Hi all
A bit of a rant and a bit of advice needed please.
We booked to have a 'dream' holiday, paid nearly £900 'non-refundable' deposit. The trip was meant to be end of July this year.
However, a week ago we had tragic news that my mum has pancreatic cancer -if anyone knows about this disease you will know it is devastating and caught too late because of the lack of symptoms. On hearing that mums prognosis was 3-6months it was a no decision in terms of our holiday and we cancelled.
The independent agent we had used was sympathetic but made it clear out deposit was non-refundable. We have begged for help but no, nothing apart from she had tried with the main supplier and got nothing, would have tried if the funds were still at 'freedom travel group' (her parent company) and as our contract with her including several 'complicated' chains there is no-one apart from her that we can take this too (we only cancelled a week ago!) we can't use this money for a shorter trip etc.
Whilst we don't expect all of the money back it irks and hurts us that profit is undoubtedly being made and I have no way of sounding off or talking to these nameless, shameless companies and trying to plead to their compassionate nature. We had booked our wedding over there and a tiny little wedding chapel were kind enough and compassionate enough to refund a small amount of our non-refundable deposit ..because they care and understood our circumstances..it just shows you.
The cancellation invoice says the deposits gone to freedom travel that's it, and we can't claim on insurance for this. Its now become a principle thing and if just one of the suppliers helped a small but then it would help us but because their faceless and hiding behind our agent (who undoubtedly wouldn't have brought the personal circumstances into any cancellations) we just have to sit here and let this happen?!
We never signed anything, just had contracts through. Does anyone know any routes I can go down to find out suppliers? Or if contacting freedom travel group would be of any use?
I feel sick at the lack of compassion in such tragic circumstances. Any advise would be greatly appreciated.
First of all- I am really sorry to hear about your mum.
Can I ask why you can't claim on insurance? I've looked at my own holiday insurance and all I would lose is £75. Have you checked with yours?
Can I ask why you can't claim on insurance? I've looked at my own holiday insurance and all I would lose is £75. Have you checked with yours?
Thanks Fiona, ours doesn't pay for family illness according to the terms.
Very very sorry to hear of your mum's condition, and it must be a major shock for you all.
Sadly in business terms, you probably don't have much chance of getting a refund because you signed a contract, but it is a shame that with proof (a letter from your mum's doc for example), the holiday company could not show a bit of compassion.
Might it be worth contacting Simpson Millar, the solicitors mentioned on this forum, who have experience in handling travel litigation issues?
Again, really sorry to hear about your mum and the impact her illness has had on your family. Sometimes s**t happens, but this lack of compassion from the travel agency must make it feel even worse.
Sadly in business terms, you probably don't have much chance of getting a refund because you signed a contract, but it is a shame that with proof (a letter from your mum's doc for example), the holiday company could not show a bit of compassion.
Might it be worth contacting Simpson Millar, the solicitors mentioned on this forum, who have experience in handling travel litigation issues?
Again, really sorry to hear about your mum and the impact her illness has had on your family. Sometimes s**t happens, but this lack of compassion from the travel agency must make it feel even worse.
This must be really distressing for you and your family and I hope that you can get something sorted. Like Fiona, I would have expected you to be able to claim against your travel insurance for something like this and would think that it might be easier to fight to have your claim honoured by them rather than trying to get a refund from the suppliers because unfortunately a non-returnable deposit usually means exactly that.
SM
SM
Thanks all, its the lack of compassion that is a bitter pill to swallow, I think its disgusting and the fact I don't know the 'suppliers' so I have no avenue to take my grievences up with. The travel company said if it were just one supplier or if the money was still with the parent company she would be able to plead, so it seems really unfair.
I will re-try the insurance and may give them a call to see if there's anything further that can be done.
I will re-try the insurance and may give them a call to see if there's anything further that can be done.
I'm sorry to hear about your mum.
I would have thought this should be a travel insurance claim.
A non refundable deposit is just that. If your contract is with the agent any refund would have to come from them. If they can't get it back from their suppliers they aren't going to stand the loss, and they shouldn't be expected to. Agents make very little out of their bookings. The nameless, shameless companies are business, and many are fighting hard to remain that way.
You would be surprised how many times they are asked to return deposits on compassionate grounds. They are a daily occurrence.
I would have thought this should be a travel insurance claim.
A non refundable deposit is just that. If your contract is with the agent any refund would have to come from them. If they can't get it back from their suppliers they aren't going to stand the loss, and they shouldn't be expected to. Agents make very little out of their bookings. The nameless, shameless companies are business, and many are fighting hard to remain that way.
You would be surprised how many times they are asked to return deposits on compassionate grounds. They are a daily occurrence.
I'm afraid I have to agree, This is what insurance is for. Doesn't sound a good company you are insured with, who won't cover critical illness within the family. Which insurer are you with and what policy have you taken?
If it really isn't covered, you could try asking to rebook at a later date?
If it really isn't covered, you could try asking to rebook at a later date?
Sunaddict wrote:I'm sorry to hear about your mum.
I would have thought this should be a travel insurance claim.
A non refundable deposit is just that. If your contract is with the agent any refund would have to come from them. If they can't get it back from their suppliers they aren't going to stand the loss, and they shouldn't be expected to. Agents make very little out of their bookings. The nameless, shameless companies are business, and many are fighting hard to remain that way.
You would be surprised how many times they are asked to return deposits on compassionate grounds. They are a daily occurrence.
But a little wedding company can refund a small part on compassionate grounds, they're a business too. I'm not expecting the travel company to refund, I'm expecting the multi million pound corporate suppliers to show an ounce of compassion ... Even £10 each would give us over £100 to put towards something for mum.
Fiona wrote:I'm afraid I have to agree, This is what insurance is for. Doesn't sound a good company you are insured with, who won't cover critical illness within the family. Which insurer are you with and what policy have you taken?
If it really isn't covered, you could try asking to rebook at a later date?
We tried that but we weren't able too as money had already been sent and cancellations finalised sadly. Its an insurance through my work, it could be me not seeing it so I will check.
AC wrote:Even £10 each would give us over £100 to put towards something for mum.
I'm confused now - are you saying that the deposit included bookings for some of your guests and not just you and your fiancé? If that is the case then they would have to claim against their own travel insurance. It's understandable that your insurance company won't allow you to claim for the lost deposits of other guests. Or do you mean that the total package involved 10 suppliers of different components of your holiday?
Before any of us can give you more specific advice we would need more information about what was booked and with which companies and also clarification of the insurance position. For example, have you submitted a claim and been told that the company is refusing to pay it? In which case what were their rereasons for turning down the claim? Or are you just assuming that they won't on the basis of your reading of the policy? In which case you have nothing to lose by putting in the claim anyway and taking it from there. Either way, I can't work out why you aren't able to do what would be standard in these circumstances which is to claim the deposit back minus any excess on the policy. After all this is exactly the sort of situation that holiday insurance is supposed to be for. What concerns me more, if as you say you have to check with your work about the details of your insurance cover, is possibility that you didn't make sure that you have insurance in place before making the booking.
SM
I'm saying ten different suppliers formed part of our holiday, no guests just me and my fiancé
Re the insurance, I didn't say I have to check with work I said its a policy through work ..I don't work for insurance but its a benefit through my job. I cannot see anything in my policy about family illness, hence I need to check if I'm missing something within my policy as alot of you have suggested this should be covered?!
Re the insurance, I didn't say I have to check with work I said its a policy through work ..I don't work for insurance but its a benefit through my job. I cannot see anything in my policy about family illness, hence I need to check if I'm missing something within my policy as alot of you have suggested this should be covered?!
AC
I think you might find you are covered. If not- then I suggest you speak to your work- as its clearly not a benefit and has actually cost you money.
Let us know how you get on. Good luck
I think you might find you are covered. If not- then I suggest you speak to your work- as its clearly not a benefit and has actually cost you money.
Let us know how you get on. Good luck
Most travel insurance policies cover illness of close relatives provided it is not a pre-existing condition known about at the time of booking or taking out the travel insurance.
You need to read your policy under Medical Conditions and Close Relatives.
Sorry to hear about your Mum.
You need to read your policy under Medical Conditions and Close Relatives.
Sorry to hear about your Mum.
Sorry to hear about your Mum.
This is definately a travel insurance issue rather than an issue for the company.
I claimed from my tavel insurance when my Mum had Stroke a few days before we were due to depart on holiday. All decent travel insurances pay out for this provided there was no prexisting, and you provide a Doctors letter.
You are wasting your time with the travel company, they hear such things every day, genuine people are not helped by those who basically lie to get a refund when they have just changed their minds etc.
This is definately a travel insurance issue rather than an issue for the company.
I claimed from my tavel insurance when my Mum had Stroke a few days before we were due to depart on holiday. All decent travel insurances pay out for this provided there was no prexisting, and you provide a Doctors letter.
You are wasting your time with the travel company, they hear such things every day, genuine people are not helped by those who basically lie to get a refund when they have just changed their minds etc.
Hey all thanks for all your very kind replies and support.
I actually had a 'surprise' email from the agent today (this was on the back of email tennis on Friday where I had the 'no we can't do anything, I've tried with the suppliers, my hands are tied etc' and me replying making my feelings absolutely known) saying she had tried again with suppliers and managed (magically) to get us £365 back, which is just under half our original deposit.
Obviously I'm thrilled, this was never about the full amount it was about cancellation fees being charged, profits made and basically having to 'pay' for such a tragic awful nightmarish situation. We are not sure if we will pursue insurance for the rest as we would prefer to focus on today and not make things harder and focus on today and every second we have with mum but for everyone who suggested us to look into this (despite me not seeing it on the policy cover) many thanks and it might be that we decide to look into this.
I will stick around and hope I can help others as you guys have helped me
I actually had a 'surprise' email from the agent today (this was on the back of email tennis on Friday where I had the 'no we can't do anything, I've tried with the suppliers, my hands are tied etc' and me replying making my feelings absolutely known) saying she had tried again with suppliers and managed (magically) to get us £365 back, which is just under half our original deposit.
Obviously I'm thrilled, this was never about the full amount it was about cancellation fees being charged, profits made and basically having to 'pay' for such a tragic awful nightmarish situation. We are not sure if we will pursue insurance for the rest as we would prefer to focus on today and not make things harder and focus on today and every second we have with mum but for everyone who suggested us to look into this (despite me not seeing it on the policy cover) many thanks and it might be that we decide to look into this.
I will stick around and hope I can help others as you guys have helped me
Glad to hear this AC 
Please do stick around AC and very pleased that we've been able to help you - pass the word around
Please do stick around AC and very pleased that we've been able to help you - pass the word around
Pleased to hear you have a result you are happy with AC
I am pleased for you. Good to hear you will stick around
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