A WOMAN locked in a year-long fight for a £3,800 festival ticket refund has blasted the delay and says she "doesn’t know much longer she can take it".
Sarah Hutchinson, 32, booked the seven-day We Are Mexico holiday for November through organiser Pollen events – but when the country ended up on the UK's red list she decided to cancel the booking.
She claims Pollen previously assured her that the £3,800 advanced payment would be refunded if the country ended up on the list last year.
The travel list restriction forced UK arrivals to fork out £2,285 for a ten-day hotel quarantine.
But, when it came to it and Sarah decided to cancel her November holiday, Pollen refused to refund her – even though "stressed out" Sarah was "well within" the guaranteed refund timeframe.
Londoner Sarah claims the firm is in "breach of contract" because it offered her a voucher – rather than the money back – and blasted the firm's customer service.
Sarah told MyLondon: "I already suffer from depression and anxiety and this is just making it worse."
She said she only booked the seven-day break because of the company's T&Cs, adding: "Mexico was on the red list before we departed. Due to this we did not feel comfortable to travel with the uncertainty of everything.
"We spoke to Pollen events and they reassured us that we could ask for a refund.
"We asked well in advance and followed all of the procedures to be able to get a refund for our holiday.
"Their customer service was bad and we couldn’t get through to them on email or phone."
Pollen said Mexico wasn't on the red list – but Sarah insists that it was.
The firm offered her a voucher, but Sarah said: "A voucher is unacceptable and nor would I trust this company again."
Pollen has been approached for comment.
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