Family fight for £ 4,500 back from an “unethical” on-the-beach company after a pandemic cancels a trip to Tenerife

A family struggling to secure a £ 4,500 refund for a vacation to Tenerife canceled due to a pandemic branded travel agency On The Beach as “unfriendly and unethical.”

Melissa and Ian Bigx planned to take their children to a 10-day all-inclusive holiday in July 2020, but the holiday was moved to the same day this year when the coronavirus forced the hotel to close. ..

Tenerife is on the amber list, Government advice is not to travel There unless it is essential.

Also, I can’t afford to quarantine for 10 days after returning home and pay more than a few hundred pounds for the PCR test.

It will come later I Reported how conflicting advice from the Foreign, Commonwealth Office (FCDO) and the government’s traffic light system exacerbated the confusion of vacationers And left a family struggling to get a holiday refund for some amber list.

Currently, FCDO does not ban travel to the Canary Islands, Portugal, and some Greek islands. Means that many travel agencies have not canceled And travel refunds.

The couple who were planning to go with Melissa’s sons Joe (17) and Joshua (12), Ian’s daughter Annabel (10) and son Ryan (8) were in November 2019. I paid £ 4536.91 when I booked my pre-pandemic trip.

Mrs. Bigs, 49, said I: “If you paid in full in advance, it was a special deal at the time. Unfortunately, we paid from our savings. We didn’t pay by credit card, so we can’t even contact the credit card company.

“It was a nightmare. The terrible thing about On the Beach is that you can’t really talk to anyone. They require you to log in to your account and send a message via an online portal messaging service. I don’t have a phone number.

“They don’t care, the lack of communication is very poor, you can send a message and wait days for them to respond to it.

“We just want to get the money back. Since November 2019, £ 4,500 has been credited to our bank account.

“It’s unethical and very stressful.”

On the Beach has also announced that rising flight prices will charge an additional £ 1,289 and will be deducted from the account three weeks before departure in 2021.

It is still scheduled to be taken on July 6th.

Mrs. Biggs said: Over £ 6,000. “

She said she again demanded that the vacation be canceled based on government advice not to travel to countries on the amber list, but on the beach, if the airline is still flying, the family will be amber. I told her that I could take a vacation regardless of the color list.

“The vacationers have so many different and contradictory messages that we are stuck,” she said.

“If they don’t give us as much money as we can, keep it at the same price we originally booked,” she added.

Rory Borland, which one?Travel editor said I Many other people are in a similar predicament, he said.

“Most package travel providers cancel holidays if they have FCDO warnings for trips to their destinations, but not all destinations on the amber list have FCDO warnings for them. ..

“The government needs to take steps to assist travelers in this situation by allowing countries on the amber and red list to also carry travel warnings from the FCDO. Cancel the vacation and refund the customer. “

An on-the-beach spokesperson said: “Flights to the Canary Islands are currently scheduled to depart from the Bigs family, but this status may change prior to departure as the signaling system is reviewed every three weeks. In cash if the holiday is cancelled. Full refund. If the holiday is not canceled, we will support options such as changing the date and waive administrative fees.

“We store our accommodation and remittances in a trust account with a regulated ring fence, so even if the Biggs family chooses to cancel their vacation, we will refund the hotel and remittance costs in full in cash. However, the holiday flight portion will be remitted to the airline immediately after booking, so if the flight goes ahead, the airline will retain that amount and will not refund it. Whenever you receive, we will give you the full amount in cash.

“I understand that this is a difficult and frustrating situation for the Biggs family. In such a scenario, we stopped accepting new bookings until September. There is still a lot of confusion and uncertainty, but consumer Focus on supporting all customers as much as possible with existing bookings this summer, as consumers need to be confident that their vacation will be ahead of what the current signaling system allows. Yes. You can. Contact the Biggs, chat about your options, and do everything you can. “

Family fight for £ 4,500 back from an “unethical” on-the-beach company after a pandemic cancels a trip to Tenerife

Source link Family fight for £ 4,500 back from an “unethical” on-the-beach company after a pandemic cancels a trip to Tenerife

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