Paid £48-50 Through Holiday Extras To Use The Aspire Lounge At Newcastle’S Airpot

[Bobbisox1]

For two of us, our other friend gets it through her bank, after 2 hours ringing an 0800 number ( phone by my side) I’m told I can’t have a refund as it’s past the date of use ( yesterday) I explained I’d been trying to get through since Saturday and the situation was beyond my control, but to no avail, I paid on a Debit card so that doesn’t help either

[Neveracrossword]

When you couldn't get through on Saturday, did you email them? I see their website now has 'cancel online, the best and quickest way' (for bookings within the next seven days) but I don't know if that was available to you on Saturday.

[Bobbisox1]

I emailed them on Friday night but thought ,office hours? I’ll ring them as well on Monday morning

[Neveracrossword]

It's a pity we don't know if the 'cancel online' or the 'complete the form given here' was an option for you on Saturday. If those weren't open to you, I think you'd have a stronger case for a refund.

[naomi24]

If you emailed them before the date of use they can hardly say you notified them too late. What does their cancellation policy say? There must be something about it in the terms and conditions.

[Bobbisox1]

Yes more than likely just annoys me that thd girl on the phone could quote me the last four digits of the card I paid with and yet says that can’t refund ?

[Bobbisox1]

I still never got a reply from the email I sent them on Friday evening Naomi , they said I’d have had to cancel online before the date I was using the lounge and they would defer it to a later date, whenever that would be :0(

[Zacs-Master]

If you look under the Ts&Cs it says:
Changes or termination of your contract due to events beyond our control are extremely unlikely. If, however, such major events do occur, we regret we will be unable to make any refund of payments for services not received.

The bit before that says 'epidemic' is one of those reasons.

[Bobbisox1]

Got Gateshead's consumer rights people dealing with it now for me

[Neveracrossword]

Bobbisox, I think it might make a difference - to your argument, your dealings with the company - if your Friday email was an actual cancellation.

[Bobbisox1]

I’ve looked at it and Its me asking for a refund, I’ll wait and see what the nice man at the council does :0)

[douglas9401]

A lesson for us all here, just use the on site pubs and let Aspire expire.

[Neveracrossword]

Bobbisox, that's good that you were asking for a refund - it means there was no need for you to use the 'claim a refund here' or 'fill in a form' (both online) on the Saturday (if those were available then, and not just from today).

[Bobbisox1]

Yeah Douglas , sounded like a nice idea at the time :0(

[douglas9401]

'spoons every time. :)

[Bobbisox1]

Not in the Airport , second mortgage there ,