Travel Agents won't refund deposit

nic3510

Eaely this year my parents put down a deposit for a holiday next year. Due to circumstances changing they decided to cancel the holiday.

They have it in writing stating that the deposit is fully refundable as long as they cancel a minimum of 75 days before the start of the holiday.

It is 100+ days before the holiday and the travel agents have told them that they will not get their money back no explanation or anything and the fact they have it in writing means nothing.

I was just wondering if there is anywhere they can go with this or anything they can do? With them having it in black and white in front of them stating they can cancel then being told tough do they have any rights?

Any advice would be much appreciated as my mum has got in a state over it and blood pressure has already been unstable. I just want to help them. Thanks x

sinizterguy

Complaint in writing, requesting refund.

If paid with credit card, talk to them.

If still nothing, sue them in small claims court.

nic3510

Who would they write to head office or the actual shop they booked it in? It's Thomson who they have booked with.
What's a noting is in the past few years they have spent around 10-15k with the same one a lot of commission for the staff who now don't want to know!

Grumpelstiltskin

Nic Are you sure the deposit is refundable?


This is from Thomson website.



Guide To Our Cancellation Charges
These charges are based on how many days before your booked departure we receive your cancellation notice, and are a percentage of the total cost of your booking, not including your insurance premium. If you want to cancel one or more passengers on the booking you’ll have to pay a proportion of the applicable cancellation charge for those passengers.
Period Before Departure When Notice Of Cancellation Is Received Percentage Of Total Booking Price 70 days or more Loss of deposit 69 - 63 days 30% 62 - 49 days 50% 48 - 29 days 70% 28 - 15 days 90% 14 - 0 days 100%
Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid. Where extra facilities or transport options, see Sections 10 and 11.4, are non-refundable, in part or in full, the cost of these will be added to the cancellation charge you have to pay.

If you booked using a Low Deposit Offer, the full deposit amount stated on your confirmation invoice will need to be paid upon cancellation.

The cancellation charge may be higher for certain travel arrangements, such as coach tours or scheduled airfares. Please ask for details of cancellation charges when you book and check your insurance policy to see if you’d be covered for the cost of any cancellation charges.

nic3510

I'm just going with what they told me will go n have a read myself tomorrow. But if they have the paperwork that has the words that it is refundable as long as it is at least 75 days before surely it stands?

I appreciate what it says on website but if it turns out they have something in black and white hat contradicts this hen surely they have rights

Grumpelstiltskin

Nic I would read it through first, personally I can't see anything given out in the shop being different from the website.


I think they may have misunderstood about the deposit, but read what they have and see exactly what it says.

nic3510

Ok will do

stephb34

Is it a Thomson holiday or another operators holiday booked in a Thomson shop?

nic3510

stephb34 wrote: »

Is it a Thomson holiday or another operators holiday booked in a Thomson shop?

It's a cruise they booked in thomson shop.

stephb34

Was hoping you would say that. One of the cruise operators lets you cancel free of charge as you said 75 days b4 departure. I'm at home and can't quite remember off the top of my head I've a feeling its Princess if it is you are right they are entitled to all their money back and Thomsons aren't allowed to keep their deposit they have to refund it, they're just trying it on.

nic3510

Yeah its princess. It was booked for may next year so definitely within the cancellation period. I will go round n have a look at their paperwork tomorrow see it for myself. My parents have done so much for me and I hate to see them get rolled over was just looking for some impartial advice before I jump in n try to help. Thank you!