Anyone had experience with holiday genie.com

beach255_2

I will keep this short. Bit of background.

Booked a holiday to NY last July for January just gone with Holidaygenie which is part of the Travelup group, paid in full appx £1400

Day before departure flights cancelled by airline due to NY snow storm.
After speaking with TA and airline no imminent departure could be sorted so we went with a full refund from the TA, they stated it would take up to 8 weeks but we accepted this.

Anyway at 8 weeks nothing received or heard from TA so made contact. After being passed around, numerous emails later, all contact initiated by us never them. No real answers just delaying tactics.
At 10 weeks we received a part refund of £600. No mention of the other £800.
More emails ensued and phone calls never returned finally a week later they stated that the remainder of the money was being processed by their refund department. After 2 more weeks no money was sent to us.
After another week went by we sent them a letter giving them notice of our intention to start legal proceedings if the money was not received within the next 7 days. Letter was lost by the PO so we sent another about 2 weeks later.
No contact from them, no apology, but on the 7th day the money was credited to our bank account this was 16 weeks after the holiday was cancelled and a lot of emails, phone calls and stress.

This is just a word of warning about this company as they offer cheaper holidays but their customer service is far from good. In fact atrocious.
They have numerous trading names all under the Travel Up name and Flying eagles.
If you book with them you will receive the same bad customer service.

If you look on Trip Advisor you can see numerous other bad reports, I wish I had checked first. Be warned🙁

KarenStew88

Just replying to this thread... I am currently in a legal battle with this company who didn't describe the holiday correctly and we turned up to an appalling hotel. Their lack of customer service and then a u-turn on promising me a refund had taken months and is still not resolved. It is now in court and they won't even reply to my emails, which is not doing their company any good.
They made a mistake by forwarding an email to me detailing their 'behind the scenes' tactics which I will exploit in court. Not very clever, but also not clever that they haven't realised I work in PR and will use that fact to my every advantage! Hence posting on here!
They aren't actually protected under any holiday regulations, just ATOL, which brings you back to the UK if the company goes bust, but there is no other protection. BE WARNED!

jonesMUFCforever

KarenStew88 wrote: »

Just replying to this thread... I am currently in a legal battle with this company who didn't describe the holiday correctly and we turned up to an appalling hotel. Their lack of customer service and then a u-turn on promising me a refund had taken months and is still not resolved. It is now in court and they won't even reply to my emails, which is not doing their company any good.
They made a mistake by forwarding an email to me detailing their 'behind the scenes' tactics which I will exploit in court. Not very clever, but also not clever that they haven't realised I work in PR and will use that fact to my every advantage! Hence posting on here!
They aren't actually protected under any holiday regulations, just ATOL, which brings you back to the UK if the company goes bust, but there is no other protection. BE WARNED!

Won't you have to declare any evidence to their defence team prior to it actually going to court?
IMO your post is not clever but I wish you well with your case.

Westin

+1 on reply above

KarenStew88 wrote: »

Just replying to this thread... I am currently in a legal battle with this company who didn't describe the holiday correctly and we turned up to an appalling hotel. Their lack of customer service and then a u-turn on promising me a refund had taken months and is still not resolved. It is now in court and they won't even reply to my emails, which is not doing their company any good.
They made a mistake by forwarding an email to me detailing their 'behind the scenes' tactics which I will exploit in court. Not very clever, but also not clever that they haven't realised I work in PR and will use that fact to my every advantage! Hence posting on here!
They aren't actually protected under any holiday regulations, just ATOL, which brings you back to the UK if the company goes bust, but there is no other protection. BE WARNED!

Plus, once you issue legal or court proceedings they will of course stop corresponding with you directly.

I suspect you didn’t book a package holiday but instead they bought separate holiday components for you under what they may term a Flight+ arrangement. In these situations your contract could be direct with the hotel supplier rather than Holiday Genie who are acting in the capacity of an Agent. Your ATOL certificate may confirm this. This Flight+ arrangement and their liabilities would have been covered within their booking terms and conditions.

You may be suing the wrong people.