ABTA any success stories or tips?

randombetas

Thanks for all the help

TadleyBaggie

Previous thread on this for reference:

https://forums.moneysavingexpert.com/discussion/6650880/mcol-claim

LightFlare

https://forums.moneysavingexpert.com/discussion/comment/81859326#Comment_81859326

also another but having trouble linking

Woodstok2000

So in summary:

You won a cruise for two adults that was not transferable.

The cruise line, as a gesture of goodwill, transferred you to an equivalent cruise for two adults.

There are no other options available with the cruise line.

You now want some cash or another transfer so you can bring your son.

I think Ambassodir have been more than generous by already going beyond their terms to offer an equivalent transfer. Good luck,but I dont see ABTA touching this.

Ayr_Rage

Having just read your other topics @randombetas I cannot see you have any sort of claim regarding a child place as the prize was a cruise for 2 adults only.

elsien

why did you not go back to the promoter first?

There is usually something in these competition terms and conditions to say that there is no cash alternative.

NoodleDoodleMan

https://forums.moneysavingexpert.com/discussion/comment/81859491#Comment_81859491

The small print will indicate the Ts&Cs.

Can't see this going anywhere.

Grumpy_chap

OP, are you leaving out important and pertinent information, or is the information given in your other threads inaccurate?

https://forums.moneysavingexpert.com/discussion/6636181/cruise-help-please#latest

https://forums.moneysavingexpert.com/discussion/6650880/mcol-claim/p1

In the opening post of this thread, you state "

I was moved to a 2027 sailing

"

Which is really rather suggesting that the move was imposed upon you.

However, you initially stated that the prize was "

Prize is a seven-night Ambassador Cruise Line cruise... departing from London Tilbury on 21st July 2025 for 

2 adults 

in an ocean view cabin

"

And the reason for the change of dates was to accommodate your constraints:

"

I won a cruise holiday competition in 2024. Due to childcare constraints (my son has special needs), the Operator agreed to transfer the prize to a 2027 sailing

"

Then you tried to sell the cruise place you had won for £1,100 so that would give you the deposit to book "

7-night Norwegian Fjords sailing aboard Cunard’s Queen Anne (sailing code H720) departing 31 July 2027 from Southampton, returning 7 August 2027. I am specifically looking for a Britannia Oceanview Deluxe (EA) cabin for 3 guests.

"

I assume that re-sell request was not agreed to.

Given you were accepting to sacrifice the prize cruise for £1.1k in October, how come you now evaluate the loss at £4k (as per the MCOL thread) or £2.7k (as per this thread)?

You won a cruise for two adults on a specific date. How is it the promotor's responsibility or the cruise line's responsibility to also accommodate your child onboard, or to accommodate your date constraints imposed by childcare needs?

Did you pay extra over and above the prize value to book the additional child place on the cruise?

I, personally (based on information that I seem to be able to piece together), do not think you have any chance of success for either the ABTA compliant or the MCOL case but, if you are to be successful in either, you need to present full, complete, accurate, honest accounts of the timeline and events and reasons. Otherwise, the cruise line / competition promotor will simply reel out their evidence that they have bent over backwards and you have declined at every turn.

In this thread, you have even mentioned that there was a "without prejudice" offer but there don't seem to be details of that and I assume you declined it. No-one here can comment on whether that "without prejudice" solution was reasonable as we seem to be unsighted.

I think it will be very difficult for anyone in the forum to give full comment based on the piecemeal drip-feed information, inconsistencies and apparent gaps between the various threads.

You finish your OP in this thread by saying "

Happy to share a basic timeline and redacted evidence list if that helps others compare notes.

"

I think that is the minimum that will be required for anyone to give comment as to your potential chances of success and process to achieve that success. It needs to be full information in one place right from the start of exactly what competition you won and the terms of that competition, with no omissions, no careful wording that suggests it was the cruise company that moved you to the 2027 cruise for their purposes, right up to now.

EDIT - Sorry to all for the formatting but that is the only way to quote partial quotes from different threads.

TELLIT01

If this was a competition prize surely the OPs monetary loss is no more than the cost of entering the competition. On that basis is there actually any basis for claiming compensation?

Many competitions state something along the lines of 'No cash alternative, not transferable' etc.

randombetas

https://forums.moneysavingexpert.com/discussion/comment/81859649#Comment_81859649

I'm not chasing the sun now after getting legal advice they said I might have a ABTA claim if I was to set out my facts with abta and Said cruise line which are

1. Summary of Complaint

This complaint concerns a transferred cruise booking issued by the Cruise Line in which material restrictions were not disclosed at the transfer decision point, rendering the package unsuitable for my disclosed circumstances. Said cruise line has rejected my complaint and redirected me to the prize promoter, despite Said cruise line being the named organiser on the invoice. I seek ABTA’s assistance under the Code of Conduct to secure a fair resolution.

2. Booking Background and Organiser Status

• I won a two‑adult Norwegian Fjords cruise via a 2024 prize promotion.

• On 31 March 2025, I informed Said cruise line of unavoidable childcare/special‑needs constraints and requested suitable alternative dates.

• On 19 May 2025, Said cruise line issued Invoice IAM‑366632, transferring my booking to Springtime Fjordlands A12704 (18–25 March 2027), Ocean View grade after agreeing to a goodwill transfer (so I assumed they ment my child as they'd addressed this in email correspondence)

• The invoice expressly identifies Said cruise line as the organiser and invokes protection under the Package Travel and Linked Travel Arrangements Regulations 2018. A package travel contract therefore existed between me and Said cruise line , and I was a traveller for the purposes of the Regulations.

3. Non‑Disclosure of Material Restrictions

At the time I was required to accept the transfer:

• I was not informed that the transferred sailing and/or my available 2027 options were subject to adults‑only restrictions, despite my prior disclosure of childcare constraints.

• I was not informed that prize‑winners were excluded from the headline “Said cruise lines Guarantee,” that if you don't enjoy the cruise you'd get your money back a material limitation affecting consumer remedies and flexibility.

• I was subjected to same‑day acceptance pressure (e.g., “I need to get this transferred today really & this is all I have available at the moment ”).

• Said cruise lines booking journey continued to accept and price a child for 2027 sailings until the final step, where only a minimal note appeared (“Guest 3 section is intended for adults”), with no clear, prominent upfront warning that children were not permitted when I tryed to do a dummy booking of the same cruise quote myself

Taken together, these omissions meant material information was not made clear at the decision point. I accepted the transfer in reliance on the information presented and the booking flow.

4. Unsuitability and Impact

The undisclosed restrictions meant the transferred package was unsuitable for my disclosed purpose and could not be used on the terms reasonably expected when the transfer was agreed. This resulted in wasted time, unnecessary correspondence, and the need to source a substitute cruise to obtain the experience originally represented.

Objective unavailability of an in‑brand remedy: Said cruise line published 2026/27 programme materials confirm there are no child‑permitted seven‑night Norwegian Fjords itineraries in the relevant seasons. The sole exception identified is a 10‑night itinerary which does not fall within my available dates and is not equivalent to the transferred seven‑night package. Accordingly, an in‑brand, like‑for‑like family‑capable remedy is objectively unavailable.

5. Said cruise lines Refusal to Engage (Deadlock)

Said cruise line has rejected my complaint without addressing the substance of the transfer invoice they issued, declined to engage as organiser, and redirected all correspondence to the prize promoter (The big newspaper ), despite Said cruise line being the contracting party named on the invoice. This refusal constitutes deadlock and, in my view, falls short of the ABTA Code of Conduct’s requirements for fair, prompt complaint handling and accountability by members.

6. Remedy Sought

I seek a financial remedy reflecting the market cost of obtaining the package that should have been provided under the transferred contract:

• £xxxx, representing the market cost of a like‑for‑like 7‑night Norwegian Fjords cruise in 2027 for two adults in an Ocean View cabin (dated mirror quote attached). I am not seeking an upgrade; this figure reflects a reasonable replacement for the two‑adult package described in Invoice IAM‑366632.

To avoid doubt, I cannot accept Said cruise lines‑brand rebooking because no child‑permitted seven‑night Norwegian Fjords itinerary exists in the 2026/27 seasons; the single exception is a 10‑night itinerary on unsuitable dates and therefore not equivalent. If preferable, I remain open to a practical remedy in the form of a no‑cost rebooking on a family‑capable operator for a seven‑night Norwegian Fjords 2027 itinerary in an Ocean View (or nearest equivalent) cabin.

7. Supporting Evidence Provided

• Invoice IAM‑366632 dated 19 May 2025 (naming Said cruise line as organiser).

• Email correspondence disclosing childcare constraints and evidencing same‑day pressure.

• Screenshots of the booking journey showing late‑stage adults‑only indication despite acceptance/pricing of a child for A12704 (18 March 2027).

• “Said cruise line Guarantee” terms showing prize‑winner exclusion, applicable at the relevant time.

• Like‑for‑like substitute quote (£2,718) for two adults in Ocean View on a comparable 7‑night Norwegian Fjords 2027 itinerary.

• Said cruise line 2026/27 programme pages/screenshots confirming: (i) adults‑only status across the relevant seasons; (ii) no child‑permitted seven‑night Norwegian Fjords itineraries; and (iii) the single exception is a 10‑night itinerary on unsuitable dates (captured on [capture date/time]).

• Any announcements/communications concerning adults‑only sailings relevant to 2027 options.

8. Request to ABTA

I respectfully request that ABTA:

• Accept this as a complaint under the Code of Conduct and invite Said cruise line to provide a full, substantive response as organiser;

• Facilitate conciliation/ADR and encourage either a no‑cost family‑capable rebooking on equivalent terms with a different operator or a monetary settlement of £Xxxx, and

• Remind the member of its obligations to handle complaints fairly and promptly and to engage with ADR.

9. Closing

I have attempted to resolve this matter directly and reasonably. Said cruise line refusal to engage as organiser leaves me no alternative but to seek ABTA’s assistance. I look forward to ABTA’s response.

Caz3121

I don't see what complaint you have

from your other post

The Definition: "Prize is a seven-night Ambassador Cruise Line cruise... departing from London Tilbury on 21st July 2025 for 2 adults in an ocean view cabin."
The Restriction: "Prize is valid for travel on the 21st July 2025 sailing only."
The Lock: "Prizes are as stated and are non-exchangeable and non-transferable.

You knew the prize was for two adults. You wanted to use the prize for one adult and one child which had you used on the date of the prize would have been fine (the only date the prize was valid for) assuming the company agreed to changing one adult for a child.

You had a goodwill gesture to change the date… is this still valid for the two adults this prize was for?

You did not win a 2 person cruise or cash alternative, you won a cruise for two adults on x date.

It is a shame that the prize was not won by someone that could have travelled on 21st July 2025