Holiday cancellation due to cancer

Smileychick75

Hi There, A good friend of mine in her 70s has had to cancel a holiday abroad due to her husband being diagnosed with lung cancer. The travel company have told her that she is not entitled to a refund, however, she is able.to claim on her travel insurance. In order for her travel insurance to proceed with her partial refund, she needs to provide proof of the booking - in particular an itemised bill. She has tried to contact the travel company and they are refusing to.provide this. At the time of booking, she was given a verbal breakdown of costs over the phone, which she wrote down, and now all of a sudden they can't help her. Please can anyone help with what to do next? As you can imagine, this is a very stressful time for my friend and her family, particularly now that caronavirus has struck, putting her husband's cancer treatment on hold. 

Many thanks

TELLIT01

Did she not receive anything in writing when she booked, or in the post / e-mail shortly after?  Sounds very odd but I can understand she may be struggling given her situation.

Alfrescodave

How did she pay? The payment should show up either in her bank statement or credit card statement. Whilst this isn't detailed information it will show that a payment has been made to the travel company

sheramber

Why is it a partial refund?

Sooler

right of access, commonly known as making a subject access request or SAR

https://ico.org.uk/your-data-matters/your-right-to-get-copies-of-your-data/

Alan_Bowen

Every tour operator or agent is required by law to provide a confirmation invoice detailing the costs of the holiday if they do not then there is something very suspicious going on. Tell your friend to make one final request and if nothing appears, then report the issue to the trade association they belong to or if they have an ATOL Certificate, to the CAA