My complaint:
I booked an HF holiday to Glencoe for myself and a friend in April,.
This holiday was cancelled. In recompense you offered a £20 voucher
per person, and as I am booked for another holiday at Coniston , Ref
UKH008908, which has been booked through my Ramblers group, you agreed to send the £40 in cash.
This was at the beginning of April. On 12 April, I spoke to Clare on
the phone, who assured me that the payment had been authorised. On 20 April I spoke to Chantal, who explained that this would take 14 days.
With internet banking this seems improbable.
On 25 April HF called to get my card details, so that they could send
the money, which I had been assured had already been sent.
On 27 April I again spoke to Chantal, who said that I had only been
waiting 15 days now, she would send an email to Accounts to check, she could do no more. I was explaining my unhappness with HF when she put the phone down on me abruptly.
I have been a loyal customer of HF for many years and have always sung their praises, but I am unlikely to book another holiday with your
company. I always have a long wait on the phone to contact you, I am
unhappy with the way Chantal spoke to me, and today 28 April, 16 days
after I was assured the money had been sent, the money is still not in
my account. I have now received vouchers which are of no use to me, and which I am happy to return.
Perhaps someone from Accounts could tell when I am likely to get my £40?
In case you are unable to locate the original email in which I explain the reasons why vouchers are unsuitable, I also include that email, sent 26 March:
In reply to your email cancelling our holiday from 22 to 25 April, my friend Jane Cooper and I would like our full refund plus compensation of a £20 voucher each.
My friend Jane Cooper is emigrating to Australia this summer, so she will be unable to make use of your voucher. It was difficult to get this booking, so we know there is no chance of finding two single rooms anywhere else this spring
We will therefore not be able to make use of our voucher together.
As it happens I have already booked another holiday with you through Bearsden and Milngavie Ramblers at Coniston from 20 to 25 May, for which payment is due on 30 March.
I feel that the least you can do is to transfer my £20 voucher to this holiday, our treasurer Moira Allan is dealing with the payments.
As Jane is unable to use her voucher you could refund this to me, it could be added to my Coniston holiday and I could then repay her in cash. I appreciate you would need permission from Jane to do this.
Given the inconvenience and disappointment we are experiencing I do think that you do owe us this flexibility with the vouchers. We have both been longstanding customers of HF.
It seems there is little communication between the departments in your organisation. I cannot believe the poor level of service that I have received from an organisation I have up till now valued greatly.
I am happy to return the vouchers but would really like to receive the £40 that I was promised.
Dorothea Stanton
Email sent on 26 March
In reply to your email cancelling our holiday from 22 to 25 April, my friend Jane Cooper and I would like our full refund plus compensation of a £20 voucher each.
My friend Jane Cooper is emigrating to Australia this summer, so she will be unable to make use of your voucher. It was difficult to get this booking, so we know there is no chance of finding two single rooms anywhere else this spring
We will therefore not be able to make use of our voucher together.
As it happens I have already booked another holiday with you through Bearsden and Milngavie Ramblers at Coniston from 20 to 25 May, for which payment is due on 30 March.
I feel that the least you can do is to transfer my £20 voucher to this holiday, our treasurer Moira Allan is dealing with the payments.
As Jane is unable to use her voucher you could refund this to me, it could be added to my Coniston holiday and I could then repay her in cash. I appreciate you would need permission from Jane to do this.
Given the inconvenience and disappointment we are experiencing I do think that you do owe us this flexibility with the vouchers. We have both been longstanding customers of HF.
I look forward to hearing from you.
Compose:
Complaint ignored
MinimisePop-outClose
Suggested solution:
Pay £40 in cash promised on 12 April and have the courtesy to reply to my complaint