West End Surprise

Jmagic

I booked a package trip to take my mum away for her 80th birthday. It was to see a West End show/hotel/coach. It was the mystery show and we found out upon boarding that we were going to see Tina Turner the musical. We travelled from Newcastle to London and were  dropped near the theatre just in time for the show. However, at the entrance we were told the show was cancelled due to covid issues. Unfortunately it was too short  notice to go to another show so we were stuck in London for 4 hours until coach picked us up to go to hotel. The travel company have refunded the price of the theatre tickets but I think they should have refunded the whole trip as it was only the show we travelled down there for. We wouldnt have  travelled otherwise. Do you think I can pursue this as it certainly wasnt the West End Surprise we were hoping for. 

p00hsticks

Probably a question that's beeter asked over on the consumer rights board here

https://forums.moneysavingexpert.com/categories/consumer-rights

But unfortunately I think you that, however disappointing for you, you won't get any more from them - after all, you did get taken to and from London and you did get to stay in the hotel.

It's just a shame that no-one found out about the cancellation in time to arrange for you to see another show instead - it might be worth finding out how soon prior to the cancellation it was announced to see if th coach company could have known about it at the time you boarded.

Jmagic

We had no choice but to continue and stay at hotel but that was not the trip we signed up for. Company are saying they only found out when alerted by us however the performances had been cancelled day before. 

Penguin_

If they weren't told then there isn't much they could do really. As above you have been refunded for the part of the trip that you couldn't do so there's not much more really to be done here.

Jmagic

My point is I think we should get entire trip refunded as we would not have booked to come to London otherwise it was totally for experience of the show which we did not receive. Im sure I would not have trailed an elderly lady down there to sit in a coffee shop for 4 hours. 

Penguin_

I understand your frustration but that was your choice, to sit in a coffee shop for 4 hours. 

You could have seen if you could have got tickets for another show, or done something else.

Jmagic

Of course we did try to find another show but with performances ready to start the sales are stopped. 

MalMonroe

Jmagic said:

I booked a package trip to take my mum away for her 80th birthday. It was to see a West End show/hotel/coach. It was the mystery show and we found out upon boarding that we were going to see Tina Turner the musical. We travelled from Newcastle to London and were  dropped near the theatre just in time for the show. However, at the entrance we were told the show was cancelled due to covid issues. Unfortunately it was too short  notice to go to another show so we were stuck in London for 4 hours until coach picked us up to go to hotel. The travel company have refunded the price of the theatre tickets but I think they should have refunded the whole trip as it was only the show we travelled down there for. We wouldnt have  travelled otherwise. Do you think I can pursue this as it certainly wasnt the West End Surprise we were hoping for. 

I agree with you. And what a terrible disappointment for you both.

This is what Citizens Advice says -

https://www.citizensadvice.org.uk/consumer/

Also this - 

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-you-want-a-refund-because-of-coronavirus/

Their contact number - Adviceline (England): 0800 144 8848

Of course you can pursue it and to start with you could phone Citizens Advice to see what to do next. It costs nothing to ask them and at least you will have tried. Newcastle to London is a long way and to find out when you actually arrive that it's all off is awful. You must both have been bitterly disappointed.

You said, "the performances had been cancelled day before." - so why couldn't they have just sent you a quick text to let you know that, or even phoned you or sent an email before you even set off?

They made a mistake. And now they owe you for your wasted expenses and time, in my opinion. Good luck - and please don't give up until you've at least tried to get the full refund.  

PS - sorry I forgot to mention that on my PC, at the top of this page is a notification in a pink rectangle headed "UK Hols and Theatre" -  I assume you have it too although it's hiding in plain sight and that info could also be helpful.  

Jmagic

Thank you for your advice. I'll give them a call. 

lisyloo

I understand what you want and certainly why you want it, however what we need to find out is what you are entitled to.
can you tell us the name of the company so we can check terms and conditions and the regulations that apply please.
also was any insurance sold with it? Or taken separately?

Jmagic

Caledonian Travel. I made a complaint over phone and was told it needs to be made by email to their customer services. I've done this and awaiting a reply.