Active discussions

Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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:
Sturmundcalm · 29/01/2023 16:42

and the image confirms ;-)

PriamFarrl · 29/01/2023 16:43

Silverbook · 29/01/2023 16:39

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

Show quote history

Ah. That makes sense then.

Original poster
Silverbook · 29/01/2023 16:44

Sturmundcalm · 29/01/2023 16:42

and the image confirms ;-)

In that case, enjoy this Thursday and next week!

OP posts:
Changemaname1 · 29/01/2023 16:44

Were you going to make your own way back on the Sunday night ? Seems like the original trip would be leaving Monday since the new leave date is Tuesday with the trip being pushed forward 24 hours ?

if you’ve made your own arrangements to get back can you even cancel that flight ?

Original poster
Silverbook · 29/01/2023 16:48

Changemaname1 · 29/01/2023 16:44

Were you going to make your own way back on the Sunday night ? Seems like the original trip would be leaving Monday since the new leave date is Tuesday with the trip being pushed forward 24 hours ?

if you’ve made your own arrangements to get back can you even cancel that flight ?

Yes, I was flying home and luckily I had paid for a flexible fair so could change the flight/date.

OP posts:
Changemaname1 · 29/01/2023 16:51

Oh good so at least that side of it is sorted

but yes in terms of the event I absolutely would pursue them for a full refund they are been cheeky as hell . “Admin fee “ for what ? their own mistake 😔

WeeM · 29/01/2023 17:08

I’d 100% pursue that….fair enough if it was you changing it but not when it’s them!

Tangled123 · 29/01/2023 17:40

I reckon they are just taking an admin charge out of greed and knowledge that most people will just pay it without complaint. I also think those that do complain probably won’t have to pay it / get it back. At least I hope that latter part is true as you booked it in good faith and wouldn’t have canceled if it went ahead as originally planned.

Malbecormerlot · 29/01/2023 17:43

I had to go double check the school dates there as we are in Scotland and had booked stuff that weekend but our schools are of the Monday and Tuesday which I didn't realise!

MenopausalMe · 29/01/2023 17:43

I think I’d be asking for them to provide a full refund plus a £50 admin fee on your part. If they wanted £50 for inconvenience if you changed details surely it’s only fair for them to pay for your admin since they have changed

RubbishRobotFromTheDawnOfTime · 29/01/2023 17:57

Edinburgh schools are off the 1st and 2nd of May. Each council area is different, you can’t just say ‘I’m in Scotland’.
Anyway, tell them they are in breach of contract, and you will settle for a full refund as compensation.

Original poster
Silverbook · 29/01/2023 18:39

I didn’t feel the need to explain my holiday entitlement as it wasn’t the point of the post but I’m quite amused at how it has sidelined that way 🙃

OP posts:
Ariela · 30/01/2023 08:25

Silverbook · 29/01/2023 16:39

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

Show quote history

You are so unlucky as half of Scotland have the day as a Bank Holiday (I did a flying check and missed eg Argyll & Bute).
Even so, as I say, you are still entitled to a full refund as they moved the date not you.

NoGoodUsernamee · 30/01/2023 12:23

lol at PP’s trying to catch OP out for bank hols. Why?! Even if she wasn’t working but couldn’t be arsed on a Monday she should still get her £50 back! Admin fee my arse! Your timetable image made me howl OP - well done. & definitely ask for your £50 back!! The sheer cheek of it would have me fighting till the end. & £50 is not chump change!

Buffypaws · 30/01/2023 13:16

Indeed. Precisely what are they going to use this £50 for?

MrsHutch3029 · 30/01/2023 13:19

Something seems off about this. Push for the refund. Is this something Watchdog or similar would deal with?

MrsHutch3029 · 30/01/2023 13:23

In case anyone is wondering, I would have thought that a responsible company would know the dates of ferries prior to making arrangements with their client. That’s what I mean by “off”. I’m not doing well with posts today, maybe I’ve had enough internet.

Dibbydoos · 30/01/2023 13:34

Demand a full refund, they can't charge an admin fee if its their fault changes are made - loads of cases under consumer law on this esp if you used a credit card.

Report it if you get no joy. CFrs.

Catspyjamas17 · 30/01/2023 14:55

Worth a try I'd say. In fact, they should be offering you something as goodwill for inconvenience. Their bugger up entirely. But then I'm a solicitor and always prepared for an email fight!

MarkWithaC · 30/01/2023 17:50

Cheeky fuckers. Email saying you want a full refund as their 'admin' is what resulted in the trip changing. Remind them of their own T&Cs. If they double down, get hold of visual evidence that the 23:00 ferry is sailing that night and point that out to them. Copy in any head honcho you can find info for.

Arniesleftleg · 30/01/2023 18:13

It's their mistake, let them absorb the £50 admin charge!

Mumarch · 30/01/2023 18:21

Full refund. They are trying it on. It is their problem not yours.

VeronicaFranklin · 30/01/2023 18:47

I would expect a full refund, what does the small print say?

mylifestory · 30/01/2023 18:50

You didn't cancel, they changed the goalposts. Tell them that and say you therefore expect the full refund. Don't ask, tell them!

Misunderstoodagain · 30/01/2023 18:58

My partner is a teacher and has worked plenty of bank holidays, depending on which one it is students are in as normal or teacher training/ staff day in school so people saying OP is lying are truly misinformed