To expect a FULL refund?

[Silverbook]

The facts-

I booked a trip, it was a supported cycling trip from London to Paris. Originally leaving London on the Sat at lunch time, arriving in Paris on Sunday at lunchtime. My plan was then to fly home and make work on Monday. I can't take time off Mon-Thursday out with prearranged holidays. This was booked last year and was for this May.

Got an email the week before last to say they had tried to book the ferry only to find out there was no ferry on the Sat night. The trip was postponed to leave on the Sunday eve and arrive on the Monday eve. This means I can't go.

They have offered a refund but minus £50 for 'admin'. I'm not sure why this is annoying me so much but I feel it's really cheeky. Essentially I am being fined for their lack of organisation.

The T&Cs only reference an admin fee in cases where the buyer cancels.

Do I just need to get over this or is it worth an email?

Can you claim off travel insurance?

Do you not have insurance?

I would email, they changed the terms of the trip, not you. Why should you lose out?

They cannot take an admin fee as they have changed the trip. Push for a full refund.

I would expect a full refund.

Worth following the advice here: www.which.co.uk/consumer-rights/advice/how-to-complain-about-your-holiday-booking-ay4Pa7Z0vix2

You're entitled to a full refund as they're the ones making the changes.

YANBU but I’m not sure Id find the time to take it further in your shoes

Seems very odd no ferry on a summer weekend

You made me think so I just checked, Dover to Calais runs every Saturday in May right up to 11.45pm every 45 minutes.

@Silverbook they are having you on. Something not right here…

A few people are mentioning travel insurance but presumably the excess would be more than £50

No way, the admin cost is not your problem, it wasn't your mistake. They made the mistake. The loss is theirs to bear.

Regarding insurance- my excess is more than £50 which I know is an indicator that’s it’s not worth the hassle but I just think it’s so cheeky!

I never actually thought to check this! It’s the Newhaven to Dieppe ferry though. I like your detective skills!

Got an email the week before last to say they had tried to book the ferry only to find out there was no ferry on the Sat night.

My question is who are ‘they’. It makes a difference if they are a travel agent or just some friends.

Why should you claim on insurance when it is the organisers who have changed the arrangements?

I would send an email and I wouldn't strain myself to be diplomatic about it. Diplomacy will only signal you are a push over to these cheeky fuckers.

My email would go something like:

Thank you for your email regarding the change of departure. Unfortunately the new dates will make it impossible for me to undertake the trip. Given the change of arrangements have been initiated by you I anticipate a full refund and do not expect to cover admin expenses.

Yanbu you cancelled yes, but only because they changed the 'product' so feels cheeky they are charging you an admin fee.

You should be due a full refund as it is now not as described.

If your flight was booked separately though and not part of the trip like a package then you won't get that back if you cancel it.

Posted too soon.

Unless you booked a refundable flight.

It may be worth going through travel insurance and claim for both

I too would reply by email and insist on a full refund.

I'd want my £50 back. They changed the trip not you.

If they won't budge see if you can do a charge back on your card.

100% full refund. They changed the dates.

There is 23:00 sailing every Saturday in May from Newhaven. So something else is amiss and they owe you a full refund. Insurance probably won't cover it.

How strange. This the the email....

Date Change:

DFDS

• the ferry company we use to cross the Channel - are not running the proposed crossing from Newhaven to Dieppe on the evening of Saturday 29th April. We have pleaded with the powers that be at DFDS to put on the 23:00 crossing but sadly no dice! We've looked into many different options including changing the route, taking coaches and the Eurotunnel instead of the ferry, or not doing the event at all this year.

Knowing that some of you signed up for this pre-pandemic, the thought of not going ahead in 2023 was unbearable. To make this work, the event will now start 24 hours later. Everything else will stay exactly the same.

The new dates and times are as follows:

• Leave Greenwich (24 hours later than planned) on Sunday 30th April at 13:00 for a 15.00 departure

• Cycle from London to Newhaven 60 miles

• Overnight ferry 23.00 on Sunday 30th April

• Cycle to Paris from Dieppe on Monday 1st May – target arrival time 16.00

• Celebrations at the Eiffel Tower

• Head to the hotel for our celebratory dinner, drinks, and a well-earned sleep!

• Tuesday 2nd May: travel back to London and pick up bikes before onward journey