Consumer
Terrible customer service so far.
Terrible customer service so far. I booked a skydive as a gift and, within ten minutes of completing the booking and payment, realised the person it was for exceeded the weight limit. It was an honest mistake on my part. Around 20 minutes after booking, I emailed to explain the situation and request a refund. I was told I would only receive a partial refund, with a £50 deposit being retained. I disputed this and asked for the circumstances to be considered, but all I received were emails stating that the matter had been escalated, followed by another email confirming the partial refund and asking how I would like to receive it. There was no meaningful discussion or consideration of the context. I have also spoken to the team by phone and requested that some discretion be applied, but I feel like I am hitting a brick wall. The booking was made weeks in advance, so no skydive slot has been lost or prevented from being sold to someone else. Given that the cancellation was requested within 15 minutes of booking, I find it difficult to understand how retaining £50 can be justified. Very disappointing experience and customer service.