Ferry cancelled
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Just wondering how folk are doing with getting promised credit card refunds for cancelled (by BF) ferry booked through CMHC? Our 1st May booking was cancelled in mid-April by BF, and CMHC promised 75% refund and 25% 2-year voucher. Three weeks later neither has materialised. Neither has promised refund for site night vouchers. Nor any reply to email a week ago chasing all this.
I will try a phone call next but what have other people experienced. And, incidentally, I have also challenged the legality of enforcing a voucher on me. Competition and Markets Authority have ruled this is not legal, and consumer must be offered choice of voucher or refund.
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And, incidentally, I have also challenged the legality of enforcing a voucher on me. Competition and Markets Authority have ruled this is not legal, and consumer must be offered choice of voucher or refund.
But, IanTG, we are members of a well respected Club (for 38 years in my case) so we expect them to do the honourable thing and make Refunds if their Members prefer that....
Or should we complain (as customers) to ABTA and treat them as any old 2-bit money-grabbing outfit who won't comply with their legal commitments?
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Pabst The Club is simply a ticket selling agent for the ferry company - that ferry company is the one who now has your money. The Club can only return it to you if they can recover it first.
But there are now some reports that the ferry companies are reluctantly now returning cash if you prefer that as an alternative to a credit note - but if the credit note is valid for two years and has enhanced value then personally that would be an acceptable way forward for me - though I have to admit I'm not involved as I only buy a ferry ticket when I'm ready to travel and never feel inclined to pay months in advance.
I hope you can sort it out.
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Ah! - but the Club is not simply a ticket selling agent for the ferry company - it has sold me "A Package Holiday" - according to their own T&Cs - "A combination of two separate travel services a) Transport (the Ferry Crossing) and b) Accommodation (Overseas Site Night Vouchers) - which enabled the Club to sell me the "Package Holiday" at a better price than if it had sold me "A Ferry Crossing" and then "Overseas Site Night Vouchers" as separate deals..... thus affording me the protection of "The Package Travel Regulations".
Not just a "Ferry Booking Agent" but a member of ABTA.
It's all in the T&Cs of the "Venture Abroad" brochure.....
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Yes, package holidays are a different kettle of fish from simple travel, though I have to say you were happy enough to accept vouchers for future use on campsites, but not now happy to accept a voucher for future ferry travel.
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Well, the the Ferry was the means of travel for the Campsite Vouchers to be used on that particular holiday!
Whose to say whether or not we are able or fit - or even alive - to use on any future holiday....... we may prefer an alternative form of holiday!
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"If you booked a package holiday, you are entitled to a refund. We completely understand that for those customers that would prefer a refund to rebooking, they may feel frustrated and concerned by the amount of time it is taking. In normal circumstances a refund should be paid within 14 days. But these are not normal circumstances and the 14 day rule is simply impossible for many companies to adhere to."
Pretty much as I've been saying ..... just that a little bit of communication from My Club - sorry - the Travel Agent - wouldn't go amiss.....
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When I spoke (live chat) with CMHC, I was told 20 days to get refund - that’s now passed with no communication from the club, Neither have they acknowledged receipt of the site night vouchers which I posted back to them.
I accept these are unprecedented times, but imho, that’s even more reason for effective comms. Lack of comms will only lead to customers becoming more anxious, and then demanding action, which puts the system under more strain. I didn’t want to accept refund vouchers for BF simply because none of us know how long before we will be able to travel again. And this is not just about UK regulations, it’s also about those of the destination country. Not to mention, the confidence of customers to travel, especially taking into account that any form of distancing measures may mean the holiday is not like we had thought would be the case.
By contrast, I would mention that hotel bookings (apparently non-refundable) through one of the major online sellers, resulted in a full refund within a few days.
Being a ‘members’ club’ does not provide reasons to dodge or bypass consumer rights or, indeed, just good old good customer service.
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That is certainly how it works with flights if a return booking is made, if outbound cancelled then return home is also cancelled.
We now make 2 single bookings when going to Lanzarote as one year the weather was so bad Glasgow airport closed. This resulted in our outbound flight being cancelled, we rebooked a flight for a few days later but then found out (just min time) that our return had also been cancelled. Good old Thomas Cook however sorted it out and we ended up better off.
Edit we had a ferry booking for mid April, made direct with BF, we got an email with a voucher at the bottom of it valid for 2 years. They were very quick to get in touch and no problem for us to have a voucher, it will be used in the next 2 years. If not for whatever reason I'm pretty sure that BF will do the honourable thing and give us the money back on our credit card. We used to book through C&MC but on this occasion I glad that we went direct.
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