Direct Ferries Refusing Refunds when they cant offer an Alternative

Jim_Gordon

I booked a ferry from Hull to Zebrugge in April this year. As with many others this was cancelled and Direct Ferries offered a creit note which I refused, however as I planned to travel next year on same service it wasn't a big issue. I was advised that the new timetable would be available end of September I now understand that this service is being withdrawn. I assumed that a refund would be given but on contacting Direct Ferries I received this response:

We are sorry that you are unhappy at receiving a voucher instead of a refund for your cancelled sailing. However, due to the exceptional circumstances surrounding the Covid-19 pandemic, ferry operators have made changes to their cancellation policies and are only offering vouchers for future travel, rather than the usual cash refund. As a ticket agent, we are subject to the cancellation terms set by the ferry operator, and as such, we can only provide you with the voucher they have provided.

We understand that this may not be ideal for you, but we hope you can understand that on this occasion, the decision is beyond our control. We value your custom and look forward to helping you with your next booking when you're ready to redeem your voucher.

 Please note that due to the large volume of customer queries we're receiving at the moment, we will not be able to reply to any further queries you may have regarding the issuing of your voucher.

So not sure what to do now, Claim my insurance, Claim the credit card company, Go to court. It would seem Direct Ferries are abdicating their duty under the law as I understand it

Jim Gordon

Alan_Bowen

Direct Ferries is just an agent, the contract was with P & O Ferries who have since announced they are closing the route. It all depends on whether P & O were refusing refunds or not and the agent decided to issue the voucher. Is it a  P & O voucher or Direct Ferries? If P & O I would call them and say in view of the closure of the route you have no use for the voucher and want the cash!

Jim_Gordon

I am going to have a crack at P&O now. As you say Direct Ferries are taking no responsibility for the refund. I believe the voucher is from P&O yet  P&O were not entertaing any refunds and issued a voucher through DF which I already refused yet try and use it with P&O they insist you must go through Direct Ferries and Direct Ferries state it must be a P&O ferry that is re-booked. all a bit have your cake and eat it.
Now really wondering where the benefit is in booking through DF, other than as a comparrison website, no wonder there are so many poor comments on the review websites