AIBU?
To feel robbed by love holidays
Chloefairydust · 06/09/2022 05:10
So in May me and my partner booked a holiday with love holidays, regrettably. Their customer service is non existent. They cancelled our flights after we had already paid for them, and never rebooked flights. We couldn’t contact them to reorganise our flights, so we ended up having to organise our own flights thinking we could get a partial refund on the holiday as obviously they never organised our flights. However there’s no way of getting in touch with them and they basically owe us £1400 . I have come to accept I’m never going to see that money again. Just wondering if anyone else has had the same experience?
Am I being unreasonable?
AIBUYou have one vote. All votes are anonymous.
Chloefairydust · 06/09/2022 06:33
Yes it was a package holiday, partner looked it up and apparently there’s not been much success with small claims courts with love holidays as they get you to accept no refunds in their small print in terms and conditions. So basically we would risk losing a further £80 in court fee costs and would be likely to lose as love holidays has covered themselves legally.?
I don’t fully understand it, I have filled out a form for trading standards just now. It’s very frustrating and I just feel angry about it. Me and my partner are both on minimum wage, so it’s a lot of money to us.
Babyincoming22 · 06/09/2022 06:44
Hey OP, I had similar issue during first year of covid. As the airline cancelled the flight love holidays did not refund me until the airline refunded love holidays first.
I would get in touch with airline (also not easy) and confirm if a refund has been processed yet. Once they confirm in has, it's then for LH to refund. I was able to reach them, but only through the website during covid where as before then Ive always been able to call LH. It took around 6-8 months to get my money back, but for my holiday it was the airline dragging their feet over the refund to LH, they kept processing it and then cancelling (this is what they admitted to me) and that was Ryanair.
I'll never fly with Ryanair again after two cancelled flights and delayed refunds during the last two years, where as I've never had any previous issues with LH and booked from then probably 4-5 times over the years.
Chloefairydust · 06/09/2022 06:50
Love holidays were really vague we don’t even know what flight companies they used to start with, the communication with that company is honestly so bad it’s unreal. I’m going to ask bf to check with his bank to see if there’s a form to fill in like you said, he’s with nationwide so I don’t know what their like with stuff like this
PrincessInDisguise · 06/09/2022 06:52
I've used them for 1-3 holidays a year for the last six or seven years and never had an issue.
Their ATOL number is clearly stated on their website - "Our ATOL number is 10989. Find out more about the ATOL scheme and what it covers, or visit the CAA website." - hopefully that helps with your claim?
I had a holiday cancelled that was booked through them throughout COVID and while I had to wait a long time for my flight refund that was down to the airline not them. They sent me regular emails and couldn't have been better tbh.
Hope you get sorted soon as i'd be devastated to have missed a holiday and lost that much money.
Chloefairydust · 06/09/2022 07:02
Princess in disguise- you have clearly had a different experience to us, the only time love holidays emailed us or spoke to us was to take our money. After they had our money that was it, all communication portals with them closed, you can’t even phone them. It’s just unbelievably bad. Never known a company that has zero customer help
Graceymac99 · 06/09/2022 07:04
I booked a holiday with Love Holidays in August. The photos showed first floor accommodation with a private terrace/large balcony. When I arrived the accommodation was on the second floor with a tiny Juliet balcony. When I queried this locally I was told this was what I had paid for. The larger outdoor space was more expensive. I do think it was sold under false pretences by Love Holidays as you would expect the photo on the website to be what you are booking. There was no photo of the accommodation that I actually was given on arrival and I would not have booked if I had realised there was no outside space at all as we are a family of five. I know this is minor in comparison to the flights issue and I felt I had to accept this as technically we had a balcony but couldn’t step out on it. It was false advertising in my opinion and I would not book with them again as I wouldn’t trust them to provide what they are actually advertising.
LateAF · 06/09/2022 07:05
Chloefairydust · 06/09/2022 06:33
Yes it was a package holiday, partner looked it up and apparently there’s not been much success with small claims courts with love holidays as they get you to accept no refunds in their small print in terms and conditions. So basically we would risk losing a further £80 in court fee costs and would be likely to lose as love holidays has covered themselves legally.?
I don’t fully understand it, I have filled out a form for trading standards just now. It’s very frustrating and I just feel angry about it. Me and my partner are both on minimum wage, so it’s a lot of money to us.
They haven’t covered themselves legally since they haven’t provided a service you have paid for, and unfair terms in consumer contracts are void.
Tachos · 06/09/2022 07:06
I'm on a love holidays holiday right now and have had no issues. Well my booking confirmation didn't come through within 72 hours as its meant to and I just googled and found a number, called them and it was sorted by the end of the day.
Don't have the number to hand but it is on Google somewhere. They were very helpful on the phone.
Chloefairydust · 06/09/2022 07:10
Let me know that number because I can’t find it, every number I have tried doesn’t work, you get through to an automatic message machine that tells you you can’t speak to anyone until a week before your holiday. Then when you finally get through your on hold forever and then they make false promises or randomly hang up on you. Once your holiday has started you can no longer get through on that line, only a week before a booked holiday.
twilightermummy · 06/09/2022 07:33
A relative of mine had issues with them. Their flights were cancelled a few days within booking with them and then they were stuck in massive online queues for live chat help every single day. The flight wasn’t rearranged until a fortnight before they were due to fly out.
Xpologog · 06/09/2022 07:41
www.journaloftradingstandards.co.uk/consumer/package-holiday-rules-updated/
www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/
Also put your complaint on repeat on their Twitter page.
Kerrrmieee · 06/09/2022 07:51
You will need to contact the airline to see whether they have refunded LH or not.
Did you say up thread that you didn't know which airline they were using? It will all be on your original booking itinerary.
I had a full refund from them during the covid pandemic. I think it was from 2 weeks before the holiday that I was eligible to claim due to the sheer number of refunds being issued.
Didn't have a problem, all done via online portal.
To comment on this thread you need to create a Mumsnet account.