Sunway

mick4_2000

I would like to thank Sunway travel for there compassion in this difficult time. My Grandmother passed away two days ago and her daughter has a holiday booked to Turkey in two weeks time. She now cannot face travelling on this holiday which I think is understandable

We contacted Sunway and they will charge 90% of the cost of the holiday. Ok that is T&C's for you. Can we transfer a holiday into another name? No that is against out T&C's again.:mad: Can we do anything in the circumstances yes you can get 10% of your holiday back but you need to write an E-Mail to us.

Just to say we have used Sunway many times. I think they will be loosing a lot of our family's custom from now on.

Really at a loss at some of these companies.

tunedout

mick4_2000 wrote: »

I would like to thank Sunway travel for there compassion in this difficult time. My Grandmother passed away two days ago and her daughter has a holiday booked to Turkey in two weeks time. She now cannot face travelling on this holiday which I think is understandable

We contacted Sunway and they will charge 90% of the cost of the holiday. Ok that is T&C's for you. Can we transfer a holiday into another name? No that is against out T&C's again.:mad: Can we do anything in the circumstances yes you can get 10% of your holiday back but you need to write an E-Mail to us.

Just to say we have used Sunway many times. I think they will be loosing a lot of our family's custom from now on.

Really at a loss at some of these companies.

Well did you not want to pay for Travel Insurance?
Why should Sunway provide the insurance free of charge?

There are products to cover these mishaps.

Yamanoto

mick4_2000 wrote: »

We contacted Sunway and they will charge 90% of the cost of the holiday. Ok that is T&C's for you. Can we transfer a holiday into another name? No that is against out T&C's again.:mad: Can we do anything in the circumstances yes you can get 10% of your holiday back but you need to write an E-Mail to us.

Firstly, sorry to hear about your Gran OP.

Instead of a name change on the booking, have you asked Sunway whether your Mum could be accommodated at a later date or perhaps take a different break of equivalent value?

They'd certainly be within their rights to request evidence to substantiate your request for deferral, but I'd imagine that's a hurdle easily jumped.

naughtysmurf

tunedout wrote: »

Well did you not want to pay for Travel Insurance?
Why should Sunway provide the insurance free of charge?

There are products to cover these mishaps.

Agree but a lot of people leave the insurance aspect until closer to the travel date usually because they don't understand the cover provided, which is an error, purchace your insurance within a few days of booking a package holiday or at the time of booking your flights if DIYing

Usually the likes of Sunway really push their own trave insurance policies at the time of booking, was it purchased?

Sympathies to the OP

Happicamper

Sorry to hear about your Grandmother.

You don't mention anything about insurance, if you're sister has insurance her whole family will get their money back, not just her if that is what she is worried about. I don't see Sunway at fault at all, these things happen every day, family members passing away, children getting chickenpox or other illness that prevent them from travelling. Sunway couldn't keeping changing dates to suit the hundreds of customers that have to cancel their hols. I really hope you're sister has got insurance.

tatli_lokma

Happicamper wrote: »

Sorry to hear about your Grandmother.

You don't mention anything about insurance, if you're sister has insurance her whole family will get their money back, not just her if that is what she is worried about. I don't see Sunway at fault at all, these things happen every day, family members passing away, children getting chickenpox or other illness that prevent them from travelling. Sunway couldn't keeping changing dates to suit the hundreds of customers that have to cancel their hols. I really hope you're sister has got insurance.

I hope that things get sorted for the OP but actually most insurance companies won't cover a grandchild for death of a grandparent. We were away when my gran died and initially the insurance wouldn't cover it. A grandparent is covered if the grandchild dies, but not the other way round. Totally daft. Anyway the only reason we got home was because as my mum is dead I was my grans primary carer and not 'just' her grandchild. A very nice girl in bank of Ireland where we bought our insurance fought for us, but it was 2 days before it was sorted

Also, given that time of travel is 2 weeks time, then there is no reason not to go other than the passenger not wanting to go. It is understandable why but the insurance company probably won't care

If OP does have insurance it might be better to go to a doctor and see if they could get signed off with stress or distress (which I am sure wouldn't be untrue after a bereavement) and a recommendation from the doctor that they don't travel. Then claim on this basis. It would have to be a non preexisting condition though.

Happicamper

@tatli It is not the OP making the claim it is his grandmothers daughter who is making it.

tatli_lokma

Happicamper wrote: »

@tatli It is not the OP making the claim it is his grandmothers daughter who is making it.

Got ya! The description of the relationship threw me in the original post. Having said that I don't know how sympathetic an insurance company will be given that the trip isn't going til a couple of weeks time. As I said, they usually view that as choosing not to go. If you need to be home for the funeral then that's one thing, but weeks later they tend not to care. Again this is just based on the experience of a family friend who couldn't face a holiday they had booked 4 weeks after their mum died. Not all insurance policies are the same so it is worth checking but just need to accept that it may just be a case that the trip is lost. It's terribly unfortunate but at the end of the day being with family at such a difficult time is more important so just chalk it down to experience and don't fret over it.

OP please accept my condolences.

Happicamper

You could be right but my mums, dad died last year and she was due to travel 2 weeks later, she got a cert from her Dr to say she was unfit to travel and VHI health ins paid her every penny. Not so sure about other ins companies though.

tatli_lokma

Happicamper wrote: »

You could be right but my mums, dad died last year and she was due to travel 2 weeks later, she got a cert from her Dr to say she was unfit to travel and VHI health ins paid her every penny. Not so sure about other ins companies though.

Yeah that's why I was suggesting to get a certificate from the doctor rather than just saying she's not up to it emotionally. That will only work if depression is not a preexisting condition

we're assuming however that OP's sister has insurance which might not be the case

Very inflexible of sunway from a customer service point of view. They might well sell that same holiday as a cancellation. The least they could do is refund the difference if they did. That way they wouldn't an out of pocket as they would get the same price for the holiday but OP's sister could get a bit more than 10% back. I do see their point of view but there has to be room for customer service too. A comprise could surely be reached if they really wanted to.