hi everyone,
i phoned first choice on saturday to pay the balance of my holiday which was booked in january only to be told it had been cancelled on march 28.
this was not done by either myself or my husband.terms agreed loss of deposit.the holiday was still available and rebooked at no extra cost to myself. the person who dealt with the cancelation was not in and i asked that i be phoned on monday with an explanation.
i had to phone them on wednesday.kept on hold for fifteen minutes then offered no explanation except they had a phone conversation with someone cancelling due to personal reasons and as the holiday had been reinstated what more did i want? when i asked for customer services number i was given a number that is no longer in use. phoned back and given another number but the girl said she'd put me through and i ended up with the same person.that i wasn't happy with in the first place.when i phoned the customer services number myself they said it was probably a human error said sorry it wasn't their dept and i should talk to admin where i'd just phoned.i said i'll not bother.
today i looked at my bank statement and discovered that they had taken £191 too much for the holiday this resulted in me using my overdraft.phoned again and spoke to a nice supervisor. told the didn't check the original price for the holiday and it would be refunded asap. i am absolutely livid about the situation and wondered what i should do now . any suggestions appreciated.
kiershay [sorry it was sooo long ]
Crikey, I too would be fuming. First of all, keep checking about this refund. Did they say it would be paid back into your bank account?
They seem to be dismissing your frustration at this because the holiday is still available. That's not the point as far as you are concerned. I'm guessing that your concerns are about the customer service and attitude you've received.
I suggest you write a stern letter with all the details you can, including names of people you spoke to, expressing your dissatisfaction with this.
From a legal point of view I don't think this is a case of claiming compensation because as they will say it was a simple mistake and no contracts have been broken - a case of your word against theirs if you like as you now have the holiday you originally booked. However, writing to someone higher up will hopefully at least mean that it's investigated internally and someone is given a proper rollocking.
Sometimes when they give this cancellation stuff I wonder if it was just an error on behalf of someone there, pressing the wrong button if you will, then they come up with all manner of excuses which just make it worse in my opinion.
Someone else may have some further ideas if this is something to pursue further than I've suggested but my letter would be requesting an apology. You would get at least this from, say a supermarket if you'd received poor customer service there.
They seem to be dismissing your frustration at this because the holiday is still available. That's not the point as far as you are concerned. I'm guessing that your concerns are about the customer service and attitude you've received.
I suggest you write a stern letter with all the details you can, including names of people you spoke to, expressing your dissatisfaction with this.
From a legal point of view I don't think this is a case of claiming compensation because as they will say it was a simple mistake and no contracts have been broken - a case of your word against theirs if you like as you now have the holiday you originally booked. However, writing to someone higher up will hopefully at least mean that it's investigated internally and someone is given a proper rollocking.
Sometimes when they give this cancellation stuff I wonder if it was just an error on behalf of someone there, pressing the wrong button if you will, then they come up with all manner of excuses which just make it worse in my opinion.
Someone else may have some further ideas if this is something to pursue further than I've suggested but my letter would be requesting an apology. You would get at least this from, say a supermarket if you'd received poor customer service there.
Would they really cancel a holiday over the phone. They must require this in writing. If they did cancel it would they not confirm it in writing to you. It all sounds rather slap dash on their part. 
As we have been told on this forum only the lead name can cancel, or does this not apply when only 2 people are going. Maybe you should phone First Choice every day just to make sure that someone hasnt cancelled your holiday again 
they may just get the point.
As we have been told on this forum only the lead name can cancel, or does this not apply when only 2 people are going. Maybe you should phone First Choice every day just to make sure that someone hasnt cancelled your holiday again they may just get the point.
Hmm sounds a little odd to me as only the lead name can cancel or amend any bookings. This is obviously for security reasons ie anyone who knows your booking details could phone and cancel a genuine booking, that's why usually security questions are asked.
If the extra £191 is because of a price increase then you are entitled I would imagine (not gospel as I am not qualified in travel law) to compensation for any extra charges incurred because of this error.
I would strongly suggest that you contact Ros Ferniough on she is a travel law lawyer who assists our members. She will give you free advice and can be contacted on 01922 621114
If the extra £191 is because of a price increase then you are entitled I would imagine (not gospel as I am not qualified in travel law) to compensation for any extra charges incurred because of this error.
I would strongly suggest that you contact Ros Ferniough on she is a travel law lawyer who assists our members. She will give you free advice and can be contacted on 01922 621114
Hi,
We booked last November with FC to go to Ibiza this Sep.
When we booked there were 5 of us going, unfortunately my daughter & grandaughter are not able to go now, we went to the travel agent and asked if we could change from SC to HB as i have paid almost £1800 and now there are only 3 going.
The reply from first choice was NO - they said my son would have to share the apartment with me & my husband - my son is 19, i told them that i had paid for 1 apt & 1 studio.
They told me that no-one could stay in a room on thier own - even though it states in the brochure "1 adult" under supplements, the woman at first choice said she didn't know that it said this???
The travel agent has advised that i don't cancell daughter/grandaughter because of cancellation fees, we can go HB if i stump up another £450!!
Even with charges/supplements etc i have still paid enough for 3 to stay HB - but FC are having none of it, It's £379 @ HB so even after charges still got enough!!!!!
Won't be booking with FC anymore, especially after they have done the same to my friend.
Sorry for moaning - still gonna try & have great hols
We booked last November with FC to go to Ibiza this Sep.
When we booked there were 5 of us going, unfortunately my daughter & grandaughter are not able to go now, we went to the travel agent and asked if we could change from SC to HB as i have paid almost £1800 and now there are only 3 going.
The reply from first choice was NO - they said my son would have to share the apartment with me & my husband - my son is 19, i told them that i had paid for 1 apt & 1 studio.
They told me that no-one could stay in a room on thier own - even though it states in the brochure "1 adult" under supplements, the woman at first choice said she didn't know that it said this???
The travel agent has advised that i don't cancell daughter/grandaughter because of cancellation fees, we can go HB if i stump up another £450!!
Even with charges/supplements etc i have still paid enough for 3 to stay HB - but FC are having none of it, It's £379 @ HB so even after charges still got enough!!!!!
Won't be booking with FC anymore, especially after they have done the same to my friend.
Sorry for moaning - still gonna try & have great hols
I'm sure I'll be corrected if I'm wrong, but I think this is one instance where FC is not actually to blame. I assume you have paid for the holiday in full so if you can't get a refund on your daughter and grandaughter's flights and accommodation would just leave as it is so as not to free up seats and accom for FC to resell. As for single people not being able to stay alone, think this just a load of rubbish to try to resell the apartment.
If £1800 is the full price then
When you mention half board are you meaning half board at the apartments you've already booked? Or are you wanting to change to different accommodation?
If it's in the same accommodation then FC would be right in saying that your son shares with you in order to justify the HB. You cannot, for example pay for a room for 2 then if one dropped out expect that persons share of the money to pay for your HB? What FC might be saying is yes, you can have HB but you would all have to share the 1 apartment therefore freeing up the studio to compensate.
There are now 3 of you going on holiday for £1800 ie £600pp, you have your flights, so the only other option is to see what FC would offer you at another accommodation with you paying an amendment fee. Your problem could be that you require 2 rooms one of whom is going to be for a single person.
doesn't apply as you have paid for whoever was going to share with your son if you are staying as you are.They told me that no-one could stay in a room on thier own - even though it states in the brochure "1 adult" under supplements,
When you mention half board are you meaning half board at the apartments you've already booked? Or are you wanting to change to different accommodation?
If it's in the same accommodation then FC would be right in saying that your son shares with you in order to justify the HB. You cannot, for example pay for a room for 2 then if one dropped out expect that persons share of the money to pay for your HB? What FC might be saying is yes, you can have HB but you would all have to share the 1 apartment therefore freeing up the studio to compensate.
There are now 3 of you going on holiday for £1800 ie £600pp, you have your flights, so the only other option is to see what FC would offer you at another accommodation with you paying an amendment fee. Your problem could be that you require 2 rooms one of whom is going to be for a single person.
Not sure if this helps at all... there is no reason why they can't get you a twin room for sole occupancy for your 19 year old as long as you are happy with the supplement.
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