A family has accused Sykes Holiday Cottages of showing a lack of compassion after the firm refused to amend a booking following the death of a key contact, insisting on a death certificate that was unavailable at the time.
The dispute centers on a February trip arranged for eleven people to celebrate a mother’s eightieth birthday. The total cost of £2,400 was covered by the customer’s eighty-seven-year-old father, although the reservation was formally made by his son-in-law.
Tragedy struck in January when the son-in-law received a diagnosis of aggressive lymphoma. He passed away just ten days before the scheduled holiday. While the remaining members of the group, including the father, intended to proceed with the trip, Sykes required official documentation to transfer the booking.
The father informed the company of the death, noting that his son-in-law had been the primary point of contact for the reservation. However, the firm maintained its stance on the paperwork, leaving the family to navigate the cancellation and refund process during a period of grief.
Rules are rules, but surely common sense applies? This poor family needed flexibility, not bureaucracy.
How long does it actually take to get a death certificate? This feels like an impossible barrier to overcome.
I’m stunned by the rigidity here. Surely there’s a standard compassion clause for bereavement cases?
Absolutely disgraceful. Demanding a death certificate while people are grieving shows zero empathy from this company.