Where do I stand with travel company changing their T&Cs?

LF2811

Really grateful if anyone can offer advice....
We booked a ski holiday through an online company booking accommodation, ski pass, equipment hire, but not flights. At the time of booking, their website stated that a full cash refund would be offered if covid restrictions prevented us from going to the destination country. We asked this question over the phone before booking and received verbal confirmation that this was the case, as per their protection policy, as well as reading it for ourselves on their website.

Destination country (France) now not allowing UK visitors for holidays, so we contact the company to discuss our refund to be told that this refund policy only applies to trips where flights are also booked as part of the package. The line on their website now includes the caveat ('for flight-inclusive trips only'). We know for a fact, because we read it so many times, that this line was not included at our time of booking. The page on the website is the only place to find the policy, and confirms at the top that it has been edited recently. Unfortunately, we have no proof of what the website said when we booked a few months ago. Frustratingly we did not take any screenshots. Further, at no point during the booking process were we emailed a copy of any T&Cs, protection policy etc.

Any advice on where we stand on this? Appreciate it is now our word against theirs. But surely a company cannot just change their policies and terms whenever they like and then any existing bookings are bound by the new terms?!

Thank you!

Westin

You might have success looking back at the previous versions of the website if you use - https://web.archive.org/

eDicky

Try looking for the page of the date when you booked on the internet archive...

https://archive.org/