News story: Holiday Extras backtracks on cancellation refunds

MSE_Laura_F

Our news story is live:

Holiday Extras backtracks on cancellation refunds - it now WILL give many cash back
https://www.moneysavingexpert.com/news/2020/06/holiday-extras-refunds-update/

DPS-2016

Including cancellation fees?  
So they cancel, and I have to pay!?  Absolutely not.  

[Deleted User]

I would like to say something positive about Holiday Extras. My husband and I were due to go to Province this September but  we decided to cancel sooner rather than later. I had read on the HX website that any bookings after June would not be processed as yet. However, I did email them to say I had cancelled my flight and gites. HX then sent me an email stating that they had given me a voucher for 100% of the parking fee (I did not pay the cancellation waiver). I'm happy with that as I tend to travel regularly so will use the voucher next year. However, HX did not hesitate to help me out - they did not have to - I cancelled at least two months hence. So it is worth getting in touch with them.

Marbil

I am furious that the a £10 cancellation charge is being deducted when the airport lounge we booked was closed if we had travelled Surely in this instance this merits a full refund as they would have been unable to provide the service we had paid for!!

mattyprice4004

Like it or lump it, I guess - losing a tenner is better than losing the lot. 

Unfortunately the joy of middlemen like this is fees and charges to beef up the profit margin.

KEVL

Holiday Extras are an absolute joke. Just received an email offering a cash refund but minus a £10 cancellation charge. This is despite paying for a cancellation waiver at the time of the booking which as per their T's and C's below states that no cancellation charge will apply. Needless to say I will not be accepting this and have requested they remove the £10 charge and refund me for the cost of the parking minus the cost of the waiver itself.

Cancellation Charge Waiver

You must select and pay for the Cancellation Charge Waiver when you make your booking. This will protect you if you subsequently cancel your booking in accordance with our Cancellation Policy, and Holiday Extras' normal cancellation charges (£9.50 parking, £15 hotels and hotels-with-parking) will not apply.

yakima

Holiday Extras not refunding... again!. Booked car parking for holidays that should have been taken in April and December 2020 but due to Covid restrictions both holidays were cancelled. As HE backtracked on their initial unwillingness to offer cash refunds they relented and issued vouchers. Fortunately I was able to use the voucher for the April car parking booking for a holiday now booked for August 2021. Regarding the December 2020 booking however they tell me that as I cancelled it (NO... they did) after the start of the booking period I cannot receive a refund (nor even a voucher it would seem). We were sat at the check-in desk at Manchester Airport on Dec 21 to be told to go home as the flights had just been cancelled. So why should I forfeit money paid for a service I never received due to circumstances out of my control?

eskbanker

yakima said:

Regarding the December 2020 booking however they tell me that as I cancelled it (NO... they did) after the start of the booking period I cannot receive a refund (nor even a voucher it would seem). We were sat at the check-in desk at Manchester Airport on Dec 21 to be told to go home as the flights had just been cancelled. So why should I forfeit money paid for a service I never received due to circumstances out of my control?

Surely if you'd already parked your car as booked then the fact that you had to return to it much sooner than you'd planned doesn't mean that HX are responsible for refunding that either fully or partially (unless there are any terms in the booking that covered partial reimbursement for premature termination)?  Sounds more like an insurance claim, if the excess makes this worthwhile....

Pollycat

yakima said:

Holiday Extras not refunding... again!. Booked car parking for holidays that should have been taken in April and December 2020 but due to Covid restrictions both holidays were cancelled. As HE backtracked on their initial unwillingness to offer cash refunds they relented and issued vouchers. Fortunately I was able to use the voucher for the April car parking booking for a holiday now booked for August 2021. Regarding the December 2020 booking however they tell me that as I cancelled it (NO... they did) after the start of the booking period I cannot receive a refund (nor even a voucher it would seem). We were sat at the check-in desk at Manchester Airport on Dec 21 to be told to go home as the flights had just been cancelled. 

I'm a bit confused.

As you were at the airport, you must have parked your car at the airport.

So how come Holiday Extras cancelled your booking?

yakima said:

So why should I forfeit money paid for a service I never received due to circumstances out of my control?

Surely cancellation of your flight was out of Holiday Extras control too?