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AIBU?

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Original poster

To expect a FULL refund?

90 replies

Silverbook · 29/01/2023 13:47

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?

OP posts:
Original poster
Silverbook · 29/01/2023 15:22

PriamFarrl · 29/01/2023 14:43

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.

It's a company.

OP posts:
JudgeRudy · 29/01/2023 15:27

Silverbook · 29/01/2023 13:47

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?

You're entitled to your money back. They've broken the contract. Provided you can prove exactly what you paid for then you're OK. That's not to say that it will run smoothly and you might have to fight for it but going on the information you've given it should go in your favour

LIZS · 29/01/2023 15:35

Ah it looks as if 29th April is the last day of the winter timetable, just the 17:00 sailing. Seems like the company may have assumed there was a later sailing but did not check. Their mistake. Check the terms and conditions but a 24 hour delay looks like a significant change. If you paid on cc , even in part, they may help with a chargeback.

Sleepless1096 · 29/01/2023 15:35

They changed the terms of the trip. Tell them either you want all your money back or you expect them to find a way to honour the original terms.

PriamFarrl · 29/01/2023 15:40

The change in dates like that will mean there are lots of people who can’t make it.

ACynicalDad · 29/01/2023 15:42

Tell them you want it all and if they don’t comply it will cost them way more than £50 in time to deal with your complaint and claim through the small claims court.

Bpdqueen · 29/01/2023 15:57

Definitely email them I'd want a full refund an apology and compensation the cf

Ariela · 29/01/2023 16:07

Monday 1 May is a bank holiday - do you have to work bank holidays?

ShockedAndAwake · 29/01/2023 16:17

Have you tried asking for the £50 back? If not then try and see what happens.

Original poster
Silverbook · 29/01/2023 16:19

Ariela · 29/01/2023 16:07

Monday 1 May is a bank holiday - do you have to work bank holidays?

Yes. I'm a teacher and schools are open.

OP posts:
Tinuviel · 29/01/2023 16:22

I've never known a school be open on a bank holiday.

LIZS · 29/01/2023 16:25

But the return is now on the Tuesday.

TicklishSmile · 29/01/2023 16:32

@LIZS Yes, but OP said she planned to come back on Sunday when arrival was on the Sunday, to make work on Monday, even though Monday is a bank hol. So if no work on Monday they could do the same on the Monday. Also never known a school to be open on a bank hol. So can’t quite make sense of why they can’t go on the new date.

Ariela · 29/01/2023 16:32

Silverbook · 29/01/2023 16:19

Yes. I'm a teacher and schools are open.

Show quote history

Which council do you work for? Just checked my local councils and both have Mon 1st down as a bank holiday. I'd be really surprised if you have to work it.

Anyone can check here www.gov.uk/school-term-holiday-dates

Even so, you are still entitled to a full refund as they moved the date not you.

TicklishSmile · 29/01/2023 16:34

But yes, agree there should still be a full refund as organisers have changed dates not OP.

anothernailbroken · 29/01/2023 16:34

GertrudePerkinsPaperyThing · 29/01/2023 13:52

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

Isn't this what they're banking on?

Legotiger · 29/01/2023 16:35

They could charge everyone they ‘cancel’ on £50 and make a small fortune with this scam! 100 people x £50? Laughing all the way to the bank.

PriamFarrl · 29/01/2023 16:37

Silverbook · 29/01/2023 16:19

Yes. I'm a teacher and schools are open.

Show quote history

Mine isn’t.

Ariela · 29/01/2023 16:38

@Silverbook Are you an independent school or boarding school then?

ReamsOfCheese · 29/01/2023 16:39

Silverbook · 29/01/2023 16:19

Yes. I'm a teacher and schools are open.

Show quote history

Now that's a step too far. You really had me going until then lol.

Original poster
Silverbook · 29/01/2023 16:39

Ariela · 29/01/2023 16:32

Which council do you work for? Just checked my local councils and both have Mon 1st down as a bank holiday. I'd be really surprised if you have to work it.

Anyone can check here www.gov.uk/school-term-holiday-dates

Even so, you are still entitled to a full refund as they moved the date not you.

Show quote history

I'm in Scotland. I'm not being awkward about the date change. I genuinely have to work!

OP posts:
TicklishSmile · 29/01/2023 16:40

@Silverbook Ah, makes sense!!

Original poster
Silverbook · 29/01/2023 16:41

You had me doubting myself!

To expect a FULL refund?
OP posts:
S72 · 29/01/2023 16:42

If you paid on a credit card and the total cost was over £100, you can make a claim under S75 of the consumer credit act as they haven't provided the services you paid for. However, it is best to show you've tried to resolve with the merchant directly. So, contact them to raise a complaint (quoting their terms) and try to obtain a full refund

Sturmundcalm · 29/01/2023 16:42

I'm in Scotland. I'm not being awkward about the date change. I genuinely have to work!

Ha ha - I'm totally wondering if you're in my LA cause it is unusual not to get that Monday! Nothing helpful to add but I hope you can get it sorted...