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Travel - Legal Expenses Insurance  |
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| Shown below are examples of claims that have been reported to our insurers and where they have been able to resolve the problem the client was facing. |
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| Dispute |
Client booked flights for a 2 week break to Turkey to finalise the purchase of a new holiday home and accordingly booked time off from work. The flights where booked via a travel agent in December and the flight tickets and confirmation were received.
In April they left home for Manchester Airport (70miles) and upon arriving at the airport found out that there was no flight scheduled for that day. They discovered that the day of departure had been moved back by 5 days. The best that the tour operator offered was to fly them out of London some 2 days later which would involve a journey in excess of 200 miles each way. Given that their departure was at the beginning of the Easter break they did return 5 days later due to the unavailability of other flights from Manchester. It was later discovered that the tour operator had e-mailed the agent informing them of the change in flight details which they did not receive. Regrettably a member of the tour operator’s staff in trying to justify their position falsified documentation that they alleged to have sent to the client. Proceedings were issued against the firm and they agreed to settle ‘on the steps’ of the Court for a sum of £1000 to reimburse the costs incurred by our client.
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| Dispute |
Client booked a long overdue exotic beach holiday to recuperate in peace and quiet from a very stressful family situation. Two days before departure they received a letter from Tour Operator advising that there was some construction work under way at the resort; however they would not be affected. When couple arrived at their beach villa, there was security fencing attached to it which formed part of the construction site perimeter. They immediately asked the Resort Manager to relocate them and complained to the Travel Representative who advised them there was nothing that could be done. They asked to be moved daily, but had to remain in their accommodation for the whole twelve days of their stay.
The return flight had to make an impromptu landing because the plane had not taken sufficient fuel on board to reach the UK causing a 17 hour delay. On their return the couple contacted the Tour Operator to complain and a £50 voucher to spend on a holiday with that company was offered as ‘compensation’. Our insurers invited the Tour Operator’s Legal Team to reconsider the offer but the Tour Operator steadfastly refused to reconsider. Our insurers issued proceedings to recover the cost of the holiday in full. The Tour Operator refunded the holiday costs in full and reimbursed the costs incurred in handling this matter.
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| Dispute |
Client booked an exclusive villa via a recognised company specialising in such accommodation in Cyprus.
Upon arrival they found the villa to be dirty and some 2 days later found evidence of mice infestation. Having reported this to the company representative, they were offered a move to an alternative villa the next day. Upon inspection this to was infested with mice and they rejected the alternative accommodation. The following day they were moved to the only alternative which was of a lesser standard, and the pool was not working and could not be used.
Upon return to the UK, following a complaint, the client was offered compensation in the sum of £100 to be used against a future holiday with that firm. This was their full and final offer.
Following their refusal to improve the offer, our insurers issued proceedings and the matter proceeded to Court. They were able to provide photographic evidence that was placed before the judge.
It was decided that the client should be compensated to the extent of a full refund of the cost of the holiday totalling £4500.00 resulting from their loss of enjoyment. |
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