Lost confidence and Trust

Liberty43

Myself and my partner booked a three centre holiday with a company called Citrus to Vietnam. The full process has been riddled with issues and now they have all of our money are non responsive to queries surrounding previously agreed parameters such as luggage and the ATOL certificate they have sent has many mistakes including an airport change that they notified us about months previously.

My query is that I am writing to them today to give them a final chance to fix this and then want to pursue a refund - we paid with our credit cards - is this possible?

Many thanks

littlereddevil

I've never heard of them but they say they have been established 29 years. It's always difficult to get money back from people but maybe your credit card company can help

Copthornemike

As you paid by CC then the CC company is liable so things should work out OK in the end - but might take a few letters.
My suggestion would be to send the ATOL certificate to ATOL to confirm that they are ATOL bonded. Second check your travel and /or household insurance policy to see if you have a legal helpline (most do) which should provide you with specific advise (even a legal letter) to resolve the situation.

tomtontom

Citrus is part of Benz Travel, they've been around for years. Any CC claim would need to be based on a fundamental breach of contract, not just a lack of confidence.