Read Small Print, Blind Woman Told; BOOKING: Couple's Holiday Hell Made Worse by Customer Services Worker

Coventry Evening Telegraph (England), July 20, 2009 | Go to article overview

Read Small Print, Blind Woman Told; BOOKING: Couple's Holiday Hell Made Worse by Customer Services Worker


Byline: Cara Simpson

A WOMAN who is registered blind who stood to lose more than pounds 2,000 when she was unable to go on a dream holiday was staggered to be told by a customer service adviser to read the small print.

Leigh Kelly, of Exhall, had booked a holiday to Cape Verde, off the West Coast of Africa, with Thompson's sister company Portland. But when she broke her foot and doctors said she wouldn't be able to travel, she found someone else to take their tickets - only to be told it was too late to change the names.

A customer services worker, who was already told that Leigh, 55, was blind, said she'd missed the 14-day deadline - and should have read the small print.

Leigh, who suffers from the condition retinal pigmentosa and is chair of the Coventry and District branch of the British Retinitis Pigmentosa Society (BRPS), said: "All I got in response was that I should have read the terms and conditions, even though I'd told her before that I was blind.

"But even someone with 20-20 vision wouldn't have been able to read it.

"There's a lot of legal jargon and they include everything under the sun, so I said 'wouldn't it be good customer relations to at least identify the relevant details'.

"To me it was the thought of losing all that money that made me angry."

Leigh was due to fly with her husband Mark last Tuesday, but broke a bone in her foot a fortnight before their two-week holiday.

She had tripped on uneven ground while walking their dog with her husband, and after Xrays at George Eliot Hospital revealed she had broken her metatarsal, doctors said she would not be able to able to travel.

The Kellys hoped they would be able to defer their holiday, but were told by Portland staff that they weren't covered by insurance and would not be entitled to a refund either. …

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