Travel agent can't even say sorry!

lexi

This is probably in the wrong forum but I am angry! My elderly parents went on holiday abroad last year which resulted in my mum fracturing her wrist 2 days into her holiday. All because the coffee table had been moved too close to the chair so my mum went around the corner straight into the table, fracturing her wrist when she fell. This was in June 2014. Travel ins didn't want to know...you need to speak to the hol company..they did...provided evidence, etc have been incredibly patient as it is now March 2015, all for the hol company to say no liability...it was an accident! Now I don't agree this is true, but ok if you accept this it sure doesn't explain why it has taken 9 months to get this conclusion...& they have done all the chasing...with them saying yeah it will be done within 6 months, yes by feb, ooh one more piece of evidence needed, a decision will be made by next week...hey ho letter came today. I feel disgusted that both the hotel & hol company think they cannot offer an apology to my parents whose holiday was totally ruined by this, but carried on with a mentally disabled daughter with them, as there was little more they could do. Again sorry this is prob in the wrong forum, but it said vent so I have!

ThumbRemote

If they apologised it might be taken as a sign that they accepted they'd done something wrong, and risked being sued. So they won't ever apologise. Such is life unfortunately.

ThumbRemote

As an aside, it sounds like the holiday insurance are saying the travel company are liable, but the travel company deny this. Surely the travel insurers should be the ones sorting this.

kezzygirl

So your mum walked into a table and fell, fracturing her wrist? Not sure how this is the holiday companies fault...

lexi

Yes they were....it started with the travel company, who after 6 weeks decided they couldn't handle it, so they sent it to 'after care' this was in August. What gets me is that they have taken so long...& basically seemed to do nothing except when they were called for an update. Then there was more fobbing off. My parents are late 70's & been treated with so little regard. How a hotel can say there was no liability when the photos clearly showed the table had been moved to a position which caused the fall is beyond me, but that apart my poor parents have stressed over this for almost 10 months & no apology for that, just disgraceful...in my opinion.

lexi

Kezzygirl, that's what you have to do. You book through. A travel company & have to go through their company...you cannot do it direct with the hotel as it's abroad & your contract is with the travel company not the hotel.

wealdroam

Why did the travel insurance company reject the claim?

Johno100

kezzygirl wrote: »

So your mum walked into a table and fell, fracturing her wrist? Not sure how this is the holiday companies fault...

And where does the Travel Agents come into it?

lexi

Wealdroam, My mum has the letter so I can't remember exactly but I think the letter said that it was deemed 'an accident' The coffee tables situated close to the chairs wasn't unusual in a hotel. I am sorry I don't remember much more, all I can hear is how upset mum was..

lexi

Johno100 wrote: »

And where does the Travel Agents come into it?

Johnno as I said to Kezzygirl, as. The holiday was booked with a travel agent, you have to report all to them, both abroad & at home. As they couldn't help further, they asked for my parents to send the claim to the 'aftercare' team, which is the insurers.

Torry_Quine

From the information you've given I don't see how this was anything other than an accident.