4 February 02

At the time of Mr Cloads booking we were upgrading our web site to allow faster bookings and subsequently a better service.

Unfortunately, we experienced a technical problem which resulted in Mr Cload's booking disappearing. This is a highly unusual issue which affected a tiny amount of customers as a result of our upgrade.

We offered, and have provided, a full refund to Mr Cload for the value of his "new" booking, we did this to ensure that our customer has not lost out financially.

We are sorry that Mr Cload does not feel satisfied with our resolution.