A few days before Jane was diagnosed with ovarian cancer, we’d booked a holiday in Barcelona. It’s somewhere neither of us has been. It was meant to be a sign that things were getting back to normal after my stem cell transplant last year …
Treatment obviously means that this trip has been postponed. Fortunately, we’d only booked the flights and hotel. The hotel was easy enough to cancel as we’d opted for a flexible booking (at the Catalonia Magdalenes, if you’re interested). The flights – non-refundable – looked as if they were going to be more tricky. We both have holiday insurance, but through different companies.
The flights were booked with Vueling, so I called their customer service desk to ask for a cancellation invoice. The call was answered promptly and I was offered the invoice, rescheduled flights or a full refund. The customer service advisor I spoke to was empathetic and helpful and I gratefully accepted the refund. All Vueling required was an emailed “fit note” and proof of our kinship. My credit card was refunded within 48 hours of these being provided.
Good customer service does exist, even on low-cost carriers, and Vueling now has two more customers for life.
I also needed to cancel arrangements for a weekend touring in Wales with the Seven at the same time. One of the hotels (a small, privately-run affair near the base of the Cader Idris) I’d booked was non-refundable. I emailed them to explain and hoped that the notice I’d given would enable them to sell the room to someone else. It’s tough being a small business owner and I thought this might be rather more useful to them than simply being a no-show. I said I understood that my booking didn’t allow refunds and that I didn’t expect one. Sadly, I never received even an acknowledgement of my cancellation from the hotel.