Attraction Tickets Cancellation Dispute

Turningitround

On Sunday 9th Oct, I bought some attraction tickets for a park in Tenerife for Tuesday 25th October through a UK travel agent. The ticket was £517 and I paid on my credit card.

Today, the contacted me via their online chat system to say that the date I wanted wasn't available. I could get tickets for 27th October or get a full refund. they sent this message at 14:30

I then responded (with times)

Yes, please change for 27th October (14:39)
Acually, please hold off, I'll get a full refund. We can't make the 27th. Thanks (14:46)

I got an automated message from them at 14:50 saying:
Thank you for your response, we're please to confirm tickets for 27th October... (etc)

I called them and they said that there is a 50% cancellation charge (£258.50) now!

I argued that they have made an error and purchased the tickets after I'd requested the refund. I'm not cancelling the ticket, I'm accepting their offer of a full refund.

Where do I stand with this? Am I covered with my credit card?

Thanks in advance

pinkshoes

They asked if you wanted to change the date, you said yes please, they changed the date.

Whilst they were booking (different screen I would imagine so not looking at messages) you messaged again changing your mind. 

Unfortunately you agreed to the change of date then they booked it, so any cancellation will come down to their T&Cs on cancellations. 

Could you negotiate e.g. change to another date that you can make?

Turningitround

Thanks, but they're not budging at all. It's use the tickets (we can't) or take the 50% cancellation fee

You say they were on another screen, but they clearly bought the tickets after I'd said not to

sheramber

So, two separate messages 7 minutes apart.

They went ahead and actioned  the first one.

Your second one would not be read until after the booking was changed.  No guarantee that the person reading the second email was the same person who actioned the first. iI would take time to connect the two.

WhiskersTheWonderCat

Turningitround said:

Thanks, but they're not budging at all. It's use the tickets (we can't) or take the 50% cancellation fee

You say they were on another screen, but they clearly bought the tickets after I'd said not to

If you had sent your second message immediately (within seconds) after the first one, then I would believe that. But unfortunately, you didn't, and they did as you requested in the first message. They probably saw the first message, and began the process of booking your new ticket before you had even sent the second message. 

If you legitimately cannot make the new date, you'll have to accept the 50% refund. 

Aylesbury_Duck

Check the terms and conditions, but I can't see how you're entitled to a full refund unless it's part of the Ts&Cs.  You're not covered by your card because you got what you ordered.

TELLIT01

The OP is making an assumption that all emails are read by a single person, and that checks would be made for additional emails before actioning any.  That is totally unrealistic.  An agent, even if there is only one, will be actioning the emails in order of time received.  There could have been one or two, or two hundred other emails received in the time between the OP sending the email accepting a change of date and changing their mind.  The agent has done absolutely nothing wrong.

eskbanker

Turningitround said:

I argued that they have made an error and purchased the tickets after I'd requested the refund

Turningitround said:

they clearly bought the tickets after I'd said not to

Do you have anything that evidences exactly when they bought the replacement tickets, and also exactly when they read your second email?  Unless you have documented timestamps for both, you can't support your allegation, and can only illustrate that you received confirmation of ticket purchase four minutes after you'd sent an email updating your instructions.

pulliptears

Have to say I've used Attraction Tickets a lot over the years and have always had exemplary service.  
When DH came down with Covid on the Friday that we were due in Disneyland Paris on the Monday they issued a refund immediately with their well wishes.

Can you move your activity on the 27th instead?

pinkshoes

Turningitround said:

Thanks, but they're not budging at all. It's use the tickets (we can't) or take the 50% cancellation fee

You say they were on another screen, but they clearly bought the tickets after I'd said not to

Incorrect. There were 7 minutes between you agreeing and changing your mind, so plenty of time for the tickets to have been booked. 

If they had actually seen your second message then it's highly likely they wouldn't have booked. 

Again, I would try and re-negotiate. Why can you not go on the 27th? At over £500, then can you not move things round to fit it in?

As it took you 7 minutes to change your mind, there must be some sort of issue that can be resolved. e.g. you initially thought the date was fine so what changed in 7 minutes? 

jon81uk

pulliptears said:

Have to say I've used Attraction Tickets a lot over the years and have always had exemplary service.  
When DH came down with Covid on the Friday that we were due in Disneyland Paris on the Monday they issued a refund immediately with their well wishes.

Can you move your activity on the 27th instead?

The OP isn't talking about the company "attraction tickets" just that they bought some tickets to an attraction from a travel agent.