Easyjet holiday refund help

[hodgy_7]

Hi everyone
First let me apologise if this is in the wrong section.

Reacently I booked a holiday through easyjet holidays web site as it was the only place that had the hotel we wanted on the dates we wanted. Anyway to cut a long story short they told me that hotel wasnt available anymore and offerd an alternative which they say is like for like, but the only thing like for like is the star rating. The replacement doesnt have any of the facilities the original hotel had. So as not to end up with a unhappy 10 year old son who hasnt stopped talking about the holiday I re booked the holiday through another company that could provide the hotel I wanted. Now could anyone advise if I can get a full refund as lowcost holidays that are in with easyjet aparently, say they can not refund the flights only the hotel and transfers.
Many thanks
Andrew

[hodgy_7]

Re: Easyjet holiday refund help

If easyjet / lowcost holidays can't provide the hotel I payed for and the replacement is not acceptable. Should they have to refund all the money as they are not providing the service / product I originally payed for.
Thanks

[Wombats]

Re: Easyjet holiday refund help

Have a read through Section 8 of the following which are the latest T&C's I could find, and I assume the right ones for your booking?

Would you say your change would have been considered a 'significant' one? On which parts of this would you be relying for your cancellation?

http://content.lowcostholidays.com/D...Feb%202014.pdf

8.2 seems, on the face of things, to cover your situation. Package is clearly defined as a booking including flights, indeed there is a totally separate set of T&C's for those bookings which do not include flights.

[hodgy_7]

Re: Easyjet holiday refund help

Hi thanks for the reply
The holiday was defiantly booked as a package. I have just received another email saying if I wish to cancel I will be charged £280 for the flights. I replied and asked why I should lose money when its not my fault they cannot provide the hotel I booked and the replacement is no good to me. The reply i received was "Im afraid it does state when making a booking that we are a non refundable company.
I can't understand if they are willing to refund the accommodation and transfer shouldn't the flights be refunded aswell as they were all bought together. If they are willing to refund accommodation then surely they realize the replacement is not like for like. I will never use them again i dint want to this time but they were the only place advertising the hotel we wanted. now i know why no one else was advertising it because it wasn't available.

I consider changing to a different hotel significant just for example there are no water slides in the replacement hotel. (a bad point to argue about i know) but for my son the slides were a big thing.
many thanks

[Wombats]

Re: Easyjet holiday refund help

Try referring them to their own T&C's and see what response you get.

[MissFM]

Re: Easyjet holiday refund help

8.2

If you do not want to accept a significant change, which we tell you about before you depart, we will, if we are able to do so, offer you an alternative Package of equivalent or closely similar standard and price at no extra cost, or a less expensive Package, in which case we will refund the difference in price. If you do not wish to take the alternative we offer you, you can choose a different Package offered for sale by us and pay, or receive a refund of, any price difference. Or, if you prefer, you can cancel your Package and receive a full refund of any money you have paid to us, except for any amendment charges.

We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

8.3
Unless the change is as a result of circumstances listed in the paragraph 10 below headed 'Circumstances Beyond our Control', we will pay you compensation. If you accept the significant change or amend to a different Package offered for sale by us you will receive reasonable compensation. If you reject the significant change and cancel your booking you will receive a full refund

.

Good plot, Wombats - it seems pretty clear, doesn't it?

[hodgy_7]

Re: Easyjet holiday refund help

Thanks for that. I will send that to them and see what excuse I get. I have just been passed on to another person now so looks like it is just a game of pass the parcel at the minute. The cancellation person has gone quiet and I receved an email from customer service saying direct all enails to that email address. I will just have to wait for the next reply.
Once again thanks for the help it is very much appreciated

[hodgy_7]

Re: Easyjet holiday refund help

Well looks like they definitely don't want to give me my money back. I didn't forward there ts & cs yet as I had just been passed to another person. This is the email i just received
As we have offered a like for like for the alternative hotel unfortunately this means you are not entitled to a full refund. I am really sorry for this. A hotel change does not count as a significant change and in line with our terms and conditions this would fall under a minor change.

Just a quick Google image search of the two hotels shows how different they are.
Original hotel was the one I picked and this is the one they offered Replacement offered

considering we picked this hotel for my son i don't think he would say both are like for like

Do you think i will just have to bite the bullet and give in or could there be a chance of getting a refund
Thanks
Andrew

[Wombats]

Re: Easyjet holiday refund help

You have nothing to lose by trying the T&C's have you?

Having read the T&C's and looked at the pictures, and going solely on this information (no description of facilities, other facilities nearby etc....) I think they would deem it to be broadly similar.

I'd try the T&C's and then as a final effort try emailing the CEO:

paul.evans@lowcosttravelgroup.com

[MissFM]

Re: Easyjet holiday refund help

I wouldn't give up if I were you.

List the differences and why they're significant (better still, get your son to do it) and give them hell! :sad:

The waterslides alone, from a ten-year-old's point of view, are critical, I would've thought.

Anyway, their own t&c's say they will refund if you choose not to accept their alternative.

Damn cheek :nono:

[MissFM]

Re: Easyjet holiday refund help

Crossed with Wombats. CEO a good idea. x

[Wombats]

Re: Easyjet holiday refund help

Anyway, their own t&c's say they will refund if you choose not to accept their alternative.

Damn cheek :nono:

Not quite sadly. 8.1 of the T&C's give them a possible sneaky way out, but I agree a bit of tenacity is called for. :tinysmile_twink_t2:

[MissFM]

Re: Easyjet holiday refund help

Not quite sadly. 8.1 of the T&C's give them a possible sneaky way out, but I agree a bit of tenacity is called for. :tinysmile_twink_t2:

Hmmm. That's debatable IMO and seems to relate more to paying compensation over and above a refund, which the OP isn't seeking.

But as usual they are weasel words, I agree.

[hodgy_7]

Re: Easyjet holiday refund help

I just had a glance at 8.1 with my I should be asleep head on. It says if there is a significant change to your package we will inform you. They informed me about the hotel change so it must have been a significant enough change for them to do that.
Hmmm

[hodgy_7]

Re: Easyjet holiday refund help

Well lets see what comes out of this one. Im not very good at writing important emails.

Good evening.
There seems to be a difference of opinion as to what like for like is. This still doesn't change the fact that I booked the holiday for that specific hotel. Just because the so called star ratings that you make up are the same. The two hotels are similar but are not like for like. For one the replacement doesn't have water slides. The original hotel is ranked number 24 on trip advisor where as the replacement is ranked 56 bit of a large gap to be like for like.
At the end of the day if you go to the supermarket and buy a tin of beans if you get home to find the tin actually contains dog food and you take it back and the shop assistant says you cant have any refund because its "like for like" its a tin with something in you wouldn't be verry happy.
If i buy something and it is changed I should have the right to either accept or decline the change not just get told basically like it or lump it. And I should not have to pay the penalty charges just because I do not agree with your like for like terms.
So what I have gathered here is hypothetically you could advertise a hotel that you know people will want to stay in. Take their money then tell them they cant have that hotel and have to stay in a hotel picked by you and they have no choice because you have the money any way.
I do wish to cancel my holiday as I have found another company that can actually provide the hotel I wanted in the first place. I would like any money owed to me transferred back into my account asap and my bank details removed from your system.

I will be taking this matter further as I think it is wrong how you can get away with this sort of thing. If you cannot provide the service that was payed for just refund the money apologise for the inconvenience and everyone goes away happy.

Regards