Not upheld: claim declined - alleged unreasonable refusal to cover excursion costs complaint against AWP P&C S.A

Decision detail

Summary

Miss H cancelled her trip on 27 March 2025 due to illness and claimed for excursion costs that were non-refundable. AWP declined the claim, arguing she should have cancelled the excursions within the 24-hour refund window. Miss H contended she was too unwell to manage multiple cancellations on that day. The ombudsman found contradictions in Miss H's evidence and concluded her illness did not prevent timely cancellation, particularly as the first excursion was not until 29 March. The complaint was not upheld as AWP reasonably assessed that Miss H had the ability to cancel in time but failed to do so.

The Ombudsman's reasoning

The ombudsman found that Miss H's illness (breast pain diagnosed as hormonal tenderness) did not prevent her from cancelling the excursions in time. She had until 28 March 2025 to cancel the first excursion and more time for the others. The ombudsman noted contradictions in Miss H's account: her signed statement claimed she cancelled on 27 March via online chat, but her later email admitted the cancellation occurred after the free period had passed. The ombudsman concluded that AWP reasonably declined the claim based on available evidence showing Miss H had the ability to cancel in time but failed to do so.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website