I booked a family break but my son is dying of cancer - now Butlins says NONE of us can go: SALLY SORTS IT

• e-mail

A year ago, I booked a week’s holiday to Butlin’s in Skegness for me and five members of my family, including my eight-year-old grandson. We were due to go on July 19.

Exactly a month before, we were informed that my eldest son (who wasn’t travelling with us) has oesophageal cancer, which has spread to his bones. He has been given three or four months to live and is now in a hospice.

I rang Butlin’s to explain and to ask if it could change our booking to next year, or allow the five other family members to go. They replied that as I was the lead booker, the other family members would not be allowed on site, and they would not change the lead booker name. I shall lose £2,040. Please help.

L. B., Northamptonshire

+1

• Copy link to paste in your message

Sally Hamilton replies: I imagine Sir Billy Butlin would be turning in his grave at your experience, made worse, in my view, because you have holidayed with Butlin’s for many of the past 25 years.

You booked this year’s trip at the end of an enjoyable break at one of its resorts a year ago. But you told me the way you have been treated means you don’t intend to cross any Butlin’s threshold ever again.

In your letter to me you blamed yourself for not taking out holiday insurance and wanted to warn others of your mistake. I agree, travel cover is a must for holidaymakers planning to travel at home or abroad.

Butlin’s offers optional cancellation cover when customers book. It would have cost £32.50 for your booking, had you taken it, and on cancelling you would have had to pay a £65 admin fee.

I felt such a huge household name, famous for its friendly Red Coat hosts, could have shown more compassion. You made rational proposals, including letting the other members of your group attend as planned or transferring the holiday to next year.

You sent in supporting medical evidence. This clearly stated the seriousness of the condition of your son, who is in his 40s, and also included the fact you are his attorney for welfare. This is because, separate to his terminal diagnosis, he lacks mental capacity. These were all reasons why you and your partner both needed to be at his side.

In the company’s terms and conditions, part 6, on changes to bookings, it states if the lead booker (which was you) pulls out of the holiday, then this constitutes a cancellation for the whole group. The lead booker must always travel. This seems inflexible but the contract is between Butlin’s and the booker.

Elsewhere, it states there will be no refund if customers have not taken out the firm’s cancellation policy, and that customers need to claim back through their own holiday insurance provider if they have cover.

I was struck, though, by a later sentence: ‘However, we’ll always aim to provide you with as many options as we can; for example, we may be able to change the date of your break for an admin fee as an alternative to cancelling.’ I asked Butlin’s to reconsider. Within two hours of my intervention, a member of staff had phoned you to apologise for the way things had been handled and to tell you it was refunding your £2,040.

Butlin’s tells me it had made a mistake in your case and added that its terms and conditions have recently been altered to allow changes to the lead guest’s name under certain circumstances.

A spokesman says: ‘We’re sorry that L. B.’s son is unwell. We apologise for how this was handled and have offered a full refund, which has been accepted.’

I purchased a Riese & Muller Homage electric bicycle from Ride Electric, Tynemouth, in September last year for £8,000. I was promised delivery before Christmas. When it did not arrive, various excuses were given. I accepted this. I was then away for two weeks and suffered back problems. Because of this and the winter, I was in no rush to get the bike. Concern increased in March and manufacturer Riese & Muller assured me there was no delay. Ride Electric then said my bike would arrive in the next two weeks. But during that time, it went bust. What can I do?

I.E., Newcastle-upon-Tyne

Sally Hamilton replies: The firm handling the retailer’s liquidation told you the money you paid for the bike had reached manufacturer Riese & Muller, which gave you hope that the manufacturer might ride to your rescue with the bike — or your money.

But the receivers informed you the firm would not be handing over either as it was hanging on to any cash received to offset other debts owed to it by Ride Electric of Tynemouth. I asked you if you had paid by credit or debit card, as these methods of payment give consumers rights when a product or service is not delivered, including when a company goes bust.

Read More

Dear Sally: We booked farmhouse for daughter's wedding but owner cancelled it

Under the Consumer Credit Act, purchases made with a credit card over £100 and under £30,000 should be covered in these circumstances and customers reimbursed. Unfortunately, you paid by bank transfer, which acts like a cash transaction and offers little protection when things go wrong.

It means you have to join the queue as a creditor of the firm — and customers tend to be near the back of the line when it comes to refunds — behind banks, taxman and others, and they will only get recompense if there is cash left.

The receivers were frank and told me ‘there is no prospect of sufficient funds becoming available to make any payments to creditors’. The bike maker offered 10 pc discount on any cycle in stock. But the day after I contacted it on your behalf to check negotiations, it offered a 35 pc discount on any bike you wanted. 

You accepted and chose a better model at over £9,000 but with the discount cost £6,000. The overriding lesson is to pay for large purchases by card if you can.

SCAM WATCH

Beware of emails claiming to be from Lloyds Bank which warn of an important security update, says consumer website Which?.

Scammers ask you to complete an ‘account verification process’ to confirm your identity.

The email instructs you to click on a link to update your details but this leads to a malicious website that collects your personal and financial information.

Once fraudsters have these details they can apply for loans and credit cards in your name.

Do not click on the link — forward it to report@phishing.gov.uk instead.