Loveholidays review: Hidden costs of £1,200 post booking confirmation and taking full payment

Subject: Assistance Required for Resolution of Booking Issue - Reference: LOV7011609U

I am writing to bring to your attention my recent booking experience with LOVEHOLIDAYS.COM, made on Saturday, 13th January, for an 8-day all-inclusive holiday with flights (Booking Reference: LOV7011609U).

Upon receiving the booking confirmation, I was disappointed to discover undisclosed and significant hidden costs associated with luggage. Specifically, there was no allocation for two suitcases, a necessity for two traveller’s. The additional cost for two suitcases, as confirmed by Aeromexico, amounts to £1,204 (£602 per person for one suitcase each).

As a consumer protected by the Consumer Rights Act 2015, I wish to highlight the following points:

1. **Terms and Conditions:**

Upon reviewing the terms and conditions of the holiday booking, I found no clause authorizing LOVEHOLIDAYS.COM to impose additional hidden costs post-purchase.

2. **Contact with LOVEHOLIDAYS.COM:**

I have engaged with your customer services team to address this matter. Despite explaining the lack of information about additional costs during the purchase, my attempts to discuss the issue with a manager proved unsuccessful. I am seeking a resolution, which may involve waiving the hidden fees, offering an alternative solution, or, failing both options, providing a full refund, including the flights.

3. **Consumer Rights Act 2015:**

The Consumer Rights Act 2015 mandates that goods and services match their description, be of satisfactory quality, and fit for purpose. As I booked an all-inclusive holiday with flights, the expectation was that suitcases would be included. The undisclosed and excessive costs of £1,204 for two suitcases are deemed unfair and unreasonable, entitling me to a refund or compensation.

4. **Package Travel Regulations:**

I am also seeking clarification on whether my holiday booking falls under the Package Travel and Linked Travel Arrangements Regulations 2018. These regulations, if applicable, provide specific protections, including transparent information about the total package cost and mandatory charges. Failure to comply allows for the right to claim compensation.

Given the urgency of this matter, I am reaching out to you directly, as the customer services desk seems to be experiencing extended response times. I kindly request your prompt attention to achieve a fair and timely resolution.

I appreciate your immediate consideration and look forward to a swift and satisfactory resolution.

Yours sincerely,

Thalia Droussioti