Hi Warren
Thanks for drawing my attention to this thread...I've investigated what actually happened here and my colleague Bridget has replied...see below:
<<In this instance we feel very disappointed for John, He knows this. He booked to go in December on a ?very cheap Special Offer? price. Clearly the price reflects the time of year and the owners wanted to encourage winter anglers. We could have kept the money, sent him to a frozen lake and he would have been even more disappointed! In fact I am sure that with some non Angling Lines venues this may have been allowed to happen. Instead, and because we try our best to be fair? we realised that the lake was very likely to be frozen, not just for a day or two, but more likely for the whole period - the forecast was very poor. So we offered money back or transfer to different dates and use the money paid as a deposit. The next time John wants to go is April, which is for the lakes very much ?Peak Season!? As John himself states the lake have invested heavily in new carp including 8 forties and a 50lb+, they need to recoup that money! They therefore stated they could not offer a reduction in April. If John had decided to go in Jan or Feb there would have been no problem at the same price. But to give that discount at peak time would in effect mean a significant loss of income for the lake. Bear in mind a lake is an expensive acquisition and their seaosn only effectively lasts six months of the year.
John was given the prices and the choice of what to do, then made his decision? and it was 'his' decision!
Despite what some people think? Angling Lines is not some huge multi-national corporation? it is run by a small team of people who actually care about what they do. We run I believe a superb service at the most reasonable price we can. The DVD?s, feedback, information, advice, backup and guarantees that we offer, mean that people are not left high & dry if something goes wrong. We take our responsibilities seriously? we do what we can, when we can and we above all want happy customers. Our reputation is very important to us. However, we have no control over the weather, ferry strikes, or other acts of God. If someone cancels and we refill the week we will endeavour to refund whatever we can. Clearly though if there is a cost that can?t be recouped i.e. ferry cancellation charges, this has to be taken into account. We are genuinely sorry that John feels we?ve not done our best for him? but I assure you all that we have. What?s more, I am sure he actually knows this.
Bridget>>
Regards
Gareth