Sue Batters, 68, from Allhallows on the Hoo Peninsula, paid over £3,000 for a three-day package holiday to Disneyland Paris for her two daughters and five grandsons. The trip, booked through Times and Travels UK, included Eurostar travel, hotel stay, and park entry. However, on the final day, their park passes stopped working, and staff informed them they had been cancelled.
Ms Batters said: 'I was in tears. My grandchildren kept asking me why I was crying. What are you supposed to do when you have five children who want to go to Disney?' The family spent the morning trying to contact the travel agency and were eventually told the tickets had been cancelled two days prior due to a £497 discrepancy.
Despite having paid the full holiday cost, an 'admin error' by the supplier led to the cancellation. Ms Batters had to buy new passes at the park for £650, with a promised refund that she is still awaiting. The travel agency has apologised and confirmed a refund is being processed.
Times and Travels UK stated: 'We acknowledge this was frustrating and we sincerely apologise for the stress it caused. As soon as you made us aware, we investigated and confirmed that you will be refunded for the cost of the cancelled tickets.' The company has offered a payment plan, but Ms Batters has rejected it, insisting on a full, one-time payment.
