Questions of cash: An all-inclusive holiday (extras not included)


Q. In May I booked an "all-inclusive Turkey" holiday for my wife and myself with Page and Moy, from the "2010 Holiday Sale" brochure.

The holiday was almost identical to one offered in an earlier brochure from Travelsphere – a sister company – except that some optional excursions were included as standard in the Page and Moy offer. A few days later I began thinking there might be a mistake as including the extra visits in the holiday represented a considerable reduction in the price. I made two calls to Page and Moy. In the first I was told that there were no included excursions, despite me insisting there were. I phoned again later that day and was told the excursions were included and the person I spoke to read the list out to me.



At the resort I found the tour guide knew nothing of any excursions being included. I phoned Page and Moy, who said there had been a mistake in the brochure and the excursions were not included. As the excursions were the whole point of the holiday we decided to pay for them and recover the cost from Page and Moy on our return. But Page and Moy have told me that their records show I was advised that the excursions were chargeable.



RE, Derby.



A. We contacted Page and Moy, who promised to investigate. However, they failed to provide a response to us – despite being prompted to do so. They have contacted you as a result of our intervention, offering to repay £220 – half the additional cost of the excursions. You say: "I think that is a fair offer under the circumstances and have accepted it; it was, after all, a genuine mistake on their part, they didn't set out to deceive anyone."



This is a more generous view than we would have taken. It looks unlikely that you would have booked this holiday had you known of the extra costs and you had to pay extra to receive services you believed were included. We would have asked Page and Moy to fully refund the extra cost of the excursions.



Q. I booked a once in a lifetime holiday to Canada, to coincide with my son and his partner getting married in the Rockies. I booked with Expedia and we were due to fly on 17 April, but the flight was cancelled because of the Icelandic volcanic ash. Despite repeated emails and attempted phone calls to Expedia – being kept on hold for more than two hours and being charged for the calls – I have only received a refund of £419. The full refund should be £1,747.20, so I am still owed £1,328. SW, Newport.



A. Expedia apologises. A spokeswoman says: "We have been working closely with the airlines to process refunds as quickly as possible, but due to the exceptional circumstances of the ash cloud situation, some refunds have taken considerably longer to process than would normally be the case."



The full refund has now been sent to you and Expedia has offered to provide an additional refund for the cost of your phone calls.



Q. I came to London five years ago to study with LTC College in London. In December last year, the BBC broadcast allegations about the college, which led the Home Office to suspend the college's licence. I was therefore unable to continue studying with the college from April. I submitted a refund application form and the college agreed to refund £1,272 for the remaining period. I have still not received this. HS, London.



A. When you originally contacted us in September we hit what seemed to be an impossible barrier. The LTC website was no longer functioning and the phone number rang unobtainable. We contacted Westminster City Council's trading standards office to find out whether it was conducting any investigations, and learnt that it was not. We hoped that you might have paid either by credit card, or by Visa debit card, enabling us to trigger a chargeback request for the failure of the college to provide the full service paid for – but this was not possible as you had paid by cheque. We then left the problem for a few weeks. But when we tried the old phone number again, we found that it was now ringing through to Unity College in London. Unity College told us that Mr Darpan Shah "is liable for aspects of LTC". The phone operator added that Mr Shah had ownership interests in both colleges and gave us a contact email address for Mr Shah. After an exchange of emails with Mr Shah, he promised us that a cheque would be raised and left for you to collect. Unfortunately it was no longer possible for you to collect the payment as by this time you had moved to Japan. But Mr Shah's office then arranged for the payment to be made direct to you. The payment you received was for £846. You calculate this is £228 less than you are owed. You paid £2,545 for an 86-week course and were unable to attend the last 38 weeks, because the college was no longer open. The refund represents a payment for only 24 weeks. In addition, Mr Shah's office has levied an administration fee of £150. Mr Shah states in an email that the contract specifies that refunds are only available in two circumstances: "one is your medical conditions, where you will not be able to continue the course, second is your visa will be refused under the immigration act".



It seems to us bizarre that an administration fee is imposed when your course cannot be completed because the college itself has ceased trading. Further, we do not believe that Mr Shah can legally use this as a reason for withholding part of your fees. We have put these points to Mr Shah, who has not responded. You are now seeking to recover the balance of your fees through legal action.



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; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk

Finacial products from our partners
Property search
  • Get to the point
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

    Ashdown Group: Editor-in-chief - Financial Services - City, London

    £60000 - £70000 per annum + benefits : Ashdown Group: A highly successful, glo...

    Guru Careers: Pricing Analyst

    £30 - 35k (DOE): Guru Careers: We are seeking a Pricing Analyst with experienc...

    Ashdown Group: Treasury Assistant - Accounts Assistant - London, Old Street

    £24000 - £26000 per annum + benefits : Ashdown Group: A highly successful, glo...

    Ashdown Group: Sales Team Leader - Wakefield, West Yorkshire

    £21000 - £24000 per annum: Ashdown Group: The Ashdown Group has been engaged b...

    Day In a Page

    Revealed: Why Mohammed Emwazi chose the 'safe option' of fighting for Isis, rather than following his friends to al-Shabaab in Somalia

    Why Mohammed Emwazi chose Isis

    His friends were betrayed and killed by al-Shabaab
    'The solution can never be to impassively watch on while desperate people drown'
An open letter to David Cameron: Building fortress Europe has had deadly results

    Open letter to David Cameron

    Building the walls of fortress Europe has had deadly results
    Tory candidates' tweets not as 'spontaneous' as they seem - you don't say!

    You don't say!

    Tory candidates' election tweets not as 'spontaneous' as they appear
    Mubi: Netflix for people who want to stop just watching trash

    So what is Mubi?

    Netflix for people who want to stop just watching trash all the time
    The impossible job: how to follow Kevin Spacey?

    The hardest job in theatre?

    How to follow Kevin Spacey
    Armenian genocide: To continue to deny the truth of this mass human cruelty is close to a criminal lie

    Armenian genocide and the 'good Turks'

    To continue to deny the truth of this mass human cruelty is close to a criminal lie
    Lou Reed: The truth about the singer's upbringing beyond the biographers' and memoirists' myths

    'Lou needed care, but what he got was ECT'

    The truth about the singer's upbringing beyond
    Migrant boat disaster: This human tragedy has been brewing for four years and EU states can't say they were not warned

    This human tragedy has been brewing for years

    EU states can't say they were not warned
    Women's sportswear: From tackling a marathon to a jog in the park, the right kit can help

    Women's sportswear

    From tackling a marathon to a jog in the park, the right kit can help
    Hillary Clinton's outfits will be as important as her policies in her presidential bid

    Clinton's clothes

    Like it or not, her outfits will be as important as her policies
    NHS struggling to monitor the safety and efficacy of its services outsourced to private providers

    Who's monitoring the outsourced NHS services?

    A report finds that private firms are not being properly assessed for their quality of care
    Zac Goldsmith: 'I'll trigger a by-election over Heathrow'

    Zac Goldsmith: 'I'll trigger a by-election over Heathrow'

    The Tory MP said he did not want to stand again unless his party's manifesto ruled out a third runway. But he's doing so. Watch this space
    How do Greek voters feel about Syriza's backtracking on its anti-austerity pledge?

    How do Greeks feel about Syriza?

    Five voters from different backgrounds tell us what they expect from Syriza's charismatic leader Alexis Tsipras
    From Iraq to Libya and Syria: The wars that come back to haunt us

    The wars that come back to haunt us

    David Cameron should not escape blame for his role in conflicts that are still raging, argues Patrick Cockburn
    Sam Baker and Lauren Laverne: Too busy to surf? Head to The Pool

    Too busy to surf? Head to The Pool

    A new website is trying to declutter the internet to help busy women. Holly Williams meets the founders