Family lose thousands as Disneyland trip cancelled

The Mead family has been left £3,175 out of pocket after their trip to Disneyland Paris was cancelled

A family due to go to Disneyland Paris has been left thousands of pounds out of pocket and suffering sleepless nights after a travel club cancelled the trip with just two weeks' notice.

Alan Mead, 67, is one of more than 25 people who have collectively paid about £20,000 to Swindon's Windmill Travel Club for coach trips that were later cancelled.

"All day every day I seem to be ringing the bank, ringing the insurance. It goes on and on. It's not an easy thing getting your money back," he said.

Swindon Trading Standards has said it is investigating after the club said on its website it had ceased operations amid "increasingly difficult times". Boss Tony Hughes added that "refunds will get dealt with".

"I know I am not alone," Mr Mead said.

"It makes you think 'how many other people are involved?'"

Mr Mead said that they had previously booked several trips through Windmill Travel Club, adding that Mr Hughes had been "like a friend" to them.

But they are now struggling to get any answers about a refund for their £3,175 trip.

Alan and Debbie Mead said the stress of chasing the money they are owed has led to anxiety and sleepless nights

Mr Mead's family, from Swindon, are big Disney fans and said they were "hugely looking forward" to going on all the rides and seeing all the characters.

"We were just looking forward to getting away as a family, because we haven't been away with each other for quite a while," he said.

Mr Mead, who retired two years ago, said he paid upfront by bank transfer when he booked the coach trip for seven family members, including his three grandchildren aged 16, 10 and three.

But the trip was cancelled two weeks before it was due to leave in October 2024.

Mr Mead was initially told it was due to a "lack of interest" and that because the coach was not full enough, the trip "was not viable".

"We had the option of going this Easter or having a full refund," he said.

Windmill Travel boss Tony Hughes ceased operating in January citing "increasingly difficult times"

Mr Mead asked for a refund but said he "never got a straight answer" from Mr Hughes about when that might come.

He said the stress of chasing his money is making him anxious.

"I'm not sleeping properly. I'll have to save all those hard earned pennies up again, 'cause it is all gone, and that's hard 'cause I'm retired now," Mr Mead said.

"All we want back is the full amount we have paid."

Swindon Trading Standards has told the BBC it is investigating but "cannot comment any further at this time".

The BBC contacted Mr Hughes directly and he said: "All valid cancellation refund claims will be honoured, it just may take a little longer to process these correctly.

"If a client is not prepared to wait a little longer than usual we have pointed them in the direction of other methods to make a claim and we are more than happy to verify their original reservation and the cancellation of the trip and supply the required documentation to support them in making their claim, for example with their travel insurers."

Regular travellers June and Michael Groom said they are "resigned" to having lost their money

It is a similar story for June and Michael Groom, also from Swindon.

They had booked a trip to Germany to see the Valkenburg caves and Christmas markets with Windmill Travel, costing £1,350 for four people.

It was originally scheduled for December 2021, but was postponed because of the pandemic. The rearranged trip in 2022 was also postponed, as was a third date in 2023.

At that point, they asked for a refund – but they are still waiting.

Mrs Groom said: "I feel angry and upset. He's taken our money and won't answer any phone calls.

"I'm just so disappointed in him. We've been on umpteen trips with them and everything went brilliantly.

"It's almost like something's gone dreadfully wrong for him."

'The money's gone'

Mr Groom became so concerned for other people who had booked trips with Windmill that he checked on departures off his own back.

He said: "I know where they do the pickups. So I drove around there and there was half a dozen folks stood waiting. No coach turned up. I felt really sorry for them."

The couple have written to Citizens Advice, Trading Standards, their bank and have spoken to a solicitor.

Like many customers, they have paid via bank transfer and have been advised they are not entitled to compensation because the transaction took place so long ago.

"We've resigned ourselves to the fact that the money's gone. We don't think we'll see it again," he added.

Windmill Travel Club said the cost of living, coach hire rates and dynamic ticket pricing have made running coach trips "unviable"

In an email sent to a customer, Mr Hughes apologised for "the unacceptable level of service".

He said problems were caused by "a number of unforeseen commercial business reasons, current trading conditions and medical issues".

He cited the cost of living, tourist taxes, dynamic ticket pricing and soaring coach hire costs as problems he has faced.

He said: "For around 25 years I have been running coach tours and day trips... [and] we have all made great special friendships and had some great fun along the way.

"Please be assured your refund will get dealt with."

One reason many customers have struggled to get a refund is that they paid by bank transfer.

Consumer expert Harry Kind, who formerly worked for Which? said: "If you pay with a credit card, that is fantastic protection. It means the credit card companies can be equally liable with the business.

"In this case, people were encouraged to pay via bank transfer... [it is] as if you handed over that money in cash down the pub."

He also advises customers to check thoroughly whether any holiday company they are booking with has financial protection in place.

Sue Rowell is waiting for refunds of about £900 for three trips booked with Windmill Travel

The BBC has spoken to more than 25 other customers who have said they are also waiting for refunds.

Sue Rowell, 76, from Swindon, had booked several successful trips in the past, adding that Mr Hughes "was just so good".

"We have made lots of memories. It was wonderful. Tony was amazing," she added.

But recent trips to Bletchley Park, York and the Lake District, costing about £900, were all postponed and now cancelled.

She said it is the lack of communication which she finds most difficult.

"I e-mailed him loads of times, loads, as did a lot of people. I'm not angry. I just want some answers," she said.

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