My complaint:
I am writing to you to raise an issue about: Holiday Extras.
The issue that I have experienced was:
I have sent three emails without any response or acknowledgment of the emails. Which is really not acceptable.
I have completed an online consultation today without much help and wish to make a complaint and have someone with more authority to contact me.
I made a booking with Holiday Extras for the lounge on Christmas Day for the following day 26/12/23.
I didn’t have the flight number. So I put in the destination as requested. I put in Dubai in the drop down menu and it picked up Dublin instead, it then changed the terminal to the south terminal instead of the north. The Holiday Extra computer only picks up the first three letters so DUB was picked up and it defaulted to Dublin and the wrong terminal.
I was unaware the computer had picked up Dublin and not Dubai until I got ation of the booking. Within a minute I was back online trying to changed the terminal but each time it picked up Dublin and not Dubai.
It kept defaulting to Dublin!! I had no choice but to cancel and rebook using the flight number and not the destination.
Holiday Extras are now refusing to refund my card and have offered a voucher with £10 taken off for the cancellation fee.
This seems so unfair and totally unjust. They are refusing to refund my card. Please can someone help me with this. Thank you in advance.
It occurred on: 2023-12-25
This meant that I have been left out of pocket for £72 and feel upset and disappointed with Holiday Extras. It is impossible to get hold of anyone and they make the process very frustrating.
I would like my card refunded for the full amount. We did use the lounge on the same day at the same time, at the same airport but in a different terminal.
I look forward to your response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.
Yours faithfully,
Nicola Smith
Suggested solution:
Refund my card the full amount
