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We recently tried to amend our holiday. We agreed to amend our booking subject to a £100 amendment fee. So I called and paid the amendment fee and our holiday was amended. The costings she gave us were
New price including £100 amendment fees payable at time of change
£2111.50
So including the original £108.10 discount new price £2003.40, already paid £630 so remaining balance would be £1373.40"
After amending our booking we were given a breakdown of what was due (as above minus the 100 paid to amend) Only now, the total was £30 more. When I questioned this I was advised this was a service fee carried over from our original booking, so I said we had already paid this, so she said yes I know but we had to carry it over so the total including all fees and charges is actually £2033.40 minus the original discount.
I have questioned this with the agent and she refuses to budge just stating over and over that we have an outstanding balance which includes this £30
After a lot of confusion I have spoken again with the Travel Agent and whilst I can now, understand that the £30 service fee is carried over from the original booking, I feel frustrated that throughout all of the correspondence that we have had, at no point was it mentioned. Ever. Even when I agreed to amend the booking I emailed back with “Providing that the price is still the same as below (2003.40 including amendment fee)* we would like to go ahead and amend that”
*So that is the price that I was quoted and that is the price I agreed to pay, at no point in ANY of the correspondence did anyone come back and say “Actually its £2033 because of a service charge”. We were not advised of this until after the amendment had been paid for and made. To just “carry over” the £30 after the fact is misleading.
I have tried raising it with the store manager, who is always with a customer or on another line so i emailed with the subject header "FAO the Store Manager" and yet it was picked up by the Travel Agent who then called me. So I tried emailing the head office who have just said that it needs to be dealt with in store. It is so frustrating!!!
New price including £100 amendment fees payable at time of change
£2111.50
So including the original £108.10 discount new price £2003.40, already paid £630 so remaining balance would be £1373.40"
After amending our booking we were given a breakdown of what was due (as above minus the 100 paid to amend) Only now, the total was £30 more. When I questioned this I was advised this was a service fee carried over from our original booking, so I said we had already paid this, so she said yes I know but we had to carry it over so the total including all fees and charges is actually £2033.40 minus the original discount.
I have questioned this with the agent and she refuses to budge just stating over and over that we have an outstanding balance which includes this £30
After a lot of confusion I have spoken again with the Travel Agent and whilst I can now, understand that the £30 service fee is carried over from the original booking, I feel frustrated that throughout all of the correspondence that we have had, at no point was it mentioned. Ever. Even when I agreed to amend the booking I emailed back with “Providing that the price is still the same as below (2003.40 including amendment fee)* we would like to go ahead and amend that”
*So that is the price that I was quoted and that is the price I agreed to pay, at no point in ANY of the correspondence did anyone come back and say “Actually its £2033 because of a service charge”. We were not advised of this until after the amendment had been paid for and made. To just “carry over” the £30 after the fact is misleading.
I have tried raising it with the store manager, who is always with a customer or on another line so i emailed with the subject header "FAO the Store Manager" and yet it was picked up by the Travel Agent who then called me. So I tried emailing the head office who have just said that it needs to be dealt with in store. It is so frustrating!!!
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