Secret Escapes

missile

Hi,
Be careful which travel agent you buy from.
Secret Escapes are quick to take your cash, but no help if and when you have an issue:

• Thank you for your email.
• Your holiday provider is Exoticca, therefore your contract and even ATOL certificate is with them.
• You have to legally claim your refund with your holiday provider.
• We are sorry but we cannot assist in this matter.

Browntoa

It's perfectly clear in their terms and conditions on sign up , the holiday is provided by a 3rd party , not them . Your contract is with the travel provider 

missile

Perfectly clear  Secret Escapes do not own the planes or the hotel .
When I buy a sub-contracted product or service from any company, I do expect them to help when things go wrong.
Many travel agents are very helpful.
My point is remember those who are not and choose a provider who will help.

Browntoa

They do arrange some holidays themselves but yours is not one of those .

In your case they are an "introducer" or shop window . They get a kick back for each sale .

You have the first type 

o

missile

I don't get what point you are trying to make.
Any company who sells anything is responsible for what they sell.
It makes no difference, if that product or service is sub-contracted, they are still responsible.
A good travel agent will offer assistance, a bad one will not.
PS: Those "really helpful" screen shots you are posting have been revised long after I booked my holiday, prior to Covid 19.

macman

You clearly don't understand the difference between a subcontractor/contractor and an agent. In this instance, they are an agent: you have no contract with them.

[Deleted User]

maybe if you’re can look at the terms you agreed to or better still post them here then others may be able to advise further?.  Lots of people in similar situations when they booked accommodation only with online agents and not packages in which case the agents are responsible for refunding.  That is IF the holiday wasn’t available.  It’s all a minefield- and in the small print 

Check your original t’s and c’s and also your insurance to see if that covers you?  You don’t give a lot of details such as when/where you were going Depends on the reason you couldn’t go as to which route you go down.   

   

missile

macman, The point I was trying to make is: Be careful which travel agent you buy from. 

I have no interest in a debate about subcontractor/ contractor / agent and consumer rights.
++++
Tedber, I was not seeking advice, merely making an observation that in the future we need to be more careful who we book with. For your info: This holiday was booked using a credit card and I am pursuing a charge back which I hope will be successful.

[Deleted User]

Ahhh I see.  Fact is you could add so many more to the list.  It isn’t just secret escapes.   The way I am knocking them off the list I won’t have any options in future lol 😂.   Strange times.  

If we are ever ‘back to normal’ people will forgive and forget and those agents who survive will be able to pick up.    Hopefully.   As you say this has been a steep learning curve for everyone.  

missile

Hi Tedbear,
Maybe we should make a (much ) shorter list for those who have been helpful?

eskbanker

missile said:

Any company who sells anything is responsible for what they sell.
It makes no difference, if that product or service is sub-contracted, they are still responsible.

missile said:

The point I was trying to make is: Be careful which travel agent you buy from. 

I have no interest in a debate about subcontractor/ contractor / agent and consumer rights.

But the counterpoint is that it's important to be aware of the roles and responsibilities of relevant parties when booking packages, as it's too simplistic to assume that the organisation that you initially dealt with is the one responsible for resolving issues, as if they really were subcontracting as such (they're not here) - the Package Travel Regulations 2018 differentiate between the roles of 'organiser' and 'retailer', with the former retaining more liabilities than the latter if they're different entities.

Many travel agents, including Secret Escapes, can act in either role, as highlighted by the small print quoted earlier, so knowing who your actual package organiser is is actually relevant - you can choose to liaise with them via the retailer if you wish but that doesn't actually alter the legal rights and obligations:

17.—(1) The provisions of this regulation are implied as a term in every package travel contract.

(2) The traveller may address messages, requests or complaints in relation to the performance of the package directly to the retailer through which it was purchased.

(3) The retailer must forward those messages, requests or complaints to the organiser without undue delay.