Have I got the right to a full refund?

by **viperglaris** on Sat May 29, 2004 11:23 am

Having just booked a holiday from the internet with Wadebay Travel to Bendidorm I received my confirmation to find out that 1) this was not a package but a cheapie diy and 2) the key had to be collected from an office after 17.00 (we should arrive at the resort for 13.30). I rang to complain and was told that I should have known this by the price!!! They have however offered me alternatives but non which I really want to accept. The 1st is another apartment were if we do arrive by 13.30 we can collect the key from the office (quite a few streets away) or if not they will leave key with another hotel. The 2nd is another apartment which has 24hr reception but will cost another �35 pp. The 3rd is another apartment which will cost �100 pp.

I do not wish to accept these as my complaint was that I was not advised at the time of booking that this was not a package holiday and was therefore unaware that I was staying in apartments with no rep etc. Secondly if they had advised at the time of booking that we would have to go and find our key from an office and sit around for at least 3 hrs I would definitely not have booked. Now they say I cannot have a refund as this is not a good enough reason. They say I was supposed to know these things as it is the norm for Benidorm!!!!

What do you think? Can I fight this and get a refund?

by **Sazz** on Sat May 29, 2004 12:26 pm

I dont know about your rights, maybe someone else can help there but I understand you are disappointed that its not a package holiday, ie a rep on hand, but is it really the end of the world to collect the key from the office? (Your first alternative says you can use another apartment and collect the key straight away). I appreciate you may not have done a DIY holiday before, and want the security of a package but personally I think you should try it. You wont look back and will probably do all your future holidays the same way. They seem to be doing what they can to help you and offering reasonable alternatives.

I hope you get the holiday you want - maybe Chris can help when he is around later.

by **HW Jan.C** on Sat May 29, 2004 1:18 pm

I have had a look at the web site and it is confusing but I am still not sure how you stand for a full refund, When do you travel?. and have you contacted anyone there like a bookings manager or did you speak to the staff that booked your holiday?.
I should think Chris may be able to offer more advice on this matter .Why dont you try and speak to someone at ABTA see if they can also advise you. I hope it all works out and please let us know how you get on.Sorry I cannot be of more help.
Jan

by **HW Chris** on Sat May 29, 2004 4:07 pm

Hi Viperglaris,

Welcome to Holiday Watchdog.

Regarding your post. When you made the booking with Wadebay Travel, they should have informed you that they were booking you separate accommodation and flight. This is known in the industry as dynamic packaging. It is your Travel Agents legal obligation to make you aware that they are booking you this way.

You need to ask them if they are ATOL protected. If Wadetravel are not ATOL bonded then you will not have the same protection that you have when you book with an ATOL bonded Travel Agent or book a standard 'Package Holiday'.

In my opinion and experience I would say that you are entitled to a refund. However, you need to be sure what information was given to you when you booked. i.e. did the website say in that you were NOT booking a package? If this is not the case then you need to get back onto Wadebay.

For them to simple say that you should have known because of the price is unacceptable. You are not the Travel Agent, they are. They should have made things clearer. Stand by your guns!

Let us know what happens.

Regards

Chris :salut: