Raw Deal: Are you taking the Mickey? Disney holidaymakers ordered to foot £2k ticket bill after travel agent folds

A former childcare worker was left £2,760 out of pocket after pre-booking theme park tickets for a holiday in Florida that was shelved when a travel firm went bust.

In March 2018, Ainslie Peters booked a dream trip with Thomas Cook to Orlando for herself, her friend Ruth Graham and Ruth’s two children, Eilidh and Hamish.

The two-week break at the Westgate Palace Resort near International Drive was scheduled for last October. It cost £5,250.

On top of that, the party shelled out a further £2,760 for 14-day passes to popular attractions including Disney World and Universal Studios.

“We had been paying the holiday up for 18 months and we were very excited about visiting all of the fun parks,” said Ainslie, 49, from Kirkcaldy, Fife. “I was the lead passenger so the monthly instalments for the whole trip were being taken from my bank account.

“Ruth and her kids had never been to Florida before and they couldn’t wait to get there.”

However, the holiday was cancelled three weeks before departure when Thomas Cook collapsed, leaving thousands of customers in limbo.

“We were absolutely gutted,” said Ainslie. “We had saved so hard and suddenly the rug was pulled from under us.”

The holiday Ainslie had booked was protected by ATOL, the Civil Aviation Authority scheme to give financial protection to people who have purchased package holidays and flights from a member tour operator.

She immediately contacted ATOL for a refund but was dismayed when it took about four months to get the £5,250 back for the flights and accommodation.

“The wait was bad enough but I couldn’t believe it when I was then told the theme park tickets weren’t covered by the ATOL scheme,” explained Ainslie.

“I was told to contact a company called Attraction World, who had organised the passes, and ask for the money back.”

But Ainslie was in for another shock when Birmingham-based Attraction World told her she would not be refunded the £2,760.

The company emailed her to say she was not due anything because she had not contacted the firm before the cancelled departure date and Attraction World had already paid their supplier in full for the passes.

The firm wrote: “While we sympathise with your current situation, regrettably we are unable to offer a refund against your booking.”

At the end of her tether, Ainslie wrote to Raw Deal for help. When we contacted ATOL, it was confirmed the theme park tickets were not covered by their scheme and any compensation would likely have to come from Attraction World. ATOL spokesman Andrew McConnell said: “Our protected packages will always include flights and at least one or more other travel services such as accommodation, transfers, car hire or attraction tickets.

“On occasion, travel companies sell extras such as theme park tickets separate to the ATOL protected package. Optional extras that do not form part of the core package are not covered by the ATOL scheme. Thomas Cook was an ABTA-approved member and sold services on behalf of other suppliers. For elements outside the ATOL-protected package, we recommend people contact the supplier of these or ABTA for advice.”

Thankfully, Attraction World has agreed to look at Ainslie’s case again and has said it will reimburse the money after all. The company said: “We have advised Miss Peters that as soon as we receive a refund from our supplier we will refund her.” Ainslie is delighted that she and Ruth will get their cash back.

“Neither of us can afford to lose that kind of money,” she said. “We can’t thank Raw Deal enough for intervening.”

Ainslie added: “I would urge anyone who is booking a similar holiday to carefully check the small print and see exactly what they are covered for, should something goes wrong.”