Denied a refund for a postponed event

JoanneEUK

Hi there. This is quite a long story, so I will do my best to keep it as succinct as possible.

In December 2019 I booked 2 tickets to attend a convention in Paris in July 2020, totalling €817.96. This was then postponed several times - to later in 2020, then to early in 2021 and finally to September 2021. It is now taking place this weekend - 18th and 19th Sept. The event organiser offered for tickets to be transferred to the new dates or if you couldn't attend these, a voucher which followed the French Government's scheme of issuing a voucher/credit note which, if not used within 12 months, a full refund would be given. I was unable to attend the new dates and requested a voucher. I was told that I had to give a valid reason (but they won't tell us what a valid reason is) and to then provide evidence for not attending (and they won't tell us what is acceptable evidence). I can't attend as I lost my job at the start of the pandemic and they have said that is not a valid reason and have refused me the voucher. 

I have contacted my credit card company and they cannot help as the convention organiser uses a middleman platform to sell their tickets which means they can't chase the refund any further than that. The ticket platform don't issue the refunds, referring you to the organiser. I put in a reqest with them anyway, but to no avail. 

The original terms and conditions for the event only say this - "In case the event is postponed, tickets will be automatically transferred to the new dates announced. If you cannot attend the convention at that date, you will be invited to contact us. In case the event is cancelled, tickets will be refunded." It is so very vague.

I have put together a 'case' of sorts detailing all of the background and contact I have ha with the organiser, which I have sent to the ECC to see if I have any rights in this situation, but that was over 2 months ago and I have had no updates since. 

Through their social media channels, I know that there are at least 15 other people who are in the same situation with their reason for not being able to attend the new dates classed as not valid. 

I feel like I have done everything I can and am hitting a brick wall. Any further advice or guidance would be appreciated.

Thank you

Jo

pinkshoes

I'm assuming this was not purchased through a UK company so will be down to French law?

If you lost your job and not working then surely you ARE available to go? Or do you mean that you cannot afford to now pay for the travel to go?

Not being able to afford travel is not a valid reason to not be ABLE to go... 

Are you sure your credit card cannot help? I would try contacting them again.

JoanneEUK

Hi. Yes, it is under French law which is why I have contacted the ECC as they help when you are dealing with an EU country. Like a lot of people, I had several events booked, including this one (and its associated bookings) and for each and every one, I was offered an alternative date and if that date wasn't suitable, I was immediately given a refund. I didn't have to provide a reason or evidence as to why I couldn't attend. This is the only company that has done this. I don't see why they are requesting this information?? And then asking for evidence?? How can I prove that I lost my job without providing them confidential data that they aren't entitled to have? My husband is also unable to attend due to all annual leave at his company being suspended from September to early January. But, again, I don't feel that this information should be given to them or that it is a genuine request or a legal requirement for a refund to be issued, as the vouchers were a government scheme.
When I spoke to the credit card company, I was put through to the department that deals with refund claims, I gave them the name of the ticketing platform being used and they checked on their company status. I believe that what they said is correct but also that I could phone them again 

I'm sorry if I've gone off on one a bit! It's so frustrating   

y3sitsm3

JoanneEUK said:

Hi. Yes, it is under French law which is why I have contacted the ECC as they help when you are dealing with an EU country. Like a lot of people, I had several events booked, including this one (and its associated bookings) and for each and every one, I was offered an alternative date and if that date wasn't suitable, I was immediately given a refund. I didn't have to provide a reason or evidence as to why I couldn't attend. This is the only company that has done this. I don't see why they are requesting this information?? And then asking for evidence?? How can I prove that I lost my job without providing them confidential data that they aren't entitled to have? My husband is also unable to attend due to all annual leave at his company being suspended from September to early January. But, again, I don't feel that this information should be given to them or that it is a genuine request or a legal requirement for a refund to be issued, as the vouchers were a government scheme.
When I spoke to the credit card company, I was put through to the department that deals with refund claims, I gave them the name of the ticketing platform being used and they checked on their company status. I believe that what they said is correct but also that I could phone them again 

I'm sorry if I've gone off on one a bit! It's so frustrating   

I don't see why a letter confirming your employment status is confidential.  It's personal information, but as you've already told them you're now unemployed it's not like they don't know it.

It's not an unreasonable request, and you seem to have shot yourself in the foot by not providing it.

custardy

This seems the simplest valid reason.

"My husband is also unable to attend due to all annual leave at his company being suspended from September to early January."

I assume you would be travelling as a couple and as such cannot attend

Undervalued

custardy said:

This seems the simplest valid reason.

"My husband is also unable to attend due to all annual leave at his company being suspended from September to early January."

I assume you would be travelling as a couple and as such cannot attend

Why is that a valid reason?

It is not the event organisers problem. Under UK law, an employer can always refuse annual leave, providing the employee is allowed to take it at some point during the year. They can also cancel leave that has already been agreed simply by giving notice of twice the length of the leave. So, to some extent any employee takes the risk of this happening when they book holidays etc.