Magic Breaks - Credit Note Dispute

Bettencourt37

Hi folks,

I'm just posting to see if I can get some advice on what my partner's right are regarding the credit note she has with Magic Breaks. I'll post a timeline of events below.

• A booking for holiday to Disneyland Paris was made for 2020 with a depost of £240 paid. This was then cancelled due to the Covid pandemic.
• As it was cancelled due to covid my partner was issued with a £240 credit note from Magic Breaks.
• She then rebooked for a trip in 2023. This was more expensive than the original 2020 booking and thus has a higher deposit amount required. She wasn't allowed to use the credit note for the deposit. So she paid the deposit and then put the credit note towards the outstanding balance of the 2023 trip.
• Unfortunately she had to cancel the trip in 2023 due to ill health with her mother. Magic Breaks then issued a credit note of £605.03.
• The terms and conditions of the credit note don't mention an expiry date nor does it state one on the credit note or in any of the email correspondance. 
• My partner has attempted to use the credit note towards a trip this year. Magic Breaks have said that they will only honour 50% of the credit note after consulting with their accounts department as they claim the credit note is 6 years old and only valid for 18 months. The credit note for £605.03 has an issued date of June 2023 and as previously mentioned nowhere does it mention a validity of 18 months in any of the correspondance or T's & C's.

I'm just wondering what her rights are in regard to disputing this and getting the full value of the credit note?

Thanks in advance!

Woodstok2000

They can't hold you to terms that weren't clearly applied at the time. Complain to them and ask them to show where the expiry date is documented. If they can't do that then they need to honour it. Their complaints procedure should guide you as to what steps you can take. Last resort you can try the small claims court.