Poor Customer Service and Failure to Comply With Package Travel Regulations

My wife and I booked a holiday with Imagine Cruising (Ref IMC-63572) on the 28th feb 2020 at a cost of £6,348.00 to Australia - Circumnavigation Cruise Around Australia. The holiday was due to depart on the 8th april 2020 and prior to this it was evident to us that due to the Coronavirus restricitions the holiday would not happen but Imagine Cruising kept telling us that the holiday was still going ahead despite the quarantine restrictions in Australia. On the 23/3 we contacted Imagine Cruising and asked for a refund and I received a reply on the 25/3 informing us that they were working on claims by departure date and on the 26/3 we received a formal flight cancellation from Emirates Airlines informing us the flight had been cancelled. On the 28/3 we again wrote to imagine Cruising reminding them that under the terms of the Package Travel Regulations we were due a refund 14 days after cancellation which was due on the 9th April. On the 1st April we received an email informing us that they were following rules set out by ABTA and I responded indicating that rules did not take precedence over statutory regulations and i did not accept the ABTA rules. On the 11th April we wrote again asking for a refund and on the 23rd April we received an email informing us that we will be issued with a Future Holiday Credit note and we responded on the same date informing us that this was of no use to us and not acceptable. We are now seeking a full refund for this cancelled holiday

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