Refund from Thomas Cook through Travel by Inspire

cris01

Hello, I don't know if anyone can help me with this.
I have a child with disabilities and I have been awarded a £500 travel card for a holiday, that has to be used through a company called Travel by Inspire.
You have to book the holiday through their call centre to use the travel card.
So I rang up to book a holiday with Thomas Cook. I had already found the holiday I wanted on the T.C. website, with a price of £2,996.00. I told the operator this when I first rung, as I had heard that some people had been charged more, when they were supposed to price match. The operator I spoke to told me the price, I heard her say £3,000 but not the rest of the price. But she did say that there was only a £10 difference, she had it down as £10 more than the price I had said. So I booked it. This was at 5pm.
The next morning I looked at the confirmation and it said £3,600.
I rang up Inspire straight away, they said they would listen to the recording of the call. Then they rung me back and said we were both at fault, myself for not hearing the price properly, and the operator for not hearing what I said.
They got in touch with Thomas Cook to cancel it, which is what I wanted.
Thomas Cook have got back to say that they will cancel it but it will cost £300 (£100 per person). But Travel by Inspire are saying that it is both mine and the operators fault, so they will pay £150 and I have to pay the other £150.
I am really angry about this as if the operator hadn't said there was only £10 difference I would have asked them to repeat the price.
We haven't been aboard for 7 years, and I am a carer (the holiday is for myself, my son and my daughter) so not got lots of money to spend.
Is there anyone I can complain to?
Thank you for reading

Tigsteroonie

cris01 wrote: »

I am really angry about this as if the operator hadn't said there was only £10 difference I would have asked them to repeat the price.

But according to the recording, they did tell you the price. So I think they are correct in saying that you share some responsibility for this.

If you really want to pursue this, I'd suggest getting back in touch with the charity who gave the grant (yes, I know who you mean) and let them know what has happened. I know that there is a lot of bad feeling towards this contract they have with Inspire, accusations of Inspire profiteering unless you force them into a price-match offer, reduced market for holidays, and bad customer service when something unfortunate happens. If people don't complain, the charity will continue to use Inspire.

cris01

Thank You for your reply. I have had something similar with Inspire before, and also had a percentage mark up applied on a different occasion, so I have already complained a couple of times.es, but it hasn't made any difference. :-(
But I will complain again. I tried to go to a local independent travel agent who used to take the cards, as there is less margin for error and I feel more comfortable booking face to face rather than over the phone. But the travel agent informed me that as of 3 weeks ago, the company have instructed them not to take the cards anymore.

cris01

Thank You for your reply. I have had something similar with Inspire before, and also had a percentage mark up applied on a different occasion, so I have already complained a couple of times.es, but it hasn't made any difference. :-(
But I will complain again. I tried to go to a local independent travel agent who used to take the cards, as there is less margin for error and I feel more comfortable booking face to face rather than over the phone. But the travel agent informed me that as of 3 weeks ago, the company have instructed them not to take the cards anymore.