Butlins break cancelled because "we aren't on the electoral roll"

[Butterlins]

Firstly - we are on the electoral roll, always have been, have voted in every general and local election, and can provide proof of being on the electoral roll.

We got a letter from Butlins today - I only picked it up at 6pm because I was working today, so I haven't been able to ring customer services. The letter says (happy to post it on here) that because we aren't on the electoral roll, our break has been cancelled, our money will be refunded, and this decision is final and cannot be reversed. *
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A small amount of googling has shown me that Butlins do this for anyone with an Irish/traveller sounding surname. Surprise surprise, we have a surname common in the travelling community.
There is a number to call to "arrange your refund", and my googling has shown that when others who have received this letter ring to explain actually they are on the E.R and can provide proof of this, Butlins say "tough" and refuse to reverse their decision.

And I can find many many instances of people with "English" sounding names (Bishop, Cooke, Pitt, Patel) who AREN'T on the electoral roll who have never had any problems with booking at all. It seems to be directed only at those with "blacklisted" surnames, even if they are on the ER.

I imagine I'll have a battle on my hands when I ring Butlins tomorrow - anyone help on how to approach this? I'm fuming tbh. Me and DH have both booked time off work, the kids have been so excited.

Isn't this covered by the Equality Act 2010?

www.equalityhumanrights.com/en/advice-and-guidance/race-discrimination

Butlins appear to be breaking it.

OP Phone Radio 2's Jeremy Vine show and see if they will pick this story up.

So discriminatory.

Xtra I understand that & also agree it's ridiculous. I think they are being super vigilant due to the aftermath. It's the TC at fault for ruining it for everyone else. The TC's involved, not all the TC. I hope you get a resolution soon op.

Media, go to the media.

Ach look at that wee face.
Op its totally shit, I can't really fathom it.
After saying you are on the electoral register and proving that fact they still say tough? Butlins are saying this is the reason your booking has been cancelled but still they refuse to budge when proved wrong.
I would do the nut.

It might be legal to insist on proof of being on the electoral rolls, but surely it isn't legal to carry on and cancel the booking after proof has been shown.

You've stayed there before Op and they still cancelled the booking? Wtf? Why don't you contact CAB or Trading Standards to know your rights.
Your poor little dd. She's adorable.

It's very quiet over at Butlin's social media isn't it... I'm sure there was an appalling customer service case on here for Butlin's last year and they can on in a panic and posted.

@Butterlins if it's Bognor I have a contact who dealt with a complaint I had there, was 2 years ago but may help?

Disgraceful. It might not help immediately but this definitely needs a social media escalation.
I also thought it would be a good story for bbc watchdog etc as there I presume many affected families

I would imagine it is in the small print that they reserve the right to change or cancel for any reason whatsoever. And if they can show that ALL uk residents must be on the ER then they are protected from claims of discrimination.

Well I won’t be going to Butlins then this year!

We have an Irish surname, dp has Irish traveller roots and Roma as well. This is disgusting

I went to both Butlins and Center Parcs within 3 weeks of each other in September/October this year. There’s not much in it. The only real difference is that the majority of the people at CP think they’re classier.

I'd agree with that.

Battered I was making the point that one high profile case of slavery perpetrated by white British people (or any crime for that matter) is simply not going to cause anyone with a brain to stereotype a whole HUGE section of society, so it was a bit daft for you to use it as an example.

Not white British. White english, which in my country is not the majority, so not at all daft to use as an example. Anyway, You’re clearly just stirring the pot. I won’t engage further.

tinysparklyshoes Thu 30-Nov-17 13:19:48

I would imagine it is in the small print that they reserve the right to change or cancel for any reason whatsoever. And if they can show that ALL uk residents must be on the ER then they are protected from claims of discrimination.

Not completely, I'd have thought. After all, the OP can prove her family is on the Electoral Roll, and they are still cancelling the booking. That's the key point, I think, that despite the proof the want, they are still cancelling.

And if they can show that ALL uk residents must be on the ER then they are protected from claims of discrimination

This can’t be the case. I know I wasn’t on the electoral register when I booked.

Then you're back to they can cancel for whatever reason they like. They can claim that they did not find them on the ER, end of story.

I find it hard to believe that Butlins employs people to check every single booking to the electoral register. That surely wouldn't make economic sense, they must apply some form of profiling to decide which ones to check.

And if they do employ these people they either aren't very good at checking as the Op IS on the register or they let them check and then ignore what they find in the case of names they don't like which makes absolutely no sense at all and would be a very odd way to run a business

They don't obviously. But they can argue that random checks are applied to all.

So sorry OP. Please don't let it rest here

PLEASE PLEASE PLEASE approach The Sun or the Daily Mail! They clearly haven't checked the ER. They clearly saw your surname and thought "Nope! No way"

Get this out there, in the media and let travellers read it! Irish families read it and the rest of the UK! There will be an uproar!!!

I would also call the Butlin booking line and try and rebook directly! Don't mention your cancellation, but make a point of mentioning to the booking agent that you ARE on electoral register and email over your proof with your booking number x

That way if you include proof with your booking, they cannot cancel your booking just because of your surname but blaming your not being on ER as you've already proven you are!

www.dailymail.co.uk/news/article-3397148/Butlin-s-accused-keeping-secret-blacklists-Irish-Traveller-families-barring-booking-holidays.html

It's been in the DM before, albeit those people were actually travellers y the sounds of it so most people didn't give a shit.

I'm Irish and English and have an Irish surname. I've always been proud of my dual heritage but less so of the English one today.