Can they change cancellation fee?

FRAZZLE_2

I booked a family holiday a couple of months ago (online) through Hays Travel. Unfortunatly I recently found out that the dates clashed with another trip that my son is going on. Any how, when I contacted Hays Travel, it worked out cheaper to cancel the holiday, and book another one, than to change dates etc. Thing is I actually rang then twice to make doubley sure that all I would lose is my deposit (£75.00), and on both occasions this was confirmed. All I had to do was send them an e-mail and they would refund the remainder of the money I'd paid. Great!!! NO. I sent the e-mail and then another lady rang soon after to say that I was wrongly informed, that, she'd checked with Thomas Cook (provider of holiday) and I would actually lose £150.00. I have since checked the Thomas Cook website and as the holiday was booked for the end of June (over 56 days away) it states that I would only lose my deposit.
So now I'm well confused. Can Hays Travel do this?, especially when they had twice confirmed that all I would lose was £75.00.
Any answers would be much apprieciated.

Incapuppy

Maybe the £75 that you originally paid was a low-cost/discounted deposit - and then in the event of cancellation the full deposit costs would become payable.

Did they actually say 'all you will lose is your deposit' or 'all you will lose is £75 ?

FRAZZLE_2

Many thanks for replying.
On both occasions they said I would lose my deposit and confirmed that my deposit was £75.00.
The last lady I spoke to was in some way in contact with Thomas cook, either by phone or online. I don't have a clue where she got £150.00 from.
Do you think I would have a good case to argue?

Incapuppy

I really don't know. Other people will but not without knowing exactly what the £150 charge is for. Have you checked in a TC brochure to see what the standard deposit is for the holiday you booked?

melb

I don't suppose it was £75 per person was it?

Incapuppy

Deposits

A £50 deposit per person is applicable on short haul bookings and £75 on long haul, Prestige and Select bookings for all Summer 2008 holidays. These deposits apply to the following tour operators' holidays: Thomas Cook, JMC, Sunset, Airtours, Aspro, Panorama, Manos, Club 18-30 and Escapades. This may be withdrawn at any time.

The above is from the TC website. I don't have a brochure here so I don't know if the deposits payable on an internet booking vary from those made via other means.

Was it a long haul holiday? If this is the case the person you spoke to may have meant (although not necessarily clarified) that you would lose £75 deposit per person.

linda.b_4

We cancelled a holiday booked through Thomas Cook to Rhodes. We paid the £75 deposit. On the screen, after cancelling, it said we owed another £150! She assured me it was wrong, but could not give me a print out. It took 3 trips into Thomas cook, but got it sorted. I took the brochure in that said £25 per person deposit. It was not a discounted rate. I can only assumme they have their computer set up wrong. Pursue it and I think you will be okay.

FRAZZLE_2

Thank you all for being so helpful. I don't think it is per person as the holiday was for three people, 2 adults and 1 child, going from Gatwick to lanzarote. I don't have a brochure and hays travel don't seem to give any answers on their website as to cancellation charges. I guess there is no definite answer - It just feels wrong. It's wierd cause if they had said £150 to begin with, I would have been disgruntled at the amount but, I would have agreed to it without feeling conned in some way. I don't like the way the amount seemed to double in a matter of minutes. I'll have to get my mean head :mad: on and give them a ring for some answers.:D
Thank you again for any answers or advice you can give.

Incapuppy

So if it was shorthaul maybe it might have been a discounted deposit of 3 x £25 but the 3 x £50 was payable in the event of cancellation?

Definitely pursue it in any case - you need to establish exactly what the £150 is for.

FRAZZLE_2

What you're saying does sound plausible. And your right I'm gonna have to ring them to know for sure.
Do you think I have a chance of not paying the full amount on the grounds that two of their reps had assured me I would only lose my £75.00 deposit?

Voyager2002

FRAZZLE wrote: »

What you're saying does sound plausible. And your right I'm gonna have to ring them to know for sure.
Do you think I have a chance of not paying the full amount on the grounds that two of their reps had assured me I would only lose my £75.00 deposit?

Yes. In that kind of situation you are entitled to rely on what you are told. The only problem, of course, is proving it.