I booked a family holiday but my son is dying of cancer, now Butlins says NONE of us can go: SALLY IS RECORDING IT

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

Exactly a month before that, we were told that my oldest son (who is not traveling with us) has esophageal cancer, which has spread to his bones. He has three or four months to live and is now in a hospice.

I called Butlin’s to explain and ask if they could change our booking to next year or let the other 5 family members go. They said that because I was the lead booker the other family members were not allowed on the site and they would not change the name of the lead booker. I am out £2,040. Please help.

LB, Northern England

Sally Hamilton responds: I can imagine Sir Billy Butlin turning in his grave after this experience. As far as I am concerned the experience is even worse as you have spent a large part of your holidays at Butlin’s over the last 25 years.

You booked this year’s trip at the end of a lovely holiday at one of the resorts a year ago. But you told me that the way you were treated means you will never want to cross the threshold of Butlin again.

In your letter to me you blamed yourself for not having travel insurance and wanted to warn others of your mistake. I agree that travel cover is a must for holidaymakers planning to travel domestically or abroad.

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

I felt that such a big name, famous for its friendly Red Coat hosts, could have shown more compassion. You made rational suggestions, including letting the other members of your group come as planned or moving the holiday to next year.

You submitted supporting medical evidence, which clearly stated the seriousness of your son’s condition, who is in his 40s, and also stated that you are his welfare advocate. This is because, apart from his terminal diagnosis, he is mentally incapacitated. These were all reasons why you and your partner both had to be on his side.

The company’s terms and conditions, section 6, on changes to bookings, states that if the lead booker (you were) withdraws from the holiday, this is a cancellation for the whole group. The lead booker must always travel. This seems rigid, but the contract is between Butlin’s and the booker.

Elsewhere it states that no refunds will be made if customers have not taken out cancellation insurance with the company, and that customers should claim through their own travel insurance if they have cover.

I was struck by a later sentence, however: ‘We will always endeavour to offer you as many options as possible; for example, we can change the date of your holiday for an administration fee as an alternative to cancelling.’ I asked Butlin’s to reconsider. Within two hours of my intervention, a member of staff had called you to apologise for the way matters had been handled and to tell you that they would refund your £2,040.

Butlin’s told me that there had been an error in your case and added that the terms and conditions had recently been changed so that under certain circumstances the name of the lead guest can be changed.

A spokesperson said: ‘We are sorry to hear that LB’s son is ill. We apologise for the way this was handled and have offered a full refund, which has been accepted.’

I bought a Riese & Muller Homage electric bike from Ride Electric, Tynemouth, in September last year for £8,000. I was promised that the bike would be delivered before Christmas. When it didn’t arrive, various excuses were given. I accepted this. I was away for two weeks at the time and had a bad back. Because of this and the winter, I was in no hurry to get the bike. In March, concerns increased and the manufacturer Riese & Muller assured me that there would be no delay. Ride Electric then said that my bike would arrive within two weeks. However, in that time they went out of business. What can I do?

IE, Newcastle-upon-Tyne

Sally Hamilton responds: The company that handled the seller’s liquidation told you that the money you paid for the bike had reached the manufacturer Riese & Muller. That gave you hope that the manufacturer would come to your aid with the bike — or with your money.

However, the recipients informed you that the company would not transfer either, as it was holding on to money received to offset other debts owed by Ride Electric of Tynemouth. I asked you whether you had paid by credit or debit card, as these payment methods give consumers rights when a product or service is not provided, including when a company goes bust.

Under the Consumer Credit Act, credit card purchases over £100 and under £30,000 should be covered in these circumstances and customers should be compensated. Unfortunately, you paid via bank transfer, which acts like a cash transaction and offers little protection if something goes wrong.

This means that you, as the company’s creditor, have to join the queue. Customers are often at the back of the queue when it comes to repayments, behind banks, the tax authorities and others. They only get reimbursed if there is money left.

The receivers were honest and told me ‘there is no prospect of sufficient funds being available to make payments to creditors’. The bike shop offered 10pc off any bike in stock. But the day after I contacted them on your behalf to check negotiations, they offered 35pc off any bike you wanted.

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

SCAM WATCH

Beware of emails claiming to be from Lloyds Bank warning of an important security update, according to consumer website Which?.

Scammers ask you to go through an “account verification process” to confirm your identity.

The email tells you to click on a link to update your information, but it takes you to a malicious website that collects your personal and financial data.

Once fraudsters have this information, they can apply for loans and credit cards in your name.

Do not click on the link, but forward it to report@phishing.gov.uk.