How Love Holidays had handled my request to return home one day earlier after the death of my nan.
Immediately after receiving the news, I contacted the airline directly. They confirmed that flights were available and that there were open slots for me to amend my return. However, I was told that because the booking was made through Love Holidays, the change had to be processed by the agency. I therefore waited for Love Holidays to get back to me—only to be informed that you were “unable to offer any flights.” This directly contradicted what the airline was looking at on their system in real time.
I repeatedly asked for alternative options and for details of your complaints process. Instead of meaningful help, I was offered £50 compensation and a message wishing me a “happy holiday,” despite you knowing this would mean I could not attend my nan’s funeral. This response was shockingly cold and completely lacking in empathy. You later suggested a flight three days earlier within a ten-day holiday, which was not a reasonable solution and showed no understanding of my circumstances.
Their customer support felt robotic, scripted, and focused only on additional fees and rigid reference to terms and conditions. The holiday may appear cheap at the point of sale, but it is clear this is because every amendment is met with charges, with no flexibility for bereavement or mitigating factors.
I am deeply upset by the way I was treated at one of the most difficult times of my life. I expect a full explanation as to why Love Holidays claimed no availability when the airline confirmed the opposite, and why no compassionate discretion was applied.
I would urge others to stay away from this company and instead pay for a travel provider that actually cares about their clients and acts honestly when airlines are confirming there is availability.
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At loveholidays, we’re on a mission to open the world to everyone. As one of the UK’s leading (and fastest-growing) online travel agents, we offer unlimited choice, unmatched ease and unmissable value, making your dream holiday a reality in just a few clicks.
Our head office in London is home to a team of dedicated holiday experts, who not only develop our brilliant website and app, but support customers before, during and after their trips. Every year, we send over 4 million happy Brits abroad – and we’re so loved by our customers that we’ve won awards for it.
If that wasn’t enough, we were the first UK online travel agent to become Ryanair-verified and our holidays are fully ATOL protected, so you can have peace of mind that your money’s in safe hands.
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