A family was left distressed after Sykes Holiday Cottages refused to transfer a booking into the widow's name without a death certificate, which was unavailable because an inquest had been ordered. The £2,400 trip was eventually refunded after the consumer champion intervened.
Booking made for mother's 80th birthday
The holiday was booked for 11 people to celebrate the mother's 80th birthday last February. The cost was £2,400, paid for by the 87-year-old father, but the booking was made by the husband.
In January, the husband was diagnosed with aggressive lymphoma and died 10 days before the trip. The parents and some other party members still planned to take the holiday, and the father informed Sykes of the death, as the husband was the point of contact.
Company demands official documents
Sykes declared that the booking could not be honoured in the late husband's name and required a copy of his death certificate to move it into the wife's name. Since an inquest had been ordered, the certificate was not available.
Sykes then said a marriage certificate would suffice, but after submission, the company stated that “an official document recognised by the state that confirms the passing of the deceased” was required. A screenshot of the inquest listing from the coroner's court website was deemed insufficient. A letter from the GP confirming the death went unanswered, and the family was too distressed to continue.
No refund and automated emails
Later, Sykes sent numerous emails to the late husband's email address asking whether he had enjoyed the stay. No refund was given at the time, and the widow felt emotionally unable to pursue the matter until now.
Upon investigation, it was found that Sykes does not have an official bereavement policy. The company's name change requirements were described as more suitable for a visa application than checking into a Cumbrian cottage. After contact from the consumer champion, Sykes refunded the £2,400 and added £150 in “goodwill”.
A spokesperson said: “We have contacted the family directly to apologise and resolve the matter, and are reviewing our processes to ensure situations like this are always handled with the care and sensitivity they deserve.”
