To want my holiday cancellation cost

[HibiscusCotton]

I had a deadline to cancel a holiday,

I enquired by email on March 3rd about cancellation, they informed me that if I cancelled before March 16th the cost would be 30%. I replied that yes, I do wish to cancel.

They didn’t reply to the email or pick up their phones, citing being swamped by everyone cancelling. They finally got back to my email and cancelled today, as it is now past March 16th they have retained 80% of the cost.

I made every effort to contact them, and requested cancellation well before the deadline. Do I have a right here, or can they just say ‘this is the day we have been able to cancel’.

I know it’s small in the scheme of things, but it’s a fair bit of money to us, our first holiday ever as a family as well (in 10 years of having kids) and retaining 80% means we won’t be re-booking, probably for years.

Was cancelling via email acceptable in their T&Cs? If so, your cancellation is classed as being received by them when you replied to their email, I believe... I know if you send it by post, you can class it as them receiving it the day after you post it, even if they don't get it then.

I would go back to them and politely - as the person reading your email probably isn't to blame - point out that you cancelled before the deadline, citing the date and time in your email confirming that you wished to cancel, and asking for the rest of the refund that you are due.

Well in the scheme of things, people will lose their jobs and therefore income and so i think everyone is entitled to try and claw back as much money as they can. I feel for the companies but I feel more for individuals.
No advice I'm afraid but I agree with you.

What method have you paid by?

I paid by credit card.

What annoyed me even more is they offered a ‘reduced’ rebooking cost of 70euro. My initial email from them offers a rebooking cost of 30euro!

The person who emailed me has actually replied to my email that say

‘Yes, I can confirm as per your enquiry I wish to cancel before March 16th. I acknowledge I will lose 30% of the booking price in doing so’

The one they sent before asked if I definitely wish to cancel, and asked if I’d prefer to rebook for 30euro. It ends:

If you want to cancel your booking or if you want to rebook to above mentioned rebooking costs, we would like to receive a confirmation via email.

It should stand as you emailed before the cut off

Email them for a refund of the difference. If they refuse, contact your card provider who can complete a partial charge back. They'll need your email evidence.

It all might take a short while though as obviously most companies are working on skeleton staff.