What to do if you've been affected by the XL collapse

poppys*mama_2

bowlesbargain wrote: »

Dear all

I sent off the papers to the CAA the Saturday after XL went bust. I sent it by recorded delivery but all that tells me that it was delivered to the sorting office. has anyone had any reply from the CAA do they send you anything. I am aware that it could take months but i just want to make sure they have recieved the paperwork. Can anyone help!!!

Thanks

Not sure if it helps, but I have not heard anything either
Like you, I sent all the forms etc off to CAA on the Saturday(day after the collapse) and I sent by Special Delivery. Royal Mails website says it was delivered by 9am on the following tuesday but i've heard absoutely nothing at all!!

TJI_3

poppys*mama wrote: »

Not sure if it helps, but I have not heard anything either
Like you, I sent all the forms etc off to CAA on the Saturday(day after the collapse) and I sent by Special Delivery. Royal Mails website says it was delivered by 9am on the following tuesday but i've heard absoutely nothing at all!!

I also sent my documents off on Saturday 20th of September confirmed delivery, but have heard absolutely nothing. Does anyone know if there is a phone number I can call to chase this up?

bagand96

I also sent my documents off on Saturday 20th of September confirmed delivery, but have heard absolutely nothing. Does anyone know if there is a phone number I can call to chase this up?

There is a phone number on the CAA Claim form you could try. Do bear in mind that it was estimated XL had 200,000 forward bookings; it is going to be a very lengthy process for the CAA, and to be honest I wouldn't be expecting any money for a number of weeks yet, if not in 2009....

Scudlink

ATOL are asking people to refrain from contacting the claims unit as it will probably slow down the whole refund process.

From_ATOL_website wrote:

Customers who have made a claim
All claims submitted will be acknowledged in writing and a claim number issued to you. However, due to the very high number of claims, it will take a number of weeks to carry this out. Please be patient while this process takes place. It would be helpful if customers would refrain from telephoning or e-mailing the CAA or the Claims Unit as this will divert our resources.

From_ATOL_website wrote:

The CAA estimates over 200,000 people with forward bookings will be affected by the XL Leisure Group failure. We therefore ask claimants to be patient while the CAA puts into place arrangements for processing these claims and make refunds. This will take some weeks. It would be helpful if customers could refrain from telephoning or e-mailing the Claims Unit while these arrangements are made. Instead they should wait for an acknowledgement of their claim and a claim reference number.

poppys*mama_2

Scudlink wrote: »

ATOL are asking people to refrain from contacting the claims unit as it will probably slow down the whole refund process.



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Thanks, thats kind of what i'd heard/read too. I wasnt expecting to get any money back till next year so that just confirms it.;)

flyaway

That is why I was told to try and claim back through credit card company. But they are giving me the runaround. But it should be a bit quicker then ATOL.

ricwig69

After submitting the claim form 3 weeks ago, my credit card (Barclaycard) refunded the money I paid to Kosmar this morning. It took a bit of patience, mind, as I was literally unable to speak to anyone who knew what I was talking about. Apparently their call-centre is in Mumbai, and they adamantly would/could not give me a UK number, just told me one different story after another and then usually cut me off whilst 'transferring' me.

I eventually got through to someone, using one of the many numbers I found on the saynoto0870 website, and insisted that she take me through the procedure for complaining to the Financial Ombudsman. Within 3 hours I was called back and assured that the money would be refunded to my card on the next working day - which it was.

As always - polite, but firm, insistence; and just refuse to hang up!

flyaway

Well done for getting a refund. I'm in the same position of trying to get my money back from the credit card company who say I have to get a refund from the travel agent who say I have to get a refund from ATOL. I have posted on the credit card forum and have received some useful advice. Also, Martin's advice (top of this section re XL) says that the credit card company is responsible under the Consumer Credit Act 1974 Section 75 and that there is no "first point of call", you are choosing to claim from it and that is an acceptable decision.

I'm waiting to get a response from the travel agent, who I wrote to yesterday, to see if they will give a refund or not. If not, I will have to chase up the credit card company again quoting the CC Act 1974 Sec 75 once again.

It looks like you managed to do it all on the phone. I wish I had such luck.

Have a great holiday.

Goody51

Hi. I am posting this in the hope that someone has some advice for us. We booked our holiday via a teletext holiday company (Holidayclick) and they booked our flights via Freedom and our hotel via Grand Tours thus resulting in a "package".

When XL went bust we were told we would get our flights refunded (thankfully) but told our accommodation could not be refunded as it was a package so we had to book new flights or lose our hotel money. We said we would book new flights. The flights they offered us (on another call) were far too expensive and they then said we could cancel our accommodation (mixed messages) but we told them we had seen easyjet flights for less than they were offering us flights. They recommended we book them and that would be the end of it. Holiday sorted.

Today, 2 days before we are due to travel Holidayclick called us to say unless we paid them £150 extra they would cancel our hotel booking. Apparently this is because we no longer have a "package" through them. Nowhere along the line did anyone say to us we would have to pay more and considering they recommended we book new flights we thought this would all be fine and not affect our holiday.

We have had to pay them the money, after much debate, otherwise they said they would cancel the hotel because "they would not pay us to go on holiday"!! We explained it was a mistake their end so should we really pay for it? Any advice gratefully received.

On another note we phoned them at the weekend to see if we needed to do anything re the refund from ATOL and they said we should be sending off paperwork, it was our responsibility. Today I questioned this and they said they had done it. Again mixed messages.

Thanks in advance!

JOHNSTON24

I sent off a letter to my credit card company for a refund for the flights booked direct through XL and quoted section 75. I received a call from MBNA the other day advising me that my refund would not be dealt with until after the service date (the date I was due to fly) which is not until 14th June next year as XL are only in administration and not liquidation.