The cost of cancelling and no compromise - Complaint about Mercury Holidays - A Spokesman Said

The cost of cancelling and no compromise

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Harvey Bromley

15/04/2017

The cost of cancelling and no compromise

Complaint about Mercury Holidays

I booked a holiday to Malta with Mercury Holidays by phone on Saturday 3rd December 2016 and paid £804.73. On Sunday 4th I was looking at Malta holidays and saw Love Holidays were offering exactly the same holiday with the same flights and hotel for £489, so on Monday 5th one working day later, I emailed Mercury Holidays to cancel. They told me it would cost £500, being the cost of the deposit, to cancel. I complained to them saying that this had not been pointed out to me as their rep. said I might as well pay the full amount instead of the deposit as the full amount would be due shortly. They said that this was in their terms and conditions, but I pointed out that I had booked by phone so I was not able to see their terms, and a fixed deposit of £500 irrespective of the cost of the holiday was unreasonable, that is £500 out of £804. I specially asked the rep. at the time if I would get an email confirming my booking so that I could see the details and she told me they only confirmed by post, which didn't arrive till the Thursday after I had cancelled, so there was no way I could have known that I would lose the £500 deposit if I cancelled. They told me that the deposit was to cover the cost of the flights but they only cost approximately £200 and as the flight was not until 22nd Feb. they would have been able to use them for someone else. They were competely intransigent and even though I used Resolve to offer the cost of the flights they wouldn't budge. As others have said they are an awful company and I will never deal with them again, and I would advise any body thinking of dealing with them not to

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