Loveholidays – Package holiday

Loveholidays cancelled my £2,600 holiday while I was in hospital – refused reinstatement or refund

Complaint Body:
I booked an 8-person holiday to Hilltop Gardens, Paphos, Cyprus (20–27 August 2025) through Loveholidays, total cost £4,217.18. By 6 August I had paid £2,600, with a final balance of £1,600 due.

I became seriously unwell before the due date and was admitted to hospital from 11–13 August 2025. On 11 August, while I was admitted, Loveholidays cancelled the booking for “non-payment.”

On 12 August, the very next day after discharge, I called ready to pay the balance in full with medical proof. Loveholidays refused to reinstate the booking, rebook at the same price, or provide any refund.

I now have written confirmation from Jet2 that Loveholidays cancelled the flights (Booking Ref: 3WS2VB) and that Air Passenger Duty and other government taxes are refundable. Yet Loveholidays has not refunded these taxes, nor responded to my complaint emails.

This has left me £2,600 out of pocket, with no services received, affecting 8 travellers. Loveholidays has admitted publicly (via Trustpilot) that this was a “genuine medical emergency” but still offered no resolution.

Desired Outcome:
• Refund out of the £2,600 already paid, or at the very least
• Immediate refund of all unused government taxes and charges from the cancelled flights.

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