I reached out to this travel agency on 18 December to inform them that I could not travel due to the loss of my sister and requested a cancellation based on compassionate grounds. I was asked to submit a death certificate, which I did without delay. Then, I was requested to provide proof of my relationship to my sister. Despite clarifying that no single document could establish a sibling relationship, especially when siblings don’t share the same father or surname, I submitted all reasonable supporting documents, including marriage certificates and our children’s birth certificates. The agency dismissed this evidence, insisting that only my sister’s birth certificate would be accepted, which I do not have access to. After spending over £3,000, I was initially offered just £90. This was later raised to £500, which I was given only one hour to accept during a time of mourning. It became apparent that this agency does not directly purchase tickets from the airline. Instead, bookings are made through an unnamed third-party supplier, which was not disclosed at the time of purchase. When issues arise, responsibility is shifted to this supplier, leaving the customer without assistance or accountability. There was a complete lack of empathy, flexibility, and genuine effort to resolve the situation. The entire process felt intentionally obstructive and punitive during a time of significant personal loss. I am now pursuing this matter through my card provider and formal complaint channels. I would strongly advise others to carefully consider their decision before booking with this agency.
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