My father, who died in March this year, had been due to go on a cruise with Saga holidays in September. We promptly requested that Saga refund his deposit of £449, and my sister – named as next of kin on its database – was asked for proof that she was an executor of his will. Saga agreed to send her the refund.
By early September, following many phone calls to chase this up, Saga sent a cheque to my father’s house, in his name. Saga told us this was its mistake and that the cheque would be resent to my sister within a couple of weeks. We were asked to send back the original cheque – which we verbally agreed to do upon receipt of the promised refund – but we are still waiting.
There doesn’t seem to be any end to this story, and the constant telephone calls are distressing. I am amazed that a company like Saga does not have a designated bereavement team to deal with such issues, which surely must be commonplace given its client base. Santander, for example, were exemplary.
I would like to end our relationship with Saga, but at the same time urge them to rethink its policy so that future clients do not have to suffer such terrible service.
LC, Reading, Berkshire
Your letter was very surprising given that Saga does specialise in holidays for the over-50s, and all families in your position would expect a more sensitive and prompt service.
After all, the company boasts that “with 65 years of experience arranging unforgettable holidays, we have the know-how to make sure everything is taken care of and expertly planned”.
When we stepped in on your behalf, Saga sent your sister a letter of condolence (which should have been sent in the first place) and a cheque (unfortunately made out to Mrs rather than Miss, although she has been able to bank it). A member of staff also telephoned you to apologise.
Saga said: “Mr C had booked a cruise on 16 September for two people costing £1,499. A deposit for £449 was paid on the day the booking was made. On 13 April we were advised that Mr C had sadly passed away. The cruise booking was immediately cancelled, but a refund of the deposit could not be processed until we received details of the executor.
“This information was received on 16 August. On 3 September, when Miss C called to chase the refund, the agent identified that the payment had not been actioned … however, due to human error the [subsequent] cheque was made payable to Mr C as the lead name on the booking and not the executors as requested.
“We apologise for the errors and the distress this must have caused at such a difficult time. The correct cheque has now been issued and we have sent a letter of apology.”
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