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“Appalling customer service ”

written by RoyJH on 23/03/2017

We had a very bad experience with Cox and Kings following a cancellation due to an injury. The trip was a South Africa tour following by Mauritius. First and foremost they don't respond to voice messages or emails unless it is sales related. Their T&C's charge 90% of the holiday cost which in our case was 1 weeks notice. My issue was with the air passenger duty. My insurance doesn't cover this but said I could claim this back from the airline, but no Cox and Kings claim this for themselves. So the insurance won't pay it and apart from my insurance excess I am £146 out of pocket. I managed to speak to someone in authority who brushed me off with the T&C's. So the issue for me is that Cox and Kings take the position that a 90% cancellation charge is fair. What I don't accept is that they cannot recover a certain amount of the costs, in particular BA who refund if given 24 hours notice and I am sure that some of the hotels would offer refunds particularly those at the back end of the holiday. They must love people who cancel yet treat you with complete disregard. I wish I had read the reviews prior to booking as there are many comments out there complaining about their customer service and work ethos. Never again, best to avoid.