Unnecessary application of booking conditions in spite of Coronavirus pandemic

25 May 2020 Our Ref :- HelloPeter 01

Hello Peter.

Complaint Against Imagine Holidays

Package name Dubai, Bangkok and ****et (Call of the exotic) reference ICS 18916

I write to complain about the most unreasonable and heavy handed attitude shown by Imagine Holidays after booking a holiday in early February 2020 for departure in early September 2020. We heard nothing from them since a demanding email sent 23rd March 2020, which of course was before the “lock down”, reminding me to pay the balance of the holiday before 27th May 2020. On checking the Imagine Holidays web site for Coronavirus Updates the latest “update” was dated 16th April 2020, so much for keeping their customers updated.

Because of this lack of information my wife phoned Imagine Holidays yesterday 25th May 2020 and spoke to Ntuthu, who informed us that we have to pay the balance before 27th May 2020, otherwise booking conditions would be app****, meaning we would loose our deposit. A confirming email was sent 30 minutes later (copy available). Verbally, she informed that she was 95% sure that there would be no more holidays this year, because of Coronavirus.

My point is that I am not asking for a full cash refund but for the deposit to be held over for a future holiday. It is okay for Imagine Holidays to cancel our holiday, with all of our money in their coffers, knowing full well that we will not be travelling in September, but they will not let us carry over our deposit for a future holiday. I do not see how “terms & conditions” could be app**** now, in the light of the present Coronavirus pandemic.

For the record my wife is 72 years old and I am 75 (76 in August) and we have been advised medically, that it would be extremely foolish to even contemplate travel, under the present and future global Coronavirus Pandemic conditions. Is it not time for Imagine Holidays to examine their corporate conscience and not their “Bottom Line”, behave responsibly and do what is right.

Your's Sincerely, Stan Warburton