Cape Verde Holiday Cancellation

sunshineee

I was due to go to Cape Verde in February, however on seeing the media coverage on the news about the previous & ongoing gastrointestinal illness, I contacted Love Holidays to cancel, get a credit note/change resort or go to an alternative destination, even though we were aware this would incur costs. I was worried about going as I had undergone a mastectomy & lymph node removal in November & although fit to travel my immune system was still compromised & I felt vulnerable. LH completely refused as it was 4 days before departure, which I do understand but I feel as a duty of care to it's customers we should have been made aware of this serious situation & given alternative options, at no point were we informed of what had been going on in our resort & obviously we would not have booked that specific resort if we had known. I feel LH showed a total lack of empathy, understanding or compassion. The FDCO stated Cape Verde was a " health risk " so I feel it would have been irresponsible of me to go. We didn't go & have lost all the money, even after contacting LH several times with multiple letters they have been very uncooperative. We have also contacted the bank, Citizens Advice and Resolver, I just don't know what else to do, can anyone suggest anything that doesn't involve high costs as I feel we have lost enough already. Thanks

eskbanker

Ultimately it was your choice to cancel the trip, and I doubt you'd be able to get anything out of LH unless you can demonstrate a clear breach of their Ts & Cs, which seems unlikely on the basis of what you've said - even reputable tour operators are unlikely to refund in such circumstances but a bucket shop like LH are never going to show "empathy, understanding or compassion".

The only avenue you didn't mention trying was travel insurance - is your insurer able and willing to offer anything, in the context of your health concerns?

mr_stripey

Love Holidays are a terrible company and they renowned for their awful customer service.

that said, it's unlikely any tour operator is going to refund you for disinclination to travel (however justified you may have felt in deciding to not go)

have you contacted your travel insurance about this?

NoodleDoodleMan

If only the OP had consulted the FCDO advice before making a booking.

As above, LH have a very negative reputation in these circumstances.

If they are legal within their rights, (which appears to be the case unfortunately), they won't budge on refunds or compensation etc.

Just out of curiousity - was it a cobbled together "package holiday" from LH - or a regular TUI deal ?

TELLIT01

When did you book the holiday and when did you take out insurance?

Did you check for any travel advisories before you booked?

If you did everything you may be able to get redress through your travel insurance if you declared all health conditions when you took out the insurance.

sunshineee

The insurance aren’t interested as Cape Verde holidays are still going ahead and it’s only a “ risk “ to go . Regarding the holiday itself it was booked as a whole package but the flights were with TUI who I also approached but again was refused. I really feel the whole sickness situation should have been brought to our attention by LH as a duty of customer care.

Thank you for your replies, if anyone has any other suggestions I’d be really grateful. I’ve just contacted ATOL but again I don’t hold much hope 🙁

eskbanker

I’ve just contacted ATOL but again I don’t hold much hope

Indeed - ATOL is solely a protection scheme offering repatriation or redress when an airline collapses, so has nothing to do with this scenario.

Unfortunately I think you're out of options though, given all the things you've already tried.

la531983

https://forums.moneysavingexpert.com/discussion/comment/81972822#Comment_81972822

Surely its a "risk" to go anywhere in your situation.

NoodleDoodleMan

Unfortunately I don't think the OP has a case to cancel and expect a refund - especially from Love Holidays.

bagand96

https://forums.moneysavingexpert.com/discussion/comment/81973711#Comment_81973711

No tour operator would refund in these circumstances including TUI who are at the heart of the Cape Verde problems.