Questions Of Cash: Airport car park refused me ash cloud refund'


Q. On 5 May I was due to fly to Belfast from East Midlands Airport, with BMI Baby. The flight was cancelled because of the Icelandic ash problem, so I used the ferry from Stranraer instead. My wife phoned the airport car parking agency and told them I wished to cancel my booking. East Midlands Airport gave me a letter to show my insurer to ask them to pay, but they refused. The car park company still refuses to refund my £22.99. AC, by email.

A. East Midlands Airport waives charges for car parking incurred because of the volcanic ash problem and for booked parking not used for this reason. It says that it was not previously aware that the reason for your cancellation was the effect of the volcanic ash. If you reapply for the refund specifying that the problem related to volcanic ash you will be given a full refund.

Q. I took out a two-year mobile broadband contract with Orange via the Carphone Warehouse in July 2008. The contract was for £25 per month for a laptop with a dongle. If I had taken only the dongle the price would have halved, so I understood I was paying £12.50 a month for the laptop and £12.50 per month for the mobile internet. All billing is direct from Orange. Last autumn the laptop developed a fault – the battery would not charge – and Carphone Warehouse asked me to return it at my own expense to the manufacturer to be fixed. The manufacturer said it was out of its six-month warranty, so would cost £110 for repair. I emailed Orange in November to say that as the laptop was faulty I would not pay the monthly fee until it was replaced under the Sale of Goods Act: the laptop should be fit for purpose for a reasonable amount of time after purchase. As the contract was for two years, the laptop should be fault-free for two years. Orange's email replies did not deal with my complaint, so I phoned them in December. I understood that we agreed that I would cancel the direct debit and receive another invoice. Instead I have received a letter saying I owe £82.02. MS, Surrey.

A. Orange told us that your contract is with the CarphoneWarehouse and that we must take this up with them. CarphoneWarehouse says that as the fault has apparently developed outside the manufacturer's warranty and the product was working when sold to you, neither it nor the laptop manufacturer has a duty to either replace or repair the laptop free of charge. It adds: "[The reader] claims that as his contract with Orange lasts 24 months, the warranty of the product should also be 24 months. Unfortunately, no such connection exists. However, we do understand [the reader's] inconvenience of not having a working laptop on which to use his mobile internet dongle. Therefore, as a gesture of goodwill, we will credit [the reader] £82.02. We would also like to encourage all readers to make sure they fully understand warranty terms and conditions when purchasing products and that at present no connection exists between the length of the contract and warranties."

Q. Demon Internet has passed a bill for £13.11 to a debt collecting agency, First Credit, and I am worried this will affect my credit rating. Repeated emails to Demon are ignored. Demon could not set up its Dial Loyalty service for me, so I wrote to Demon in October saying I did not want the service. I had already said this on the phone. Monthly bills began arriving in December. In February I spoke to an operative who assured me the account was closed. But the credit agency says the account was passed to them on 1 March. AM, by email.

A. Demon now operates as part of Thus, which is owned by Cable & Wireless. We also had difficulties in contacting anyone within Thus to deal with your problem, with the person who initially promised to investigate your problem disappearing. Eventually we obtained a response from Thus. It says it only received your request to cancel the Dial Loyalty account in February, which left a debt of £13.11 on your account. After you discussed the problem with the company's customer service representative a request to clear the balance as a gesture of goodwill was submitted, but this was rejected by its accounts department. Thus says that the emails that you sent – copies of which we supplied – do not appear on the company's records. Thus accepts that its failure to respond to your numerous complaints and requests must be very frustrating. The company's "head of customer experience", Lee Woolcott, says: "We admit that this should not have escalated as far as this and have put in place an improvement action to ensure this kind of incident does not happen again. My team have now cleared the balance and instructed First Credit to not contact the customer again. I have also ensured that a member of my team has called the customer to personally apologise and will follow this up with an email apology."

Q. My partner and I moved house in February and paid Royal Mail for its Redirection Service to our new home, paying £34 for both our names, covering three months. That redirection has consistently failed, with our former landlord allowing us to collect our mail. The service worked fine for two weeks, but since then it has not operated consistently. We have taken this up with Royal Mail, but it has declined to make a refund as it says I am changing my mind about wanting the service. Instead it offered compensation of two books of postage stamps, which is nowhere near the £34 cost of the failed service. ES, Sheffield.

A. Royal Mail accepts that your request was for a refund of a service that had not worked, rather than a claim for compensation. It has written directly to you to apologise and has made a full refund.

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@ independent.co.uk.

Independent Partners; request a free guide on NISAs from Hargreaves Lansdown

PROMOTED VIDEO
Life and Style
techCould new invention save millions in healthcare bills?
Sport
David Moyes gets soaked
sport Moyes becomes latest manager to take part in the ALS challenge
Voices
A meteor streaks across the sky during the Perseid Meteor Shower at a wind farm near Bogdanci, south of Skopje, Macedonia, in the early hours of 13 August
voicesHagel and Dempsey were pure Hollywood. They only needed Tom Cruise, says Robert Fisk
News
peopleEnglishman managed quintessential Hollywood restaurant Chasen's
Life and Style
food + drinkHarrods launches gourmet food qualification for staff
Arts and Entertainment
Michael Flatley prepares to bid farewell to the West End stage
danceMichael Flatley hits West End for last time alongside Team GB World champion Alice Upcott
Life and Style
Horst P Horst mid-fashion shoot in New York, 1949
fashionFar-reaching retrospective to celebrate Horst P Horst's six decades of creativity
News
Members and supporters of the lesbian, gay, bisexual, transgender (LGBT) community walk with a rainbow flag during a rally in July
i100
Life and Style
Black Ivory Coffee is made using beans plucked from elephants' waste after ingested by the animals
food + drinkFirm says it has created the "rarest" coffee in the world
Arts and Entertainment
Jamie T plays live in 2007 before going on hiatus from 2010
arts + entsSinger-songwriter will perform on the Festival Republic Stage
Life and Style
food + drinkThese simple recipes will have you refreshed within minutes
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    C#.NET Server Side Developer (C#, XML, WCF, Unit Testing,SQL)

    £30000 - £40000 per annum + benefits+bonus+package: Harrington Starr: C#.NET ...

    Junior Database developer (SQL, T-SQL, Excel, SSRS)

    £20000 - £30000 per annum + benefits+bonus+package: Harrington Starr: Junior D...

    Business Analyst - Banking - London - £550 - £650

    £550 - £650 per day: Orgtel: Business Analyst - Traded Credit Risk - Investmen...

    Data Centre Engineer - Linux, Redhat, Solaris, SAN, Puppet

    £55000 per annum: Harrington Starr: A financial software vendor at the forefro...

    Day In a Page

    All this talk of an ‘apocalyptic’ threat is simply childish

    Robert Fisk: All this talk of an ‘apocalyptic’ threat is simply childish

    Chuck Hagel and Martin Dempsey were pure Hollywood. They only needed Tom Cruise
    Mafia Dons: is the Camorra in control of the Granite City?

    Mafia Dons: is the Camorra in control of the Granite City?

    So claims an EU report which points to the Italian Mob’s alleged grip on everything from public works to property
    Emmys look set to overhaul the Oscars as Hollywood’s prize draw

    Emmys look set to overhaul the Oscars as Hollywood’s prize draw

    Once the poor relation, the awards show now has the top stars and boasts the best drama
    What happens to African migrants once they land in Italy during the summer?

    What happens to migrants once they land in Italy?

    Memphis Barker follows their trail through southern Europe
    French connection: After 1,300 years, there’s a bridge to Mont Saint-Michel

    French connection: After 1,300 years, there’s a bridge to Mont Saint-Michel

    The ugly causeway is being dismantled, an elegant connection erected in its place. So everyone’s happy, right?
    Frank Mugisha: Uganda's most outspoken gay rights activist on changing people's attitudes, coming out, and the threat of being attacked

    Frank Mugisha: 'Coming out was a gradual process '

    Uganda's most outspoken gay rights activist on changing people's attitudes, coming out, and the threat of being attacked
    Radio 1 to hire 'YouTube-famous' vloggers to broadcast online

    Radio 1’s new top ten

    The ‘vloggers’ signed up to find twentysomething audience
    David Abraham: Big ideas for the small screen

    David Abraham: Big ideas for the small screen

    A blistering attack on US influence on British television has lifted the savvy head of Channel 4 out of the shadows
    Florence Knight's perfect picnic: Make the most of summer's last Bank Holiday weekend

    Florence Knight's perfect picnic

    Polpetto's head chef shares her favourite recipes from Iced Earl Grey tea to baked peaches, mascarpone & brown sugar meringues...
    Horst P Horst: The fashion photography genius who inspired Madonna comes to the V&A

    Horst P Horst comes to the V&A

    The London's museum has delved into its archives to stage a far-reaching retrospective celebrating the photographer's six decades of creativity
    Mark Hix recipes: Try our chef's summery soups for a real seasonal refresher

    Mark Hix's summery soups

    Soup isn’t just about comforting broths and steaming hot bowls...
    Tim Sherwood column: 'It started as a three-horse race but turned into the Grand National'

    Tim Sherwood column

    I would have taken the Crystal Palace job if I’d been offered it soon after my interview... but the whole process dragged on so I had to pull out
    Eden Hazard: Young, gifted... not yet perfect

    Eden Hazard: Young, gifted... not yet perfect

    Eden Hazard admits he is still below the level of Ronaldo and Messi but, after a breakthrough season, is ready to thrill Chelsea’s fans
    Tim Howard: I’m an old dog. I don’t get too excited

    Tim Howard: I’m an old dog. I don’t get too excited

    The Everton and US goalkeeper was such a star at the World Cup that the President phoned to congratulate him... not that he knows what the fuss is all about
    Match of the Day at 50: Show reminds us that even the most revered BBC institution may have a finite lifespan – thanks to the opposition

    Tom Peck on Match of the Day at 50

    The show reminds us that even the most revered BBC institution may have a finite lifespan – thanks to the opposition