“I booked a knitting holiday to Norway with Arena Travel for September 2021. This was cancelled due to pandemic travel restrictions. I'm really struggling to get my money back! Numerous emails, promises, excuses........ And still no refund!
Do Arena Travel seriously think this is a good way to treat clients? And do they seriously expect us to book with them again? I will definitely NOT book with them ever again!”
“We booked a holiday to Kent for 11th July and paid in full in April this year. The holiday was cancelled in June but we can't get our money back approx £1,500. The latest by Arena told us we would receive the money within 5 working days. That promise was made 9th July. No money has been received. Do people have to threaten to go to the media just to get their own money back?”
“Holiday cancelled at the start of the pandemic and Arena refused to refund saying it was not their policy to give refunds only vouchers to be used for a future holiday. I sent a number of emails pointing out that my wife and I were in our mid 80's and going away was now becoming very difficult but did not receive any reply. I wrote to Mr. Goodenough and he showed no consideration to the fact that I was now suffering from a heart condition and stated that I could apply for a refund at the end of January. I have now received my refund with paltry interest. If able to go on holiday in the future I will not use Arena Travel and could not recommend them to others.”
“Won’t give a refund on a cancelled holiday within the 14 days as legally required. Paid in April and was told I could apply for MY illegally held money on 32/01/21.”
“Booked a tour for June through my local Travel Agent. In early April the tour was cancelled due to covid. I requested a monetary refund as I am over 70 years of age and not sure when I will feel safe or confident to travel again. Arena refused to give an immediate monetary refund, only a voucher which could be converted to a cash refund at end on January 2021 if I did not book an alternative holiday. I told my Travel Agent that this was not acceptable and that I wanted a cash refund by the end of April. Arena responded that it was not their policy to give an immediate monetary refund but under the circumstances they would give me a cash refund at end of July. I was agreeable to wait until end July. It is now the middle of August and there is no word of the refund. Not impressed at all with this company as they had no intention of honouring their promises. Would not book with them again.”
“When our river cruise in early June was cancelled due to COVID-19, the earliest time I was told I could apply for a refund was 31/01/21. Their terms and conditions state refund legally due within 14 days. We will not be using Arena travel for future holidays.”
“Acting illegally and with callous disregard for past promises made and customer's health and rights.
I am a Pensioner and have status as a vulnerable person in this Coronavirus nightmare. In March I received an email from Arena saying the balance was due for my saved for holiday in Switzerland in June. I emailed expressing alarm at the Covid-19 developments and asking what future possibilities there were for cancelling etc. . March 5th I received a personal email reply stating that if I were to cancel I would lose my deposit. Further it explicitly stated that if I paid the balance but the holiday did not actually take place then Arena would refund me in full. Only on the basis of that cast iron commitment did I pay the balance.
Inevitably they later cancelled the holiday so I wrote for a refund as promised. They adamantly refused. I tried again to more senior personnel including the CEO. They refused again, in dismissive terms, despite it being an illegal act (under the Package Travel Regulations I am legally entitled to a refund within 14 days of cancellation).
Adding weight to this legal right is the fact that without their cast iron guarantee of a refund in their email of March 5th I would never have been coerced into paying the balance. I tried once more but they said only that they were sure I wanted to safeguard the financial health of their company!!!!! What about my financial health???!!!
In current circumstances I am now desperate for this money. (They offered a credit note for a future holiday - absolutely useless to me as I need cash urgently now -plus I see no prospect of them being able to arrange a holiday -or me taking one - in the foreseeable future. They say that in July they will consider a refund of the credit note - but that the date is likely to be put back!!!! And who would trust them after their previous blatant disregard of a promise) Other travel companies, big and small, are providing monetary refunds as they are legally required to do. Arena will not even discuss their illegal act. They have left me with no option other than to take legal action. My health is now suffering because of this lack of money and the added mental stress they have brought me in these terrible times.”
