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Original poster

Holiday refunds - what's the answer?

52 replies

KitKat1985 · 22/04/2020 08:36

www.msn.com/en-gb/news/coronavirus/all-big-uk-airlines-and-travel-firms-denying-refunds-which-finds/ar-BB131auQ?ocid=msedgdhp

So it seems that pretty much every UK airline / travel company aren't doing refunds for cancelled holidays, much to the frustration of customers and against UK travel law. We've already had this with a company who we had a UK Easter break with (we were allowed to move our booking, but no refund available), and we also have flights booked for a holiday to Spain in the summer which it's looking increasingly likely we may not be able to go on, and the company concerned is only basically offering a credit note for the flights rather than refunds. Me and DH are both relatively lucky that we're both NHS staff so are both still working etc so not desperate for the money back, but I can appreciate it must be very upsetting if you are self-employed and have no income, or furloughed etc, and you can't get a refund worth hundreds or thousands of pounds for a holiday you can no longer take, and certainly can no longer afford. However even though we don't massively need the money back urgently, I am worried that we could lose our money if the firms we've booked with go bust, so if I'm honest would have also rather had a refund. But, I'm massively aware that if travel companies / airlines have to refund everyone who isn't able to take their holidays it'll probably cause the firms to go under and that'll cause mass job losses, and huge disruption to the travel industry for the long term. It doesn't feel like there's any easy answers here. Maybe the companies should offer a part refund / part credit note as a compromise? Or is there no reasonable compromise and holidaymakers should just take the potential hit to keep the industry going?

OP posts:

Fredthedoggie · 22/04/2020 08:54

That is rubbish. I have had over 20 refunds so far

Wait until the flight is cancelled. Request a refund. Simple, it may take some time but the refund will arrive. If not you can claim on insurance or do a credit card charge back (but unlikely to be needed)

Read better news sources. An unnamed spokesman for airlines on a clickbait site.

Fredthedoggie · 22/04/2020 08:59

Moneysaving Expert has good advice

For BA there is a great forum on Flyertalk and BA have attached a dedicated representative BARefundHelper.

Similar advice on Flyertalk for all major commercial airlines worldwide.

AnyFucker · 22/04/2020 09:04

Duchessofealing · 22/04/2020 09:08

BA cancelled my flights, I called just before they opened on Monday morning (2 mins to 8am), they picked up immediately after the options are gone through and no problem at all with getting it refunded to my card, I’ve had email confirmation it will be with me in 14 days. You can get a refund you just need to call (this is flights only in my case).

Lampan · 22/04/2020 09:14

I had a holiday booked and flights there and back on different airlines booked separately. The holiday was cancelled by the tour company before lockdown even began and I got a full refund very quickly. Ryanair cancelled my flight 2 weeks before the day and sent very simple instructions on how to apply for my refund. EasyJet have said I can transfer my flight to a different time and place but as the flight has not yet technically been cancelled, I expect I will be able to ask for a refund when they do cancel it.
I have to say I have been very pleasantly surprised with how easy it has all been and the fact that I haven’t even had to rely on travel insurance to get my money back. Even if I can’t get a refund for the EasyJet flight, it could have been worse as I expected to lose a lot more money.

Original poster

KitKat1985 · 22/04/2020 09:27

Well, I can say Hoseasons definitely aren't offering refunds on our UK break even though they cancelled on us, and I spoke to them directly to ask. We were told we could change dates and that was it. And our flights this summer are with Easyjet. From what I've been told by Travel Republic (who we booked with) they will pass on whatever offer it is that the airline are offering, but nothing additional. So in our case Easyjet are offering to change our flights, but no mention of refunds. My brother and sister-in-law had a holiday booked with TUI in May which has been cancelled, and they also have only offered to re-book at a later date, rather than give a refund, so this is happening for a lot of people. I'm pleased to hear some of you have managed to get them though, but I don't think it's been easy for everyone.

OP posts:

Ginisatonic · 22/04/2020 09:36

@Fredthedoggie the story is not rubbish.
Are you saying you had 20 different trips cancelled and refunded since lockdown started?
Anyway I’m waiting for a refund of £6500. Still waiting.

Fredthedoggie · 22/04/2020 09:47

Well, I can say Hoseasons definitely aren't offering refunds on our UK break even though they cancelled on us, and I spoke to them directly to ask.

Where were you flying with hoseasons?

Fredthedoggie · 22/04/2020 09:48

Are you saying you had 20 different trips cancelled and refunded since lockdown started?Anyway I’m waiting for a refund of £6500. Still waiting.

Yes- at least 20.

What airline is it you are waiting for?

Fredthedoggie · 22/04/2020 09:50

our flights this summer are with Easyjet.

Have the flights been cancelled yet by Easyjet. If yes you are eligible for a full refund.

If no then wait until they are cancelled and you will be eligible for a full refund.

It is that simple.

Ginisatonic · 22/04/2020 09:51

@fredthedoggie 20? ok then.
It’s a tour operator.

Fredthedoggie · 22/04/2020 09:51

My brother and sister-in-law had a holiday booked with TUI in May which has been cancelled, and they also have only offered to re-book at a later date, rather than give a refund, so this is happening for a lot of people.

They need to specifically ask for a refund. If that is denied (and it shouldn't be) then go through credit card for a chargeback or travel insurance.

Some companies may be encouraging people to accept a voucher or a later holiday but you are entitled to a refund if it is cancelled.

Original poster

KitKat1985 · 22/04/2020 09:52

@Fredthedoggie No it was a UK break, as I said in my OP. So no flights involved, but definitely still a holiday booking.

I'm not sure why you are so insistent that because you have managed to get refunds, it's obviously absolutely untrue that everyone else in the country hasn't been able to.

OP posts:

ANoiseAnnoys · 22/04/2020 09:54

We’ve had this but with a uk trip. They won’t pay us the money back but said we can move the date when the booking system is up and running again. The problem is we have no idea when that’s going to be and also all the people who this has happened to are going to be clamouring to re-book for next year, most of them for the school holidays. I’ve no idea when we will actually get to go!

Fredthedoggie · 22/04/2020 09:55

20? ok then

Are you calling me a liar?
As an example I took over 100 flights last year. I have 23 in July alone this year booked.

I have had cancelled so far:
Rome rugby- 4 flights
Weekend in Europe- 4 flights
Trip to USA- 6 flights
Weekend in Europe early May- 4 flights
Week in Europe late May - 4 flights

That is from March to May. So actually 22 flights.
Probably had over 30 hotel cancellations- all refunded except Sofitel and non cancellable bookings not charged.
3 car hire refunded by avis etc etc

Ginisatonic · 22/04/2020 09:56

@Fredthedoggie If only people had thought to ask for a refund. Oh wait…

Fredthedoggie · 22/04/2020 09:57

I'm not sure why you are so insistent that because you have managed to get refunds, it's obviously absolutely untrue that everyone else in the country hasn't been able to.

If people understand their statutory rights and wait until the flight are cancelled they are eligible for a refund. If that is denied (and it post likely wont be) then go through credit card or travel insurance.

If people follow the correct process at the correct time they will get refunds.

Ginisatonic · 22/04/2020 09:57

I asked if you had 20 different trips cancelled. Sounds like five to me.

Fredthedoggie · 22/04/2020 09:58

If only people had thought to ask for a refund. Oh wait

Then you need to get the refusal to refund in writing or the date/time of th refusal and do a chargeback or go to your insurance.

Have you done that?

Ginisatonic · 22/04/2020 09:58

And it’s not true to say that if people follow the correct process at the correct time they will get a refund.
Or are you calling me a liar?

ANoiseAnnoys · 22/04/2020 10:01

Can anyone advise on how to get a refund from a hotel booking which has been cancelled? My dh emailed them to ask for a refund about a month ago but they just told us we can re-book when they are open again. I’d rather have the money back though.

ChipsAreLife · 22/04/2020 10:02

We booked an Easter break with a UK company. They initially told us we would have to rebook for this year or lose the money.

We spoke to our insurers who said by law they have to offer a refund or the option to rebook in two years. We went back to the holiday company who finally agreed on the refund.

They are all trying to keep as much income as possible which is understandable but for us we don't know when we can get away again/ we are both self employed and have a baby coming in September

Fredthedoggie · 22/04/2020 10:02

I asked if you had 20 different trips cancelled. Sounds like five to me.

Different bookings and airlines- not all booked at the same time. Each flight was cancelled individually with the exception of 1.

Rome rugby- 4 flights- 5 different bookings across DH and I.

Weekend in Europe- 4 flights- 2 bookings
Trip to USA- 6 flights- 3 bookings
Weekend in Europe early May- 4 flights 5 bookings across DH and I.
Week in Europe late May - 4 flights- 2 bookings

So actually it is 20 different bookings.

My DH had had even more cancelled.

Fredthedoggie · 22/04/2020 10:03

Was the hotel closed?
Is it a chain?

Ginisatonic · 22/04/2020 10:03

@Fredthedoggie
Sorry you’re just talking shit now. Glad you’ve got your refunds but please don’t assume the rest of us are lying.
And can you just clarify it’s not 20 trips. It’s 5.

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