To feel robbed by love holidays

[Chloefairydust]

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?

[SheeWeee]

@Chloefairydust

It’s so bad though that the only way we have to contact them is by posting a letter or sending an email, both of which are likely to be ignored.

Like why can’t they have a customer helpline phone number like every other company in the 21st century has.

+44 208 175 1145

They do.

And the airline reference number was on your pdf booking voucher that was emailed to you when your booking was confirmed.

[Testina]

I’ve read your screenshots. The latest dates of them - 9th March - says you’re happy to go with <redacted> flights.

I posted earlier a theory that no refund was due because they did book flights for you, and you were a no show.

That message was later than the ones about the long stopover flight.

I’m not defending such a poor lack of service that they haven’t just explained that… but are you sure you didn’t have flights with them?

It sounds like your boyfriend find a new email every time he looks, so I’ve no confidence that he doesn’t in fact have that flight confirmation for a flight you never showed for!

[SheeWeee]

@Testina

I’ve read your screenshots. The latest dates of them - 9th March - says you’re happy to go with <redacted> flights.

I posted earlier a theory that no refund was due because they did book flights for you, and you were a no show.

That message was later than the ones about the long stopover flight.

I’m not defending such a poor lack of service that they haven’t just explained that… but are you sure you didn’t have flights with them?

It sounds like your boyfriend find a new email every time he looks, so I’ve no confidence that he doesn’t in fact have that flight confirmation for a flight you never showed for!

I was thinking exactly the same thing! Seems quite likely the reason that they didn't get a refund is that they were not due a refund.

[Chloefairydust]

Update:

Firstly thank you sooo much fictionalcharacter for those numbers!

so we called the first number you gave and got through to sales team. Had to phone multiple times all day as they kept saying they couldn’t help. It’s not their department ect and it was a complete ball ache to be fair. I still wouldn’t recommend them as a company because of all this. We kept getting hung up on or put on hold and sent to the ‘customer help’ line that puts you though to the automated system that doesn’t let you talk to anyone unless your booking is like a week before your holiday or something. Obviously this isn’t helpful in our case or probably most peoples cases to be fair.

Eventually after I don’t know how many times calling that number we got through to a really helpful person called Nos (anyone in the same situation as me call that number and ask to speak to Nos) She actually processed the refund for us. OMG I’m in such disbelief that someone at love holidays actually helped us. We will be issued the refund in 2 to 5 days and have been given a refund receipt emailed to us. I’m so relieved, I can’t even explain the stress we have been through with love holidays, it’s so nice that it’s finally over.

Anyone thinking of booking a holiday, I would really recommend booking with a company that’s ABTA protected. And really research the company. Because what should be a relaxing thing like a holiday can quickly become stressful and expensive if any problems arise and the company isn’t that helpful resolving your issues. Having protection from a third source like ABTA can make all the difference.

I almost don’t believe it, I’m actually still shaking from the stress of talking with all those people. But we have finally been given a refund.

[FictionalCharacter]

You're very welcome. But it's true to say that many of us have found this company to be OK. And it's nothing to do with ABTA or ATOL. As I said previously those are to protect passengers when the company goes out of business. Not to get involved in disputes and refunds involving companies that are still trading. LH haven't gone out of business.

[Day20]

@FictionalCharacter

You're very welcome. But it's true to say that many of us have found this company to be OK. And it's nothing to do with ABTA or ATOL. As I said previously those are to protect passengers when the company goes out of business. Not to get involved in disputes and refunds involving companies that are still trading. LH haven't gone out of business.

But if your flights are cancelled or changed and there's a price difference do LH still cover it? I've heard this is the issue finding customers alternative flights but the expense falls on the customer?

[Chloefairydust]

Yeah that is an issue, the amount we paid them was £200 more than what was advertised. After the first lot of flights were cancelled, they phoned us and we had to pay £200 more for different flights to be arranged (those were later cancelled too 🤨) . So basically yeah there’s no guarantee the amount you get quoted will be the amount you have to pay, it’s possible they will ask for a few hundred more.

So in that case you might think your getting a cheaper deal with love holidays on first impression, but it’s possible your going to end up paying more or the same amount as you would with a more reputable company anyway 🤷🏼‍♀️

I think next time we will probably use jet2holidays or maybe that one that’s still on the high street to book our holidays with. Or maybe we will just book it ourselves. Booking our own flights and transfers was pretty easy online so I can’t imagine booking hotels online would be anymore difficult…

And next time we will always pay with credit card too.

[Day20]

I thought so.... but I just wanted to check. Sounds terrible and I know the overall holiday may be cheaper than TUI... but I wouldn't want that risk! Supposing you didn't have that money spare?? It's a firm no from me.

Its a newish thing so time will tell for Loveholidays

[rookiemere]

@Chloefairydust jet2 holidays are excellent. You can pay in instalments and their cancellation policy is pretty generous as well.

[Chloefairydust]

Yeah I have heard the same regarding jet2holidays, I have family members who always use them and highly recommend. I think they arrange flights themselves to through their own. Whereas a company like love holidays it goes through middle men with arranging flights, so there’s more problems that can arise. Annoyingly we actually almost booked with jet2 however compared prices and it seemed we would get a better deal with love holidays … If only we had known 🙄.

Aww well, lesson learned.

[Bubblebubblebah]

That's why they are cheaper.

It is NOT package holidays like jet2 or TUI. It's an agent. So yes, you have to pay difference if flight is cancelled.

Glad you got your money back

[Chloefairydust]

The biggest red flag to me about this company is how they make their customer service line inaccessible, yet if your phoning the sales team who are hoping to take money off you for a new booking all of a sudden you are allowed to talk to a human being no problem 🙄

[Testina]

@Chloefairydust

The biggest red flag to me about this company is how they make their customer service line inaccessible, yet if your phoning the sales team who are hoping to take money off you for a new booking all of a sudden you are allowed to talk to a human being no problem 🙄

It’s not a red flag, it’s how they keep their prices down, which you wanted to take advantage of. It’s a choice.

[Day20]

@Testina not strictly true. This only came about during covid didn't it? Prices fluctuate across all airlines so probably customers could find similar price else where and have pece of mind also.

Love holidays were apart of Abta not so long ago.

[Freeasabird76]

Oh god I've got our first holiday abroad booked with loveholiday for next year.

[Chloefairydust]

freeasabird - try not to worry, chances are your holiday will go ahead without any problems. Our issues with love holidays started early in the process, so if you haven’t had any problems yet then I would try not to worry about it.

[MmHmm]

I booked with love holidays (regrettably) just before covid. They were an absolute nightmare. They turned their phone lines off and the only way to get in touch was through your booking online. We managed to get our flights refunded by putting a claim through easyJet directly and then the rest of the package refund was refunded two weeks after the original departure. I would advise anyone considering booking with them to reconsider.

[Testina]

@Day20

@Testina not strictly true. This only came about during covid didn't it? Prices fluctuate across all airlines so probably customers could find similar price else where and have pece of mind also.

Love holidays were apart of Abta not so long ago.

Businesses moving communication to online portals, automated calls and live chats and discouraging in person phone calls (not making numbers obvious, long pre-dates Covid.
It’s a cost cutting measure. Phone calls are resource intensive.
Think about calling your credit card company - and getting a balance even though you didn’t press for it. It weeds out the common request, without all the chat.
Covid labour issues increased call wait times, but had nothing to do with the likes of Love Holidays funnelling interaction through “manage my booking” type portals.

[Bubblebubblebah]

@MmHmm

I booked with love holidays (regrettably) just before covid. They were an absolute nightmare. They turned their phone lines off and the only way to get in touch was through your booking online. We managed to get our flights refunded by putting a claim through easyJet directly and then the rest of the package refund was refunded two weeks after the original departure. I would advise anyone considering booking with them to reconsider.

That was the normal.procedure.
I messaged them when covid hit, they told me how to claim off easyjet and the refund for hotel is due 2 weeks after the date of holidays. I am aure it was in T&Cs

[Jourcell]

They robbed me 1439£ too hotel never got confirmed being sent back and forth customer service and assisted line like a yow yow

[existentialpain]

I will never use Love Holidays after my first and only experience with them led to me being refused a room in the hotel I'd booked with them due to my booking not being recognised. If it wasn't for the amount of cash I had on me I'd have been on the street at 2am in a foreign country. I gave them a rubbish review and I will never ever book with them.

[SisterMichaelsHabit]

🚨 ZOMBIE! 🚨

[Puzzledandpissedoff]

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

Sounds familiar - IME Onthebeach are every bit as bad, and while we did get our holiday with them in the end, the stress they caused just wasn't worth it

[mishmased]

Have to say I have been on another holiday to Madeira with Loveholidays since this thread started and had no issue whatsoever. Only downside is you tend to lose half of either your first or last day. Hope you got sorted op!