I have now had a comprehensive reply from our office regarding your child's waiting list place for our mock test.
I am told that the underlying problem in your case is that you had forgotten that the place you had "booked" was actually only a waiting list place, and not a confirmed place for the test, although the status of your booking on our system has remained as "wait-listed" throughout.
The process for booking a waiting list place is outlined on our bookings page as follows:
***NEW WAITING LIST FEATURE***
Due to overwhelming demand for the 'fully booked' mocks, you can now purchase a 'wait list' place. If we receive sufficient wait listed bookings for a particular mock, we may be able to increase the session size or arrange an alternative sitting. If your 'wait list' place is confirmed you will be notified by email. If we have not confirmed your place by the date of the mock exam, then a full refund will be issued. Alternatively, you are able to cancel your wait list place at any time and request a full refund. However, once your wait list place is confirmed by us, any amendment or cancellation is subject to the usual booking terms.
The crucial sentence is this one: If your 'wait list' place is confirmed you will be notified by email.
As we were unable to offer a place for your child, we did not send you a confirmation email. I understand you feel that you should have been notified in good time (even weeks ahead) that a place could not be offered. However, wait list places can come up until only hours before the test, so we do not send emails in advance to say that a place cannot
be offered, only emails to say that a place can
If a place does not come up, a full refund is then processed after the test date has passed, and that is being done for you according to our normal procedure.
We recently changed the booking system to allow parents to access and print all their booked tickets for mock tests at their convenience, rather than waiting for tickets to be emailed to them. That proved to be popular with parents and has not, until now, caused any problems. This is why you were able to view and print a ticket for the test, even though your booking was only "wait listed".
When we called you on Saturday evening to discuss your complaint, I understand all of this was explained to you. In the light of what had happened, we then immediately asked our Programmer to disable the "print ticket facility" in case anyone else should have the same issue. It was certainly not an attempt to "sanitise" your situation. We hope to reintroduce the facility once it has been refined to allow only those with confirmed bookings to print tickets.
I understand that you have been assured that customers with wait-listed bookings are given priority for any additional GL test sessions that we may arrange to meet demand.
I hope this answers your query in full, but please do let me know if I can be of any further assistance.