Holiday Rights

leylandsunaddict

PON1987 said:

leylandsunaddict said:

PON1987 said:

Hello,

I'm after some advice, please. My wife and I booked a 7-day tour with G Adventures (includes accommodation, travel between places, excursions - but not flights), which was cancelled just over a week ago, before the FCO recommendations. In their cancellation email, and now listed on their website, they've stated "G Adventures are not offering refunds on suspended tours. Please do not call our contact centre asking for refunds, as these will not be provided"  - instead they are providing a voucher. Can they, legally, do this? As I would prefer a cash refund. The tour was paid for, in full, on a debit card. 

What do the terms and conditions you agreed to say about the operator cancelling? If they say a full refund then that is what you are entitled to. If so I'd ring and tell them the contract says a refund. If they still refuse tell then contact your card provider about doing a chargeback. 

Thanks for your reply. Their T&Cs say:

"If the Tour Operator has to make a significant change or cancel, it will tell you as soon as possible and if there is time to do so before departure, will offer you the choice of:
(a) For significant changes) accepting the changed arrangements; or
(b) Having a refund of all monies paid; or
(c) Accepting an offer of alternative travel arrangements of comparable or higher standard if available (at no extra cost); or
(d) If available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements."

So, it's in their T&C's that they should provide a full refund, but they're refusing to provide anything other than a voucher. 

If you've told them you want a refund and they've refused take it up with your card provider. 

Alan_Bowen

The problem is that ABTA is telling its own members to offer credit notes and claims the law has been changed. At this moment in time I cannot see any evidence that it has. ABTA's own Code of Conduct makes it clear refunds should be paid in 14 days but clearly this is an exceptional period and they may take longer

maman

Alan_Bowen said:

The problem is that ABTA is telling its own members to offer credit notes and claims the law has been changed. At this moment in time I cannot see any evidence that it has. ABTA's own Code of Conduct makes it clear refunds should be paid in 14 days but clearly this is an exceptional period and they may take longer

I have a similar problem with an ATOL protected package with last minute. My cancellation was because of Flybe (not coronavirus) and they offered me a refund which I accepted 2 weeks ago. Since then I've heard nothing and can't contact them. 
I believe they're hanging on hoping that the government will introduce retrospective legislation to bale them out.
I don't want a voucher. It's not just because of the money. I find it hard to trust a company going forward that is behaving dishonestly now. 

leylandsunaddict

Alan_Bowen said:

The problem is that ABTA is telling its own members to offer credit notes and claims the law has been changed. At this moment in time I cannot see any evidence that it has. ABTA's own Code of Conduct makes it clear refunds should be paid in 14 days but clearly this is an exceptional period and they may take longer

Nothing has changed legally yet. 
https://www.independent.co.uk/travel/news-and-advice/package-holiday-refund-rules-suspended-abta-coronavirus-a9417261.html

maman

Quick update. My refund arrived on my card. No promised email from lastminute to tell me though but I'm happy it's sorted. 

haggscastle

British Airways Holidays have advised me that I am not entitled to a voucher credit for the hotel accommodation in Munich which I booked through them in October 2019 as part of my flight/hotel package, because I chose a 'non changeable' hotel.  I booked over the phone, and I was never sent any written information to confirm that this would mean I would get no refund in the event of not being able to use the hotel due to circumstances outwith my control.  I understood 'non changeable' to mean that I would get no refund if I decided to change the hotel after booking for some personal reason, it was NOT made clear this would apply in any circumstances whatsoever outwith my or the airline's control.  BA's website offers vouchers for travel up to 31 May 2020, and we're travelling on 19 May 2020, so I feel I'm being unfairly penalised. What is my legal situation regarding the 'non changeable' portion of my booking please? 

leylandsunaddict

haggscastle said:

British Airways Holidays have advised me that I am not entitled to a voucher credit for the hotel accommodation in Munich which I booked through them in October 2019 as part of my flight/hotel package, because I chose a 'non changeable' hotel.  I booked over the phone, and I was never sent any written information to confirm that this would mean I would get no refund in the event of not being able to use the hotel due to circumstances outwith my control.  I understood 'non changeable' to mean that I would get no refund if I decided to change the hotel after booking for some personal reason, it was NOT made clear this would apply in any circumstances whatsoever outwith my or the airline's control.  BA's website offers vouchers for travel up to 31 May 2020, and we're travelling on 19 May 2020, so I feel I'm being unfairly penalised. What is my legal situation regarding the 'non changeable' portion of my booking please? 

If this was booked as part of a flight and hotel package and you have an Atol certificate that states Single Contract or Multi Contract Package then you are entitled to a refund to the value of the booking that is stated on the certificate. If it was booked as flight and hotel but in separate transactions you are still entitled to a refund for anything that they have cancelled. 

livwade

Help!!
I have booked a hen weekend in Bath 24/04/20, with the current lockdown it’s unlikely we will be able to travel. Paid the home owner/company in full (nearly £2000), she will not offer a refund or currently offer alternative dates until lockdown has been lifted (even though their website shows available dates for later in the year). Owner says the situation is not her fault. The accommodation was paid via bank transfer (no option to pay any other way), and my travel insurance will only cover my personal travel rather than all 13 people. I don’t know where else to turn, it looks as though we have no weekend or no refund. Any advice would be greatly appreciated.

Westin

livwade said:

Help!!
I have booked a hen weekend in Bath 24/04/20, with the current lockdown it’s unlikely we will be able to travel. Paid the home owner/company in full (nearly £2000), she will not offer a refund or currently offer alternative dates until lockdown has been lifted (even though their website shows available dates for later in the year). Owner says the situation is not her fault. The accommodation was paid via bank transfer (no option to pay any other way), and my travel insurance will only cover my personal travel rather than all 13 people. I don’t know where else to turn, it looks as though we have no weekend or no refund. Any advice would be greatly appreciated.

What do the booking terms & conditions say about refunds?
In hindsight, group travel insurance might have been better. 

maman

Do other individuals have travel insurance?