My complaint:
This is the complaint I have tried to file with Holiday Extras. After going to their Support page and ‘Chat’, my posting was queued and the message told me I was Number 1 in the Chat queue and I am still waiting for any kind of response after over 2 hours!
Sir,
I booked a Meet Greet parking with you at Stansted (Booking Ref. BYJJTM). You will see this booking was made on 15 March 2021. By that date, the MG facility at Stansted had been closed for a considerable period. HolidayExtra, therefore, knowingly sold me a package they could not provide.
On arrival at Stansted, with elderly parents, we were clearly unable to access the MG and, eventually, had to enter a Car Park much more distant from the Terminal and seek help. The personnel at Stansted were sympathetic but were, of course, unable to provide access to the facility we had paid for. Consequently, we were only able to park in an area much more remote from the Terminal, which proved to be a most challenging journey for those in the party who were less able – the very reason we paid a premium cost to park close to the Terminal entrance. I believe you have knowingly sold a package under false pretenses, cognisant of the fact that the MG had been closed for some time. To exacerbate that, even when I amended our entry time, only a few days before arrival, you still chose NOT advise or inform us that this facility was no longer available.
Given the above, I would a) welcome your explanation as to how you are still marketing a facility you cannot provide and b) how you intend to to recompense me given the considerable inconvenience caused to our travel plans and discomfort to less able individuals.
In the spirit of full disclosure, you should know that I have taken a screen shot of this correspondence for forwarding to my Solicitor.
I look forward to your timely response.
Lee Slack
Suggested solution:
Reimburse the cost of the booking.
