Destination disappointment

Middlesbrough Council’s trading standards staff have come up trumps for a local couple whose dream holiday turned into a major disappointment.

The married couple from Nunthorpe booked the spring break to the exotic Maldives over the internet with travel firm Destinology. They paid £2,600 for the one-week, all-inclusive holiday.

But when they arrived at Kuredu Island their dream was shattered. The accommodation was very small, dark and dingy and did not have the promised sea view they had stipulated when booking.

To add to their disappointment there was only one restaurant available to all-inclusive guests and this was poor and the standards of hygiene left a lot to be desired.

They complained at the resort and took photographs, pointing out that other restaurants and accommodation on the complex were far superior to theirs. They also rang Destinology’s customer service desk back in England but it was only on the last night of their holiday they were moved to better accommodation, but by then their holiday was ruined.

Cathy Bell at the Trading Standards  Advice Centre at 51 Corporation Road took up their case and Destinology made a low compensation offer which the couple turned down.

A second letter was sent to the travel company who replied that the couple had not complied with booking terms and conditions by not complaining earlier.

Evidence showed that this was simply not the case and a third letter was sent to Destinology informing them that civil proceedings would commence if they did not settle the matter in a reasonable manner.

This resulted in a compensation offer of £1070 which was accepted.

The couple were delighted with the compensation and the way that Trading Standards handled their complaint, adding that they felt sure they would not have got such a good result if they had pursued the complaint themselves.

Cathy reminded people who find yourself on a horrible holiday how important it is to report their complaint as soon as possible both in the resort and with the tour operator. She advised holidaymakers to take photographs of building work/accommodation problems etc. and to put their complaint in writing on returning home, keeping dated copies.  Anyone who has been unwell on holiday, should seek medical advice and obtain a report from their doctor.

Cathy said: “There is also a lot people can do to try to prevent having an awful holiday by doing their research and choosing the destination and hotel carefully and comparing prices.

“They should make sure that any specific requests they may have are put in writing and ask questions if in any doubt before they finalise their booking as they are entitled to rely on the information given to them in reply.”

She advised everyone to keep copies of booking forms, terms and conditions, brochure or internet description of the holiday, making sure the company is ATOL registered.  She also reminded them that if they booked flights and hotel accommodation separately then this would not be a package holiday, and would therefore not be covered by the Package Travel Regulations.

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