Questions of Cash: Why wasn't I called about a change in flight details?


Q. I was on holiday in Egypt in June. I received my paperwork with my flight and holiday vouchers from the travel agency, Beat the Brochure, which is also called Truly Travel. On the return flight I found my tour operator had printed the wrong date on my ticket. I had to pay £980 for new tickets.

The travel agency tells me it sent me a revised email with the changed travel arrangements, but I never received this. They had my mobile number, but they didn't call. I had an awful holiday at a very average hotel, which was allegedly four stars. The fact the agent had not told us about the change in flight details just topped it off as the worst holiday ever. MH, London.

A. A spokeswoman for the travel agency responded: "Beat the Brochure have investigated this issue further and can advise the flight supplier amended [the reader's] return flight six days prior to her UK departure date. Beat the Brochure notified [the reader] of the schedule change by email on 6 June and also sent her the supplier's amended flight summary confirming the change … In the circumstances Beat the Brochure would be happy to discuss the issue of compensation."

We agreed with you that given your level of distress over the incident we would discuss compensation with Beat the Brochure for the full costs incurred, which were £980.12 for flights, £22 for food, plus additional costs when you arrived in Gatwick instead of Luton. Beat the Brochure has agreed to pay the full costs, plus an additional £50, and is sending you a cheque for £1,108. You are very happy with this.

The complex business of PPI Mis-selling

Q. You assisted me (Questions of Cash, 31 May 2014) in obtaining compensation for mis-selling of payment protection insurance and I received payment of £299.71 from Santander. I also received £24.64 from CPP. It was only at the end of last year that I realised the policies had been mis-sold when I received a letter from CPP. But CPP says it is not responsible for the mis-selling of any policies prior to 2005. Is this correct? ST, Essex.

A. The situation regarding responsibility for the mis-selling of PPI policies is complex, so we asked the Financial Ombudsman Service for clarification. It advises that CPP was not regulated by the financial regulator until 2005. Consequently, it is not liable for compensation for the mis-sale of any policies prior to that time. A spokeswoman for the Ombudsman explains: "If the policy was actually sold by CPP then the 2005 time limit does apply here … If the policy was sold by a bank, then it is likely the consumer would be able to make a claim for events prior to 2005." A word of warning: anyone who believes they were mis-sold policies by CPP – the Card Protection Plan Ltd – must submit their claims by 30 August, or else they will ruled as out of time.

Missing nectar points puzzle

Q. My mother died in March. She had deliveries from Sainsbury's arranged by phone and had a receipt indicating a Nectar balance of 65,269 points at the time of her death. I also found in her possessions three cards each with the same card number, but that number that didn't agree with the partial number on the receipt. I suspect the points from her deliveries must have gone to someone else. Sainsbury's and Nectar now seem to be passing the query between themselves. BN, Surrey.

A. We have resolved the problem, but can't explain what happened. Nectar apologises, but says "privacy protection legislation" prevents it from giving details. You tell us that Nectar has now transferred all the points to your Nectar card – plus a significant quantity of additional points.

Questions of Cash cannot give individual advice. But we'll do our best to help if you have a financial dilemma. Email us at:

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