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Jeff and Marian Walters

Jeff and Marian Walters got in touch with X-Ray after their dream holiday to Croatia was marred by a last-minute change to their travel plans.

The couple booked a week-long break with holiday company SAGA and, as Jeff suffers with arthritis, they ensured there were short transfer times to and from the hotel.

“Sitting for long periods I find it hard,” he told Lucy. “But we choose to do things which will suit.”
Just days before they were due to travel, SAGA got in touch to say the flights had changed.

“They rang about 6.30 in the evening. I'm very sorry but Croatia Airlines had pulled the flights. This is how they put it.” Jeff and Marian were told they would have to fly to Zagreb, adding an extra 240 miles to their coach trip. The couple were devastated but SAGA refused a credit voucher - or a refund.

“They said there was no way they would refund it, it's a minor change and we're allowed to do it.”
The couple felt they had no choice but to travel and, as expected, the coach journey from Zagreb was uncomfortable. “I think the journey overall was aboutĚý four and a half hours,” said Jeff. “It was pretty horrendous, not what we wanted at all.”

Lucy got on the case for Jeff and Marian and discovered customers can register complaints with the Association of British Travel Agents, which offers a service to help deal with disputes.

ABTA advise that customers put complaints in writing to their holiday company, even if they intend to travel as Jeff and Marian did. A letter of protest will make clear that a customer may want to complain on their return.
In Jeff and Marian’s case, SAGA say they found the best possible alternative after the original flight was cancelled.

They added that Jeff and Marian were offered three other holidays, all of which were turned down. But after reviewing the case, SAGA did issue a £450 refund to Jeff and Marian. Jeff said: “We're pleased to get this sorted and now we can book another holiday.”

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