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Holiday Firm Ignores Grief, Demands Death Certificate
5 Oct
Summary
- Firm demanded death certificate, but inquest was ordered.
- Customer provided marriage certificate and GP letter for proof.
- Bereaved widow eventually received a refund and compensation.
A widow experienced a distressing lack of empathy from a holiday company after her husband passed away shortly before a planned 80th birthday trip. The booking, costing £2,400 for eleven people, was initially made by her late husband. Following his death ten days before the holiday, the company insisted on a death certificate, which was unobtainable due to an ordered inquest.
Despite the customer providing a marriage certificate and a GP's letter confirming the death, the firm deemed the evidence insufficient. The situation escalated with the company emailing the deceased's address to inquire about his holiday experience, causing further anguish. Eventually, after intervention, the firm refunded the full amount and offered a £150 goodwill gesture, acknowledging a review of their processes is underway.
