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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Missed payment date by 6 hours....

111 replies

sharond101 · 20/03/2021 21:11

We changed our family holiday from this year to next year after paying the full balance. After rescheduling I added an extra week to the holiday as a surprise for dh birthday so we were leaving a week earlier. The payment date moved a week earlier and although it was on the invoice I was never made aware of it and woulnt have ever thought about it. Fast forward to now and I see the payment date approaching and ask for an updated invoice (part of our payment had been refunded to us as they were holding a large sum of our money and I didnt receive any updated invoice from that.) The reply was my holiday was cancelled as payment was due the previous day and that I would lose my deposit and admin fees. I sent the enquiry email at 6am, 6 hours passed the deadline and the holiday is apparantly automatically cancelled.
We have used the company before and have recommended them to lots of people on and offline. We have always felt valued (they aren't one of the big companies like Virgin or Tui). The Managee has been really abrupt and heartless with no compassion. I feel cheated and although they have proposed to retain part of our deposit (£450) to use on another holiday in the future we will lose £550.

I am so angry with myself for not realising the date would change and with them for being so cold. They are entirely within their terms and conditions so nothing is illegal but it just seems so insensitive.

OP posts:
ReverendRicketyCricket · 20/03/2021 21:41

Name and shame OP!

MagnoliaBeige · 20/03/2021 21:45

So you didn’t request an updated invoice until after the deadline for payment had passed? Surely you knew the amount to pay was the cost of the original holiday plus the cost of the additional week minus the amount you’d paid already?

blueshoes · 20/03/2021 21:52

and you already said they state they don't send reminders so all the onus is on you to pay on time,

What sort of business does not send reminders for payment? Is stealing deposits their way of making money? Every single holiday booking company I have booked with will send reminders closer to the time for payment.

GeorgiaGirl52 · 20/03/2021 21:56

@blueshoes

I wonder if they are going bust and grabbing every penny they can before they go under.
This is my thought too.^
gardenbird48 · 20/03/2021 21:56

if your holiday is in the UK I wonder if the company needed to work to the letter of their procedures to start minimising the losses they may have suffered this year due to Covid.

With the current travel situation demand seems to be super high for holiday destinations in the UK and with the enormous difficulties that the domestic tourist industry has faced this year, while obviously it seems a bit harsh to you but at the same time there is potentially a business trying to survive in an extremely challenging financial climate and recoup some of the losses.

donewithitalltodayandxmas · 20/03/2021 21:58

I did this with one of the bigger travel agents and this never happened

EveryDayIsADuvetDay · 20/03/2021 22:00

twitter, trustpilot, facebook..

StepOutOfLine · 20/03/2021 22:00

@blueshoes

and you already said they state they don't send reminders so all the onus is on you to pay on time,

What sort of business does not send reminders for payment? Is stealing deposits their way of making money? Every single holiday booking company I have booked with will send reminders closer to the time for payment.

A little one like the OP used clearly. They sound a bit of a one man band if they don't send reminders and it's the MD answering the emails tbh.
funnylittlefloozie · 20/03/2021 22:02

They may be "a business not a charity", but they seem to lack an understanding of how to run a business, especially in these times, and when people can so easily take their complaints to a vast audience. They've made 550 quid profit, but lost potentially thousands of pounds of goodwill.

SunInTheSkyYouKnowHowIFeel · 20/03/2021 22:02

Write to A Question Of Money at The Times & they might help.

DisorganisedOrganiser · 20/03/2021 22:03

Ah yes OP I hadn’t taken into account the risk of losing the ‘goodwill’ payment.

Original poster
sharond101 · 20/03/2021 22:06

@blueshoes

and you already said they state they don't send reminders so all the onus is on you to pay on time,

What sort of business does not send reminders for payment? Is stealing deposits their way of making money? Every single holiday booking company I have booked with will send reminders closer to the time for payment.

Terms and conditions "Please note your balance due date will be shown on your invoice and no balance reminders will be sent."
OP posts:
Original poster
sharond101 · 20/03/2021 22:07

@gardenbird48

if your holiday is in the UK I wonder if the company needed to work to the letter of their procedures to start minimising the losses they may have suffered this year due to Covid.

With the current travel situation demand seems to be super high for holiday destinations in the UK and with the enormous difficulties that the domestic tourist industry has faced this year, while obviously it seems a bit harsh to you but at the same time there is potentially a business trying to survive in an extremely challenging financial climate and recoup some of the losses.

It's international.
OP posts:
Original poster
sharond101 · 20/03/2021 22:08

@SunInTheSkyYouKnowHowIFeel

Write to A Question Of Money at The Times & they might help.
Thank you will do.
OP posts:
Ro198 · 20/03/2021 22:18

Please share the name of the company so that I can make sure I never book with them! That’s awful

2020isnotbehaving · 20/03/2021 22:21

Seems silly that in a pandemic they risk not being able to fill that week and lose money and only take your deposit. When you are willing and ready to pay in full. Even if late.

thecatandthevicar · 20/03/2021 22:22

I’m going to get flamed for this but they are a business, not a charity.

but the OP is hardly asking for charity is she.
It's a dreadful way to do business, it should be about people, not "computer says no".

What would the company lose by being accommodating really?

I seriously question anyone working in the holiday industry with such a horrible attitude.

Original poster
sharond101 · 20/03/2021 22:22

@EveryDayIsADuvetDay

twitter, trustpilot, facebook..
Iam anxious this may affect the "goodwill gesture" of £450 towards another holiday making the loss £1000!
OP posts:
Original poster
sharond101 · 20/03/2021 22:25

@thecatandthevicar

I’m going to get flamed for this but they are a business, not a charity.

but the OP is hardly asking for charity is she.
It's a dreadful way to do business, it should be about people, not "computer says no".

What would the company lose by being accommodating really?

I seriously question anyone working in the holiday industry with such a horrible attitude.

They would lose the £550 as the holiday is international so most likely to be cancelled warranting a refund anyway.
OP posts:
artquejtion · 20/03/2021 22:29

In the current climate, you would think companies would be a bit understanding and compassionate. It is clear it was an honest and genuine mistake on your part, even if it did contravene their T&C's by a few hours.

I would be furious and agree that you should name and shame them on social media.

Awful way to treat a client.

eurochick · 20/03/2021 22:31

"Terms and conditions "Please note your balance due date will be shown on your invoice and no balance reminders will be sent."

Didn't you say that you had asked for an updated invoice as the balance had changed and they had not provided it? If that's right then that's your argument.

Original poster
sharond101 · 20/03/2021 22:39

@artquejtion

In the current climate, you would think companies would be a bit understanding and compassionate. It is clear it was an honest and genuine mistake on your part, even if it did contravene their T&C's by a few hours.

I would be furious and agree that you should name and shame them on social media.

Awful way to treat a client.

Iam anxious this may affect the "goodwill gesture" of £450 towards another holiday making the loss £1000!
OP posts:
CrumbsThatsQuick · 20/03/2021 22:45

Agree, if they haven't sent new invoice, then the date can't have changed?

And the second week should still be ok?

Original poster
sharond101 · 20/03/2021 22:47

@CrumbsThatsQuick

Agree, if they haven't sent new invoice, then the date can't have changed?

And the second week should still be ok?

They sent an updated invoice in July when I changed the dates. They didn't send an updated invoice when part of my already paid balance was refunded to me in December as I had paid the holiday in full before and asked for some to be returned to me hence why I was unsure of the remaining balance.
OP posts:
WeBuiltThisBuffetOnSausageRoll · 20/03/2021 22:49

I wonder if they are going bust and grabbing every penny they can before they go under.

That's certainly not beyond the bounds of possibility - that way, they'll keep the whole £1,000 as a booking for a future holiday will come to nothing.

The reason businesses ask for deposits is to protect themselves from timewasters and flakey people who mess them around, cancel at short notice and expect a full refund on a service that can't be resold, refusing to listen to reason or see it from the business's point of view; deposits are most certainly not there to be instantly forfeited as a punishment for an honest mistake by a legitimate, loyal customer, who is contacting you straight afterwards to get things settled and back on track.

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