Hi I wonder if anyone can give me advice - I booked a holiday a while ago through Medinland. I called them to cancel my holiday a few weeks ago and was advised by the operator that I could not cancel over the phone and informed me that I would loose the deposit I had already paid. I was happy to loose my deposit. I was told by the operator that I must send them a letter in writing to cancel and she gave me their address. I sent a letter on the same day and saved a copy of it on my PC.
About 10 days later I received a letter to say that the balance of my holiday was overdue so I though this was an error and I called them immediately to see what was going on. The lady basically accused me of not sending a letter and told me that I would need to pay another 50% of the holiday. I said I would not be dong that as they have on their system that I called to cancel and I was at no time advised that I could email or fax my cancellation letter. I have been told that an external debt collecting agency will be in touch with me.
I immediately emailed a complaint to the customer services and attached the original letter that I sent to cancel my holiday and it has now been a week and I have not even had an acknowledgement.
What can I do about this???
Thanks a million
Lisa
Lisa I would advise you to contact Ros Fernihough for some advice on your rights. Ros has offered our members free impartial legal advice. Please note that Ros does not read or post on this board any contact to her must be made via :-
Tel :- 01922 621114
Tel :- 01922 621114
Lisa
Medinland were bought out by Co Op Travelcare last september.I would suggest contacting them as the owners and play merry hell...Your caring sharing Co op eh??
Medinland were bought out by Co Op Travelcare last september.I would suggest contacting them as the owners and play merry hell...Your caring sharing Co op eh??
Hi Lisa,
Did you get proof of posting or send it registered mail? You'll have a much stronger case if you did because otherwise it's your word against their's. On the basis of the information you provide I'm assuming that you cancelled not long before the balance was due and in those circumstances it is even more advisable to have proof that you sent the letter in good time before the balance was due.
Do you know or have you asked them whether they record calls? If they do you can request that they check exactly what you were told. Generally speaking TOs and TAs won't act on a telephone call alone because they have no proper way of telling whether it really is you or someone being malicious so it is usual practice for them to do nothing until they receive the cancellation in writing and when it's this close to the wire I would always at least get proof of posting because mail does get lost or delayed.
I hope that you are able to sort this to your satisfaction.
SM
Did you get proof of posting or send it registered mail? You'll have a much stronger case if you did because otherwise it's your word against their's. On the basis of the information you provide I'm assuming that you cancelled not long before the balance was due and in those circumstances it is even more advisable to have proof that you sent the letter in good time before the balance was due.
Do you know or have you asked them whether they record calls? If they do you can request that they check exactly what you were told. Generally speaking TOs and TAs won't act on a telephone call alone because they have no proper way of telling whether it really is you or someone being malicious so it is usual practice for them to do nothing until they receive the cancellation in writing and when it's this close to the wire I would always at least get proof of posting because mail does get lost or delayed.
I hope that you are able to sort this to your satisfaction.
SM
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