The overbooking of holiday accommodation is a common complaint; the booking of holidays, particularly through the internet is also creating further holiday booking complaints!  The stories on this page illustrate the experience of holidaymakers and the problems that they are left to deal with!  We have only reproduced these stories from our e mail contacts.  These holidaymakers stories have been presented to the EU Commission in our campaigning reports!  The stories have been left largely unedited; they are in the words of the holidaymakers who have contacted us.  The names of travel companies have been removed because we consider the story or the experience of the holidaymaker is central!

[LETTER SENT TO TOUR OPERATOR] My husband and I have just returned today from a holiday at the 4* [NAME], Tenerife. 

on arrival at the airport we were kept waiting on the coach transfer for over an hour without explanation

on arrival at the hotel we were kept waiting by inefficient reception staff for well over an hour

our hotel room was very small, scruffy and overlooked a building site

we were offered another room which was just as scruffy and small but overlooked the pool. However the balcony was covered over with a wooden board and you couldn’t see anything unless you stood up

we paid 300 euros extra to upgrade to a slightly improved room

the food was very bland and boring throughout our stay certainly not 4* quality

However our main concern was on a trip booked with your rep [NAME] to Mount Tiede. The price of the trip was 39 euros each and we specifically asked prior to booking if the trip included the cable car ride. She told us and all other guests that it did. We had checked the price of this trip with another Company and their price was 16 euros but you paid separately for the cable car which they told us would be around 25 – 30 euros, so we decided to go with the [TOUR OPERATOR] trip. However, on departure, the guide told us that the cable car was not included in the price and that it would cost an extra 25 euros per person to use the cable car. We were all astounded, the trip was dreadful, we stopped for coffee after a couple of hours and the allocated cafe stop was shut. We then proceeded on the trip and drove straight past the cable car and the guide just in passing told us it was closed so it wasn’t even an option to take the trip, the only reason we went on the tr ip to take the cable car ride. We were then told we were stopping for lunch at a place chosen by [TOUR OPERATOR] especially for us. It was absolutely dreadful, it was like an old garage or barn.   When we thankfully returned to the hotel, ourselves and 2 other couples went to see the rep when she arrived and asked her again if the price of the cable car was included in our 39 euros. She said yes it definitely was and so we asked her for a full refund. She said she would check with the office and get back to us.  My husband went down again to see her and she explained to him (and also confirmed in a note pushed under our door) “that as you didn’t pay any extra for the cable car then a refund is not possible.”   By selling this trip for 39 euros per person and stating that a cable car ride is included in the price, when this is not the case is tantamount to fraud. She is fraudulently selling a trip at an exorbitant price and lying to customers to make it more attractive. This practice should be ceased forthwith.  – (EM – 21.1.09)

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There is something very wrong with the administration of [TOUR OPERATOR] Holidays. I have just returned from A caribbean Holiday with them and almost everyone in our group had a bad story to tell re their travel arrangements. their own hotel in St Lucia was booked 9 months previously and 48 hours before departure we were told it was full. We arrived in tobago to find the hotel there closed and we had to transfer. the replacement hotel inSt Lucia was excellent but we were given a room with no view in spite of being promised a sea or pool view. Our tickets arrived with no mention of a pick up car this was only verified 14 hours before departure. A deposit paid on 4 april was requested again weeks later, it goes on and on.  – (EM – 16.2.09)

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please could you help, we canceled our holiday on the 30th january and was told by the young lady in the shop that we would have to wait 14 days at the most to recieve a full refund but we are still waiting. we have phoned the shop that took the booking but no-one seems to know where the refund is or seems to care, this is really upsetting as we have always booked with [TOUR OPERATOR] and had some lovely holdays – (EM – 17.2.09)

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I have written to [TOUR OPERATOR] twice now, yet I am still unhappy with their re sponse. I am disputing paying for an upgrade to premier class on the outbound jorney of my holiday in December. They advertise part of this upgrade as ‘unlimited drinks’, however this was not the case, with them running out of nearly all drinks half way through the 8.5 hour flight. With this and the terrible service (mainly rude staff and constant breaks) I requested a refund for the upgrade I paid one way, which I thought was more than fair?   It also took them nearly 2 months to reply to my correspondence.  Although in the 2nd letter I received they claim one was sent on the 29th Jan, I dispute this as a representative told me that nothing had been sent and I only received an email after my call on the 4th March, nearly 2 months after my orginal letter.  I know it may seem like a small amount of money but out of principle I want to progress this complaint.  (EM – 23.3.09)

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I am in a long standing dispute with [TOUR OPERATOR] who completely mess ed up my £6,500.00 holiday last September/October to celebrate our ruby wedding Anniversary. They accept NO RESPONSIBILITY WHATSOEVER but have thanked me for letting then know!!…I now have to go to arbitration and have the forms but am not clear as to how I should prepare the ‘legal type case papers and files’….HELP!! it feels like DAVID and GOLIATH here so is this worth pursuing (and paying for even though I am the victim here!!…) I would appreciate some help… – (EM – 25.3.09)

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hi my husband and i and our 2 daughters aged 2 and 14 are due to go to turkey on 23/05/09 we told the travel agent on 2 occasions the ages of the children but they still put our 2 year old down as infant we paid for the holiday in full but they are now looking for another 461 euro because they said they shouldn’t have classed the 2 year old as an infant would be grateful if tou could let us know where we stand many thanks. – (EM – 23.4.09)

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on 7 april [NAME OF AIRLINE] flight [NUMBER] to cuba we booked premium seats as we have done for many years on boar ding it was clear that these seats where economy as there was a 12 inch gap between seat /side of plane we spoke to the captain when he was in the galley he agreed that the seats where not premium he said our plane had been out of service this plane was a stand in and was used between germany/asia at the end of flight my wifes buttocks where black and blue we took photos of the seats on return flight the seats where wide premium [TOUR OPERATOR] refuse any refund we paid over £200 extra for premium also a cabin attenent dropped a 70c bottle of red wine in my wifes and my lap sitting for 10 hours it dried in and could not be washed out [TOUR OPERATOR] responce send us a dry cleaning bill you dont dry shirts and trousers which say wash – (EM – 17.5.09)

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I recently booked a holiday with [TOUR OPERATOR] Holidays. It was a package deal as advertised with no special requirements.  Whilst booking the holiday on the phone towards the end of the conversation, the operator informed me that transfers would not be included. I was not happy with this and asked to speak to a manager, as this was the Sunday of the Bank holiday weekend there was non manager available till Tuesday. I could not make the call on Tuesday, and as we have a very small window to go on holiday I did not want to loose the flights we had been given and proceeded to book the holiday. I contacted [TOUR OPERATOR] via email and they told me because we were using a ‘third party courier’ transfers were not included. It is very clear from their brochure that unless you are using a Scheduled flight (which we are not) transfers are included. They have even sent me an email that quotes their internet as saying that transfers included unless you are hiring a car or house! They are insistent that as I agreed to their terms there is nothing I can do. I would like your comments. Incidentally the package we have booked s not a cheap holiday and is from their Gold Brochure. I will happily send you copies of emails I have received. I have written to the MD at [TOUR OPERATOR] and to date have had no reply. – (EM – 18.5.09)

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I would like to complain about a holiday company called [NAME] cruise with ABTA [NUMBER] who with out authorsiation has taken just under £10k out of my bank a/c last night. The bank has telephoend to tell me that I am overdrawn as this company took 2 x £4500 and 2 x £300 between 8pm and 11pm.. can somebody please help and tell me what to do? I have just telehoned the police as well.  (EM – 19.5.09)

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I recently booked a holiday by telephone,but when I enquired about cancelling less than 2 4 hours later,was told I would lose my £500 deposit,is this correct ?Also we travel on 30th september ,our oldest son is 12 but he has a birthday during the holiday they have still charged him as an adult,is this correct ? – (EM – 26.5.09)

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My partner and I, after seraching, found a very attractive, all inclusive deal for a holiday in Turkey. This was pm on Saturday 6th July with [ONLINE TRAVEL PROVIDER]. We assumened the price wa designed to be a headline rate to attract attention. On Sunday morning my partner was able ot confirm he time off. We therefore booked, online for the holiday in Mars to bmaris, 7 nights leaving the Uk on 31st July 2009 at a superb price of £71.00  Email confirmation and booking reference was received  This morning I have received a phone call from [ONLIBE TRAVEL PROVIDER] stating that [NAME OF TOUR OPERATOR] has refused the booking because it was a”mistake”.  Can they do this? I also have a fear that, to get out of this, they might accept the booking then, at the last minute revise substantially (for example, date) such that we can’t go in order to get out of the deal, knowing that he refund would be very low?  Since the price was low, could they get away with offering us a very low cost alternative?  My belief is that a contract has been made and confirmed in law. Where do we stand?  – (EM – 8.6.09)

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booked a holiday through[NAME OF TOUR OPERATOR] ,new england niagra falls last year was not given ri ght holiday by [NAME OF TOUR OPERATOR] when we arrived in boston,e-mailed [NAME OF TOUR OPERATOR] 3 times 2 sort it out no avail.have liased with [NAME OF TOUR OPERATOR] and t[NAME OF TOUR OPERATOR] still havent got problem sorted out we were sent on wrong holiday travel agents said maybe you can resolve this matter,as we have done everthing possible to try to get an amicable agreement and [NAME OF TOUR OPERATOR] can do no more,I hope you can help us out as our holiday was a night mare because it was not the trip we booked  – (EM – 16.6.09)

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I booked a holiday advertised through a letting agency on line. I have pai d for the villa in full but received a letter from the letting agency to say that it was afraud. Where do I stand legally? – (EM – 25.6.09)

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I am really not sure if you will be able to assist or perhaps lead me to  an orgainisation that can.  I am a [NAME OF TOUR OPERATOR] customer and am very unhappy with their online payment system. I believe it to be very unsecure.   Basically their online payment system takes subsequent payments out of the same account & from the same card details as the first payment made. I have attached a copy of the letter I have sent to [NAME OF TOUR OPERATOR], to which I have had no reply as yet.  – (EM – 2.7.09)

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On arrival accomodation was overbooked and there was no room available at the hotel we had selected for the total of 3 nights. It was booked as a package through [NAME OF TOUR OPERATOR] at a [NAME OF TOUR OPERATOR] shop paid by debit card in full on booking. We had specificaly selected that particular hotel on booking, We informed that we were not happy with alternative but we had no option to stay there as they were fully booked. We stayed there for three nights and then moved to the hotel specifically booked. At no time did we accept any sort of compensation whilst there. I logged a complaint with the rep whilst there also. Could you please tell me what action I should take and an idea of how much it would be reasonable to claim back the total holiday cost was £1590.00 for 4 people for 10 days in total. Many thanks. – (EM – 4.8.09)

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I have telephoned, written and e-mailed [NAME OF TOUR OPERATOR] to obtain written confirmation of a holiday I have booked over the telephone with their customer services dept over a month ago. I have had the deposit of £306.00 taken from my credit card a nd all I have is a verbal ref given at time of booking. I attach a copy of the letter sent by 1st class post and again the their e-mail address ( I am still awaiting a reply. My telephone charges regarding this have amounted already to over £12.00 as the nos is an 0845 code. – (EM – 29.8.09)

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Daughter and mother flew out yesterday 11th Sept to Turkey – hotel was ove rbooked and they were told they would be moved to another toom today Sat 12th. Hotel not 5 star as advertised, no rep to help, holiday company not helping at all. They want moved to another hotel but no one is helping. Been fobbed off by [NAME OF ONLINE TRAVEL PROVIDER] Booking Agent. Can you help please. I am so worried. – (EM – 12.9.09)

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Hi – Really hoping you can help me – recently in Rhodes our hotel claimed to be overbooked and transferred us to another cheaper hotel that did not know we were being sent there. I feel sick at the way we were treated and feel conned. In 4 weeks the tour operator has not responded to my letters despite me having spoken to them whilst on holiday, and I am concerned that our issues will a) never be resolved, and b) others will suffer. ATOL has washed their hands of us so I do not know what to do next. Please find attached a copy of our latest letter – (EM – 1.10.09)

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What is the European consumer law today regarding any traveller who holds a GUARANTEED reseravtion in a hotel and the hotel is fully booked upon arrival ? What is the hotel obligated to provide by law in the EU ? Are there any penalties or fines like for airlines ? – (EM – 20.10.09)

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i have booked a holiday in nov 09 with [NAME OF ONLINE TOUR OPERATOR] via [BOOKING MEDIUM] .as yet i have not received any conformation flight details or any thing reguarding the booking.I have tried unsucsessfully emailing and telephoning the company,on payment they even asked for my private bank password to authorise the payment which i declined and also our passport numbers.Since making the booking i have seen the company on [TV PROGRAMME] and doesnt look good…can you help please – (EM – 4.1.10)

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We booked a hotel in Brighton which turned out to be substandard. They insisted we pay before we saw the room and when we did we decided to leave immediately. We were assured the manager (absent at the time) would refund our money but have since come to realise [COMMENT REDACTED] and is unlikely to return our money voluntarily. Do we have a case?….trading standards? Small claims court? – (EM – 17.1.10)

Tags: Holiday Overbooking Claims

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