West End Surprise

lisyloo

I would be point to number 14, in particular the bit in bold.

We shall not be liable for any delay in performing any of our obligations under this Contract where the delay is due to circumstances beyond our control. Examples of circumstances beyond our control are pandemics, force majeure, industrial unrest and extreme weather. However, if any of our suppliers or agents let us down, this will not be treated as being a cause beyond our control.

I would argue their supplier let them down if they weren’t notified.

other things to consider - do you have access to speak to a solicitor via a free legal helpline on your home insurance?

another option if the complaint fails is small claims court starting with a “letter before action”, but I’d see what they say about your claim first in particular that they say they do accept responsibility for failures of their suppliers.

it does actually look like they are a good company.

Jmagic

Thanks for advice - I'll see what response they give me.

sheramber

MalMonroe said:

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.  

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?

The  company did not know about the cancellation. 


Company are saying they only found out when alerted by us

lisyloo

sheramber said:

MalMonroe said:

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.  

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?

The  company did not know about the cancellation. 


Company are saying they only found out when alerted by us

Note the above 

However, if any of our suppliers or agents let us down, this will not be treated as being a cause beyond our control.

I presume the theatre (or agent) was  a supplier or agent, so their own ts and cs say that is not treated as beyond their control.