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“Forced to cancel holiday”

written by Carsoncd242 on 20/12/2016

I am appalled at the lack of customer service from this Company. I had booked a holiday in Jordan for four nights for my husband and I flying from Dubai, where we currently live. I never received an ATOL certificate, so don't know what was included in that, despite requesting one on two occasions. Unfortunately, I was forced to cancel our holiday the evening before we were due to go, as my husband was told he was not allowed to leave the country as his visa was in the process of being changed over to a work visa. There have been many problems with this process and finally he found out he could not leave unless he changed his status back to a visitor visa. Having spent £700 towards making this visa happen we could not do this as he needs to have a work visa. I was told by Laterooms that I could not change any details of my holiday and that I would lose all my money on the holiday if I cancelled it. That means I have lost another £850 on a holiday that I never took. In one of their emails they told me I had voluntarily cancelled my holiday, which was totally untrue, as I was forced to. I have now sent them three emails as an appeal to them considering my individual case, and they have not had the courtesy to reply. Do not use this Company if you are in any doubt that you won't be able to take your holiday. I am angry and upset.