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Refund rights - significant change on package holiday
ossie48
Posts: 281 Forumite
A family member booked a 'Package holiday' to Thailand some time ago for this April.
As part of the package the flights were London - Bangkok (2 hr connection) - Phuket with Thai air, 11 nights in a hotel plus transport.
So this week looking into the complexities of entering Thailand, vaccinated passengers can only transit straight from Bangkok to Phuket on 'sealed flights', of which only 3 a day. You then undertake a PCR test in Phuket. If not pre booked on that sealed flight you must book a designated hotel in Bangkok, take a PCR test and await the result whilst isolated in the named hotel.
Needless to say the travel agent hadn't booked them onto a 'sealed flight' just a generic flight. So we rang them, they later confirmed they couldn't get them on a sealed flight and suggested staying in Bangkok for a few days, doing the test and then flying to Phuket, losing 2 days of the holiday
We told them that staying in Bangkok was never part of the package holiday, this was surely a significant change and we want a refund please. A refund was refused point blank.
We're just wondering what our rights are before escalating it further.
As part of the package the flights were London - Bangkok (2 hr connection) - Phuket with Thai air, 11 nights in a hotel plus transport.
So this week looking into the complexities of entering Thailand, vaccinated passengers can only transit straight from Bangkok to Phuket on 'sealed flights', of which only 3 a day. You then undertake a PCR test in Phuket. If not pre booked on that sealed flight you must book a designated hotel in Bangkok, take a PCR test and await the result whilst isolated in the named hotel.
Needless to say the travel agent hadn't booked them onto a 'sealed flight' just a generic flight. So we rang them, they later confirmed they couldn't get them on a sealed flight and suggested staying in Bangkok for a few days, doing the test and then flying to Phuket, losing 2 days of the holiday
We told them that staying in Bangkok was never part of the package holiday, this was surely a significant change and we want a refund please. A refund was refused point blank.
We're just wondering what our rights are before escalating it further.
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