Voyage Prive

MaebyJade

Has anyone else booked a trip with this lot? We're supposed to be going to the Maldives on the 24th March, we've tried to call them to see what happens if they close their border or UK goes into lockdown by then but we're getting no responses. The phone lines seem to be switched off and they're not responding to emails. Looking online it seems that we're not the only ones unable to get hold of them. What are the options if the travel agent goes AWOL and the insurance company is advising to speak to them?    

tweetny1515

Hey we are in a similar situation but we are not due to be out in Maldives until 20th April, keep trying their phone line but you are right they have definitely switched it off!!! I've emailed twice now but not sure if they are sticking to their 48 hours response time.... shocking! would be interested to know how you get on please keep us posted! I guess if we can't get anywhere then the only way to get money back would be going through insurance? Surely they can't direct us back to the tour operator if we have tried all means??!! 

MaebyJade

Spoke to my travel insurance this morning (CoverForYou) and they told me that they don't cover package holidays and that I needed to either continue trying to contact Voyage Prive or speak to ATOL! To be honest I wasn't in the mood for arguing with them but I have re-read their T&Cs and nowhere does it say package holidays aren't covered! I've also received a generic email from Voyage Prive stating that I can cancel my booking for a credit voucher, which I don't want. When I went on to my account, the credit voucher amount is not even half the amount we paid! There's a message saying that we may receive a second voucher for the balance depending on Airline policy but doubt that will happen. I haven't cancelled because I read advise not to as by cancelling it breaks the contract between us and Voyage Prive, meaning they are no longer liable. 

leebut69

Hi all, I've been posting on my 'voyage prive credit only refund'.
We have been getting the standard responses after emailing them on;
complaints@voyageprive.com
Only getting a credit at this stage but still fighting!

vja260

I have a holiday booked to Sri Lanka and Maldives on 10 April and expect to get the same response, do you know if it is possible to claim on travel insurance for the costs if a voucher is offered? I will be interested to know how you get on, I’m being told that they are only accepting cancellations for trips to 31/3 at the moment and if I cancel my standard booking terms apply resulting in a refund of only £1600 on a £5250 holiday

Daveneale

I had a holiday booked to Canada a week Tuesday and followed all the advice given on MSE. When Voyage Prive put 2 bulletins up with clear instructions to get refund ie go into your account; go to your bookings then manage my booking and cancel my booking. Since they gave clear instructions and the fact they were putting in place "exceptional postponement conditions" I felt safe in following their advice. I RECEIVED AN EMAIL FROM THEM YESTERDAY SAYING THEY WOULDN'T GRANT MY REQUEST FOR A REFUND BECAUSE I HAD CANCELLED BECAUSE THE UK GOVERNMENT HAD NOT ADVISED AGAINST TRAVELLING.
The FCO advised UK nationals should avoid all non essential travel on the 17 March 2020. Voyage Prive advised this on their site on 17 March 2020 at 10:22 ( I took a screen capture as Martin advises)
I cancelled my holiday at 1835 on 17 March 2020.
How many more of us are in the same position?

soolin

Daveneale said:

I had a holiday booked to Canada a week Tuesday and followed all the advice given on MSE. When Voyage Prive put 2 bulletins up with clear instructions to get refund ie go into your account; go to your bookings then manage my booking and cancel my booking. Since they gave clear instructions and the fact they were putting in place "exceptional postponement conditions" I felt safe in following their advice. I RECEIVED AN EMAIL FROM THEM YESTERDAY SAYING THEY WOULDN'T GRANT MY REQUEST FOR A REFUND BECAUSE I HAD CANCELLED BECAUSE THE UK GOVERNMENT HAD NOT ADVISED AGAINST TRAVELLING.
The FCO advised UK nationals should avoid all non essential travel on the 17 March 2020. Voyage Prive advised this on their site on 17 March 2020 at 10:22 ( I took a screen capture as Martin advises)
I cancelled my holiday at 1835 on 17 March 2020.
How many more of us are in the same position?

So did you cancel the holiday or did they? The MSE advice is that you need to wait for them to cancel, if you cancel for any reason then you are not due a refund unless the T and Cs you signed up for allow one. 

MaebyJade

Daveneale said:

I had a holiday booked to Canada a week Tuesday and followed all the advice given on MSE. When Voyage Prive put 2 bulletins up with clear instructions to get refund ie go into your account; go to your bookings then manage my booking and cancel my booking. Since they gave clear instructions and the fact they were putting in place "exceptional postponement conditions" I felt safe in following their advice. I RECEIVED AN EMAIL FROM THEM YESTERDAY SAYING THEY WOULDN'T GRANT MY REQUEST FOR A REFUND BECAUSE I HAD CANCELLED BECAUSE THE UK GOVERNMENT HAD NOT ADVISED AGAINST TRAVELLING.
The FCO advised UK nationals should avoid all non essential travel on the 17 March 2020. Voyage Prive advised this on their site on 17 March 2020 at 10:22 ( I took a screen capture as Martin advises)
I cancelled my holiday at 1835 on 17 March 2020.
How many more of us are in the same position?

Unfortunately if you cancelled I think they've got you. I recall getting several emails telling me to go and cancel, which I ignored, each getting more and more persuasive. It was only a few hours before departure that they cancelled the trip on our account. Still haven't had a refund yet, despite several emails. The latest email stating that they are following ABTA guidelines! 

What I find frustrating in all of this is they are cherry picking which terms and conditions to follow. In your case they are saying you cancelled so no refund, as per the T&Cs. In my case however, they are ignoring the T&Cs and refusing a cash refund. 

soolin

For newbies (and you know who you are) it is considered bad manners to PM people and moan about them not understanding your own circumstances.