Love Holidays - no credit voucher hours after my friend was given one

charlibish

On Thursday evening, me and my sister began showing symptoms of Covid so we could not go on our holiday on Friday. Friends who booked separately from us, with Love Holidays, also decided not to go on the same holiday 4 hours earlier, and they were able to click on Manage My Booking and move their holiday. 4 hours later, when I tried to do the same, the option of moving our holiday was not available. We tried to get answers in the chat but this was no use. It said nothing could be done within 5 days of the holiday, which is very strange as my friends were able to move their holiday on the same day. 

The next morning I rang customer services and was told there was nothing they could do to help and to contact our insurance. Our insurance won't cover the cost of the holiday if we don't actually test positive for Covid. Easyjet has refunded our flights but we are still hundreds of pounds out of pocket for the accommodation and transfers. I am very angry about this, particularly that on the same day, friends were able to move their booking and I wasn't.
Conveniently LH doesn't have an email address or any way to complain, and their customer service staff on the phone just shut us down saying nothing could be done. Has anyone got any advice (apart from never book with them again!)?
Thanks.

elsien

They have a postal address for complaints. 

you can write to us at our postal address below.

The Legal & Compliance Department 
loveholidays 
5th Floor 
3 Shortlands 
Hammersmith 
London 
W6 8DA

https://www.loveholidays.com/faq/questions/how-can-i-make-a-complaint/

Did you get a transcript of the webchat, or take a screenshot where they said they couldn’t do anything when you did try to amend it? 

I would suggest also quoting their own terms and conditions at them.

https://www.loveholidays.com/faq/questions/uk-self-isolation-covid/

However there is a caveat that non-refundable bookings can’t be amended so it does very much depend on what you booked. 

bagand96

Could it be that your accommodation was booked on a Non-Refundable rate whereas your friends was a flexible rate?

CKhalvashi

It will depend on the terms of your contract with LH.

I'm not sure what your destination was, but the key indicator here is going to be whether the FCO was advising against travel to the destination.

Your health status is not the issue of LH, so as there was no positive test, this appears to me to be a change of mind. On a moral basis though, I agree completely with the decision you've taken.

As Elsien says, it may be worth contacting them by letter or using Resolver (proof of delivery if posted, not recorded delivery) and explaining the situation to them.