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Zoom Airlines is in administration: How to get your money back

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  • leaulvk wrote: »
    I contacted Egg Visa the day after our Zoom flight was supposed to fly and opened a case with their disputes team to try to recover the cost of the tickets. Yesterday I received a letter from Egg Visa asking for various bits of documentation to support my claim. For the most part this was what I would have expected. However there were 2 things in the letter that surprised me.
    1. The cover letter had a paragraph as follows : "Please note that banks only have a limited period of time from the date of a transaction in which to dispute purchases with a retailer. If I haven't received all of the information from you within 10 days of the date of this letter, I'll assume you no longer want to pursue this matter and the case will be closed."
      Is this time restriction normal? More importantly, is it legal for them to impose such a restriction? Note that the date on the top of the letter was 9-September (Wednesday) so 10 days from the Wednesday would encompass 2 weekends.
    2. The letter also included a declarations form which I was asked to sign. One of the declarations that I am asked to sign for is as follows : "I confirm that I've attempted to resolve this claim directly with the retailer or with the retailer's liquidator but have had no success."
      I have emailed the liquidator but have received no reply to date. It seems unlikely that I could possibly get any kind of resolution from the liquidator in the 10 days they've given me to complete the form and send it back to Egg. I also have no idea how I'd even go about claiming against the liquidator!
    Interested to know if anyone else has had a similar experience with their credit card companies and for any legal beagles out there, whether their 10 day time limit can be enforced?

    Thanks to all. This forum has been very educating!
    Have you received any advice regarding this matter, or have you found any further information yourself which has helped you progress the matter further. My neighbour is in a similar dispute with Barclaycard and is struggling to get her rightful money back. Looks like disgraceful behaviour from the credit card companies when it is so obvious that Zoom have gone bust.
  • Has anyone managed to actually get their money back on chargeback?

    If so could they please give a breakdown of the steps involved as I am in a position that my partner and I were due to fly back from canada in July 2009 having bought a return ticket in July 2008 from the UK on my Debit card.
    I have contacted my Bank (Bank of Scotland) and asked for a chargeback but when I chased it up recently I was told that I would hear when they had reached a decision and no timescales could be given.

    This is not accetable but what can I do now?

    Has anyone got a letter template that quotes any legal references to force the bank into paying up?

    Great news, have now received a full refund from Bank of Scotland on the chargeback scheme, effectively had a free flight out although obviously the return flight has cost me more than the original but still a good outcome from a bad situation. Hope this gives hope to anyone else in this position!
  • Has anyone received a credit from HSBC Mastercard or HSBC Premium Mastercard for the cost of the original Zoom tickets and the increased fare on tickets re-booked on other airlines? For flights yet to be taken?

    I am having great diffuculty getting this resolved and would appreciate any advice I can get from HSBC Mastercard customers who have been successful!

    Thanks so much.
  • zarjaz_2
    zarjaz_2 Posts: 73 Forumite
    I am still getting the runaround from MBNA. Despite writing 4 times, and providing them with proof that Zoom Airlines (Canada) is in bankruptcy, they are ignoring my claim for immediate refund. They have sent me the same "template" letter twice now, stating that my account will be credited on 17th December - the date of my flight out to Canada. This is now only 6 weeks away, and I'm so fed up with calling and writing that I'll probably just wait it out. I guess this is what they hope people will do.

    I have thought of claiming for the time and money it's taking me to get my cash back from them, but that's probably a waste of time too.

    Has anyone tried using the legal cover that often comes with home insurance? I've not, although might give them a call.
  • Zarjaz, at least they have told you you are getting a refund. I haven't even got that much out of HSBC Mastercard.

    Have you also made a claim for any increased costs associated with re-booked flights?
  • I flew to Vancouver with Zoom in August and they went bust while I was there. I rang the Halifax Mastercard helpline which was a call centre in India and they had no idea, and said to buy ticket home and sort out on my return.

    I bought the cheapest ticket I could find which was with Air Canada but it still cost nearly as much as the return ticket had been with Zoom.

    I wrote when I got back quoting Section 75 etc and heard nothing for ages. Just today Halifax Mastercard have written to me saying they have credited me for half my Zoom flight, but that as far as the Air Canada ticket goes their Consumer Guidance Team will be contacting me shortly.

    Has anyone had their proper refund from Halifax Mastercard? Should I wait and see what their Consumer Guidance team say, or should I write again????
  • ethelm wrote: »
    Zarjaz, at least they have told you you are getting a refund. I haven't even got that much out of HSBC Mastercard.

    Have you also made a claim for any increased costs associated with re-booked flights?

    Well, actually, I didn't have to. I managed to find alternative flights, going out 2 days earlier, and back on the original date. We now have to fly from Glasgow to Heathrow then on to Calgary, rather than direct Glasgow-Calgary. However, the new flights, including BMI to/from London, is £105 cheaper than on Zoom!

    I should also add that i have now sent a formal complaint to the Financial Services Ombudsman, and received a reply saying that they are working through a high volume of mail - I bet! And, I made a complaint to MBNA Customer Advocate (their complaints dept), and got a letter saying they'd get back to me by 28th November...just 2 weeks or so before they said they'll refund my card anyway. Hardly seems worth the effort. But, I think I'm going to keep on at them for some compensation for all the time and effort involved in getting them to fulfil their obligations!
  • Zarjaz it must be a Glasgow MBNA thing, I am in Glasgow and I'm still getting the runaround from Zoom. I'm not due to go until July 09.
    Could you give me the address you have written to at the Financial Services Ombudsman
    Thanks
  • I got a formal response from the FSO today. They have written to MBNA on my behalf, and say that I should get a reply back within 8 weeks! By then MBNA will have refunded my payment anyway, as we were due to fly in mid Dec.

    Not sure what you mean about getting the runaround from Zoom, as they are no- more. This thread identifies why you need to consult, which depends on if your're flying to Canada (Zoom Canada Inc) or elesewhere (Zoom UK Ltd). There are different liquidators for each.

    The FOS is at: http://www.financial-ombudsman.org.uk/consumer/complaints.htm
  • Got a letter in yesterday from Lloydstsb duocard saying my money has been refunded. :j My flights were for July and I was slightly concerned they were going to wait till the due date of the flight had passed before refunding.

    The letter says

    This is to let you know we have returned the disputed transaction you queried to the retailer, and refunded the money back into your account.
    If the retailer comes back to us with more details, it could mean the payment has to go back on your card - but if this happens, of course we'll contact you again

    I don't really get what that means. Surely if Zoom are no longer trading then I am entitled to a full refund as I used my credit card.
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