues which cannot be addressed when booking online such as boarding plane, wheelchair accessible hotel room etc, therefore my partner visited our local First Choice travel agents to book.

Anyone with disability problems will appreciate how stressful this can be ensuring needs are effectively communicated and addressed before travelling.

My partner was told that we were not eligible for the transfers as the coach is not suitable for wheelchair transportation but they could organise two separate taxis at a cost of £137 per taxi.

Cutting a long story short after many hours of stress and a second visit to the travel agents they proceeded to book the holiday but wanted in excess of £200 extra because it was not booked online. Booking online is not a sensible option without ensuring needs are catered for hence visit in store.

After telephone calls to head office, my Partner pointing out several times that they were breaking the disability discrimination act and the Manager claiming that they would loose money, they agreed to match the online price however we have to pay 80.68 Euros for the taxi and a £20 admin fee extra for the holiday? Not sure how they can justify this?

SUMMARY :-

Transfers are not included for wheelchair users although this is not stated anywhere within FIRST CHOICES website, they also couldn’t find this information within their own policies. Extra Costs are incurred for transfers and not being able to book direct due to disability.

Has anyone had any similar experiences?

svjoc1987

Thats Disgraceful and surely thats discrimination against disabilities

i havent had the same experience with first choice but

We booked a holiday a few years back to America and a few weeks before i had an accident and required a wheelchair and we informed the tour operator as we had paid for transfers and they made sure there was suitable transportation waiting for us (we had a mini bus taxi) at no extra charge to us

so it seems out of order that first choice are expecting you to pay for the taxi, you have paid money for transfers so its up to them to make sure there is acceptable transportation used for the transfers

kurgon

Does state it very clearly here
http://www.firstchoice.co.uk/help/at-the-airport/wheelchair-assistance/

martyn71

WELL FOUND
It seems strange that their welfare team could not direct us to this or their Manager as we did ask to see their policy in writing. If this clause did exist at our time of booking why did we get told by First Choice that there was nothing in writing to verify this? Surely a team set up to deal with problems of this nature would be well aware of this? The link was down yesterday, perhaps alterations to t's and c's? why did we have to visit the travel agents several times, make numerous calls and e mails?