Holiday firm comes to rescue after family arrives at airport for 2013 trip

The family mixed up the dates for their holiday to Majorca. Stock photo, Rex

One family's dream holiday turned out to be a nightmare after they arrived at the airport all set for their trip, only to find that they'd booked it for 2013.

Marisa Jasperse, her partner Dai Morgan, and their four children, from Port Talbot, Wales, arrived at Cardiff Airport ready for a seven-night all-inclusive holiday to Majorca.

But, when they got there, they realised they'd paid £1,700 for a trip they'd mistakenly booked in for next year.

Luckily, however, the company they booked with, On the Beach, came to the rescue and offered them another deal.

Miss Jasperse told This Is South Wales: "We got to the airport with all our bags and we thought the flight was for 3.45pm.

"At the airport we couldn't see the flight so we went to the Thompson desk and they said it had been booked for next year.

"I thought I was in a dream. The children were all excited but they were crying and were heartbroken when we couldn't go. We were all gutted."

Explaining how the mix-up came about, she said: "I booked it in July and I thought I put the dates in that we wanted.

"We paid our deposit for £600, and they gave us a final date to pay it by. They advertise on the website you can pay your balance four weeks before your holiday.

"Our date was given as August 19, 2012.

"Last week we rang to get the transfers and we gave them our reference number. They did not pick up on it at all.

"I feel they should have noticed that the dates were wrong."

However, Miss Jasperse admitted she did not read the confirmation documents properly before they set off.

"We printed out our confirmation on Monday," she said. "I was rushing and it was a fault of my own that on the confirmation it said 2013.

"I was flustered and missed it. The transfers were for this year but the flights are for next year."

She added that On the Beach were very helpful: "I have spoken to a manager today who has been really helpful.

"All we wanted was another holiday because we were devastated. We were just all crossing our fingers that we would still be able to go away."

Chief marketing officer at On the Beach Alistair Daly, said: "Customer satisfaction is of paramount importance to On the Beach and we take every customer complaint very seriously.

"While On the Beach does not accept responsibility of the incorrect holiday booking made on our website, we understand how difficult this has been for the family and appreciate that the agent who booked the transfers several days later, failed to see that the dates requested by the customer did not match those on her holiday itinerary.

"As a gesture of goodwill, and in order to ensure the family enjoy a much-needed holiday, we have offered the customer an alternative all-inclusive holiday in Spain which the customer has accepted."

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