Buying a Holiday Online: Rights, Cancellations and Refunds

Originally written by Lucy Debenham, updated by the editorial team on 28th June 2026

Your Rights When Booking a Holiday Online

Most people now book holidays online rather than visiting a high street travel agent. Going direct to airlines, hotels or tour operators often means lower prices because of reduced overheads and fewer people handling your booking.

Before you commit to any purchase, knowing where you stand legally can save trouble later. UK consumer law provides protection when you buy from businesses based in this country, though the rules differ depending on what type of holiday you book and who you book it with.

When you buy from a UK based company online, they must provide certain information before you complete your purchase. This includes:

The full name of the business or trader
A physical address, not just a PO Box
Contact details, ideally including a phone number
A clear description of what you are buying
The total price, including all taxes and fees, before you pay
Details of your cancellation rights
How long the contract will last and any conditions attached

If a company hides fees until the final checkout stage or fails to give you this information, you may have grounds for complaint or even cancellation. These requirements stem from the Consumer Contracts Regulations 2013. While these regulations cover most online purchases from UK traders, travel and accommodation bookings tied to specific dates have different rules, which we cover below.

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Package Holidays and Financial Protection

The type of holiday you book affects your level of protection. A package holiday, where you buy flights and accommodation together from one company, carries stronger safeguards than booking each element separately.

Under the Package Travel and Linked Travel Arrangements Regulations 2018, companies selling package holidays must take responsibility for the whole trip. If something goes wrong with any part of the package, you deal with one company rather than chasing multiple suppliers.

Package holiday providers must also protect your money. For holidays including flights, this usually means ATOL protection. ATOL stands for Air Travel Organiser's Licence and is a scheme run by the Civil Aviation Authority. If your tour operator goes bust before or during your trip, ATOL protection should ensure you get a refund or can continue your holiday.

When you book an ATOL protected holiday, you should receive an ATOL certificate, typically sent by email when you pay or handed to you if booking in person. Keep this document safe as it confirms your protection. You can check whether a company holds a valid ATOL licence on the CAA website.

For package holidays without flights, companies may use other protection schemes such as ABTA bonding. ABTA members must meet certain standards and provide financial protection, though the details vary. Check what protection applies before you book, particularly for coach tours, cruises or holidays within the UK.

If you book flights and hotels separately through different websites, you will not usually have package holiday protection. Each booking stands alone, and if one part falls through, you must deal with each company individually. This is where travel insurance becomes essential, as it can cover losses when things go wrong with separate bookings.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

Cancellations and Refunds

Your right to cancel a holiday booking depends on several factors, including the type of booking and when you decide to cancel.

The Consumer Contracts Regulations give most online shoppers a 14 day cooling off period to change their mind. However, accommodation and transport bookings tied to a specific date fall outside this protection. Because most holiday bookings specify particular travel dates, you cannot automatically cancel just because you have second thoughts.

Instead, your cancellation rights depend on the terms and conditions you agreed to when booking. Many companies allow cancellations but charge a fee, which often increases the closer you get to your departure date. Some bookings, particularly cheaper deals, may be non refundable from the start. Always read the cancellation policy before you book, and consider travel insurance to cover cancellation costs if your circumstances change unexpectedly.

If the company cancels your holiday, package travel rules generally favour the consumer. For package holidays, you are entitled to a full refund if the operator cancels, and they must return your money within 14 days. You may also be entitled to compensation depending on how much notice they gave you. However, circumstances beyond the operator's control, such as natural disasters or government travel restrictions, may limit compensation even when refunds are due. If you have not received your refund within 14 days, write to the company setting a firm deadline and warn that you will escalate the matter to your card provider or a dispute resolution service.

When something goes wrong during your holiday, such as accommodation not matching its description or promised services not being provided, you can claim a refund or compensation for the affected parts. Keep evidence of any problems, including photos and written communications with the company.

If you paid by credit card for a booking costing more than £100, you may have additional protection under Section 75 of the Consumer Credit Act. This makes your card provider jointly liable if things go wrong. Note that Section 75 protection applies when the company you paid is based in the UK or has a UK presence. Debit card payments may be covered by chargeback schemes, though these offer less formal protection.

Making a Complaint

If you have a problem with your holiday booking, start by contacting the company directly. Put your complaint in writing, either by email or letter, and keep copies of everything you send and receive. Explain clearly what went wrong, what you want them to do about it, and include any supporting evidence.

Give the company reasonable time to respond. Most will have their own complaints procedure, and many issues can be sorted out at this stage without taking things further.

If you cannot resolve the matter directly, check whether the company belongs to a trade body. ABTA operates a dispute resolution service for complaints against its members. The scheme can help settle disagreements without going to court, though both sides must agree to use it.

For disputes with airlines, particularly around flight delays or cancellations, you can escalate to an approved aviation alternative dispute resolution body. The CAA website lists ADR providers for different airlines.

As a last resort, you can take your case to the small claims court. This may be appropriate for smaller amounts where other routes have failed. The process is designed to be accessible without needing a solicitor, though you should consider whether the time and court fees justify the amount you might recover.

Since Brexit, consumer protections for holidays booked with EU based companies have become more complex. While UK regulations remain largely similar to EU rules, enforcing your rights against companies based outside the UK can prove more difficult. When booking with overseas operators, check what protection schemes apply and ensure you have adequate travel insurance.

For more detailed guidance on your consumer rights, the Citizens Advice website offers free information on holiday bookings and complaints. GOV.UK also publishes official guidance on package travel regulations.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Online Purchase Rights Checker lets you find out your rights when an online order goes wrong, from faulty goods to late or missing deliveries. Try it now →

231 questions

Ask Online Shopping Rights a Question

OnlineShoppingRights Editor 19/05/2026 at 9:20 am

@Improve internet boo You're right that it feels unfair, and many readers share that frustration. The 14 day cooling off period under the Consumer Contracts Regulations specifically excludes transport services and accommodation, which is why airlines aren't obliged to refund. Your best bet now is to check if your travel insurance or credit card provider offers any cover for booking errors, and complain to Ryanair in writing citing their own customer charter. Worth escalating to AviationADR if they refuse to engage.

Improve internet boo 24/08/2025 at 4:31 pm

I booked two return flights with Ryanair in April 2025 for travel in October 2025. I literally realised immediately after booking that I had inadvertently booked two suitcases per person and therefore added to the cost I paid (I only wanted one per person).
I immediately (within 10 minutes) contacted Ryanair by chat service and they refused to amend or refund the extra case and would not let me cancel without costing me the flight cost. Why do we have 14 day protection when buying goods, but no protection for services like flight ticket purchases (or at least insufficient protection). This is scamming legally in my opinion.

Stevier 15/01/2025 at 10:52 am

I was browsing and ended up booking a SunWeb ski holiday by mistake. I am a pensioner and have terminal cancer taking pregabalon and morphine, so this is not a holiday I would book!
I met with the consultant yesterday and have to start treatment of chemo twice a week for 18 months, another reason why I would not have intentionally booked this holiday.
The booking was made on a Sunday, I immediately responded to the confirmation email by email, phone and what’s app, however their staff were not available.
I then contacted them at 0830 on the Monday and was told the hotel had already been paid so I would have to pay £740 cancellation fee!
I cannot believe that the hotel payment did not need human approval and that the transaction was completed before they had received any money from me?
I would question how truthful their service assistant was!
I am disappointed that they do not have exceptions for genuine mistakes?
I was also disappointed that they would not give me senior managers details so that I could escalate.
I will reluctantly pay the fee but will never use or recommend SUNWEB again!

Kez 26/02/2024 at 2:45 pm

I purchased 10 tickets to a comedy club, booked a restaurant near the venue and transport. a few days prior to the event they changed the venue. unfortunately too late to change restaurant and transport. This ment walking 35 min to the new venue. we arrived 10 minutes late of the show start. However the venues website states you can be seated at the 1st break in the show, which happened 10 minutes of our arrival. The venus then stated they had no seats remaining. They have refused a refund to visit the venue again but have offered credit. 1) a credit for 10 tickets isn't helping everyone as we dont all live in the arar of the venue. 2) I very much doubt I would want to book there again.

can I get a full £ refund?

Clarky 02/02/2024 at 7:46 pm

My wife booked a love holiday package deal to New York in December to see the Christmas lights, the same day, she noticed that the lights would not be on while we were there so she messaged love holidays the same day she booked it to change the dates. Firstly they said the hotel was booked up so she could not change it, then they said, it’s fine to change the dates but it’s going to be another £3165 on top of the £2300 we had been quoted. She had paid a deposit on the wrong dates holiday so said to cancel it and keep the deposit only for them to say no, we would have to pay another £900 to cancel as the flights had been booked. They done pretty well considering it was within minutes of her realising she wanted to change. I seriously hope they go out of business as they are conning people and ripping them off. They will not be getting anything off us.

Minty 29/11/2023 at 6:00 pm

My Wife booked a Love Holiday to Spain for July 2024 for a party off 10 people all together.

8 off the party can no longer go, But Love Holiday are refusing refund of the £2500 to cover the flights, which bearing in mind they will re sell. Plus they are demanding another £190 to cancel.

Also if the 2 first named people can still go They will still charge more money than the original price if just 2 people went in the first place. That would be an additional £2000. I hope this company go out of business It is legalised theft.

Ste. 03/08/2023 at 1:55 pm

I’ve booked a holiday let in France for a week but cancelled within 24 hours of the booking but there cancellation policy states that I can cancel within 24 hours as long as it not 2 less than months . Is there anything I can do?

Ripped off 14/11/2022 at 2:43 pm

Booked online 10th Nov with Love Holidays.5 days to sol pelicanos hotel in Benidorm. Cost at time of booking £514. Money taken from account 10th nov for low deposit 2 x£25.
2 days later called 12th nov to ask about confirmation Email. Agent took my details Emailed confirmation on checking note cost now £704.
55mins on call to agent repeatedly said cost can go up. ..nothing she could do now waiting on manager tocall.. cost to cancel .£75 admin full cost of flight and £50 deposit.
What are my rights on this occasion

H 27/07/2022 at 7:35 pm

Booked a virging holiday to barbados 3 days ago jist noticed its a non smoking hotel. Want to change to a different hotel and bring holiday forward 1 week. Virgin said I will loose £350 deposit. Is this not covered under the 7 day rule. I dont want money back just put it towards a different holiday.

Ange 06/07/2020 at 10:43 pm

Booked a caravan holiday in January this year with park dean paid it in full and paid a £25 cancellation cover it was £545 had to cancel holiday in March due to shielding as I have cancer got my money back less £120 they claimed was a booking fee does anyone know if this is right or have I been ripped off

Frederick 31/03/2020 at 10:05 am

My wife and I have beefed a Holliday with Sykes cottages in the uk. Unfortunately due to the current government restrictions on travel we are unable to go. We have contacted Sykes re a refund but this has been refused and they state we can rebook only the same cottage on a later date with an increase in price. We would like a refund or would be prepared to accept as a last resort a credit note for any property but this has also been refused. Where do we stand, thank you for your assistance

F a stone

None 26/03/2020 at 3:57 pm

I booked a 3night break with Shearings for April and paid in full I received an email telling me this was now cancelled because of the corona outbreak I asked for a refund as it was booked for a special occasion to see friends and I don’t want to book another break they are telling me I can’t have a refund only a credit which I don’t want

tu 15/03/2020 at 8:39 pm

hi all inclusive package hol egypt easy jet.
during holiday hotel restaurant closed after 2 days so ate in suster hotel which rsn out of food twice.all inclusive bar ran out of beer for 10 out of 14 days and soft drinks for meals 0ne day.hotel ran out of loo roll for 3 days.one of the 2 pools was derelict.no rep available to ask for help.
where do i stand with a refund please .

Rachel 21/02/2020 at 6:02 pm

Booked holiday through secret escapes for 23 may 20 cost of 3000 put all details in including payment details when it then came up sorry these not dates available . So booked same holiday for 1 may instead then found out that the money had been taken twice and I had both holidays booked for same month. Contacted secret escapes by email more or less straight away but they won’t refund even though it was obvious error on their website

Bill 05/01/2020 at 11:53 am

Hi Lucy,. nice article, but totally wrong I'm afraid. According to ABTA (this is a direct quote from the ABTA website)
"I want to cancel my recent booking. Is there a cooling off period?
No, there isn't a cooling off period. This is because the Distance Selling Regulations (DSR) don’t apply with regards to package travel holidays and other holiday bookings"

Maz 20/06/2019 at 1:58 pm

Booked holiday to Dominican republic same resort of death in la romana... I will loose deposit £500 and % of payment paid. I would like to have a nice holiday to remember and not come back in a box.
This info is from ABTA.
Not happy as I saved to pay for this holiday for 18month and now I cannot get my whole money back I paid £3000 is a lot of money.
WHATCH THIS SPACE !

Shazzie 17/05/2019 at 3:58 pm

Booked a four day holiday to Benidorm for June 16th 20/19 flight dates are correct but hotel and transfers are for May 16th I've been emailing and at least five very lengthy phone calls only to be told the same thing over and over again that they would send documents over to me by email so frustrated

Stokie Bob 06/05/2019 at 2:31 pm

We booked a 5 day coach holiday with Shearings some months ago departing May 27th. At the time of booking the price was £295pp and now it's being advertised as £202pp!
I understand they can reduce the price to shift seats but not by this amount surely?
I have sent them an email but there response is non commital.
Is this fair?

Dicky70 08/03/2019 at 1:53 pm

Booked holiday with TUI on their website. We payed an extra £50 for a superior room. There wasn't a photo available for this room, it was stated has having a third bed, own balcony, garden view. We had a small room with only a double bed, the balcony was joined to the room next door with a dividing wall. We had a pool view, but wanted just a garden view. The room itself was in need of refurbishment, not exactly superior. We queried this room with the hotel reception, and was told it was a superior room. Since we have been back we have been in dispute with TUI to have our £50 refunded, which they refuse to do. Does anyone know how we stand on this?

flippinmental 28/01/2019 at 5:17 pm

booked a caravan holiday in uk, and paid a low deposit of 100, instead of 300. ive had to cancel 3 months before the holiday. in the terms it says no refund of deposit, so expected to loose 100 i paid. but now received a letter saying i owe them the other 200. do i have to pay this.

Hev 02/01/2019 at 1:12 pm

Booked a package holiday to Dominican with first choice on line. Took screen shots of information and flight times as another couple were coming too.when I got my confirmation the flight times home had changed. Phoned and after much discussion they confirmed that the flight i had booked home had been chaned, system error and they will investigate. Surely they should honour the original booking?

OnlineShoppingRights Editor 03/08/2018 at 2:25 pm

Always check the terms and conditions of your booking. Barrhead Travel has the following terms:
Period before departure within which notice of cancellation is receive by us in writing % of total booking price*
More than 84 days Loss of Deposit** (Where a low deposit has been paid at the time of cancellation you will be required to pay the remainder
of the full deposit)
84-50 days 30% or deposit if greater
49- 29 days 50%
28 days or less 100%

Depending on your reason for cancelling, your travel insurance might cover this.
The 14 days cooling off period does not apply to holiday bookings.

Ang 01/08/2018 at 3:09 pm

Booked a holiday 12/7/18 to Mexico I paid the enhanced deposit of £250 pp instead of the £50pp deal. This was via Barrhead Travel.

I emailed last week while in Florida to cancel and the girl was on holiday, I sent an email and head office passed this on to their office.

They phoned and left me a message regarding my cancelling and stated I would loose my full £1000. I don't feel this is right as was lets than 14 days later and the full deposit was not due until September. If anything I feel I should only be loosing the mandatory deposit a total of £250.00

posie 10/07/2018 at 11:30 pm

this afternoon I booked a holiday online with thomas cook, zero deposit, monthly payments, on hindsight I remember how painful my knees and hips were on a holiday earlier this year to the same country can I cancel this first thing in the morning and does the 7 day cool off period apply?

Banksie 19/06/2018 at 9:30 pm

Booked a weekend break to Isle of Wight with hoseasons and purchased cancellation protection cover 5 days ago online. We were not made aware that it is the Isle of Wight festival on the weekend we had booked and as such when we tried to book the ferry crossing to get to the Isle of Wight we were surprised that all the crossings were fully booked to get on and off the Isle of Wight thus disabling us from getting to our destination. I contacted the hoseasons this morning to be told that we are not covered and will not receive any monies back plus will have to pay an additional £53 cancellation fee! I payed with my credit card and wish yo know if I'm covered to reclaim the cost via my credit card provider as still within the 7 day cooling off period?

Samwell 17/06/2018 at 4:42 pm

Booked a holiday with sunmaster via jet 2 holidays paid a depost of 311 pound and before the remaining balance had to be paid tried to cancel the holiday and got inform we would still have to pay the balance in full If we cancelled or not and that was due to jet 2 fee not sunmaster so I spoke to jet 2 and they said they would cancel now and they not told sunmaster it needed paying in full to cancel within 2more phone calls sunmaster now claiming we only had to pay 50%of the balance if not they would start legal proceedings

OnlineShoppingRights Editor 15/06/2018 at 11:24 am

If it's in their terms and conditions there's not much you can do about this unfortunately.

les 14/06/2018 at 9:25 am

Booked a holiday cottage with Sykes cottages in june for dec of that year total length of stay was 2 nights. We are in New zealand and their holiday insurance did not cover us. 2 days later we had to cancel this booking and have been charged 30% of the costs. I understand that there was a admin fee of 20 pounds and that is fair enough but it does not seem fair that sykes cottages will easily sell this cottage over the holiday period and still get 160 pounds from us

OnlineShoppingRights Editor 16/04/2018 at 2:20 pm

You can't usually cancel a holiday on the basis that you've changed your mind unfortunately. If you are unhappy with anything while you're away be sure to record all the evidence etc and make a claim for compensation if necessary on your reuturn.

Charz 13/04/2018 at 3:53 pm

We booked a holiday with duplex breaks also born as jt holiday group we booked a holiday that should have been £400 then went up to 600 we had to change date as my mum was taken in to hospital but they have not sent any conformation of the second date flight accomadation and now we have seen all the bad reviews is there any way we could get our money back as I don't want to take my 5 year old and the hole holiday be a disaster as no tickets have been sent or emailed ?

OnlineShoppingRights Editor 09/04/2018 at 2:30 pm

You can complain about the advert (try Trading Standards or ASA) but you knew the price when you booked and accepted the holiday at that price. There is no cooling off period with travel bookings.

Mel 07/04/2018 at 7:42 pm

I booked with teletext and the price shown said 275 for accommodation and flight when i called they said the prices had gone up and the advertised price was no longer available and for 2 it would be 700 i booked reluctantly as the guy was very pushy. But looking again less than 24 hours later they are still advertising at the 275 pp price and another online is selling the exact same deal and they are actualling selling for the 275pp price. I spoke with teletext and they said they dont have a coolig off period and that they sell for a supplier and the price is down to them but refused to gice the suppliers name so where do i stand as i feel very unhappy that i have been ripped off an extra 150 pounds. Surely its illegal to re advertise when they knew yeaterday it was not available at that price.

Matt 03/04/2018 at 9:29 am

Your site is littered with inaccuracies and is incorrect info / advice. For example, you state that the Distance Selling regulations apply to a holiday booking and that consumers are entitled to a 7 working day cooling off period.

This is simply completely not the case - you ought to get your facts correct before you champion yourselves as being an expert in online purchasing!

Sarah 02/04/2018 at 5:30 pm

Hi, I booked a holiday online with first choice 3 days ago but have just found out that we can’t travel on the dates we’ve booked! I’ve contacted first choice to ask if we can move the holiday to a week later and their response has been that we have to pay 50% of the holiday cost as we are travelling within 62-49 days! Is there any way around this as we’re not looking to cancel we just want to move it by a week?

OnlineShoppingRights Editor 14/03/2018 at 1:00 pm

No the cooling off period doesn't apply. Ryanair does offer a 24 hour grace period for minor name changes free of charge...but as it's 5 days ago it might not apply.

OnlineShoppingRights Editor 13/03/2018 at 12:48 pm

You should check the terms and conditions of the holiday booking to find this out. Depending on the reason for the cancellation, your holiday insurance might cover it.

Susie 12/03/2018 at 9:23 am

My son has booked a holiday with Love Holidays but he didn't realise his girlfriend had a double barrelled name. To change the name I think Ryanair wants £110. Is there a cooling off period to cancel? He only booked it 5 days ago

Trudy 10/03/2018 at 5:10 pm

Have had to cancel holiday that's not due until October. Will we be entitled to what we've paid off so far as the first enquiry looks like we're going to lose that money and only getting £280 refunded from £1800 paid already

OnlineShoppingRights Editor 07/02/2018 at 2:35 pm

You must have given your account details at some point. Check the forms etc that you completed at the time of booking to make sure you haven't missed something. Were you not expecting to have to pay anything yet? Sorry it's not at clear from your post.

Paul 06/02/2018 at 6:41 pm

8 weeks ago I booked mine and my partners holiday to the Dominican republic along with 30 of our family and friends. On Saturday I had a phone call from my travel agent informing me they have taken money out of my account towards the minimum deposit payment. I have not authorised or signed anything to allow payment to be taken out of my account. I have contacted my local branch and head office who have both confirmed no monies should have been taken from my account. Where do I now stand with this as all confidence has now been lost with our travel agent. Have they broken the law or our agreement by doing this unauthorised action and admitting responsibility?

OnlineShoppingRights Editor 31/01/2018 at 10:09 am

If you've already committed to buying these extras, there's nothing you can do, simply because you find them cheaper elsewhere (unless the broker offers a price match, or has claimed booking through them is a cheaper way to do this). Always do your research before purchasing, rather than after.

Tom 29/01/2018 at 6:35 pm

Hi,
We have booked a ski holiday through through an online broker, travelling in 2 months time.
We have booked additional extras such as ski hire, but now noticed that we can book the same locally in resort for a fraction of the price.
What recourse do we have in terms of getting our money back and booking the extras elsewhere?
Thanks

Tom

OnlineShoppingRights Editor 16/01/2018 at 10:55 am

You don't really have grounds to retrieve your deposit. You're relying on the owner's kind heartedness really.

joano 13/01/2018 at 12:14 pm

Hi
I put a deposit down last saturday of 150 on a large holiday cottage. The booking was made directly with the cottage owner found on an owners holiday cottage website. A couple of days later I rang to check that at least one of the bedrooms was on the ground floor for disabled parents who cant use stairs. I had previosly assumed this was the case as the website pictures were not clear - silly to overlook this essential requirement I know, but I had rang so many cottages trying to get an available cottage, that i had slightly confused it with a different cottage. I apologised to the owner and explained the situation, he asked for my bank details and i assumed he was going to make some sort of refund. A week later Ive still not received one. I dont mind paying some admin costs incurred but just wondered if there were grounds to try and retrieve part of the deposit or just put it down to experience.

OnlineShoppingRights Editor 09/01/2018 at 3:18 pm

Without seeing the terms and conditions we can't really comment. Did you save a screenshot of the terms (noting the free cancellation clause) when you booked? Many online booking sites change the details from day to day (or say that the hotels can log in and do the same). Usually the hotels are understanding in these cases but clearly you have been unlucky.

Georgia 08/01/2018 at 6:36 pm

Hi, I made a booking via a booking website which clearly stated a free cancellation policy. I booked the hotel thinking that the full payment would be charged on arrival as it said book now pay later, but the next morning I had found that the full £180 had come out of my account. I rang the hotel directly and they assured me to cancel my booking through the website as I would be covered to receive the full amount. During this phone call the manager asked me if I still wanted the booking, just not to pay the full amount today, just pay half which would be £90, I then responded to this by saying I needed to check with the other guests occompioning me and if that was the case I would call back the following day and make a payment over the phone. So I never gave this hotel any bank details over the phone. 4 days has passed and I’ve checked my bank to find the hotel has only refunded me half the price, and kept £90 for themselves. So again, I called and said no this isn’t what I agreed I said I would call back to put down £90 directly once I had spoken to the other people joining me. He then went on to tell me he had done me a favour by saving the room, and wanted to give me a few weeks to re consider, which again I said I 100% did not want this booking and want to know why he has taken it upon himself to keep £90. I did not sign anything to agree this, it’s a simple misunderstanding between myself and him. I’ve rang my bank and the booking website, both have basically told me it’s down to the hotel discretion. Please any advice would be great as I will definitely not be visiting this hotel but very very upset as I’ve lost £90.

Chez 18/12/2017 at 10:20 am

Hello

I'm a Wheelchair user. We booked a holiday online, used the booking sites filter system to find 12 wheelchair accessible apartments. I hose the one that said it was the largest and 'entirely wheelchair accessible throughout' When we got there, I couldn't get in the building for a large step, the flat was tiny and I couldn't get my Wheelchair Into the bedroom or bathroom as the doors were too small. It was late at night so the woman said she'd call her boss and someone would sort it out the next day and they'd sort out a ramp at the door. No-one came. I found the same woman three days later. She thought they'd moved us but no-one had done anything. I lost the middle of the five days to pain because of how much I had to walk in the flat. I said we were going to ask for a refund. I contacted the booking website when we got back. First Lady was apologetic and said they'd get back to me, they did by saying they'd take the misinformation off their site, I said that wasn't good enough if anyone had booked a holiday where they couldn't get into the flat, bathroom or bedroom they'd expect a refund. They've now offered me 25euros as an apology where the apartment cost me nearly 700 euros for six nights.
What are my rights? I have video evidence and a photograph of it saying 'entirely Wheelchair accessible'
Thanks for your help!

OnlineShoppingRights Editor 06/12/2017 at 10:31 am

No unfortunately travel/holidays/events etc are not covered by the regulations. Check the company's terms and conditions, it's likely you will lose your deposit.

CLIA 05/12/2017 at 12:24 pm

I booked a weekend break in a holiday cottage last Thursday (commence date 1st February) and paid a deposit of £490.00. I have tried to cancel today and they say I will lose my deposit. They say all cancellations should be placed within 24 hours and that I do not have a 7 day cooling off period. I have only received the booking confirmation today with today's date on 5th December. I thought distance selling regulations applied to holidays?
How do I stand? I paid via credit card - Should I just cancel my credit card payment?
They say that I will be liable for the full amount should i do this
Please help
Thank you
Lian

aidso 09/11/2017 at 10:57 am

we booked via teletext holidays and were told payment from card had not been authorised and they needed my passport to confirm, I was concerned and contacted my back who said not to. when the booking was eventually sorted they informed us the hotel had increased by a further £200 , I said I wasn't prepared to pay it and they then informed me that I had paid for the flights! thus flights to Cyprus but no hotel, I have tried customer care but am getting no where! who agrees to a holiday without accommodation? any advice would be helpful

OnlineShoppingRights Editor 25/09/2017 at 1:58 pm

You would have to take this up with company - it is usual to check terms and conditions before making any changes but if you struggle with dyslexia and told them this at the time, you may be able to claim a refund of the admin cost.

Carl83 22/09/2017 at 5:10 pm

I booked a villa a few months ago but called to speak to customersl services first as I had a few questions.
The flights we needed were not available so I called and asked if we needed to change the villa date by a day either side would this be ok if thw dates are available. I was advised to book the villa as it is likely to get booked because of high season and when the flights are released to call and see if the dates are available.
I booked the villa.
Yesyerday the flights were released so I called the company again to ask is it still possible to change and was told again yes this is fine, send us a email as we need it in writing.
I sent the email to be shocked that the reply was we have to pay 200 Admin fee as per terms and conditions.
I struggle with slight dyslexia so that's why I called customer services to ask the question and was not told ever that we could make the changes but please be aware of our terms and conditions.
Where do I stand?

Maz 10/09/2017 at 5:25 pm

I've booked (June 2017) 3 weeks in Hurghada for Feb 2018 with Holiday Gems @ Sunrise Holidays adults only. I found out a couple of days later that there are major pool renovations happening for the duration of our stay and the only pool will be closed.I contacted HG who denied this was the case, after several emails, endless telephone calls over A four plus week period they have accepted I'm correct. I have asked to cancel as thee are no other Adult Only Hotels in my price range. They say I will loose money for flights if I cancel... is there anything I can do?

OnlineShoppingRights Editor 21/08/2017 at 12:36 pm

Check the terms and conditions on their website first of all. In general, the cooling off period referred to in UK consumer rights legislation, excludes travel/accommodation bookings.

OnlineShoppingRights Editor 18/08/2017 at 2:16 pm

There have been several investigations into misleading holiday promotions that have been investigated by the Advertising Standards Authority and in general holiday companies are asked to prove that a percentage of the holidays advertised at a specific price are indeed available at the price. Here is some advice on the ASA website

Sali 17/08/2017 at 3:18 pm

This morning my daughter paid £150 to a holiday Lettings company, for a booking for next year. However, she needed to cancel it 4 hours later because not everyone could make the dates. She was told the money had already been transferred to the owner and a refund isn't possible. Please can you advise whether there is a cooling off period? It was all done online. Thank you.

Brynner 16/08/2017 at 10:37 pm

I have purchased a holiday from teletext holidays website that I am looking forward too and the hotel looks amazing and I'm hopeful that it will be a great holiday but I am concerned by what I feel is blatant false advertising and hard selling tactics by teletext in the purchase of this holiday. I have been looking on websites for a few months and saw the holiday I eventually booked many months ago advertised at £487 per person for 10 days all inclusive the price has fluctuated over the months between £475 and £500 and I saved up for it. When I booked it the price online was£497 pp so I was surprised when I was informed that it would actually cost £645 per person which I questioned and was told that there is a difference between the advertised prices and live prices and due to six holidays being booked at that hotel on that day and it only being three weeks away £645 pp was now the lowest price available and there was only a couple of rooms left so I will need to book quickly or lose the holiday. I have been showing my friends and family the holiday I am going on since I booked and I noticed that the advertised price had changed to £495 pp surely this constitutes false advertising as that price is not available I am currently trying to get an answer from teletext customer services but would like to know if this seems lawful to you

OnlineShoppingRights Editor 31/07/2017 at 12:25 pm

This depends on the holiday company's booking terms and conditions.

OnlineShoppingRights Editor 31/07/2017 at 12:24 pm

Please see our response to your original question which we've already answered below. Your only hope is that the holiday company will allow you to change to an alternative holiday for a fee.

alison 31/07/2017 at 11:42 am

My Daughter has booked a holiday, She is going to pay when she gets there, Thing is now she may not beable to go and would have to cancel, the holiday is in 6 days time. Would she have to pay a cancellation fee

OnlineShoppingRights Editor 28/07/2017 at 1:49 pm

No unfortunately this does not apply to holiday bookings/travel arrangements etc

Maryellen 27/07/2017 at 11:10 pm

Hi, my daughter bod a holiday with jet2 yesterday leaving in 6th November however when she got home discovered that her partners holidays are the previous week. They phoned first thing this morning to ask if the could change the date but were told no and they will forfeit their deposit....I have since read that there is a distance selling clause and that also there should be a7 day cooling off period, I'd appreciate any advice NO T

Maryellen 27/07/2017 at 11:08 pm

Hi, my daughter biked a holiday with jet2 yesterday leaving in 6th November however when she got home discovered that her partners holidays are the previous week. They phoned first thing this morning to ask if the could change the date but were told no and they will forfeit their deposit....I have since read that there is a distance selling clause and that also there should be a7 day cooling off period, I'd appreciate any advice NO T

OnlineShoppingRights Editor 25/07/2017 at 12:00 pm

They must give a you a refund if you do not want to pay the extra amount. If the meal price was part of what attracted you to the entire holiday and you feel you were misled, you could ask for a refund of the total amount you have paid.

Jac 18/07/2017 at 2:21 pm

Hi
I booked a trip last night and paid deposit for myself and 3 others. I added meals which were advertised at £25pp. Today the holiday company said it was a mistake on their website and it should be £50pp. They want the additional £25 each. Can they legally charge for this after booking was confirmed?

ellie 07/07/2017 at 11:19 pm

hi Ive booked a holiday through teletext for Corfu. I asked for a suitable location other than Sidari as we have been there before. I was recommended Kavos, unfortunately, I do not think this area would suit as a location for a family . I wish to change the location. Can anyone tell me if this is possible with huge charges occurring.

ellie 07/07/2017 at 11:12 pm

hi I have booked a holiday through teletext online.I asked for somewhere suitable for a family of 4 in Corfu. I was offered Sidari. but having been there before I suggested south of the island. Kavos was recommended to me. However this area I have found is area would not be one to choose for a family holiday. I wish to change my location to somewhere else in Corfu.
can anyone advise me if this is possible without high charges being inccued.

Ellejay 07/07/2017 at 7:04 am

I've just booked a holiday via Thomas Cook for a package holiday in Cyprus in mid August.
I booked online using a credit card.
Would the company cancellation policy still apply as I booked online?
Thanks in advance.

Jayzee 03/07/2017 at 6:14 pm

Hi I booked a teletext holiday , few days before leaving was told the accommodation wasn't available and tried to sort it for 3 days now. They aren't calling me back 3 people haven't plus keep transferring me to no answer. An arrogant supervisor laughed and said I have to take one of two offers or forget it and not entitled to refund of my flights and transfers if I refuse. The hotels are much worse than mine and I even offered to pay more but they don't return my calls to allow me to book or let me when I call them as they always say they need another to do it. I'm travelling in 2 days. So upset. I said I'm calling Abta the supervisor said threaten him all I like they're not with Abta. I found out online afterwards that they are.

OnlineShoppingRights Editor 03/07/2017 at 11:24 am

If the holiday you purchased was not available on the terms you were led to believe at the time of booking you should be offered a full refund, unless you were advised at the time that flights had to be confirmed.

Kellie 30/06/2017 at 10:55 pm

My husband booked a holiday today for 5 people travelling 15th July.
He later got a call to say no flights available for 5 people on 15th, we would need to travel on 16th, reducing our holiday from 10 days to 9 days. As these flights were more expensive they will honour the holiday at original price agreed. I called back to say this was unacceptable as we are now paying same price but losing a whole day of our holiday. I advised we would rather cancel but was told this was not possible! Surely this can't be right?!?!

OnlineShoppingRights Editor 30/06/2017 at 2:40 pm

Unfortunately there is nothing you can do about this, it's just bad luck.

OnlineShoppingRights Editor 30/06/2017 at 1:59 pm

The company is not obliged to refund you - if that's their policy then you have to accept it unfortunately.

Basdger 29/06/2017 at 10:33 pm

I booked a weeks Yoga retreat in Spain with my local Yoga school commencing Oct. However due to circumstances beyond my control I have had to cancel the trip 5 months prior to the Oct date. The Yoga school I booked it with has accepted my cancellation but insist that they keep 33% of the cost as a non refundable deposit and they gave me a long winded explanation of how their business will be at financial risk if they gave a full refund. Also they stated on their original receipt email when I paid for the trip that the away courses are non refundable. Looking at my Consumer rights that statement appears to me as being ilegal as they have stated that they don't give refunds? I am of course pleased to receive the refund but am losing £250. I know my place will be taken up quickly as it is the last one now available out of 20 places. Surely when the place is fully paid for by the replacement person the School should then refund this so called no refundable deposit as they will be £500 better off including the new persons full payment?

OnlineShoppingRights Editor 29/06/2017 at 12:31 pm

Unfortunately since they have offered you a refund, the choice is yours as to whether you are willing to pay more for an alternative hotel.

MC 28/06/2017 at 1:23 pm

My sister booked a holiday online for our parents as a surprise for our Stepdads 70th Birthday.
The holiday provider emailed a confirmation with a link to a 3* star Hotel with the same name in Ischia Italy.
On contacting them & explaining they originally stated we would have to pay a £75.00 cost to change the holiday or would lose the cost of the flights and a cancellation fee. They have since updated the Website. However we have lots of screenshots which shows they made an error. Since contacting them again with all the details and screenshots we have, they have said that they did make a mistake with the pictures and the TripAdvisor link, but the Hotel was correct & they can refund the Hotel element but not the flights and we can book the same Hotel on another site or we can we can look for an alternative in Sorrento that is available & they will additionallly be able to contribute to the new hotel, but can't provide a figure.
As they have admitted they were wrong, do they have to amend the Hotel to a like for like Hotel to what we believed we were booking?

NORTH70 27/06/2017 at 6:48 pm

I have just booked a holiday with Jet 2 Holidays, its travelling in 35 days and I have paid the full amount on my credit card, I have received the confirmation email etc.. I then several hours later get a call from Jet2 Customer Services to say the price was incorrect - and that the price advertised was wrong and they want to cancel the booking or pay the additional £1800.

Can this really do this, sell a holiday, confirm it and then demand you pay the difference or cancel ?? It was a package holiday with them, and looking at their T&C's it looks like once a holiday is confirmed they can only increase the price if they are incurring additional costs, such as airport / embarkation taxes etc.. which would not be £1800 more - really need help as JET 2 are becoming very demanding

OnlineShoppingRights Editor 27/06/2017 at 2:39 pm

You should make a complaint about this to the Advertising Standards Authority and also ABTA if the holiday company is a member. If you have proof of what was promised when you made the original booking, send it with a claim for compensation. Seek legal advice if you are not satifsfied.

sanya52 21/06/2017 at 8:21 pm

hI, i booked a package holidy to dubai [hotel, flight and half board] in March for a holiday in july via travel company destinology
Now suddenly the price for the same holiday has slashed down by 300£ or so last week
I contacted destinology and they claim that the hotel has slashed the prices as a special offer and that they are not abe to match the new price
Could you kindly educate me with regards to the change in price of a holiday?
Many Thanks

OnlineShoppingRights Editor 16/06/2017 at 12:00 pm

No you should not have to pay for this. Their call log should be sufficient evidence...did the call handler actually check on your personal booking to find out what stage your booking was at? If you didn't mention it to them and just enquired about the availability of the holiday of course, that will be another matter.

Cully 13/06/2017 at 8:13 pm

Hi i made an online booking with on the beach this morning . Got an email saying it was pending so called them . 1st guy looked it up and said will call me back in 10 mins. He never did so called again lady answered she looked and this holiday wasnt available. She looked 3 days before my date and 3 days after nothing available. she gave me 3 ither places to look at so i looked at other operaters with same location and booked. Got an email tonight saying ive now paid for the holiday what wasnt available this morning. There looking at call log and will take 2 days to look it up . Yhis wasnt my fault and if they cant find it am i liable to pay for there mistake?

JeniPeni 09/06/2017 at 8:30 pm

If I book a holiday online today with my credit card (with the slight chance I might need to cancel because of employer availability); will I get my money back with the 7 day cooling off period? The holiday is in 16 days time. Thanks for any advice.

Butch 31/05/2017 at 10:41 pm

I booked a holiday in January I paid £200 deposit the date is 4/9/17 I cancelled today am I liable for further payments

Lilydarcy70 29/05/2017 at 6:13 pm

Hi could anyone advise me please,
I booked a holiday in January to lanzarote do a family of four , the holiday was 1900 we paid 1200 off leaving only 700 .... I had not received any confirmation letter or emails ... I emailed them in middle of April to ask for an extension on my last payment I received no reply so called them at beginning of May to be told they had cancelled my holiday and had refunded 400 and they would be keeping my 800 . Do I have any rights to claim this back as I had no written confirmation about holiday ?

Jill 29/05/2017 at 2:06 pm

Hi I booked a family holiday through Sunshine Holidays to Sidari in Feb for 2 adults and 3 children. We were informed on the 13/5/17 that the hotel we have booked will no longer be available, we were offered an alternative in Acharvi and asked to look through there website to see if there was an alternative accommodation we could suggest, unfortlunatly there was only one bed appartments left. We got back on touch to say that we would go anywhere but not Achieve. One week later we were offered an futher hotel in Acharvi this time a down grade to the one we had booked. It is now the 29/5/17 and have been told as soon as they hear anything they will be in touch. Please advise as it is only six weeks till our holiday and we don't know what to do.

Al 23/05/2017 at 2:13 pm

Hi, I've booked a holiday for the beginning of July which I've paid for in full. I received a email two days ago advising me that there will be work carried out for the two weeks that I'm there in the main foyer and main pool. Advising of noise and disruption. I've requested a full refund but they are refusing where do i stand legally

Kirstyk90 20/05/2017 at 9:39 pm

Hiya, iv just found out that my neighbours daughter who has learning difficulties has booked and paid for a holiday in my name.
We were talking about going abroad next year and to be honest we are going to be booking in a few weeks. I have all the details in an envelope by my laptop. Long story short she has gone onto the thomson website and booked a holiday. She has done this tonight is there anyway I can get back the £450.00 deposit. I feel so guilty for leaving my details and bank card about. It's a very expensive holiday she's booked to!!

SH 29/04/2017 at 11:31 pm

Advice appreciated: I booked a villa last August with a company I have used twice before based in Majorca. Paid 30% deposit on credit card. I have been trying to contact them for two weeks with no luck. Phone not connecting. No response to emails. I am starting to think there may be a problem. There is no address on website other than email contact and phone number. There have been no social media posts since 2016. How long do I reasonable leave things with no contact before I make alternative arrangements and attempt to get me deposit back? Many thanks

beil89 19/04/2017 at 6:34 pm

i booked and paid for a holiday through Olympic holidays in October 2016 to go in August 2017 I got a phone call to say that the day we should be travelling which is 16th August has now been cancelled and we can go on the 17th losing a full day they have offered us 27 pound as payment for losing this day however as there are 4 adults going in 2 apartments this doesn't seem a lot we worked out the cost of the lost day at 57 pound each should we be offered full refund for the lost day?

OnlineShoppingRights Editor 12/04/2017 at 11:59 am

Check the full terms and conditions that you were given at the time of booking. If there is no mention of this compulsory charge, then complaint to the holiday company and ask to be refunded/compensated for this amount.

StefanStoddart 10/04/2017 at 4:18 pm

Booked a holiday and took my money but didn't tell me about an additional £250 cost on arrival at resorts

OnlineShoppingRights Editor 30/03/2017 at 11:23 am

The buyer does have a certain responsibility to check out this sort of thing (reviews etc) before making a buying decision. But if you think the description of the holiday does not match your experience you may be able able to claim compensation. You may not be able to cancel in advance. Contact the tour provider and ask them for details.

Kam 29/03/2017 at 1:34 am

Hi
Just need a little advise please
I have booked a holiday through "superescapes" company all went smooth as anything but then I went to see the hotel and reviews on it and it was only bad ones also hotel mean to be closed a year before I simply would like to get a full refund on it the problem is that it was saying "non-refundable" can I still change my mind and get a full refund of them please help as I'm really getting some kind of anxiety just to think about it,please advise

OnlineShoppingRights Editor 02/03/2017 at 12:45 pm

It sounds like poor practice but as your money has been refunded, it's unlikely you will have much recourse. It's worth reporting to Trading Standards and Advertising Standards Authority though as they are giving out misleading information to attract people.

Tinkerbell 28/02/2017 at 9:42 pm

I booked a holiday with teletext holidays at the start of the month the guy that took the booking gave me the price I was very shocked at the price as it seemed so cheap and he said yes that's the total price for four people two cases transfers and each couple staying different different lengths of stay , he sent me a email to see if I was happy that all was ok and he had confirmed , so I went ahead gave £500 deposit and a few days later I get an email saying they will refund my accomadition money as according to them there was an operational problem . Can they do this or do they have to find me alternative acc I wouldn't mind but the week before I had rang for a quote for three people and when I got in touch to book they said there had been a mistake and they had quoted me for one person instead of 3 . Please help

Nudgey 02/02/2017 at 12:19 pm

Hi,
I booked a cruise and wanted to make sure everything was included - gratuities and parking. I contacted a few travel agents to get the best quote, and another company said they would beat it. I paid the deposit and they sent me an email listing out everything that was included, including grats and parking. I emailed them the other day to find out how to book the parking and they emailed back saying it is not included. I said that I have got it listed in an email, they said on the website when i booked it said it wasn't included for certain cabins, however i didn't book it through the website, it was a personal quote from an employee at the company who wanted to beat the other quote so gave us free parking! What are my rights? Do they have to honour the parking? If not, can I cancel and book with someone else without losing the deposit?
Thanks

Blossom 23/01/2017 at 1:46 pm

I booked a villa on the TUI villa website which is based in Germany. I gave my credit card details for the deposit to be taken. I decided to cancel the villa couple of days later, no deposit was taken on my card. The company have contacted me telling me I still need to pay the deposit but they want me to resend my card details and said I sent the incorrect details when booking the villa. Do I still have to pay?

Si 12/01/2017 at 3:23 pm

Hi
I have booked a trip away for 5 nights with holiday genie. I paid £200 deposit on Tuesday 10 Jan 2017. I can't do 5 nights and asked for 3 or 4 nights. Can I cancel and will I lose £200 deposit .
Thanks
Siona

Dyffryn 02/01/2017 at 11:39 pm

I booked a holiday directly with the apartment owner for this year for an island I visited last year. I paid a deposit of £175 via bacs as requested but ill health has forced me to cancel. My booking was done via email, I received no terms and conditions or booking form and the owner did not state in the email that the deposit was non refundable until I requested a refund. Am I entitled to a full refund?

RobE 21/11/2016 at 2:05 am

“Why no leniency towards medical emergency cancellation?”

I wanted to travel to St Vincent, though just coming from Trinidad. I made plans and booked since May to travel to Buccament Bay Resort within the period 29 August - 2 September with my family. An unfortunate event happened in which I had to undergo surgery correct, and as a result I was deemed incapable of flying. I contacted the resort's parent company in the UK (Harlequin Hotels and Resorts) with whom I made the booking, firstly on the hospital bed (Aug 9)and on occasions after (Aug 22-24), providing the necessary documents.

I was told I couldn't cancel, and when asked if I would have been able to defer the dates I was told yes, as a goodwill gesture after which I proceeded to cancel with LIAT. However I didn't realized that I had 7 days to provide the new dates, but I was recuperating at that point and when I did asked about some specific dates 12 days after(Sep 6), I was told that my travel has been forfeited due to a 'no show'. I couldn't have shown, couldn't I?

Well just the thought of losing my money had me enraged. I called them, and they continue to maintain I didn't show. After contacting customer relations, we were told that we didn't show so there is nothing they can do (again, how could I have?), proceed to claim with my travel insurance. I informed them I don't have travel insurance and neither was I asked at the point of booking,, so they pondered and came back with an offer in which they would forfeit 1 night of my travel for not showing (I couldn't have), and a charge of a supplemental fee of US$50 per night for the remaining nights (reason unknown).

Finding this unfair I try to contact the manager in Buccament in St Vincent, but I never got her. I eventually got a hold of the reservation coordinator who showed concern when I spoke, so I emailed her with evidence of what's going on. I guess she contacted the parent company who then sent me an email advising that I am not to contact the resort directly ever again, and if I can't pay the supplemental charge of USD 150 (which covers 3 night, and for which I'm being penalised twice, as they have already forfeited a night) by Sep 27, my travel would be permanently cancelled.

I never wanted to lose my hard earned money, but Harlequin's communication style has made me uncomfortable and fearful of prejudice. I'm hurting right now,as I just lost TT $10,000 while still trying to cover my hospital bills because I couldn't meet the deadline.

I even tried to reason for cheaper accommodation, but I was told I have to pay the additional supplemental charge on top of the forfeiture.

Help 14/10/2016 at 9:31 pm

I booked a holiday with travel republic for next month but when i got the details back they were the wrong days i asked for i contacted them to change dates but they said i would have to contact ryanair first to change flight dates there office was closed im now worried i will have to pay additional fees would this happen..feeling frustrated

Fi 14/10/2016 at 2:08 pm

I booked a holiday with love holidays on Monday. Everything was fine on their confirmation which directs me to pay. At the end of the payments was told a detailed receipt would come via e mail. It did. All totally wrong. I booked for a party of four only two had a flight seat. The cost of the hotel for four adults was in the region of 537.00 and I have been charged 837. I have since gone back in their site and the cost is still in the region of 537.00. I have been contacting them since Monday with this and all I get is its with our it support staff. Where do I stand ????? Frustrated

Fred 21/09/2016 at 3:26 pm

I booked a cruise and stay holiday with Thomson on Monday for August 2017. Yesterday i was advised by my daughter that she could possibly have re-sit examination during the period for which the holiday was booked. I contacted Thomson today (Wednesday) to change the booking and was charged £150 to ammend the booking to an earlier date. Is this correct, is there any way i can recoup the £150.00 paid.

Shomo 14/09/2016 at 4:31 pm

I booked a holiday with Thomson holidays last Thursday, on the Monday I noticed that i booked myself into the wrong hotel and tried to move but Thomson do not deal with the hotel I want to move to. I have paid £100 deposit to secure my booking and have planned to pay a further £300 in November. They tell me that I have to pay £400 to cancel my entire booking. Is this right and what happens if I refuse to pay? I accept that they can keep the £100 deposit, can they take £300 from me with out my authorisation ?

Smiffy76 27/08/2016 at 9:54 pm

I have had a disagreement with onthebeach today. I provisionally booked my holiday for October andi know that the prices can go up and down but I received a call today saying we had to pay an extra £39 per person as the return flight to gatwick didn't exist and neither do the company selling the flight, yet it was on their website when we booked! I had no alternative to pay it which bumped up the price again. I don't see why I should pay as its their mistake, so I am going to take it up with their customer complaints dept, can I do anything else?? So cheeky??

Sick to the core. 26/08/2016 at 3:56 am

Travel bag took £5300.00 the other day for our flight portion of a special package holiday where we chose to flly on the Emirates A380. Emirates changed their schedule prior to travel bag taking our payment and we were not informed that the holiday would no longer include travel on the said plane and we are booked on a 777 instead. The holiday is not until next May, but they will not adjust our tickets to the new time on the chosen plane. Surely they have taken money under false pretences. Where do we stand.? If we were to book this holiday today we would get what what we originally thought we were buying. Should we see a solicitor.

Trewalm 15/08/2016 at 8:12 pm

My friends and I have booked a holiday to Rhodes with Thomson. Flying out on the Saturday night and arriving at the hotel 6am Sunday morning. Then flying back to the uk the following Sunday. We have since found out that the '7 nights' sold to us actually start on the Saturday when we haven't actually arrived in the country yet and that we would be expected to check out of the hotel the following Saturday by 12 noon. This leaves us with a 16 hour wait until our transfers take us to the airport where our flight departs 6am on Sunday. This wasn't indicated anywhere in the booking process and isn't written anywhere in the small print/ on the website. Naturally we believed the 7 nights to run Sunday to Sunday - as when we arrive it is already daytime but it feels like we've been conned and are only getting 6 nights instead of the 7 we paid for. Any advice? We've already raised the complaint with Thomson. Unfortunately we can't cancel as we booked last minute.

Mand 15/08/2016 at 7:49 pm

My friend has booked a holiday on Thomson website - she got a fantastic deal. They hv now contacted her to say they are cancelling the holiday as the price she booked was an error. Is this legal to do? I was under the impression that they had to honour the price advertised.

OnlineShoppingRights Editor 15/08/2016 at 11:49 am

You should check the holiday company's terms and conditions. The "cooling off period" for online purchases/services, does not apply to holiday bookings. If you feel you have been deliberately misled you might be able to get some compensation, but to be fair, a link to a trip advisor page would probably not be considered misleading as most purchasers are responsible for doing this kind of research themselves before making a booking.

Missedzumbaclass 12/08/2016 at 12:41 pm

I've booked a holiday for 3 with love holidays using their tripadvisor link which showed 5 star reviews of the place so I felt sure it would be fine. I had another look at tripadvisor straight after booking and find a different thread about the SAME place which says it's just awful! This accommodation appears to be privately owned apts and the good reviews were for private lettings not commercial apts. I was obviously very upset and cross about this, feeling love holidays had been very misleading and decided to cancel there and then. This is within about half an hour of booking. When I try though, I can't cancel!!! I have to pay for flights in full and £75 cancellation! How can this be! I've only paid a deposit of about £180 so far which I've since decided I can just about afford to lose so I can rebook with someone less deceitful for peace of mind. But can they make me pay any more than my deposit?

OnlineShoppingRights Editor 02/08/2016 at 2:12 pm

Double check all the information that was given at the time of booking including information about transfers etc. If the information and details of the cost were not provided, then you may be able to use the Misrepresentation Act to claim back the cost.

ash 02/08/2016 at 11:14 am

i booked a holiday a week ago with on the beach once i clicked confirm they then decided to tell me i would have to pay £150 for private taxi as no busses . i then realised this hotel was to uphill for my mum so tried to change hotels the same day they took ages responding to my query different person every time then wanting a extra £300 for changing ive refused i tried cancelling but they want a extra 400 and my £228 deposit . Help this cant be right

Karen 30/07/2016 at 11:07 pm

I booked my holiday with travel soon hotel flights and transfers. I was booking a different holiday initially and the booking agent said she had found a better hotel and cheaper I said as long as it has a pool and near the beach that is all I want. she confirmed it has a roof top pool with lovely views and the beach is 5 minutes away so I booked. when I got there I asked how do I get up to the pool and was told it has been closed for 3 seasons it is unsafe on the roof so there wasn't even anywhere to sunbathe. We spent the next 2 days looking for pools that we could go to. am I entitled to any kind of compensation?

Sarahjaine 22/07/2016 at 2:33 pm

No I didn't ask if it was smoking/non smoking. The same as I didn't ask if the rooms have air con as this information was already listed in the hotel room information.

OnlineShoppingRights Editor 19/07/2016 at 10:50 am

Did you specifically ask if the hotel was smoking/no smoking at the time of booking?

Sarahjaine 16/07/2016 at 4:55 pm

We have booked a holiday with thomas cook for next august. (booking was made in april this year) I have since found out the holtel we have booked became a no smoking hotel in February this year, so 2 menths before we booked but there is no mention of no smoking on Thomas cooks website. If i had known this i would have booked a different hotel. Now they want £250 admin fee for us to change the hotel. Is this right, as i believe I wasn't given the full details of the hotel.

OnlineShoppingRights Editor 12/07/2016 at 12:43 pm

If that's how long it takes them to refund, then there's not a great deal they can do to speed it up...many companies would have the same problem.

Brian 10/07/2016 at 8:49 am

I booked flights and accommodation through Alpharooms. After 3 days I noticed that they had taken the money for the accommodation but not the money for the flights, concerned I gave them a call. They informed me that they were no longer able to provide me with the flights at the price of my booking as the airlines prices had increased before Alpharooms had time to book them. I advised Alpharooms to cancel the booking in full, but instead they processed the transaction in error and are unable to return my money for at least 5 days. Now I don't have the funds available to book an alternative holiday and I'm left sitting watching prices rise and last minute deals disappear :( Surely Alpharooms should take responsibility for the clerical error that they have admitted to and at least make up for any increase in price while my money is not available to me, as a gesture of goodwill?

beecee 07/07/2016 at 9:43 am

Hi, i booked a holiday online yesterday with Virgin holidays. I paid £1224.20 for 2 people for 9 nights to Dubai. I have the invoice, booking confirmation and flight references. The holiday company are now saying to keep the booking i must pay a further £3000 as it was advertised wrong. I want to keep the booking at the original price. Please help!

OnlineShoppingRights Editor 04/07/2016 at 11:04 am

We don't have the full details here, so cannot understand why Sunmaster is saying it's your fault. Make a formal claim for any costs that you incurred and to compensate for any accommodation that was not as described when you purchased it. With regards to the holiday you're due to take in August, try ringing the hotel, to make sure your booking has actually been made. Try contacting ATOL if you're unsure.

Sujhooti 02/07/2016 at 5:06 pm

Hi just booked a holiday with an travel agent via telephone and they sold me a holiday with Olympic Holidays and overcharged me £50 as on the Olympic holiday website the sane holiday was a lot cheaper. They said I did not have a cooling off period and neither could they match the web price. How true is this?

Lainy 01/07/2016 at 10:31 am

I went on holiday with my 15 yr old daughter to gran Canaria on 21St may when we arrived our hotel had not been booked or paid for.the manager let us stay that night at a cost of €25 we were in a hotel that made us feel so unwelcome we left nxt day as hotel was fully booked had to pay for another hotel which left us with not a lot of money left we were to get another hotel on the Monday which we never got we were told to stay where we were keep receipts which I did n get refund when back home now submaster is now saying it's my fault basically and I'm not even to get my money back for hotel I paid for.pls help what can I do I have another holiday booked with submaster fir August and they have refused a full refund on it intact I will loose the £315 I have already paid I'm scared I go again to no hotel is there anything I can do

OnlineShoppingRights Editor 06/06/2016 at 11:39 am

You would probably be successful in claiming damages. Make sure you keep copies of the all the emails and booking confirmations etc.

Matt 03/06/2016 at 6:18 pm

Hello I've booked a weeks hotel for July with sun master , I've had all the accomidation vouchers which are from a company called triton rooms (also says med hotels on it). This hotel was very cheap on the website (approx £1500 cheaper) I've checked with them loads of times and they are saying everything is booked and not to worry. After reading some reviews this company can come and say the hotel is overbooked and cancel just before your due to arrive. Where would I Stand if this was the case as flights have been booked

OnlineShoppingRights Editor 02/06/2016 at 10:38 am

If you haven't paid anything and the booking was never finalised, it's unlikely that the company can take any action. Holiday Gems offer various ways to contact them including phone numbers, postal address and email, so try phoning or writing if your email has had no repsonse. Note that the 14 day cancellation rights do not apply to hotel bookings, flights etc, so you may have been given incorrect advice on that.

Ari 01/06/2016 at 10:00 am

I reserved a holiday through Holiday Gems last Friday May 27th 2016. I had an email to state that a representitive would call me to finalise the booking and take the deposit payment. I never received a call. Within that time my friend whom i was travelling with was unable to go due to personal circumstances. I then emailed Holiday Gems to cancel the request. I was advised that a fee of £75.00 was to be charged. I was fuming as the holiday was never finalised and ne deposit was taken so how a fee was added is beyond me. I have spoken with the trade consumer act who advised that any consumer has 14 days to cancel free of charge. I have emailed Holiday Gems 3 times and still no response.

Yuli 31/05/2016 at 7:36 am

Hi, me and my family booked a holiday and to Lanzarote in July and paid it in full, over a month later we had a message to say they have double booked our room and they had to reject our booking and we could either transfer elsewhere or have a refund so we transferred elsewhere, I have been back on their website and the hotel which we originally chosen is back up there for the same date and time flight details we were going but for more money, so we are not very happy how do I go about this

OnlineShoppingRights Editor 25/05/2016 at 12:18 pm

As it was a pricing mistake, the holiday company cannot insist that you pay the higher price, but nor is obligated to sell it to you at the mistaken price. You should get a refund of your deposit as the mistake was not yours.

Juicy 24/05/2016 at 8:05 pm

Hello, I booked a caravan holiday ( a couple a days ago)online at a park resorts holiday camp,in the uk. it was for a week in August 2016,at a very good price & I payed a deposit. I recieved an Email today saying I could not Have the holiday at this price (due to a price error on their site,) I have been told I can have the holiday paying the full price with a complimentary 10% discount. Or Have a full refund. they said they will contact me in the next couple a days.
Is this the case or can I push for the holiday at original cost. Thankyou for any advice that you give me. in advance. : )

KD 18/05/2016 at 9:05 pm

Hi, we booked a holiday to Madeira 6 days ago with Thomson travelling in 74 days time and paid in full. It was reported today by WHO that Madeira is at high risk of the zika virus. We are currently planning for pregnancy so would like to cancel or change our holiday to a different destination. Is there a cooling off period as it is just under 7 days since booking? Or will we incur some charges? Where do we stand on this issue?

OnlineShoppingRights Editor 16/05/2016 at 2:01 pm

Unfortunately, if those are the terms and conditions (check your booking for details of these) then you will have to pay. Most companies will charge a fee for their time in circumstances like this. Even though, the new holiday is cheaper, the company does still have the sell the original holiday that you booked, to someone else.

Stoney 13/05/2016 at 1:03 pm

Hi, I booked a holiday at pinewoods holiday park on the Norfolk coast on the 24th of April and paid £296, I received a receipt for this on the 25th. The holiday was booked for the 23rd of May. On the 27th of April I emailed to change the date to the 16th of May. I had to change the date due to my partner having a test that week, coincidentally it was £60 cheaper on the new date, but I asked for no refund of the difference. A week or two later I had a phone call asking for £35 admin charge for changing the date. I argued on the phone that we should call it evens or if anything they owe me £25. I'm not sure that I should even pay an admin charge with changing the date so promptly. Help

OnlineShoppingRights Editor 12/05/2016 at 11:45 am

Check the terms and conditions of the holiday company. Usually if nothing has been paid a contract does not exist - so you should not be liable for any payment. The company has also made it difficult for you to pay, check reviews/references for the company to make sure it's bona fide.

Loo 10/05/2016 at 8:15 pm

I booked a hotel through VeryChic on Saturday 7th May. It took me 3 attempts to make the booking incurring £19.95 each time. The following day I read reviews about the hotel which did not read like the description, so I asked VeryChic to cancel the reservation on Sunday 8th November (less than 24hrs later). Up to now they have cancelled 2 of 3 and kept my deposit which they have informed me that it is non-refundable. What are my rights?

Maj 09/05/2016 at 4:26 pm

Hi, I made a reservation for a holiday but have not paid for it yet. I was supposed to receive an email with details of how to pay but did not. I also tried signing into my online account with the company to see if I could do it that way but the sign in failed. It has been over 2 weeks since I first made the reservation and I have emailed the company to cancel the holiday as I did not receive and information from them. They have replied saying that I will need to pay 60% of the holiday as cancellation costs before the weekend, and it will go up to 90% after the weekend. Do I have to pay this if I haven't received any confirmation of the reservation being processed?

OnlineShoppingRights Editor 29/04/2016 at 2:08 pm

We don't have enough information about your booking to comment on this.Check the terms and conditions of your booking... you should have been sent these.

smiley 28/04/2016 at 2:29 pm

Hi.my husband and I have received confirmation from our tour operator recently for our package holiday to Anaytala. We were due to fly out from Standstead airport on Friday 20th May but received email from our tour operator to advise us we are now flying out on the Tuesday 17 th May which is 3 days before our chosen date of travel.so instead of returning home on a Saturday ,we now return on a late flight on the Wednesday which means we have to take an extra day off work.what compensation are we owed and what do we do next.

Naz 28/04/2016 at 10:50 am

I booked a holiday for August red Sea holidays however it's a package holiday provides specific discounts on early booking and brochure prices however when I received my confirmation I asked for information in regards to breakdown of the holiday package. As I was going with my husband and my two young children therefore I was aware if the air passenger duty (APD). I was told that package holidays do not provide a breakdown of the holiday amount as it is a package and the APD was not included. I want to know if this is true and if I would be entitled to receive APD refund and how I would go about doing this.However I am not convinced as it is clearly stated on the website that all prices include APD.

freddie Laker 11/04/2016 at 10:24 am

Quoting

Our Response:
In general the consumer rights act does not apply to travel bookings. Check holiday company's terms and conditions to see what their policy is.
______

Sadly, it seems the above is true - especially so if booking accommodation and flights separately. So much so, you probably have no rights at all. The main write up should say that, not say the distance selling regs apply even if they don't. The regs don't apply to anything when a start and end date is relevant - from hiring a luxury yacht all the way down to a bus ticket, a hotel room or hire car.

OnlineShoppingRights Editor 06/04/2016 at 11:53 am

In general the consumer rights act does not apply to travel bookings. Check holiday company's terms and conditions to see what their policy is.

elinei 05/04/2016 at 1:41 pm

Hello. I booked tickets to Cuba from TravelUp agents. Next day after my purchase I saw news that Zika virus has been reported in Cuba and as I am having fertility treatments virus is a big threat to me so I decided to cancel my tickets. The agents refuse to refund my money. Theirterms and conditions say that if I book individual components from them they will make a booking as an agent for the relevant suppliers own terms and conditions. the supplier is AirCanada and their policy allows free cancellation within 24 hours. What shall I do about it? thanks

Jsh 03/04/2016 at 6:26 pm

I have booked a fly cruise yesterday for June 2016 and now need to cancel because of major domestic problems. Do I have a cooling off period?

OnlineShoppingRights Editor 30/03/2016 at 11:33 am

No it's unlikely you will get a refund at this stage. Check the terms and conditions of the your booking. Your holiday insurance should cover this.

OnlineShoppingRights Editor 29/03/2016 at 12:38 pm

Unless you actually booked a package and paid for it, then you do not yet have a contract and they cannot take any payment without your authority.

Daz 28/03/2016 at 10:10 am

Booked cruise 26/3 /16 cruise sails on 1/4/16 for seven days paid in full my has been unwell for some time she had a relapse so is unable to travel can I get a refund

Tee 26/03/2016 at 10:19 pm

Hi

I went on to Sunmaster, picked a package and submitted my payment details. I was sent an email that someone would call me in 48 hours but no one has as of yet. Since then, I have read very very negative views about sunmaster and would not like to go ahead. They now have the payment details i have submitted. I wanted to know whether they can take money even though I haven't confirmed or booked anything?

So stressful!

Ady 10/03/2016 at 12:54 pm

Booked a holiday with the Internet traveller it was a 9 day holiday 3 days in New York 3 days in Boston & 3 days in Chicago, I paid £800 deposit & the balance is due 14 weeks before we travel in August, since booking holiday my partner & myself broke up & she no longer wants to go, so £400 deposit has been cancelled & not refunded, if I can find someone else to go with it will now be another £1800 for that person to go with me, as they say they can't change the name over to someone else, so it's a new traveller, if I cancel I lose my £400 deposit & I am cancelling as I can't find someone else, think I have been conned, being as thou I am cancelling months before I travel,
Any advice
Cheers
Ady

sarah 09/03/2016 at 6:29 pm

I booked a holiday through online agent travelbag on monday (2 days ago). (Though i paid on the phone through an agent). I am 6 months pregnant and i was excited because Bali was one of the only nice destinations that didnt have the zika virus ongoing. I have since learned that actually, the zika virus has been there for many years and in a recent year, there was an incident of it. I dont want to put my unborn child at risk. The holiday company has a cancellation policy that if you cancel within 21 days of the purchase, you have to pay 100%. The travel insurance says if the FCO states you shouldnt go to that country, then it will pay out. However, Bali is not on the explicit list of countries - it is more at imminent risk of an active zika virus outbreak spreading to it. I was not aware of this. But as it is not on the FCO list, i dont think the insurance will pay out. Would it be possible instead to retrieve the money from my credit card company, who i used to pay for the holiday? please help!

OnlineShoppingRights Editor 29/02/2016 at 2:30 pm

No, you are not automatically entitled to a refund under consumer legislation and you will almost certainly lose your deposit. Check P&O terms and conditions to see what other charges you might incur etc. Here is some information we found about charging levels for cancellations on P&O bookings:

From the date of booking until 91 days before departure - Deposit
90 to 57 days - 50%
56 to 42 days - 60%
41 to 16 days - 75%
15 to 6 days - 90%
Less than 6 days before departure or failure to embark- 100%

Save:
From the date of booking until departure, including failure to embark - 100%

Charlie 26/02/2016 at 8:54 pm

Booked PO Cruise two days ago and paid £700 deposit
Due to financial problems we have got to cancel
Am I entitled to a full refund from PO Cruises
Please help me

OnlineShoppingRights Editor 16/02/2016 at 2:33 pm

Now that you have actually paid in full, a contract is in place. You should seek legal help.

Tallpaul 14/02/2016 at 8:43 pm

Hello, I booked a bargain holiday online and payed for the full amount. I got confirmation email saying paid in full. The next day the company called saying it was an error and was a unrealistic price and wanted to refund me. I said I need to seek legal advice before I can do anything.
I think it is a bargain price not unrealistic price.
But I want the holiday I payed for. Can I report to trading standards?
Please help as the children are looking forwards to holiday.
Thank you

TSB 11/02/2016 at 1:30 pm

A friend and I booked a holiday last night on Thomson website and paid in full. This morning I've been advised I need to be in the country for work, on the day we're supposed to be going away. We call Thomson this morning and they have said to go earlier would only cost £50 per person admin fee, but to go later we will need to pay 70% of the holiday cost and then also pay for the new holiday! To be fair, that is in their booking terms, but does the Distance Selling directive no over-ride that?

OnlineShoppingRights Editor 10/02/2016 at 11:33 am

A higher price should only apply where flights prices change etc. If you had already agreed to a price and paid a deposit, this should be honoured.

PW 09/02/2016 at 1:37 am

My wife went online to book a holiday with a major operator which we have used many times before. She went through the whole booking process and wrote down all the figures as she went along. The last stage was to pay a deposit (£700). She entered all her details and made the payment, receiving an instant text from her bank advising that the transaction had been applied to her account. The booking website however returned an error message that gave a reference number and a phone number to call because there had been a technical problem with the transaction.
We phoned the number but there was only a recorded message saying the office was closed and open again the next day.
I called again in the morning but not before checking the details online and finding that the price of the holiday had now gone up overnight by over £700.
I dpoke to an operator who went away and talked to a manager and come back to tell me that they would honour the price we thought we had booked at because they had taken a deposit. She only needed to take my details and all the figures so she could go away and resurrect the booking which would take some time. She would call me back later when she had done it.
She called again in the afternoon and advised me then that another manager had told her to tell me that they wouldn't match the original price after all but would let me book at the new price. Thanks a lot but no thanks.
After much tooing and froing they offered me a price midway between the two but still obviously more than £300 more than the price we had 'booked' at.
My question is, since they took the deposit (and still have it) is there actually a contract to provide the holiday at the price set when the deposit was taken? Can they legally actually wriggle out of giving us that price and force us to pay the higher price?

OnlineShoppingRights Editor 26/01/2016 at 12:29 pm

No, unfortunately the cooling off period does not apply to flights. Check the company's terms and conditions to see whether they offer a 24 hours cool off period as some do.

JT 25/01/2016 at 3:19 pm

I've just booked flights from India to Sri Lanka with Air India through tripsta online. When checking the costs through skyscanner it was around £104 but when I had filled in all my info it was £207. I only noticed as I confirmed payment. Can I use my 14 day cooling off period & rebook at cheaper rate (if I can find it)?

Jess 21/01/2016 at 6:26 pm

We booked flights and accommodation with travelup to Florida and have now paid in full. We have since looked on the website for the accommodation and found that there will be up to $200 dollars of additional fees for our stay (not including deposit).

We were not informed at the point of sale that we would be liable for any additional fees at point of sale or subsequently and when we questioned this we were forwarded a version of our invoice which had a disclaimer on re resort fees but this was not the same copy as the one we received which we forwarded to them as proof.

The company have been bought out and they have no email trail from the previous employer who we dealt with who has now left the company and so cannot prove that their copy of the invoice with the disclaimer on was sent to us.

Customer service is awful and they are refusing to cover the additional fees. What are our rights?

OnlineShoppingRights Editor 20/01/2016 at 2:41 pm

Depending on the level of the price increase, you may have thel right to a refund or book a different holiday. Unfortunately there is no specific definition for what a "major increase" is - the Association of British Travel Agents suggests 10% or more is a ‘major increase’.

OnlineShoppingRights Editor 20/01/2016 at 12:43 pm

You should check the terms and conditions of the holiday. If transfers were included as part of a package it's unlikely you will be refunded anything. Alternatively, the company might agree to refund the cost of the transfers but take an admin fee from before refunding.

Suse 20/01/2016 at 10:18 am

Hi
I've just booked a holiday and paid a deposit and now had a call to say holiday price has gone up? Am I entitled to a refund if I can get it cheaper? Thanks

Zee 19/01/2016 at 5:14 pm

Hello I booked a holiday 4 days ago via on the beach holidays as a package holiday, I've paid my first deposit, however I no longer require the transfers, am I entitled to cancel the transfers with a rufund?

cliff pilmoor 16/01/2016 at 2:27 pm

Just made a holiday booking gave bank details for deposit then 20 min later was told that the main tour opperater was charging more so that it was going to cost me a extra 400 .so i told them not to bother.surely the first company should honour my first qoute

L 11/01/2016 at 4:58 pm

I booked a cruise 2 days ago on Costa Cruise website and have paid a deposit. If I cancel this
now am I entitled to a full refund or am I obliged to pay cancellation of £100 per person as
stated in Costa terms and conditions?

Nicki 09/01/2016 at 11:03 am

We have booked to go to hurghada in two weeks time and last night there was a terrorist attack. I have contacted Thompson this morning to see if we could change or cancel our booking and been advised that we would loose all our money! Is there anything we can do?

Pickers 04/01/2016 at 8:30 pm

I purchased an all inclusive holiday in May 2015 to palma nova spain. The Thursday before we were due to fly my husband sustained an injury in. Work. Resulting in him suffering two fractured ribs and ccollapsed lung. I had full holiday insurance via intana. I contacted the company along with informing the holiday company. I received all the relivent cancellation documentation along with medical certificates etc from GPS and the hospital. 8 months on I still have not received my money/refund. I have contacted Intana on various occasions but have no reply. I am concerned as its a genuine claim a and a substantial amount of money was paid out for the holiday. You purchase holiday insurance in order to be fully covered for any mishaps. The insurance companies are quick enough to take your money but are very reluctant in refunding you if you make a claim.

OnlineShoppingRights Editor 04/01/2016 at 2:42 pm

There is not usually a cooling off period with holiday bookings but if you feel you have been misled in any way by the advertising or description of the holiday, the company should negotiate a change for you.

JT 04/01/2016 at 10:09 am

I have booked a holiday 4 working days ago online(first choice). I would like to change it following further information on hotel.

Does the 7 day cooling off period apply so that I don't have to pay £50 pp holiday charges

Lee 28/12/2015 at 6:37 am

We've booked a holiday to Sharm el Sheikh for end of march 2016 in october with Sunmaster, to go with another family,who's booked with Thomas Cook. They've been notified that the flight doesn't go any more and got a refund and we can't get anywhere with Sunmaster as they say that the flight hasn't been cancelled but suspended.After visiting online and also Thomas Cook in person,we've been told that flight is no longer in the system.We can't get any results with Sunmaster either with refund or booking amendment to another destination we've offered and when we try to log in with our booking reference to complain,our booking reference comes up as invalid,but it works when we try to log in to pay the balance.They've taken £1800 deposit and we are afraid that they are stalling till deadline of 1st of january to wait for rest of the money and if we don't pay they'll just take all the deposit... Please help!!

OnlineShoppingRights Editor 07/12/2015 at 12:21 pm

No, unfortunately, you have to pay the price in place at the time of purchase.

LeeT 05/12/2015 at 11:40 am

Hello.

I've booked a holiday and the price has now gone down after about 5 or so months.

Am I entitled to the difference?

Thanks,

Lee

OnlineShoppingRights Editor 13/11/2015 at 12:28 pm

Their terms and conditions do seem to reserve the right to refunds where changes are made.

jbr9135787 11/11/2015 at 10:57 pm

I booked a holiday with Sunshine and noticed the hotel we booked wasn't very nice so we emailed the company to change hotels. They changed the hotel for us and was told the hotel we changed to is £300.00 cheaper. We asked for the monies to be refunded back into my account. The agent told me they don't give refunds!!! I have read their terms and conditions but cant seem to make head nor tail of it. Could someone have a read of them or advice accordingly please?

K4thy72 27/10/2015 at 9:51 am

Hi - booked a Christmas market through Travelot and have just learned return flights are at some ridiculous hour on the Sunday morning (5.30). What's the point in going away for the weekend in that case (Friday morning to Sunday morning). Fine print indicated "40 hrs in resort" but no indication of ridiculous return flight times. Can I legally cancel and be entitled to a full refund?

Ally 26/10/2015 at 1:26 pm

Hi. I booked flights only through the phone with a company called Travelpedia. They have given me a TTA number but refused to give me any ABTA or AOL numbers. I have evoked my 7 day cooling off period and cancelled my flight. I have written to them recorded delivery. They have emailed to acknowledge my letter, but they are trying to keep £540 of my money. Can they do this? Thank you for any advice you can give.

Rach 21/10/2015 at 4:54 pm

Are you able to response to my query below? I could really do with some advice....
Many thanks
Rachel

Rach 19/10/2015 at 3:41 pm

I booked a holiday through Thomson and shortly after paying I read a few reviews which described the hotel beach as being unsafe and that you cannot swim in the sea directly in front of the hotel. As we are travelling with children this understandably put me off! I contacted Thomson a couple of days after booking the holiday for confirmation of the situation and they took a month to confirm that the beach is partially covered with rocks and not always suitable for swimming, especially with small children. They further said a taxi ride would be necessary to enjoy the sea with children.

My issue is that this information was not disclosed in the hotel's advert online. They have since refused to refund me, despite me raising my query (and asking for a refund) only a few days after booking (isn't there a cooling-off period?). I feel like I have been miss-sold. Do I have any rights?

OnlineShoppingRights Editor 07/10/2015 at 11:22 am

The 14 day cooling off period does not apply to travel/holiday bookings unfortunately. Your travel insurance is probably your best recourse.

Lee 06/10/2015 at 4:31 pm

I've booked a holiday for March 2016 through Travelzoo 6 days ago and through personal circumstances I need to cancel it. I've paid the full balance, which is just short of £3,000 Can you inform me of any cooling off periods or the cancellation policy as I cannot travel.

ANGELA 03/10/2015 at 5:12 pm

I booked a holiday for Oct 2016 on line with Thomson, within 2 hours decided to cancel as read some dodgy reviews, phoned Thomson to cancel. Next day they emailed to say problem with refund will keep trying, next day sorry still cant send refund will have to refer to financial control team to over ride. Booked holiday 1 Oct, cancelled two hours later, deposit £800 taken out of my bank account on 3 Oct. Phoned Thomson again on 3 Oct Sat, told they had emailed financial control team on Friday and they don't work week ends so will chase up on Mon-Tue or Wed next week, then refund when successful will take 5 - 7 days. I don't find this acceptable. Big companies can take funds out of your bank within 2 days despite cancelling booking within 2 hours of bookings so no monies should have even left my account. Now I have to wait about 14 days to get my money back!!!

Any advice?
Angela

Chris 02/10/2015 at 7:07 pm

I booked a package holiday with Thomsons which included flights, villa and car. I wanted the pool heating and they have failed with in 7 days to agree to the heating even although I was willing to pay the extra. They are now saying that they will keep all of my £900 deposit. This cannot be right even although I have proof of emails asking and cancelling.
Help

OnlineShoppingRights Editor 22/09/2015 at 11:09 am

No if you have made a payment, you should know exactly what you are paying for. If that holiday is no longer available after you have paid, you should get a full refund. Report this to Trading Standards. It you make an enquiry you should not be expected to make a payment at the same time.

Kirst 19/09/2015 at 10:32 am

I booked a holiday (or so I thought I had) via HolidayGems. Only after I had paid for the flights and hotel, do they inform you have only made an enquiry and that an agent will be in touch within 72 hrs to confirm matters! They took the full payment and never stipulated prior to payment being made that the price I had paid may change due to the flights/ hotel not being confirmed until up to 3 days later!! I called after 12 hrs to indicate that I wanted to confirm, holiday asap as I needed to book parking etc. I was informed that they could not do anything and I had to wait for an agent to contact me! If I wanted to cancel, it would cost me £50!! Today, they have called and told me I have to pay over £150 more for the same holiday. I have checked the flight/hotel prices on several other sites and the prices are the same! This is definite misleading advertising and is absolutely disgusting. Please can anyone advise if they have had similar experiences and what the best way forward is now. I want my holiday at the price I paid or a full refund. Thanks.

OnlineShoppingRights Editor 10/09/2015 at 10:03 am

Verify first that this is genuinely the case and that the facilities described to you are not available. For example if it refers to use of the sister hotel's pool - you will need to check that the pool area isn't actually complete either (it may be that certain facilities are already available). If you are satisfied that the information you've been given by someone is correct and the facilities mentioned in the brochure are not available, then you should write to the Thomas Cook suggesting that the contract has been breached. Depending on the remedy you would prefer, ask them to do one of the following: Move you to an alternative hotel which has the facilities described; offer you a partial refund (compensation) and proceed with the holiday in the Moon Grand, or offer a full refund.

Poppy1972 09/09/2015 at 7:21 am

I have booked an all in to Mexico, through Thomas Cook moon palace, a sister hotel was advertised and specifically mentioned in the facilities available to my hotel (moon grand)which was one of the reasons I booked. Now I find out this other hotel is under construction until nov2016!! Am I entitled to a refund under mistakes of goods . I booked online less than a week ago. I am very annoyed as it already cost nearly 7k!!

OnlineShoppingRights Editor 01/09/2015 at 11:23 am

Tour operators can change flight times after booking - if the times are more than 12 hours different from those you booked and they are ABTA members you can demand a refund. However if you have received a completely different holiday/flights to those which you thought you were purchasing online, then you should be able to claim a refund, but may need to seek legal advice (make sure you have all the details present)

Mags 31/08/2015 at 3:41 pm

Hi, my partner booked flights for us from London to Tampa with Travelup, the payment confirmation came back with totally different flights to those that we had selected
(still to Tampa), for various reasons we want the ones we originally selected, the call centre
are completely unhelpful, is there anything we can do?

OnlineShoppingRights Editor 25/08/2015 at 1:02 pm

It's worth giving it a try, but the holiday company is not obliged to swap it for you. If they do, there will most likely be an administration charge.

OnlineShoppingRights Editor 25/08/2015 at 10:37 am

Yes they can.

vic 23/08/2015 at 7:17 am

I booked an holiday in benidorm but had to settle for 2nd hotel option because i was told the hotel i wanted to go to wasnt available
.i checked it later on the same day with the same company {on the beach} & the hotel i wanted to go to was available, can i request to be moved to that hotel without losing my deposit or being charged for swapping?

JasminsMam 22/08/2015 at 12:26 pm

Hi, Booked an all inclusive holiday with Jet 2 end of May 2015 for next July 2016 paying £240 deposit. When I looked online again with Jet 2 two months later, the same holiday was £550 cheaper.
I called Jet 2 to explain it was cheaper and to ask them to discount the price down. They informed me they can not do that and maybe I should not look at the prices once I have booked !
I informed them to cancel the holiday and then I will rebook which reluctantly said I could do. I have lost my £240 deposit from making the booking in May and saved £300 but still annoyed that I have lost my original deposit of £240.00 can they do this ?

Thanks

OnlineShoppingRights Editor 20/08/2015 at 2:20 pm

Assuming this was a package holiday, you are not legally entitled to a refund. The flights/holiday can be transferred to someone else though if you know of anyone who wants a holiday. If you ask them, the operator may be able to get you a partial refund for the flights from the airline, but they are not obliged to do so. Your travel insurance may cover some of the cost if your reason for cancelling is part of the party etc.

Becks 19/08/2015 at 7:58 pm

We booked a holiday this afternoon.with Love Holiday for next week. Within 2 hrs we had to cancel. Love Holiday said they could cancel the hotel but we would be fully charged 800.00 for the flights! We could.see nothing of this in their policy.

H4rj 04/08/2015 at 6:02 pm

Good luck with 321 Travel, there are lots of reviews and blogs about this travel firm. Someone seems to make an effort to get as many of these reviews removed as possible only for a new batch to surface. Advise everyone to have a good look before using this firm.

Wee man 15/07/2015 at 4:09 pm

Hi booked a holiday with 321 travel now they've told us out hotel is not avalible with 2 days to go and booked us a different one witch we don't like. Wot cn we do

OnlineShoppingRights Editor 09/07/2015 at 11:38 am

@Gazzer. Contact your bank (that issued your debit card) they may be able to help.

gazzer 06/07/2015 at 7:36 am

Tried to book a holiday with Sunmaster on Sunday, was told had to pay in full, did so via debit card, then they rang back on Monday saying Hotel room no longer avail and would issue a FULL refund. Its a week later now and still no refund, I keep getting fobbed off by Sunmaster, what can I do?

OnlineShoppingRights Editor 14/05/2015 at 2:47 pm

@Mimi. No the cooling off period does not apply to many travel/holiday situations. Check their terms and conditions for cancellation policy.

Mimi 10/05/2015 at 8:16 pm

Hi I booked a holiday with low cost beds today, is there a cooling off period!?

OnlineShoppingRights Editor 13/05/2015 at 12:07 pm

@Ellie. try Citizen's Advice or a solicitor's letter. You've not said how long you've waited for the refund so far though.

ellie 07/05/2015 at 8:26 pm

My son and his partner booked a holiday through on the beach but have been told thier hotel is no longer available and they will be refunded the cost of the hotel, they have waited 6 days for this they are due to go on Monday but with no sign of refund cannot book another hotel...any advice as to where I can go with this??

OnlineShoppingRights Editor 06/05/2015 at 12:27 pm

@HINTO> Sometimes the travel companies are sympathetic to this and can change things easily at this stage in advance of a holiday. Give them a call to ask. The cooling off period does not apply to holiday company bookings.

HINTO 29/04/2015 at 7:52 am

Hi. Bought a holiday through Thomsons last night and recognised on email conformation that the dates are out by one week. I now want to amend as a result and am happy to pay any price difference. Will I be hit with any additional fees? Am I within a cooling off period? Worth noting that the holiday is for 2016, so is not a last minute deal.

OnlineShoppingRights Editor 30/04/2015 at 2:33 pm

@MO. Check all the booking terms (these may be on the agency website). While it may seem common sense that all the names should be as they appear on a passport, it may not be obvious to everyone and perhaps the website should have identified this clearly. That said, it may be a difficult one to argue successfully.

Mo 26/04/2015 at 11:15 am

Hi,

I booked a holiday package online for 10 people, after the holiday was booked, I noticed the names of 3 passengers was not as they appeared on the passports. I emailed the travel agency and asked if this would be a problem...they said they were unable to add the full name due to system limitations but the first name and surname would need to match (the first name for all 3 passengers is Mohammed)...I sent them the corrected names and they came back and said the airline was charging £674 to make the amendments...They then sent me the airline number for me to speak to them...the airline said this would need to be resolved by the travel agency. The agency have written an email almost 5 days ago to the airline and despite numerous calls I've heard nothing. I'm worried I'll have to pay £674 just to amend the names...the agency did not tell me the names would need to be as they appeared on the passport. Any advice in this will be appreciated.

Thanks

OnlineShoppingRights Editor 23/04/2015 at 11:05 am

@Shaz. Why would he not want to pay for his own holiday? Sorry, we don't really understand the situation as you've described it.

Shaz 20/04/2015 at 7:34 pm

My son book a holiday throu a friend mum,he has paid £200 deposit but has been told by the people he's to pay the rest because they can't cancel his place!!,he's got no proof off anything I'm really looking for advice on this please

OnlineShoppingRights Editor 24/03/2015 at 2:08 pm

@Ange. No it's unlikely you will get a full refund. You'll need to check the terms and conditions with regards to cancellation. This will be found on any paperwork you received at the time of booking.

ange 21/03/2015 at 10:41 am

help booked holiday online 6 days ago paid in full to thomsons,, they are uk based will i get full refund if i now cancel?

OnlineShoppingRights Editor 04/02/2015 at 2:41 pm

@jan. the price can go up but it has to be for something that the travel company/tour operator could not realistically have known about or have no control over such as taxes, airport duties etc.

jan 03/02/2015 at 6:43 am

booboo I agree,this has never happened before,we always use the sites ..and obviously search for the cheapest.But no SUNMASTER should be investigated.Hope you got your money back.

jan 01/02/2015 at 2:36 pm

On Friday 30th Jan we spent all night searching the internet for our summer holiday to sharm. We finally found one with Sunmaster, the total price came to £1,480,we was happy with the price and proceeded to pay the £600 deposit. The mornig after sat 31st I received a phone call from sunmaster saying the price of our now booked holiday has gone up by nearly£300 . To say I was livid was an understatement. Thankfully I cancelled the holiday and got my deposit back, but my argument is that the total price you see should be the price you pay,my advice don't book with sunmaster .

OnlineShoppingRights Editor 21/01/2015 at 2:51 pm

@Syl. No there is no cooling off period with holiday bookings companies unfortunately.

syl 20/01/2015 at 5:03 pm

I and a friend booked a cruise over the phone with Fred Olsen line on theTuesday 6th Jan. The cruise date was not until 29th August. We did not receive any paperwork or their Terms and Conditions until Friday16th Jan. through the post.

I phoned on Monday 19th to cancel and asked if they would kindly return our deposit. I was told no! and they said there is no cooling off period when booking a holiday?

They told me we could transfer the deposit to another holiday within the next 6 months but would not return our deposit or even give us a credit note.

Is there anything we can do to get our money back?

rik 20/01/2015 at 4:20 pm

ABTA say holidays bought online are not covered by the Distant Selling Regulation, and you are not entitled to a 7 day cooling off period.

Swerpy 12/10/2014 at 9:09 pm

I booked a holiday in March for Finland through crystal ski( online) for 4 of us, paid the deposit and most of the balance, final £400 due end of month. Iv just been on website and noticed that holiday has now been dropped in price by £400, that £100 per person. That's a lot of money, I wouldn't of minded a couple pounds because I understand it can go up as well as down, but by that amount...do I have any say about this plus I haven't paid it all off yet...

Michelle Editor 25/09/2014 at 11:50 am

@Tilly. As they've said below...travel bookings are exempt. Most airlines offer a 24 hour cool off for flight bookings (made more than one week in advance of the travel date) but holiday companies do not always. Your travel company's terms and conditions will state exactly what their policy is. Not sure if you will be liable for the balance though?!

Tilly 24/09/2014 at 11:09 am

I booked a holiday (to Lanzarote in December) on September 1st and rang to cancel in less than 18 hours. I am told that not only will I lose the deposit of £420 (surely too high!) but I will be liable for the balanceC of £811 in October.
Despite e-mails, phone calls and letters I have received no acknowledgement

SashaM 01/09/2014 at 9:49 am

Does the 7-day cooling off period stated in the Distance Selling Directive apply to P & O cruises? They are refusing to consider a refund of our deposit after 5 days.

OnlineShoppingRights Editor 22/07/2014 at 2:22 pm

@lukpop. As a retailer he/she should really know how to do this! If they cannot, then ask them to refund you in cash or via Paypal.

lukpop 22/07/2014 at 11:18 am

the seller does not know how to refund by credit card

spoony Editor 30/06/2014 at 11:26 am

@Emaaa - Which insurance company are you with? They cannot use this as an excuse - you have been treated appallingly. Get back in touch with your insurance company and if possible name them and also the person you spoke to at Ryan air here...a bit of adverse publicity might kick them into action!

Enmaaaaa 26/06/2014 at 5:41 pm

Just wanted some advice on a situation that has occurred with my holiday. Id booked a holiday through on the beach to salou from 24th June until the 1st July. We checked in and boarded the plane Ryan air as normal to then be informed our flight had been cancelled and told to leave the plane with no explanation. We then collected out luggage and didn't get any answers on what was happening by any Ryan air staff. After waiting hours we heard through others in the same situation there was an air traffic strike and all flights had been cancelled. We then recieved a text from Ryan air with a link to change/refund flight to which this didn't work after trying for hours to get a flight we were unsuccessful as they were all cancelled. We came home and the next morning rung on the beach and they said they couldn't help and would need to claim the holiday through insurance. The insurance responded with as the strike was on the news the day we booked we were not entitled to claim. We were unaware of any strikes and had the assumption out flight was going ahead as planned. The following day we saw flights with Ryan air to our destination and after getting in contact with on the beach we asked them to change our flights to which they informed us out hotel was no longer available and there was no flights available. We have spent a total of £1750 on a holiday and confused on how and what we are entitled to do seems everyone is passing the blame and no now is helping us if you could give me some advice on this matter I would be grateful Thankyou emma Lloyd .

binniebabe 07/10/2013 at 8:03 pm

just booked a holiday with thomsons cruises asked if there would be a price drop told no then within an hour or two they dropped the price by 60 odd pound per person my parents payed a lot more 700 each and my aunts 700 each so im careful but to see the holiday go down so soon after booking is grating

David 16/08/2013 at 12:14 am

I don't know who "Lucy Debenham BA (hons)" is and I suspect she has no legal qualifications. Her comments (reproduced below) are wrong. She needs to read Regulation 6.

"Consumer Rights
When buying a holiday online, you are still covered by your consumer rights .... These basic rights are as follows:

That you have what is known as a 7 working day 'cooling off' period, where if you change your mind you are entitled to a refund."

TeeCee 18/06/2013 at 8:15 pm

We booked a holiday incl. flights through an online booking company. Less than three weeks before we are due to leave we have now been informed that due to a 'supplier costing error' they cannot honour the original hotel booking and have offered two alternative and inferior accomodations. Whilst we have been given the option of cancelling the booking in full the cost of the flights will, however, be subject to high cancellation charges which we are informed will not be refundable. As the holiday was a tailor-made trip the alterations have effectively null and voided any benefit or enjoyment. What rights do we have given the error of the 'suppliers'?

Lucy 05/06/2013 at 3:59 pm

Two days ago I bought online a package holiday deal and due to circumstances I had to cancel it. I tried to do so within the same day and I received an email that I am not allowed to do so. I thought as I booked it via a UK based webside business, Distance Selling Regulations apply, so I could have a seven day cooling off period. Could you advise me about my rights in this particular case?

DES 03/06/2013 at 7:41 pm

Booked and paid in full (including full travel and cancellation insurance) by credit card a holiday for two in the Med. My wife, who was the other holiday person, took ill 14 days before departure and the holiday company was advised to cancel
the booking 7 days before departure due to her unexpected illness. The cancellation insurance covers such situation and the holiday company have informed me that full repayment will refunded to my credit card company once a doctor's certificate has been completed and forwarded to them.
Since the holiday cost approx £2000.00, and the credit card company have been paid in full, how do I get the credit card company to refund direct to me, the sum reimbursed to them by the holiday company?

Nonickname 28/05/2013 at 10:12 am

we booked and paid for a holiday cottage online yesterday but now need to cancel, the company say we have to pay 50% cancellation fee is this allowed if we have tried to cancel / rearrange within 24 hours?

bigmam 10/05/2013 at 1:53 pm

My son has booked a holiday online with a group of friends all sharing an apartment,he's paid the full amount of his share and the others,just their deposits.With just a couple of day's left before full payment is due the others now say they can't afford to go and intend to drop out .Where does this leave my son?Can he get a refund or a transfer for another holiday?

mhonour73 30/04/2013 at 12:32 pm

i am trying to resolve an issue that my wife has got ongoing and is causing a lot of stress and worry. basically we saw a package on a holiday website, this then took us to a travel agent who we thought at the time was a good deal. Due to unfortunate circumstances we have had to cancel the booking but they are asking for full payment on the holiday. i have been emailling back and forward and have advised that i was not told at the time of the booking the cancellation process, and there calls are not recorded. they have also paid for the flights and are saying that this is the usual practice and then claim the payment from the customer. is this correct and should i be able to cancel without payment anything extra? i accept that i may lose my £400 deposit but i can not afford nearly £1000 that they are now asking for as a cancellation fee.

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