Planet/Iglu Cruises

fantasy222

There are 300 very angry holiday makers who have booked holidays with Iglu cruises and the company have not refunded them for cancelled holidays. This is what I have written to the CEO

The global pandemic has had a devastating effect on the leisure industry in this country and thousands of holidays and flights have been cancelled as I am sure you are only too aware.

I am one of 300 people who have been affected by the cancellation of cruises booked through your company. We are all affected by your reluctance to act honourably and within the law, by refunding quickly the fees taken for holidays.

Some have threatened you with legal action while others have submitted claims to their banks. What we all will not be doing in the future is using Iglu cruises ever. The trust of loyal customers booking with you again has been destroyed forever.

I have also been badly affected by this pandemic as a Childrens entertainer and I know only too well how hard it is to earn and maintain the trust of the public. Any disposable income is precious, unlike the essentials of life and is therefore to be spent with a guarantee of trust.

Iglu staff have been instructed to tell customers that you can not refund them as you have not received the funds from the cruise and holiday companies. In my case I know this is not the true as I contacted TUI who  told me that they do not have any of my funds in their accounts and could see no reason why Iglu should be holding on to my money.

I am not content just sit back and let Iglu take liberties with my money and have sought legal advice on charging interest on the money that you are illegally holding.

Sadly this pandemic has given you a legal loophole and my solicitor has advised me that any court action for extra payments is likely to fail.

Regardless of any court action to claim for interest payments please note that I have copied this letter to the following individuals and organisations:

Tom Pursglove MP member of parliament for Corby and East Northants.

BBC Watchdog

BBC Three Counties Radio Consumer Show

Martin Lewis (Money Saving Expert)

Which (Consumer Organisation)

It is rather cowardly and unprofessional of you to delegate low paid staff to handle the upset you and your directors have caused.

 

Yours sincerely

 

Mr Robert Riley

vandams

Have you had any success, how can we contact the BBC watchdog?

sunnysideup43

I would be interested to hear whether you've had any response from anyone.  We've been waiting for over 140 days for a refund.  No response via email or through their website.  Getting very frustrated by the situation and would like ideas about how to get them to give us our money back, quick!

Alan_Bowen

Watchdog is all but dead at the BBC, its a 5-minute slot in the One Show and their investigation team who did all the work has been disbanded. The only consumer show now is Rip Off Britain which has 45 minutes but only runs for three weeks at a time so not a regular programme. Though it is an abominable paper. the Daily Mail is now the place to go with holiday complaints if you want publicity although whether it is effective or not is another matter. Chargebacks seem to be the only way to get refunds from some companies, and there is a strict 120 day limit from the intended date of travel. If you book directly with the supplier, rather than through an agent and use a credit rather than a debit card, claim under s 75 of the Consumer Credit Act. If you can show the agent has been refunded but refusing to pass it back to you, then I think you can still try s 75 on the basis that the travel agent has broken its obligation to act on behalf of the principal to refund you and is therefore also in breach of contract

CheekyMonkey68

Hi Folks
Received refunded yesterday back to credit card 12th Oct 2020, by Iglu. Requested refund to Planet/Iglu in June,  for a May 2020 departure.
I had just drafted my 28 day notice pre-action letter for small claims, when it came through. I had section 75'd Santander Mastercard about 3/4 weeks ago, who then requested a chargeback as apparently quicker, but no progress  to date, must cancel this! You can also chargeback on credit card, but goodwill, not law, time limit is up to 540 days.
Agree that it is a good idea to get confirmation from the cruise line that they have refunded Iglu first, although not essential. Then I would give the notice of action straight away, they wont want 8% interest added plus costs for small claims or a CCJ against them.
S75 and chargeback has been inconsistent, The governing bodies have been ineffective, and a waste of time.
If the cruise line has folded then its a claim with ABTA, or ATOL if more than one element to package, eg. cruise and flight, but that is taking 90 days plus for a response. 
If you join the IRAG facebook page (Iglu refund action group) There are 1000s in the same boat!! On the page you will find files-top right, with draft claim letter, email addresses of all the Directors and Iglu/Planet CS etc. Very supportive page and lots of good advice!
Looking at the feedback on the IRAG page those who have sent the pre-action notice letter have been refunded in the last few days of their notice period, so it seems small claims/pre-action works.