BEFORE MAKING A COMPLAINT ABOUT YOUR TANDEM SKYDIVE COULD WE PLEASE ASK THAT YOU READ THE FOLLOWING PARAGRAPHS.
Nearly all the complaints we receive stem from customers booking jumps without first properly reading our terms and conditions, or understanding that skydiving is an all-day weather dependant activity which may require them to attend up to eight times over the agreed twelve-month contract period. They then feel aggrieved when events already identified within the terms occur, and thus accusations of us treating them unfairly, moving goal posts, being rude, etc. begin.
Could we respectfully ask you therefore to again read the Terms and Conditions you agreed to when you first made your booking as they identify exactly what was agreed between us at the start of our contract and are designed to be referred back to whenever disputes arise.
We also fully appreciate the frustrations weather related issues can create which is why, in attempt to be fully transparent and upfront with customers before they book, we ask you to read, if you haven’t already done so, the document entitled Tandem Jump Times and Orders a link for which is also provided at Clause 15
The overall principles of our contract, which all stem from clause (2) A, are that….
- Irrespective of the weather, and in return for the money paid, we agree to provide everything required to permit you the opportunity to make a tandem parachute descent in accordance with UK Civil Aviation Authority regulations over a period of twelve months from your first booking date – which is automatically extended by at least two months in the case aircraft breakdown or airfield closure etc (as agreed at clause 28).
- In return for providing these services you agree to attend on least eight times over this period (reference clause 24).
- If you have attended eight time or more over this period but still haven’t managed to complete your jump you will be entitled to receive a full refund of your jump fee in accordance with clause 32.
We hope this now gives you a better understanding of what you have signed up for and demonstrates that our contractual terms are indeed fair – taking into account that skydiving is a weather dependant activity for which we have no control. Please also see letter from our solicitors’ who compiled the terms to be fair and lawful on both parties.
The terms also allow you to cancel your booking at any time during the validity period of your ticket, or up to three months thereafter, in accordance with clause 33 or attend our Residential Course in accordance with clauses 34 or 35 – noting that in these circumstances, as well as those detailed at clause 37, the law allows us to make an administration charge to cover our costs. A diagram further explaining this can be found on the contract-timeline page.
With this in mind, our accounts, supplier invoices, manifest records and bank statements show that it costs approximately £4600 each day we plan to operate (irrespective of the weather and aircraft costs) shared between an average of 23 new bookings. We therefore consider our £165 administration charge to be a more than fair estimation of the costs we incur on first booking dates alone and is reduced so it can be applied across our full price range.
You are of course welcome to challenge this in accordance with Clause 46 if you so wish.
Please also be assured that if we are in breach of contract at any time, we shall be happy to accept full responsibility, apologise, and refund your money in full. Similarly, we hope you will show us the same courtesy.
With this in mind, if you think we have breached our contract then please email email@example.com detailing…
- The date and time of your alleged breach of contract.
- A description of the incident.
- What you would like us to do to put it right?
We will then investigate your allegations and get back to you with our answer within 72 hours.
Thank you for taking the time to read this.