My complaint:
At 8pm last night 27/7/2023 , the night before we were due to go on holiday my husband became suddenly very ill and was rushed into the hospital as an emergency and was diagnosed with sepsis. I contacted customer service about this and they were no less than extremely unhelpful and offered no solution other than a £40 charge for a name change! We paid £1000 for this holiday and due to severe and extreme unforeseen circumstances we are unable to go
Suggested solution:
I should at least be offered a refund or at the very least a chance to use the holiday on a different date
