My friend had a heart attack but the holiday company won’t reimburse us

DEAR DEIDRE: WHEN my best friend had a sudden heart attack, we had to cancel our coach tour holiday. 

As we’ve travelled with the company several times before, we expected them to let us book for another time, but instead they’ve just given us a measly 20% refund. 

I’m furious at their lack of customer loyalty and now my best friend and I won’t be able to afford to go on holiday together when she’s better. 

I’m 62 and she’s 63. We’re both single and have been friends for 20 years.

We were so looking forward to our coach tour around Italy. 

She hadn’t been feeling well for a while, but when she collapsed, it was a huge shock.

I reached out to the holiday company, thinking that as we’ve been such good customers, they would be understanding.

I’ve even recommended them to other friends and family!

Instead, I just got a ‘computer says no’ response. 

I’m so angry and upset.

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DEIDRE SAYS: Unfortunately, holiday companies have strict policies about refunds, which you’ll find in the smallprint.

Travel insurance may pay out for cancellations for unforeseen health problems, so do check your policy if you have one. 

It’s a shame your coach tour operator hasn’t made a gesture of goodwill. 

It’s worth writing to the directors to ask them to reconsider.

If you get nowhere, try publicising this on social media, tagging the company into your post.

X or Facebook can be quite effective as companies don’t like bad PR.Your local Citizen’s Advice might be able to help ().