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I paid Voyage Prive £245 for hotel transfers that never arrived. Where’s my refund?

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i paid voyage prive 245 for hotel transfers that never arrived wheres my refund

On 27 August, my husband and I booked a holiday to Crete for 31 August with Voyage Prive.

Due to the transfer time to our hotel, which was 90 minutes, and because of the pandemic, we opted for private transfers at a cost of £245 as we thought it was the safest option.

On arrival at Heraklion Airport late in the evening we discovered that the transfer did not materialise and we had to find our own way to our hotel.

Unsurprisingly, the return transfer didn’t materialise either and we are still awaiting a refund for our transfer costs to and from the airport. How can we get a refund?

You were left waiting for a car transfer in Crete that never arrived - leaving you to pay for a taxi

You were left waiting for a car transfer in Crete that never arrived - leaving you to pay for a taxi

You were left waiting for a car transfer in Crete that never arrived – leaving you to pay for a taxi

Grace Gausden, This is Money, replies: You booked your holiday through Voyage Prive which describes itself as a private club that specialises in premium holidays at the best prices.

While it is a members only website, anyone can sign up and join for free.

The firm started in France and has now expanded with its ‘unique flash sales concept’ to have over 44million members worldwide with offices in France, UK, Italy, Spain, Germany, Switzerland, Belgium and the Netherlands.

Despite describing itself as a luxury travel agent, your experience has left you wondering whether it really is.

Being stranded abroad at an airport in the evening is not the ideal start to any holiday – especially one taken in the midst of a pandemic.

Having paid hundreds of pounds to be taken to your hotel, and a total of £2,781 for the holiday, you were frustrated to learn that there was no transfer waiting for you after you got off your flight.

You said you could not reach Voyage Prive via the ’emergency contact number’ that was emailed to you only days before, as it was switched off.

Instead you had to pay for a taxi to the hotel yourself and reported this the next day via email to Voyage Prive, also asking about your return transfer.

You eventually received an email response saying it would investigate. 

However, no return transfer ever came to pick you up at the end of your holiday and you, again, had to pay for a taxi to travel to the airport.

Voyage Prive say it specialises in luxury holidays on its members only website (Pictured: Crete)

Voyage Prive say it specialises in luxury holidays on its members only website (Pictured: Crete)

Voyage Prive say it specialises in luxury holidays on its members only website (Pictured: Crete)

After contacting Voyage Prive again when you got home, the firm said it cannot advise until it receives a response from their supplier as to what has gone wrong.

That was two months ago and you still haven’t received an update. You have now reported the incident to ABTA which states Voyage Prive have a further 56 days to respond.

To add insult to injury, you received an email from the agent marked ‘do not send to client’ that was clearly sent to you in error.

Inside it detailed the nature of your complaint, explaining the customer service agent had already claimed you are not entitled to a refund of any sort as the transfer operator had said it was not going to return any money.

The operator claims that the transfer car was actually there and you just didn’t see it, which you say is impossible as you were at the desk in the airport asking where the transport was.

We attempted to contact Voyage Prive, but there is a distinct lack of contact details.

There is no phone number or email address easily found on their website and instead, the travel agent directs people to a FAQ section.

Customers have said they have been unable to contact Voyage Prive on the phone or by email

Customers have said they have been unable to contact Voyage Prive on the phone or by email

Customers have said they have been unable to contact Voyage Prive on the phone or by email

If your query is not answered there then you are left with no further options to resolve your issue.

This could be due to many holiday companies removing their phone numbers from their website at the start of the coronavirus pandemic to avoid overwhelming the system as so many people were calling to try and get a refund or change their booking. 

This is Money managed to find a customer relations email address for Voyage Prive which we contacted multiple times but are yet to receive a response.

As you have taken the issue to ABTA, a trade association for tour operators and travel agents, it may be able to help you resolve the issue as Voyage Prive is an ABTA member.  

An ABTA spokesperson replies: If you have a dispute with an ABTA member, which you have been unable to resolve with them, you can register a complaint on abta.com. 

The majority of these complaints are then resolved with ABTA’s assistance. 

However, there will always be particularly intractable cases, where deadlock has been reached between the customer and the ABTA Member. 

For theses cases ABTA offers an independently operated online arbitration scheme, which is faster the going the small claims court and also in the vast majority of cases, cheaper.

Grace Gausden, This is Money, adds: Those with issues with their travel agent are advised to contact the firm in the first instance before escalating the issue with ABTA. 

However, it seems you are not the only customer to take issue with Voyage Prive.  

When looking at reviews for the firm, many have taken to Google to share their complaints with the company receiving an average rating of just 1.7 stars.

On Trustpilot, it fairs a bit better with an average rating of 3.2 stars out of five. 

However, recent comments from customers suggest they are having a difficult time dealing with the travel agent.

Other customers have taken to social media to share their frustration at getting refunds and making contact with the company.

This reviewer said they have struggled to contact the firm after they closed the phone lines

This reviewer said they have struggled to contact the firm after they closed the phone lines

This reviewer said they have struggled to contact the firm after they closed the phone lines

Another review said they also have been unable to get a response from Voyage Prive

Another review said they also have been unable to get a response from Voyage Prive

Another review said they also have been unable to get a response from Voyage Prive

This Twitter user said they were unable to find any contact details for the online travel agent

This Twitter user said they were unable to find any contact details for the online travel agent

This Twitter user said they were unable to find any contact details for the online travel agent

One Twitter user said she wasn't even told her holiday was cancelled & found out on Facebook

One Twitter user said she wasn't even told her holiday was cancelled & found out on Facebook

One Twitter user said she wasn’t even told her holiday was cancelled & found out on Facebook

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Northern regions battle to host new National Infrastructure Bank

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northern regions battle to host new national infrastructure bank

The race is on across the north of England as leaders compete for their regions to become the seat of two economic hubs.

Rishi Sunak yesterday unveiled plans to set up a National Infrastructure Bank that will be based in the North.

The move comes on top of the Chancellor’s proposal to build a Treasury output in the region. 

Chancellor Rishi Sunak yesterday unveiled plans to set up a National Infrastructure Bank that will be based in the north

Chancellor Rishi Sunak yesterday unveiled plans to set up a National Infrastructure Bank that will be based in the north

Chancellor Rishi Sunak yesterday unveiled plans to set up a National Infrastructure Bank that will be based in the north

Northern leaders are now pushing the case for their areas to host the two hubs, with the North East and North West thought to be pushing particularly hard.

The infrastructure bank will fund projects that promise to help the UK reach its ‘net zero’ carbon targets by 2050 and its ‘levelling up’ agenda.

The plans were outlined as part of Sunak’s wider spending review, which laid out how the Government aims to repair the UK economy in the wake of the Covid crisis.

The bank will be up and running by next spring but Sunak did not say where it would be based or how much money it will have.

Conservative MP Jake Berry, former Northern Powerhouse minister and head of the Northern Research Group of MPs, said: ‘There’s likely going to be a lot of stiff competition from regions and leaders.

‘What’s important is that it’s being placed in the North, which shows a commitment by this Government to the region and the levelling up agenda – and a move away from Government jobs and departments focused almost entirely on London.

‘It is also good news when you consider the recent announcement that 22,000, well-paid civil service jobs will be moving out of London and the South East.’

The Chancellor has also promised to build a Treasury outpost in the North.

Designs for the ‘economic campus’ are thought to have been submitted for buildings in areas including Darlington and around Teesside, but a final location has not been confirmed. The plans are some of the firmest commitments yet that the Government will shift power out of London.

Pressing his case: Middlesbrough mayor  Andy Preston

Pressing his case: Middlesbrough mayor  Andy Preston

Pressing his case: Middlesbrough mayor  Andy Preston

Ministers have also promised to put £4billion towards a fund, which could back local projects in all regions.

While the competition to attract the bank and Treasury outpost will be fierce among MPs, mayors and councils, the race could also create friction if ministers opt to place them in major cities.

Ben Houchen, Conservative mayor for Tees Valley, which is a major hub for heavy industries, said: ‘It’s important that the Government takes the bold decision to base the bank outside of a northern city.

‘Having officials from the bank based outside one of our metropolitan centres will give them a new mindset and allow them to understand the whole country so much better and the different challenges our towns and villages face – which would not happen if the bank was set up in a city like Newcastle, Leeds or Manchester.’

Andy Preston, the independent mayor of Middlesbrough, said: ‘Levelling up is decades overdue so it is fantastic to finally see it being tackled. 

‘Middlesbrough has suffered more than anywhere from political neglect and incompetence. We deserve to host this new bank. 

‘The Government should invest in Middlesbrough now and I guarantee them a huge and positive return.’

Under Sunak’s plans, an additional £27billion will be spent next year on infrastructure such as roads, cycle paths, railway lines and power stations, in many areas tying in with the green strategy Prime Minister Boris Johnson announced last week.

The push is part of plans to plough £100billion into areas such as schools, hospitals and banks in total next year, and £600billion over the next five years. 

The Government, in rebounding from Covid, wants the UK to ‘build back better’ by improving motorways, laying better internet cables and building more wind farms.

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Taxpayer faces £40bn bill as cost of emergency loan schemes soar

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taxpayer faces 40bn bill as cost of emergency loan schemes soar

The taxpayer could be saddled with a £40billion bill as thousands of loans handed out under emergency government schemes turn sour.

The Treasury watchdog confirmed that losses under the Bounce Back loan scheme, the Coronavirus Business Interruption Loan Scheme (CBILS) and the larger CLBILS will be greater than feared.

In the worst-case scenario, the Office for Budget Responsibility (OBR) thinks the taxpayer could end up covering £40billion that companies fail to repay.

Loans burden: Treasury watchdog the Office for Budget Responsibility  has confirmed that losses under emergency business loan schemes will be far greater than first feared

Loans burden: Treasury watchdog the Office for Budget Responsibility  has confirmed that losses under emergency business loan schemes will be far greater than first feared

Loans burden: Treasury watchdog the Office for Budget Responsibility  has confirmed that losses under emergency business loan schemes will be far greater than first feared

This is much worse than the £33.7billion of losses the watchdog predicted as possible in July. 

Even under the OBR’s more moderate base-case scenario, losses will hit £29.5billion – £12.6billion more than was predicted. 

It comes as banking industry bosses warn that billions of pounds of Government money is being lost to fraudsters.

Virgin Money chief executive David Duffy said yesterday that his bank had decided to only hand out Bounce Back loans to existing customers in order to reduce fraud.

He added: ‘There is an environment out there where we know there’s been a lot of fraud, and what we’ve been very happy to do is lend to those customers who we have a relationship with and know.’

The Bounce Back loans, aimed at businesses with turnover of up to £200,000, involve banks carrying out few checks but come with a 100 per cent government guarantee.

The scheme has so far lent £42.2billion to 1.4m small companies. 

The Treasury was warned multiple times about the risk of fraud, but pushed ahead because it worried businesses were going to the wall during lockdown and desperately needed the cash.

Part of the reason that losses under the three emergency loan schemes are now expected to be higher is because the British Business Bank (BBB), which is administering the schemes, expects more businesses to go bust. 

The government-backed BBB estimates that a staggering 5 per cent to 20 per cent of the large businesses who have borrowed under CLBILS could default on their debt.

Less surprisingly, it thinks 10 per cent to 25 per cent of smaller CBILS borrowers and 35 per cent to 60 per cent of Bounce Back borrowers will become unable to pay back their debt. 

The Government has agreed to cover 80 per cent of any losses which lenders suffer under the CBILS and CLBILS schemes and 100 per cent of losses under the Bounce Back scheme.

The other reason why losses are higher is because the schemes have been extended.

When Prime Minister Boris Johnson imposed a second lockdown for England at the start of this month, Chancellor Rishi Sunak pushed back the deadline for applications under the three loan programmes from the end of November to the end of January, to help businesses stay afloat.

The OBR now thinks total borrowing under the three schemes could hit £87billion by the time they close, up from the £65.5bn which had been lent on November 15.

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Use British steel for £27bn infrastructure spree, industry chiefs urge

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use british steel for 27bn infrastructure spree industry chiefs urge

Industry chiefs have urged the use of British steel for infrastructure work.

Chancellor Rishi Sunak plans to spend an extra £27billion on projects next year, and billions more in coming years on roads, railways and power stations.

Huge volumes of raw materials will be needed and steel bosses want the Government to prioritise procuring metal from the UK, to create and sustain jobs and help repair the damage that Covid has wreaked.

Chancellor Rishi Sunak plans to spend an extra £27bn on projects next year, and billions more in coming years on roads, railways and power stations

Chancellor Rishi Sunak plans to spend an extra £27bn on projects next year, and billions more in coming years on roads, railways and power stations

Chancellor Rishi Sunak plans to spend an extra £27bn on projects next year, and billions more in coming years on roads, railways and power stations

UK Steel director general Gareth Stace said: ‘The huge levels of promised spending must now deliver the largest possible return fortaxpayers’ money by maximising the UK content of these major projects.’

It comes a week after Prime Minister Boris Johnson unveiled a green strategy to build eco-friendly homes, wind turbines and nuclear power plants.

Both plans could reinvigorate ‘foundation’ industries that produce the raw materials.

UK steel has struggled over the past few years and some firms, such as British Steel, have collapsed. 

The UK makes 7.3m tonnes of steel a year. Around 32,600 people work in the sector.

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