Condor Ferries

Wig

Booked ferry crossing, on last page just before confirming credit card details and saying "proceed" it says

"by continuing with this payment process you are agreeing to condor Ferries t&c's terms and conditions" click on terms and conditions to read them. Seem ok to me, OK I agree click "proceed".

A few minutes later, I realise I made a boo boo, should have applied for Frequent traveler card first, then book ticket. No problem, phone CS tomorrow and sort it out.

My other half makes the first 2 calls:
1st call, lady abrubtly says No you can't do that, you have to have the card account first, nothing you can do.

OH phones me to say they said "no" I said, "but did you ask to cancell the booking and startover?" - no. Ok, try again.

2nd call, different lady, says, you can cancell but you will lose 20 pounds. OH "it doesn't say that in the t&c's"
Lady - Yes it does
OH - ask your supervisor please
Lady - comes back, SV says "no" sorry, I can read you the T&C, ok (OH has t&c printed from web page in front) Lady gets to a bit not on our print out.
OH - Sorry where does it say that
Lady - Using a passive agressive manner "I'm reading it to you"
Lady - continues and then offers to fax t&c's
OH - ok

OH phones me, I say I will take it from here.

I phone, ask for supervisor
SV - hello, are you the person who we fax'd the t&c's to? You should have recieved it by now, there's nothing we can do.
ME- I don't care about faxes, I only care about what is on my computer screen in front of me, you tell me where it mentions anything about 20pounds.
SV - It does say it
ME- no it doesn't
SV - it is clearly displayed on the website for everyone to see.
ME- Not on the page at the end of the booking process, just after entering your credit card details, it's not.

** A bit of banter **

SV- OK I will read what you refer to.....
ME- and phone me back.
SV- Yes of course.
ME - and when you phone back please have a copy of the t&c's as they appear on this page, so we can go through it together, because you obviously don't believe me.
SV - Yes, OK, I think if it's not there it will refer you to the "full t&c's"
ME - No it doesn't do that either.

** he phones back **

SV (apologetic tone) yes, you're right, of course on this occasion we will refund without the loss of 20pounds, and I will have the site updated...bla bla bla (instructions on how to proceed in order to get frequent traveller card before cancelling booking and re-booking)
Me - OK thankyou.

I applied for the card, and phoned him back, he cancelled and rebooked and gave us an upgrade, to say sorry.

Satisfactory outcome, but had to jump through many hoops to get it.