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

dragonade

Has anyone else been charged an administration fee by their holiday company to process their ATOL claim?
Have been charged £30 and am trying to query it...:mad:

bagand96

Elenitsa wrote: »

http://www.caa.co.uk/default.aspx?catid=1804

ATOL/CAA are now advising that all claims which had been paid or part paid by credit card should be claimed under section 75!!!


And I never even got a reference for my claim - I could have done this months ago! :mad:

That is not what they are saying on the site you link to. They are saying for booking made directly with an XL company (XL, Freedom Flights, TCD etc) payed by credit card, you should consult you're credit card. They have been saying that since the day XL failed, it was on the claim forms.

If you booked through a travel agent, you claim through ATOL regardless of how you paid.

Also, on a more general note :

As of week ending 16 January the CAA has received 43,000 claims and has paid out over £8M to customers that held advanced bookings with the XL Leisure Group’s four tour operators.

I know its frustrating, but 43,000 claims, is it ANY surprise its taking such time? ATOL has finite resources; and frustrating as it is, it won't happen overnight, XL was the biggest failure ever. Chasing them up by phone/email will only slow things down even more, as they'll be answering queries all day instead of getting through the claims. If you have a claim number, you are in the system. It is incredibly frustraing and not ideal but try and be patient

r18rws

Well said. It's a pian in the a$$ but they will get through the claims slowly but surely.

Its the CAA not some dodgy company

sniff100

I bought flights with "Airflghts.co", last yr. I was booked on a FREEDOM FLIGHT.so didnt get to travel.These were paid for on credit card. I have contacted AIRFLIGHTS who were supposed to be sending me a claims form. This has not arrived so I contacted ATOL. All they could say is that they have had other comlpaints about AIRFIGHTS. What shall i do next please

Vicarondo_2

dancer_st wrote: »

hi guys,

can anyone give me some advice?
put my claim in the day after xl went under, received a phone call just before xmas saying I had missed a page of info which I immediately sent in an email and have also received a claim number now, but have not heard anything since about getting money back?
I know I am getting impatient but I am starting to worry whether I will get anything back - I booked through on the beach with a debit card, and have heard some worrying things about the company?
is anyone else in the same position?
dancer_st

I also booked through on the beach (Freedom Flights were my airline) I spoke to someone at CEGA (this is an external company who are dealing with claims from Freedom Fflights) and they have told me that they will be sending a letter out to all people who booked through On the beach within the next week so we can assign the claim to them, they can then in turn pay us and then claim the money back through On the Beach as apparently they were trading without an ATOL when they were booking flights and holidays which constitutes as a package holiday. They told me they have also started paying claims for flights only booked through ONB. Hopefully will receive my letter in next few days, sign it, fax back to them and get my money back!!! Need to book holiday with the year i'm having!!! (yes, even though its only Jan!!):rotfl:

DYNAMO21

Thanks flyaway for your telephone numbers. I got straight through to ATOL. They said that my claim wouldn't be much longer, they're dealing with number 7000 now and my claim is 82**. Although he didn't tell me any specifics i feel a little happier knowing that it's going to be dealt with soon. They said to ring back if i hadn't heard anything in a fortnight..Fingers crossed. I'll let you know when i know more..

xjenniex2008

Hi

We sent off our claim on the 17th September, received our claim number on the 24th October. On NYE we received a letter to say we hadn't signed section 8 of the form (to say all monies could be paid to my husband) which we know we definately did..why didn't I photocopy the forms!?..so I sent it back on the 2nd Jan, I have just called now as it has been 12 weeks since we received the claim number and was told it is taking more than 12 weeks now and is likely to take another 3 weeks (although I'm not quite sure I believe this).

The holiday was actually our wedding so we had to rebook as that would've been our 3rd cancelled wedding (pregnancy and redundancy made us cancel the other 2) so now we have over £4000 on a credit card that we are skinting ourselves to pay off. I never ever expected it to take this long and if I ever book a holiday again, because I have lost all trust in holiday companies, I will do it on a credit card to make sure we get it back quicker as going through ATOL is like getting blood from a stone.

r18rws

Dont forget though, even if you book on credit card, if you book through a travel agent you would still have to CAA claim.

Credit Card would not just refund it.

Sorry to hear of the problems but don't see any point in the claim being refused for missing a part out if it wasnt actually missed out? Makes no sense?

hayley11

xjenniex2008 wrote: »

Hi

We sent off our claim on the 17th September, received our claim number on the 24th October. On NYE we received a letter to say we hadn't signed section 8 of the form (to say all monies could be paid to my husband) which we know we definately did..why didn't I photocopy the forms!?..so I sent it back on the 2nd Jan, I have just called now as it has been 12 weeks since we received the claim number and was told it is taking more than 12 weeks now and is likely to take another 3 weeks (although I'm not quite sure I believe this).

The holiday was actually our wedding so we had to rebook as that would've been our 3rd cancelled wedding (pregnancy and redundancy made us cancel the other 2) so now we have over £4000 on a credit card that we are skinting ourselves to pay off. I never ever expected it to take this long and if I ever book a holiday again, because I have lost all trust in holiday companies, I will do it on a credit card to make sure we get it back quicker as going through ATOL is like getting blood from a stone.

I'm not sure that statement is really fair. ATOL are dealing with over 40,000 claims, something they were not really prepared for. So it's totally understandable why it is taking so long. I am also waiting for a refund and it's driving me mad waiting this long but now i've seen how many claims they are dealing with I can appreciate why it's taking so long

bagand96

sniff100 wrote: »

I bought flights with "Airflghts.co", last yr. I was booked on a FREEDOM FLIGHT.so didnt get to travel.These were paid for on credit card. I have contacted AIRFLIGHTS who were supposed to be sending me a claims form. This has not arrived so I contacted ATOL. All they could say is that they have had other comlpaints about AIRFIGHTS. What shall i do next please

Claim form is available to download here http://www.caa.co.uk/docs/1804/Freedom.pdf I'm not sure if you can file it direct with ATOL or whether you HAVE to file it through Airflights,. I can't see why you couldn't file it direct as long as you have all the documentation, although perhaps Airflights may have some of the documents? Would be worth asking ATOL....

I assume you have chased up Airflights a number of times to ask what they are doing about your claim form?