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I made a refundable reservation which I later cancelled through their website and I’ve still been charged. I can write off the money if needs be but it’s more about their customer care. I’ve filled in their online help form twice which has been ignored, their UK call centre number does not pick up at all (for any options). Asides from doing some shaming on social media (which I’d rather avoid), I feel like they are a big black hole of corporate incomptence. Has anyone experienced similar? It’s 100% put me off dealing with them again. Has anyone experienced similar?
Two things you can do, start a complaint using Resolver to show you’ve made attempts to contact them and document it.
Start a chargeback through your credit or debit card.
Don’t just write off the money, companies should not get away with behaviour like this.
- This reply was modified 55 years, 3 months ago by .
I have started a chargeback, thank you. I will also try Resolver though, I hadn’t thought of that. I am just so surprised as its a “big” company which expects people to spend lots of money with them! I would have thought that the customer care experience would be better.
Yup. Chargeback.
And don’t forget Section 75, if ever you are in a situation where you paid on a UK credit card especially if replacing what you paid for and didn’t receive has a higher (even multiples of higher) cost.
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