I booked two tickets to see a play, The Pillowman, in the West End of London on the evening of 19 July, travelling from Manchester and staying overnight in the capital.
For the first time, I took out ticket insurance, paying Secure My Booking £7 through the ATG website.
Days later, a train strike was announced for 20 July – the day I had booked to go home, as the last train to Manchester leaves before I could get there on the day of the performance. As a result, I had to cancel my trains and hotel.
But Secure My Booking will not refund me, on the basis that there is no train travel disruption on the day of the performance.
What is the point of this insurance, especially as it is advertised as containing a strikes clause? Can you help Secure My Booking to see sense and refund my £140?
JS, Manchester
What a pedantic stance from Secure My Booking, which promises a full refund if you cannot attend for reasons beyond your control, including strikes.
The fact that the strike has to be on the day of the performance is, in my view, somewhat hidden in the terms and conditions – missing the point that lots of people have to travel overnight when they attend such events, and will find themselves in your shoes.
I called Secure My Booking to ask about your claim, and, despite a promise to respond, no call has materialised. A follow-up email has similarly been ignored.
However, it obviously prompted some action behind the scenes as, a few days later, you received a call from ATG and you have been refunded £140.
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