SALLY SORTS IT: Firm cancelled daughter’s vacation however will not refund her

I’m writing to you on behalf of my 20-year-old daughter who booked a four-day vacation to Magaluf, Spain, with Sunseeker Travel Group for £400. 

She was requested to make an preliminary cost of simply £1, then instalments of £25 a month.

The reserving was for lodging solely, so she additionally needed to prepare a flight for £250.

The journey was deliberate for six to 10 July. However, on the night of 4 July she acquired an e mail from the corporate cancelling the vacation, allegedly because of issues with the lodge. 

The e mail acknowledged there can be no refund and solely a proposal of a weekend vacation subsequent yr. I attempted to contact the corporate and its administrators however had no luck. What can we do?

S.C., Manchester.

Sally Hamilton replies: Your daughter’s story of cancellation woe ought to act as a warning to the hordes (together with me) who will shortly be turning their minds to reserving a break to banish the winter blues.

I did not like the best way your daughter had been handled and thought it a poor present that she was knowledgeable of her vacation cancellation with simply over a day’s discover — and no correct clarification. 

Offering her a ‘weekender’ occasion a complete yr later instead was not acceptable in my opinion.

The contract was weighted completely on the aspect of the supplier, not the client. You say that the phrases and situations warn that if a buyer cancels then they can not get a refund. 

However, there isn’t a point out of what occurs if the supplier cancels on its prospects.

I wished to place my view to the corporate. But, such as you, I struggled to make contact with Sunseeker Travel Group. This agency shouldn’t be confused with different vacation and yacht corporations with comparable names.

But earlier than going additional, I urged you to get your daughter to shortly increase a chargeback declare through her financial institution. This is a invaluable safety for purchasers who really feel they’ve been charged incorrectly for a service — or haven’t acquired the service they’ve paid for.

It can be utilized by anybody who has made their buy with a credit score or debit card. The chargeback course of entails the client’s financial institution requesting the cash again from the corporate’s financial institution whereas the matter is investigated.

The guidelines imply that if the corporate didn’t agree along with your daughter’s declare to have her £400 returned, then it might dispute this with Santander, with the financial institution reviewing the corporate’s proof earlier than deciding on the subsequent step with the client.

Santander instructed me that if after 45 days there was no response from Sunseeker Travel Group, then your daughter’s declare can be deemed profitable. As it turned out, your daughter’s declare was greeted with stony silence by Sunseeker Travel Group, so I’m completely satisfied to report it succeeded and she will be able to maintain her £400.

Unfortunately, she misplaced the price of her flight as a result of when catastrophe struck she didn’t assume to cancel the seat and was, in trade parlance, a no-show.

Her expertise is a reminder that holidaymakers have larger safety in the event that they purchase a vacation as a bundle (with lodging and transportation bought collectively). Look for ABTA and ATOL logos when making a reserving. 

The safety these supply means a buyer would normally obtain a refund if a visit is cancelled by an organization on the final minute or a agency goes bust. Travel insurance coverage that features cancellation cowl can also be a should.

I seen final week that Sunseeker Travel Group is promoting for ‘visitors’ to hitch comparable occasions for subsequent summer time on its Magaluf Weekender web site. This prompted me to take one other take a look at its particulars at Companies House. These revealed that its accounts are overdue by six months, which isn’t a great signal.

In September, Companies House warned it will be compulsorily struck off inside two months — except an objection was acquired. 

The newest improvement is that there was an objection, from whom I have no idea, and the strike-off motion has been suspended.

I attempted as soon as once more to contact Sunseeker Travel Group for a remark in your daughter’s case and to search out out why its accounts are delayed. I’m nonetheless ready for a response.

Number plate agency’s driving me around the bend

When my husband died in 2021, I bought his automotive however retained his quantity plate and acquired the documentation from the Driver and Vehicle Licensing Agency (DVLA).

I thought-about placing the plate on my automotive, however with the rising value of residing and better gasoline payments (particularly as I’m a 78-year-old pensioner residing alone) I made a decision to promote the quantity plate in January and make some cash on it.

In February I acquired a proposal of £500 from Click4reg, which I accepted on the idea that it will promote the plate for me.

In March, I acquired a name informing me that it had a purchaser and I used to be despatched the official varieties from the DVLA, which I duly signed, had witnessed, and returned to the corporate by registered submit.

This was all accomplished by the tip of March. Despite many emails and cellphone calls to them over many months, I’ve not acquired the cash. I’ve been supplied numerous excuses, together with DVLA delays. I’m determined. Please assist.

J. M., Cheshire.

Sally Hamilton replies: You had been pushed around the bend by this automotive plate agency and its fixed guarantees to pay you.

What a poor strategy to deal with any buyer however notably a widow who via straitened circumstances has been compelled to promote a plate that held nice sentimental worth. 

A fast look at Trustpilot reveals that prospects of Click4Reg have blended emotions about its service.

Though some relate completely satisfied experiences, simply as many report ready prolonged durations both for plates or for funds owed.

I contacted the corporate and requested it to place its foot down and get your cost processed pronto. 

Finally, a number of days later your £500 cost landed in your account, with £25 added as an apology. But sadly it offered no additional clarification for its stalling behaviour.

• Write to Sally Hamilton at Sally Sorts It, Money Mail, Northcliffe House, 2 Derry Street, London W8 5TT or e mail [email protected] — embrace cellphone quantity, deal with and a observe addressed to the offending organisation giving them permission to speak to Sally Hamilton. Please don’t ship unique paperwork as we can not take duty for them. No obligation will be accepted by the Daily Mail for solutions given.