My complaint:
Your website quite clearly advertises that if you book a flexible booking you may amend and cancel at any time for a full refund. Note the wording full refund not voucher.
I made a booking and had to cancel I received a full refund but only by contacting your customer services. Your company has a policy of issuing vouchers which come with attached terms and conditions not made clear at the time of booking. This is in my opinion an attempt to disguise additional charges and trick consumers out of their protection given under the customer rights act. Why not just offer a refund and why only offer the option of a £10 cancellation fee on the website. This is a direct contradiction of the contract advertised and is straddling the lines of advertising and consumer law practices.
I subsequently rebooked and had to cancel again due to covid. I then decided to rebook and just use the voucher to avoid contacting your team. This is because it is not possible to claim a full refund on your site as described above.
I have now had to cancel this trip again due to measures out of my control, covid. I am now been told not only will I have to pay £10 to redeem my money for this booking but the £67 left over on the other voucher is now not valid for a cash refund.
Quite frankly this is in my view a deliberate misleading strategy to make it difficult for customers to get their money back. If I book at a hotel they don’t offer me a voucher if I cancel nor does it state this anywhere when you make a booking.
I am willing to be reasonable to see this matter over if you refund my £67 remaining even with the £10 charge which I believe is not liable.
If we cannot come to a reasonable agreement I will be forced to follow this matter up with the financial obundsman service.
Suggested solution:
Refund my remaining voucher amount either with or without a £10 charge. Otherwise I will be forced to file a formal complaint requesting follow up with the financial obundsman service.
