A consumer has alleged that the tour firm Navig8 Tours failed to book essential travel arrangements for a planned trip to Disneyland Paris, leading to financial loss and significant distress.
The consumer, identified as S.C. from Edinburgh, booked a holiday for herself and her niece in October for a May 2026 trip, intended as a post-exam treat. Navig8 Tours, found online and advertising itself as a specialist in trips to Disneyland Paris, provided confirmation emails and requested payments totaling £1,063 via bank transfer in installments over several months. Initially, a £20 deposit was paid to a Lloyds account, followed by five monthly installments of £209.
Shortly before the planned departure, when attempting to check in for flights, the provided details proved invalid. Contact with the airlines, Air France and EasyJet, revealed no flights were booked under their names, and the intended hotel also had no reservation. Subsequent attempts to contact Navig8 Tours via phone and email were met with silence, and the company was later listed as 'dissolved' on Companies House.
When S.C. contacted her bank, Bank of Scotland, for assistance, she was informed that no refund could be issued as the payment was made by bank transfer, not a debit card. This method of payment, while sometimes legitimate for private rentals, is also frequently used by scammers due to the reduced consumer protections compared to card payments, according to consumer expert Helen Crane.
Navig8 Tours, in communication after S.C. expressed her concerns, stated that the bookings had not been "fully processed or confirmed by suppliers" and that a refund was pending the return of funds from suppliers. During the period leading up to the original travel date, S.C. sent multiple messages to the company requesting either the bookings be finalized or a refund, but received no resolution. She ultimately had to book an alternative holiday, incurring an additional £500 expense.
Following S.C.'s engagement with Helen Crane of This is Money, the case was pursued through her bank. Bank of Scotland initiated an investigation and placed a temporary freeze on Navig8's account with Lloyds, the parent company. Navig8 then contacted S.C., urging her to withdraw the bank complaint to unfreeze its accounts for a refund. S.C. refused, seeking accountability and to prevent others from experiencing similar issues.
Bank of Scotland eventually acknowledged an initial error in rejecting the claim and issued a full refund of £1,063 to S.C. under rules set by the Payment Systems Regulator, which protect consumers from scams up to £85,000. Navig8 Tours also reportedly issued the £1,063 refund from a separate account during the bank's investigation.
A representative for Navig8 Tours attributed the booking failures to a "clerical error" and the departure of a responsible staff member. The company noted that the refund was processed prior to the request for comment and claimed that the bank's action had delayed their ability to refund S.C. earlier. Navig8 stated that the subsequent refund proved it was not operating a purchase scam. Regarding other customer complaints of receiving used theme park tickets, the company cited an administrative error by a new employee and stated compensation was provided.
Navig8's website has since been updated to state that it no longer sells travel components directly but instead links to other booking websites. The company has also ceased activity on its social media accounts since January 1. Despite the difficulties, S.C. and her niece were able to take a holiday to Disneyland Paris.