Woman sent £400 phone bill after calling up travel agent to amend cancelled holiday – Mirror Online

Holidaymakers who have been left out of pocket by the coronavirus[1] outbreak are still facing delays for refunds, despite airlines restarting flights and package holidays back on schedule. Mirror Money has heard from dozens of people who are yet to receive payouts from some of the country’s largest travel agents – including one woman who was forced to foot a ?400 phone bill after her travel agent cancelled a trip to Sweden. Olivia Mushigo, 24, had her trip to Stockholm called off in March after the UK went into lockdown.

“My friends and I booked our flights via MyTrip to Stockholm before COVID-19,” she told Mirror Money. “The trip was cancelled via email, and rightly so, but when it came to claiming our voucher in order to book another flight, I experienced great difficulty.” Olivia said she received no correspondence from the agent over how to rebook her flights, and when she logged in online was stunned to discover that it had been rearranged to Frankfurt instead.

They discovered their holiday had suddenly been rerouted to Frankfurt (Image: Mirrorpix)

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“It was very confusing,” she said. “I decided to contact MyTrip to find out what was going on.

“We couldn’t find a UK number so had to use the international call number instead,” she explained. “We were on hold for an hour and when I finally managed to speak someone, I explained that no one had contacted us to rearrange our trip and that the app was saying we had booked flights to Frankfurt, which was untrue.” Mid-way through trying to amend her booking, Olivia said the phone suddenly disconnected: “I had to call back again on the same international number.

“I again waited over an hour for someone to pick up. The line cut again. We called one last time, and luckily that time it did not disconnect.

“They explained that it would cost ?100 per person to change our booking which I thought was ridiculous. “So instead, I asked for a refund – which I am still waiting for. They explained that they would deduct ?30 per person from the refund as their handling fee, despite the cancellation being out of our hands.

The situation felt incredibly unfair.” Olivia received a further blow a month later when she received a ?400 Vodafone bill in the post.

Olivia was due to visit Stockholm for a city break in may (Image: Universal Images Group Editorial)

Get the latest money advice, news and help straight to your inbox – sign up at mirror.co.uk/email[2] “I received my phone bill and was shocked to see a ?400 charge on there.

“I called Vodafone convinced that it was a mistake. They informed me that the only thing they could do was a payment plan for the amount. “I then called MyTrip to explain that due to them, my phone bill was extortionate.

They said there was nothing they could do, despite having spent over three hours trying to amend our booking. “I’m disappointed in the lack of communication from MyTrip, they’re unwillingness to help resolve the issue and the time it took for us to settle the issue.” Since March, Olivia has been able to locate a UK contact number for MyTrip, however despite her complaint, the travel agent refused to take any responsibility over the situation.

MyTrip is yet to process their refund, and Olivia and her three friends are still in the dark over why their flights were rescheduled to Frankfurt.

Mirror Money put Olivia’s concerns to MyTrip who have now agreed to compensate her for the distress caused.

“We apologize for the inconvenience caused and we will contact the customer to discuss what happened and compensation,” a statement said.

References

  1. ^ coronavirus (www.mirror.co.uk)
  2. ^ mirror.co.uk/email (www.mirror.co.uk)

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