Holiday cancellation charges -midsold flights

[Chopsypie]

Hi, hoping for a bit of advice for my mum. She has a holiday booked for May this year. About 4 months ago the operator called her and offered her a flight upgrade. She said she was unsure but would call back. They called her back and she said she didn't want them.

The upgrade was added to her booking. An updated invoice was sent via email, but she didn't even read it, as she had just paid some off so assumed it would just reflect that.

She found out about the charges last week. She called to cancel, but was told there would be a £50 admin fee per person (£200 in total). Thompson are citing their cancelation policy as if it's her fault and refusing to refund.

What can I do/say to make them take it off? They have no proof she asked for it, but she has left it a long time (because she didn't check the email) which they are using as proof she has just changed her mind.

I'll be writing the complaint later, so any tips would be useful.

Tell them what you have posted here. Your mother was offered an upgrade twice. She did not accept the upgrade on either occasion. The upgrade was added without her consent. Your mother, perhaps foolishly, did not check the updated invoice they sent assuming it simply reflected a recent payment. Her failure to check the invoice did not constitute acceptance of the upgrade she had rejected. They should therefore refund the charges for the upgrade without any admin fee. If they refuse to do so within 2 weeks you will take action against them to recover the charges. You may also want to threaten referral to trading standards for upgrading despite express instructions from your mother not to do so.

Thank you.
I'm not sure I could have worded it quite so well!