WE WERE due to take a holiday in Mauritius last month, staying at Le Mauricia, part of Beachcomber Hotels. Three days before departure, my stepfather, who is 99, fell ill. As he is the main carer for my 91-year-old mother, who needs 24-hour care, we contacted the hotel to discuss a postponement. We were informed that due to the lateness of the request, there would be a 100% charge, and no postponement could be allowed. I find this sort of inflexible approach totally inconsiderate.
R Taylor, Cheltenham
Beachcomber replies: “While we are always sympathetic to clients’ circumstances, we also have to take into consideration commercial restraints. At the time of Mr Taylor’s planned travel, Le Mauricia had been fully booked for some time. Due to the nature of the destination (transient bookings are rare), it was impossible to fill the room at such short notice. It is with regret that these charges were levied, but we are unable to reconsider the decision.”
I WAS not surprised to read of RW Faulks’s experience with defective first-class seats on Air Canada. His complaint duplicated our experience with defective business-class seats on a flight from London to Vancouver in June. We had the same derisory offer of Can$100 (about £50) each in compensation. Given the opportunity, I’d be pleased to tell its president what he can do with that money.
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W Troubkin, London
MY EXPERIENCE of Air Canada’s first class mirrors that of RW Faulks. My seat was jammed in the upright position on an overnight flight in August. Sleep was impossible. I filled in a complaint form and received a travel voucher for Can$100. I found the offer and letter of apology wholly unsatisfactory. In October, I wrote a strong letter of complaint. So far, I have not had the elementary courtesy of a reply.
C Walls, Brussels
Air Canada replies: “The airline will be reviewing its procedures in respect of this type of complaint, and will be writing to these customers with a full explanation.”
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