"You shouldn't have lost your entire deposit. And Brittany Ferries' response to your situation shows a troubling lack of customer service common sense. Let's start with what should have happened. You purchased a flexi ticket, which by definition should offer more flexibility than a standard fare. The whole point of paying extra for a flexible ticket is to have options when circumstances change. Most ferry companies and airlines offer flexible fares specifically to enable passengers to make changes or cancel with reduced or no penalties."
"The bigger issue here is Brittany Ferries' website design. Any booking system that doesn't clearly warn customers about significant financial penalties before they complete a transaction is fundamentally flawed. You should have received a clear warning such as, You will forfeit your deposit if you proceed with this cancellation before you clicked that final button. Your health situation makes this even more unreasonable. You're dealing with kidne"
Mike made a Plymouth–Santander ferry booking in January for August travel and canceled three months before departure due to worsening kidney disease. The online cancellation showed zero refund and forfeiture of a $390 deposit without a clear warning before finalizing the cancellation. Customer service said the cancellation was final with no refund or route change allowed. The ticket was sold as a flexi fare, which should permit changes or reduced penalties. The booking system failed to present a clear forfeiture warning before the final click. The lack of flexible remedies and poor website design produced an unreasonable outcome given the medical circumstances.
Read at www.mercurynews.com
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