Desperately in need of advice!

soraya_2727

I booked a package holiday, for the 3rd August, with On The Beach online travel agents back in January of this year. I paid for the flights immediately and the remaining balance was due on the 17th July. I made several attempts to contact the travel agent to discuss my holiday, including a possible change of destination, what would happen if my holiday wasn't able to go ahead etc. They didn't answer any of my concerns, apart from a very basic instruction to look for another holiday with the same flight carrier. However, when I tried to do this via their online holiday finder, they had no holidays available with TUI flights (my flight carrier). I again made several attempts to contact them but they didn't respond to me emails, and they turned their phone line off. I then assumed that they were not responding as my holiday would be going ahead. I sent them an email informing them that I had a new bank card and needed to change my payment details in order for the payment scheduled on the 17th July to go ahead. Again, no response until the 16th July instructing me to go online and update my details via their payment platform. But by that time I had contacted the hotel directly to find out if they were open and they advised that they wouldn't be open until the 8th August. I was due to stay at the hotel from the 3rd August. Once again, I emailed the travel agent informing them that the hotel was closed and that I have email confirmation directly from the hotel, but still no response. On the 27th July I started received emails from On The Beach demanding payment for the hotel. I sent email after email, tried calling them, but all with  no success. They the sent me an email stating that my holiday has been cancelled due to failure to pay the balance for the hotel. They've not mentioned anything with regards to a refund for my flights neither. And to make matters worse, they sent a final email in response to all the concerns I raised since 3rd June, stating that they cannot respond to my concerns as my holiday is now cancelled. Someone please help me! I don't know what to do to get my money back. The rules for these travel agents seem to be changing daily and not to the benefit of the customers.

[Deleted User]

Oh dear soraya.   The rules haven't actually changed, it is the circumstances that are changing but the one constant was that you had to pay for your holiday in full otherwise it would be treated as a cancellation by you with the normal t's and c's.    I was under the impression funds could still be requested from a bank account even if you got a new bank card?  Obviously not.   

Where were you due to fly to?   Could go in your favour if flights and hotel were cancelled and you have proof you tried to contact to make payment of the remainder of the holiday.    Have you checked to see what your insurance covers you for?    

Unfortunately due to the sheer volume of people to get through, OTB like most other online agents, would have been working in strict order of travel to respond.    They would not have been able to answer your questions about August in June.   You either had to be patient, or cancel, which is what in effect you did.     I am so sorry can't be more positive, maybe others might be able to help some more?