A complaint about Voyage Prive

Status: Approved

#CustomerService #Communication #FinancialLoss  Frustrated Anxious Let down 

Kindly shared by Anonymous

What happened

I paid the deposit for an October holiday with Voyage Prive on the basis it had a COVID provision that I’d get a voucher if the pandemic stopped us travelling. Our destination was taken off the travel corridor so we can’t go. Voyage Prive wants me to pay the balance (now due) but has just told me the COVID provision only runs to 5 October, which doesn’t cover the holiday dates. So basically I’m being chased to pay for a holiday we can’t go on and they won’t guarantee I can rebook later. I’ve tried several times to understand my options with Voyage Prive but they’ve taken down the phone line and only reply sporadically to emails with conflicting advice. The CEO also refuses to engage. If they’d guarantee our travel at a later date, I’d probably (reluctantly) pay the balance and hope for a trip next year. But right now it looks like if I pay I’ll lose out on the full balance with no break to show for it. Ideally I’d just like my deposit back. Please can you help?

What I wish had happened

I'd just like to be able to engage properly with Voyage Prive's customer service team and to understand exactly what we can and can't do. They keep trying to get me to cancel which I don't want to do, not least because I'd lose not just my deposit but the full total of the holiday. I'd also at this point just like my deposit back as we'll not be travelling through no fault of our own

Where this happened

On the Internet - www.voyage-prive.co.uk

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