The customer will need a tour operators invoice to claim on their insurance, which will state the full amount before discount. They can claim all of this back and pay the difference to the agent. (I think.)

Have to say this is a completely new one on me (15 years an agent) and not entirely ethical or moral by the agent. There's an multiple non-independent agent for you, it's all about profit.

i don't understand how they can say you owe the £262 discount applied because you cancelled the holiday and are not entitled to any refund, but if you had taken the holiday (again, paying only the £1802) they'd have let you keep the £262 discount? makes no sense if you ask me!

FWH

Where did i say claim more than the amount ?

If it is a genuine invoice for an additional amount then this would be covered by the insurance.

Kind Regards
Stewart

I think this may depend on who exactly gave the discount, the agent or the tour operator. Even though the agent and tour operator may be owned by the same company, they are split into different divisions. For example as I stated in previous post I have received invoice from Thomas Cook for holiday booked on line with them which included a discount of £404. The Tour Operator invoice (Thomas Cook Operations Ltd) shows a price of £1548 (including their discount of £312). However the covering letter from Thomas Cook. com, who make it clear they are not the tour operator but are an agent for Thomas Cook Operations, included their own discount of £92 reducing the holiday to £1456. It is this £92 discount which they state is invalid in the event of cancellation. All very confusing, but maybe thats the intention.

for those of you that have had to cancel holidays. Have you any idea how long the money takes to come through. I think my dad's took around a month. My friend has had to cancel her cruise for the end of next week, as her dad is dying. She's been to ask if she can postpone the holiday - but no joy there. She really feels as though she'll need a holiday after the last few weeks, but has to have the cancellation money through before she can book. Thanks everyone.

I think my dad's took around a month.

If you're referring to the flights he lost Helen, it took 5 months for the money to come through. That was a totally different matter though. He lost the flights because XL went bust and had to go through that whole rigmarole with the CAA etc.