Private transfer never arrived

DoaM

Expect a fight, or at least or fair degree of intransigence until they finally accept that they actually DO have some S75 liability.

powerful_Rogue

DoaM wrote: »

Expect a fight, or at least or fair degree of intransigence until they finally accept that they actually DO have some S75 liability.

Thanks DoaM. Fully expecting a battle, but armed with the link Unholyangel posted I can throw that at them.

powerful_Rogue

Prior to finding out about the S75 advice above, I sent Sunshine the following email -

Thank you for the reply and attachments.


Looking at the GPS report, am I right in thinking that the car that was supposed to collect us was outside at 1835hrs?

Did the car that apparently collected the Williams arrived at 1755hrs and leave at 1825hrs as per their GPS report?


I have made in perfectly clear in my original complaint and also when I spoke to the emergency number that evening that as soon as we went outside, there was a white vehicle with an A2B sign looking for passengers called Williams. How would I know this if I wasn't waiting outside 20 minutes before our scheduled departure time? This fits in perfectly with the 1835hrs arrival, however the vehicle clearly had the wrong name, so wouldn't take us.


As we seem to not be getting much further, especially with the very short responses from the supplier, can you please advise of the next stage of escalation. If there is no further stage, then I have no other option then to compose and send a "Letter Before Action" before filing a claim with the Small Claims Court so they can decide the matter on the balance of probabilities.


I take note of the blurb in your last response, so can you please advise who I would have to issue proceedings against. I am under the impression that because I booked and paid Sunshine.co.uk this would be against yourselves, however what you have stated contradicts that. If that is the case, please can you explain why. If I am correct, please can you supply your head office address for documents to be sent to.


Regards

and

Further to my last email, upon contacting A2B Transfers upon our return, they stated that as one leg of the private transfer had not been used, they was going to refund that half of the payment. However, that payment has not been received and it appears it wouldn't have because I paid Sunshine.co.uk


Can you advise whether this has been refunded to yourselves and needs to be passed along, or can you clarify how we are going to receive this refund from A2B.


Please note the complaint is regarding the additional £100 spent to get a taxi due to them not collecting us, and not the refund of half the fee, however surly this would act as some of admission on their part.


Regards

Had the following email today which seems a bit more promising. Will see how this pans out before contacting Barclaycard.

Thank you very much for your further correspondence.

We are not satisfied with the supplier response to date, therefore we have requested further information in order to provide a comprehensive response for you.

With regards to the refund, we have requested written confirmation of this and once received we will arrange an immediate refund to you, which will be returned to the card registered to your account.

With regards to taking it further, the next step would be to contact ABTA, however this would only really be suitable once we've exhausted all avenues with the supplier.

Consequently as an ABTA bonded Travel Agent we have an obligation to provide you with their response, or a reply containing an explanation for any delay in responding, no later than 28 days from today. However given the circumstances, I have requested that your case is fast tracked. Please be advised that your case has now been escalated to management and therefore we aim to provide you with the suppliers response, or a reply containing an explanation for any delay in responding, no later than the 21st October 2016.

sunshine.co.uk acts as disclosed retail agent for all suppliers at all times.

Thank you once again for your continued patience and I will email you again as soon as possible.

Kind regards

mattyprice4004

Wow, I can't believe they haven't just refunded and taken it up with their supplier.
I interviewed with a large holiday / flight supplier, and the emphasis was always very much on 'we make sod all as a percentage, so don't screw up or you'll probably lose your job'.

Although they keep saying they're not responsible, you paid them - I'm not sure a court would uphold that they weren't culpable for the mistake.
I think the evidence supplied so far is pretty damning!

powerful_Rogue

Had a nice email back from the hotel today.

[FONT=&quot]Hello again,[/FONT][FONT=&quot] [/FONT]
[FONT=&quot]We are sorry to inform you that as our privacy policy we do not share any information to the thirth parties. [/FONT][FONT=&quot]​[/FONT]
[FONT=&quot]Our CCTV records are deleted automatically in 30 days. [/FONT]
[FONT=&quot]But if you describe yourself for us where exactly you were standing between these hours you mentioned [/FONT]
[FONT=&quot]and what you were wearing to be detected by which camera(s) you were being recorded that day [/FONT]
[FONT=&quot]you were supposed to be picked up, we may find and keep the records in case to deliver to law courts [/FONT]
[FONT=&quot]or relevant authorities if necessary.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Best Regards[/FONT]

I've sent them an email back describing what we were wearing/carrying, times and places we were - basically from 1845hrs until 1920hrs outside the front of the hotel (Sitting or standing).

Also mentioned the white car that was directly outside the front with the A2B sign, that we approached him and showed him our transfer paperwork. (Luckily he got out of the car to read it better).

Asked if they could confirm the times we were outside the front, confirm we did speak and show the driver the paper and at what time this happened.

Once they get back with this confirmation, I'd like to think its case closed!

powerful_Rogue

Just when I finally thought I was getting somewhere, I got this email today.

Firstly thank you for your patience with this matter.

Further to your earlier correspondence, please find the supplier's latest update below:

The receipt you have sent is for
30-09-2016 yet the client travelled 29-09-2016.

The accounts department cannot
unfortunately accept the receipt.
As stated above, the current taxi receipt is invalid, therefore as your flight departed on the 29/09/16, can you please re-contact the hotel and request a receipt to coincide with your return flight details.

Upon receipt we will forward this onto the supplier.

Really feels like im bashing my head against the wall sometimes! This was what I originally sent to them along with the receipt.



Link to read bigger text - https://s21.postimg.org/bad0oqhrr/hotel1.png



Seems like common sense has gone out the window. Now im going to have to contact the hotel again and see if they can get a modified one. Not sure how much further the hotels good will is going to go with assisting me.

powerful_Rogue

A further update. Received the following today.

Firstly thank you for your patience with this matter.

Further to your earlier correspondence, please find the supplier's response below:
I would firstly like to say again how sorry I am
are that your customer found cause for complaint whilst they were away
and that the compliant has dragged on for this long.

The client mentioned they could not obtain a
receipt due to language barrier but the then sent a taxi receipt a few
days later with the date of 30th
when they travelled on the 29th.

When we received the receipt from the client
we called the hotel to verify the cost of taxi from the hotel to the
airport, the hotel advised it is an average
of € 50. We cannot refund the taxi claim but we will refund 100% of the
booking which is £ 74.74 as a gesture of goodwill.

Please pass our apologies to the client .

Without Prejudice - To receive the refund of £74.74 in full and final settlement of your complaint with A2B Transfers please would you confirm your acceptance by replying to this email within 28 days of today's date and we must then process the refund to the card used at the time of booking.

As sunshine.co.uk act as an agent we cannot comment on any response but instead work with you to try and get a resolution that both sides agree on.

Customer feedback, be it critical or complimentary, is vital to the future success of our business and we appreciate the time you have taken to send us your comments which has given A2B Transfers the opportunity to investigate.

Failed to answer any of the questions I previously put to the supplier, and that was the outcome of their full investigation.

My response was as follows:

Thank you for your response.


I do not accept the sum of £74.74 as full and final settlement, however I am willing to accept £74.74 as partial settlement.


I am also concerned regarding the so called investigation the partner is supposed to have carried out.

The client mentioned they could not obtain a
receipt due to language barrier but the then sent a taxi receipt a few
days later with the date of 30th
when they travelled on the 29th


Did you not forward onto them the email I sent to the hotel explaining the situation and asking for the hotel to contact the taxi company for a copy of the receipt? This email clearly explains to the hotel the issue of the language barrier and why I was contacting them for their assistance.


When we received the receipt from the client
we called the hotel to verify the cost of taxi from the hotel to the
airport, the hotel advised it is an average
of € 50.


This is neither hear nor there. Instead of trying to look for loopholes to escape liability, why did the partner not contact the taxi company to verify that travel took place on the 29th September? This whole situation has become ridiculous and I notice that partner has still not responded to any of the questions previously asked.


Attached is a response from the hotel regarding the incorrect date on the receipt. This was received 10 days ago, however still no updated receipt has been sent to me. However again, I would like to think on the balance of probabilities a court would decide that the receipt is valid and an error was made by the taxi company with the date.


By the tone of the response from the partner, it seems I am being accused of fraudulently trying to obtain a refund here. Are they now saying that even with a receipt they would only pay an average amount?


Please advise what the procedure is from here.

The screenshot I attached was from an email the hotel sent to me saying:

[FONT=&quot]The receipt we have sent you is valid but only the date is not.[/FONT]
[FONT=&quot]Regarding to this issue we will contact with them and request them to make a correction about changing the date.[/FONT]
[FONT=&quot]From 30.09.2016 to 29.29.2016.[/FONT]
[FONT=&quot]We will send you correct receipt as soon as possible.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Best regard.[/FONT]

JimmyTheWig

Are you claiming 100 Euros? And they're offering £74?
Not worth going to court over the difference, is it?

steampowered

£74 seems like a reasonable settlement to me. At some point you are going to have to decide whether it is worth taking that and moving on.

DoaM

Are there not 2 aspects here?

1. The monies paid already for the transfers
2. the additional taxi fare

How much should be due back for item 1, and how much for item 2?

As a minimum, ALL of item 2 should be refunded.