Family in holiday refund fight after teen's shock diagnosis puts end to trip
It was supposed to be a special holiday to celebrate the end of the year.
But it could no longer go ahead for 13-year-old Ella Hafda after she was diagnosed with cancer two weeks ago.
The teenager is too sick to travel, yet the company her family booked through won't refund the cost of the trip.
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Ella Hafda was diagnosed with leukemia just weeks ago. Nine
Mum Rima Hafda said the leukemia diagnosis blindsided the tight-knit family.
"You'd never think of cancer. She just was lethargic, a bit yellow in the face and next thing you know she's been diagnosed with Leukemia," Rima said.
"I have to accept it. I'm not gonna sit here and be sad. I'm still me as a person, I'm not going to let it take over me," Ella said.
After the initial shock of the diagnosis, Rima realised the family could no longer take their much-wanted Gold Coast holiday, with Ella needing to start chemotherapy immediately.
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Mum Rima said the money she spent on the holiday would do wonders for the family of five. Nine
"As soon as I knew what happened I rang Holiday Holiday and spoke to their manager and she said, 'Look, there's nothing we can do, it's a policy'," Rima said.
"I provided them with a doctor's letter just stating what's happened and she still said no.
Rima had booked four nights away on the Gold Coast through Holiday Holiday, a platform that offers serviced apartments.
Despite sending the company doctors letters stating Ella is too sick to travel, Rima said Holiday Holiday refused a refund or even a credit note for later use.
"I actually said to her, 'I'm in the room, my daughter's getting her first treatment of chemo' and she still did not care and she said, 'Well I know it's a bad time for you, but it's going to be an even worse time for you'," Rima said.
Rima put a review on Google, upset over the lack of compassion.
Dissatisfied with the company's attitude toward her family's situation, Rima took to Google. Nine
She claims a Holiday Holiday worker then said the business would be taking legal action if Rima didn't take the review down.
As a single mum of four girls, Rima said the $2000 refund would make a world of difference right now.
"It's definitely not easy, I don't know how I make it every week, but I do," Rima said.
"I've quit work and that $2000 would mean a lot," she said.
Her message to the holiday apartment service was simple.
"Have a heart, have some soul you know show some sort of compassion, anything."
In the family's corner is two-time world champion boxer Billy Dib, who knows what it takes to beat cancer.
After he was diagnosed with Non-Hodgkin's Lymphoma, Billy Dib documented his experience online. Nine
Billy was in the fight for his own life just last year when he was diagnosed with Non-Hodgkin's Lymphoma.
Now in remission, he's championing other patients through their battles.
When Ella was diagnosed, her mum Rima reached out to Billy for help.
"He's been absolutely amazing. Billy's really, really helped Ella through the process and I've I don't know what I would do," Rima said.
He too tried to contact Holiday Holiday on the family's behalf.
"I contacted Holiday Holiday yesterday and basically said 'Look a relative of mine is not well and has got Leukemia and you guys have pretty much said 'Yeah, you're going to lose your money''," Billy said.
Billy said it was his calling to help other cancer sufferers going through a tough time. Nine
"I took it really hard and I just felt like this was my opportunity to be there for Ella and for her family and so I just said 'I'm all in, whatever you need just let me know'."
Ella's now just trying to forget the holiday that should have been.
Instead, she'll spend the next six months travelling to and from hospital, but it's a battle she's ready for.
"I can get through it, obviously I'm gonna have some bad days but that's just the way cancer goes, I can't do anything about it, I just need to be strong," Ella said.
A Current Affair sent Holiday Holiday multiple emails and messages through its website and social media channels but did not receive a response from the platform.
We also made multiple phone calls, with a staff member telling us they wouldn't talk about the issue over the phone.
Watch the full video in the player above.
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