Holiday Extras Refusing Cash Refund - Trying it On ?

Butts

I was in Prague at the weekend and had Transfers booked to and from the Airport to my Hotel through Holiday Extras.

On the return journey the car failed to turn up and the Hotel had to book me a Taxi as The Local Supplier couldn't contact their Driver and didn't offer any further assistance. Holiday Extras them selves were uncontactable as this was before their Helpline opens at 8am UK Time.

They have agreed to pay for the Taxi which was about £27 and have added that as a "gesture of goodwill" they are going to give me a VOUCHER for half the value of the original booking despite my asking for cash for the service they failed to provide and I paid in advance for.

Are they taking the pi** ??

In these circumstances I'm sure I should be entitled to a cash refund.

Before I instigate a chargeback I'd just like to canvass any views/ experience other posters have had in these circumstances.

eskbanker

Butts said:

They have agreed to pay for the Taxi which was about £27 and have added that as a "gesture of goodwill" they are going to give me a VOUCHER for half the value of the original booking despite my asking for cash for the service they failed to provide and I paid in advance for.

Are they taking the pi** ??

In these circumstances I'm sure I should be entitled to a cash refund.

Before I instigate a chargeback I'd just like to canvass any views/ experience other posters have had in these circumstances.

Surely if they're repaying the cost of the taxi then you're no longer out of pocket?  The gesture of goodwill is on an ex-gratia basis and so not subject to chargeback or any legal or contractual entitlement to cash reimbursement.

Brie

but you're not out of pocket are you?  I agree I wouldn't want to take a voucher from them if that's all they were giving me due to their less than impressive service.   But you paid for a ride and you got a ride.  

Butts

I had to pay for the Taxi myself !!

eskbanker

Butts said:

I had to pay for the Taxi myself !!

Sure, but they're reimbursing you for that, presumably in cash?

NoodleDoodleMan

Butts said:

I had to pay for the Taxi myself !!

Yes, however that was refunded, was it not ?

Butts

I paid for a return Transfer in advance and  only received the outward leg.

So with paying for the Taxi I effectively paid twice as they are only proposing to give me the Taxi Fare back and not the half value of the return trip I had already paid for - merely offering a voucher.

eskbanker

Butts said:

I paid for a return Transfer in advance and  only received the outward leg.

So with paying for the Taxi I effectively paid twice as they are only proposing to give me the Taxi Fare back and not the half value of the return trip I had already paid for - merely offering a voucher.

Nobody expects you to have paid twice, but you're not entitled to both the taxi fare and a refund of one leg of the prepaid transfer, as that would mean you'd travelled free to the airport, so it's one or the other.

If half of the return transfer cost was more than £27 then you could/should have simply claimed that, without mentioning the taxi cost, but if you've tried claiming for both then they'll presumably have chosen to reimburse the one that makes most sense for them....

Butts

Sorry all - definite senior moment - too many Nightshifts !!

Thanks for getting me back on track .

eskbanker

Butts said:

Sorry all - definite senior moment - too many Nightshifts !!

....exacerbated by a big weekend?

Butts

I would like to publicly apologise to Holiday Extras for besmirching their good name !!

They have actually left me "in pocket" as the cost of the Taxi was £7 more than I paid for half the transfer and the goodwill voucher will be redeemable against a future booking.

However the matter does highlight a weakness in their system as their Helpline only has limited opening hours 0800-2000 I believe. Most of the local suppliers don't seem to take ownership of the problem and do SFA.

Last year I had a similar incident in Warsaw but just got a bus to the Airport and to be fair was refunded half the value of my booking.