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: questionsofcash@independent.co.uk

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

News
peopleFrankie Boyle responds to referendum result in characteristically offensive style
Sport
Lewis Hamilton will start the Singapore Grand Prix from pole, with Nico Rosberg second and Daniel Ricciardo third
F1... for floodlit Singapore Grand Prix
Arts and Entertainment
'New Tricks' star Dennis Waterman is departing from the show after he completes filming on two more episodes
tvHe is only remaining member of original cast
Arts and Entertainment
tvHighs and lows of the cast's careers since 2004
PROMOTED VIDEO
Sport
Gabriel Agbonlahor, Alexis Sanchez, Alan Pardew and Graziano Pelle
footballAfter QPR draw, follow Villa vs Arsenal, Newcastle vs Hull and Swansea vs Southampton
News
news
New Articles
i100
Life and Style
Couples have been having sex less in 2014, according to a new survey
life
Arts and Entertainment
musicBiographer Hunter Davies has collected nearly a hundred original manuscripts
New Articles
i100... with this review
Voices
Holly's review of Peterborough's Pizza Express quickly went viral on social media
New Articles
i100
Arts and Entertainment
musicHow female vocalists are now writing their own hits
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

    Senior BA - Motor and Home Insurance

    £400 - £450 Per Day: Clearwater People Solutions Ltd: **URGENT CONTRACT ROLE**...

    Market Risk & Control Manager

    Up to £100k or £450p/d: Saxton Leigh: My client is a leading commodities tradi...

    SQL Developer - Watford/NW London - £320 - £330 p/d - 6 months

    £320 - £330 per day: Ashdown Group: The Ashdown Group have been engaged by a l...

    Head of Audit

    To £75,000 + Pension + Benefits + Bonus: Saxton Leigh: My client is looking f...

    Day In a Page

    Scottish referendum: The Yes vote was the love that dared speak its name, but it was not to be

    Despite the result, this is the end of the status quo

    Boyd Tonkin on the fall-out from the Scottish referendum
    Manolo Blahnik: The high priest of heels talks flats, Englishness, and why he loves Mary Beard

    Manolo Blahnik: Flats, Englishness, and Mary Beard

    The shoe designer who has been dubbed 'the patron saint of the stiletto'
    The Beatles biographer reveals exclusive original manuscripts of some of the best pop songs ever written

    Scrambled eggs and LSD

    Behind The Beatles' lyrics - thanks to Hunter Davis's original manuscript copies
    'Normcore' fashion: Blending in is the new standing out in latest catwalk non-trend

    'Normcore': Blending in is the new standing out

    Just when fashion was in grave danger of running out of trends, it only went and invented the non-trend. Rebecca Gonsalves investigates
    Dance’s new leading ladies fight back: How female vocalists are now writing their own hits

    New leading ladies of dance fight back

    How female vocalists are now writing their own hits
    Mystery of the Ground Zero wedding photo

    A shot in the dark

    Mystery of the wedding photo from Ground Zero
    His life, the universe and everything

    His life, the universe and everything

    New biography sheds light on comic genius of Douglas Adams
    Save us from small screen superheroes

    Save us from small screen superheroes

    Shows like Agents of S.H.I.E.L.D are little more than marketing tools
    Reach for the skies

    Reach for the skies

    From pools to football pitches, rooftop living is looking up
    These are the 12 best hotel spas in the UK

    12 best hotel spas in the UK

    Some hotels go all out on facilities; others stand out for the sheer quality of treatments
    These Iranian-controlled Shia militias used to specialise in killing American soldiers. Now they are fighting Isis, backed up by US airstrikes

    Widespread fear of Isis is producing strange bedfellows

    Iranian-controlled Shia militias that used to kill American soldiers are now fighting Isis, helped by US airstrikes
    Topshop goes part Athena poster, part last spring Prada

    Topshop goes part Athena poster, part last spring Prada

    Shoppers don't come to Topshop for the unique
    How to make a Lego masterpiece

    How to make a Lego masterpiece

    Toy breaks out of the nursery and heads for the gallery
    Meet the ‘Endies’ – city dwellers who are too poor to have fun

    Meet the ‘Endies’ – city dwellers who are too poor to have fun

    Urbanites are cursed with an acronym pointing to Employed but No Disposable Income or Savings
    Paisley’s decision to make peace with IRA enemies might remind the Arabs of Sadat

    Ian Paisley’s decision to make peace with his IRA enemies

    His Save Ulster from Sodomy campaign would surely have been supported by many a Sunni imam