Bott and Co recovered £17,800 in compensation from Thomson Holidays for the Khan family after they were all struck down with an illness during their two-week stay in Egypt.
On 15th May 2015, Mr and Mrs Khan decided to take their four children on a two-week holiday to Hurghada, Egypt. It was a special trip as it was their youngest child’s first time on holiday.
The family had purchased a package holiday that included flights from Manchester to Hurghada, transfers from the airport to the hotel and the accommodation itself at the Jaz Aquamarine hotel.
The total cost of the holiday was £4,800.
Within a couple of days the family fell ill after eating and drinking within the hotel. “My little one got poorly first and I presumed it was due to his immune system being so low as he was only two at the time. As soon as he got ill it was only one or two days after that we all fell ill.” Mrs Khan explained.
“We chose this specific hotel because it was a 5 star so we thought it would be of a high standard. Thomson also stated on their website that they even use mineral water for ice cubes. It was these little things that reassured us that we would be fine.
“I was happy to pay more so that we could all enjoy ourselves and not worry about not being able to eat the salad or not being able to have drinks with ice because there was a chance we could get ill.”
We were there for two weeks and didn’t leave the hotel once because we were all so poorly.
Mrs Khan told Bott and Co that the garden and the pool areas were absolutely immaculate, but the basic cleanliness was absolutely dire. “It might look good on the face of it, but the things that can actually make you ill were just neglected.
“The hotel is based on Thomson’s opinion and you rely on their description of the hotel to be 5 star, but don’t rate it that high if the cleanliness isn’t up to standard that people from the West would expect.”
The family never got to fully enjoy the holiday
“My two year old at the time was always up in the night. He wasn’t toilet trained so I had to change his nappies and I had to change the bed sheets every single day. It was horrendous. He couldn’t even go in the pool in case he had accident. It was such a shame.
“My husband or I would have to go get some food and bring it back to the room for my children, but even then all they would eat is tomato pasta and chips.”
Mrs Khan told us that the tables were never clean; they had to call someone over to reset the table for them. The family never used the hotel toilets because they were absolutely disgusting.
“The baby changing facility was just filthy and I ended up speaking to the manager about it because it was so bad. There were never any paper towels either.”
Searching for compensation for holiday illness
“It wasn’t about the money element; it’s about the loss of enjoyment out of the holiday experience. I work, I study, and I have four kids. A two-week break out of 52 weeks in a year is a massive deal for us. It’s a time we have to relax and get out of that rat race you know you’ll be going back home to.
“These holiday companies charge an awful lot of money and so you have a high expectation. This time is was just awful.”
Mrs Khan contacted Bott and Co while she was in the hotel and explained what had happened and where she was to see if she was entitled to compensation.
“The service from Bott and Co has been fantastic. For the majority of the time I’ve been speaking to Laurence and Rebecca and they’ve just been so good. I can’t fault them at all. I’d recommend Bott and Co to anybody.”