Monarch Airlines stops trading - latest info and your rights

Acemoneysaver17

Hi I am still waiting to hear from Tesco about a refund for our package holiday booked direct with Monarch using our Tesco Credit card.

Have sent them all the invoices, Atol certificate and the letter from the CAA website and written a comprehensive letter

Should I fill in the Chargeback or a Section 75 form or both?

We are owed over £1500 and would be good to get reimbursed asap.

N4t4lie

Acemoneysaver17 wrote: »

Hi I am still waiting to hear from Tesco about a refund for our package holiday booked direct with Monarch using our Tesco Credit card.

Have sent them all the invoices, Atol certificate and the letter from the CAA website and written a comprehensive letter

Should I fill in the Chargeback or a Section 75 form or both?

We are owed over £1500 and would be good to get reimbursed asap.

If you did not specify it is likely Tesco will use a chrageback; others on here have said they seem to be doing chargebacks even if Section 75 has been requested.

Sadly you have to be a bit patient with regard to the refund, maybe give the dispute team a call and check they have received all the paperwork and see if they are giving any timescales for processing, sometimes it can bring you to the top of the queue if you get the right person. Remember they only went under two and a half weeks ago and it could take them months to go through all the claims. Be assured that you will get a refund, but as with most things in life money is taken quickly and refunded slowly.

Vjwoodward1

Has anyone had any luck with compensation for paying for a new flight if you were in-bound flight only and flew out after the 2nd? I flew out with easyjet after the 2nd because the CAA website said it would get all people home who were travelling until the 16th. Then whilst I was on holiday they retracted that info and said those who flew out with another airline after monarch went into administration should make their own way home - so I had to buy a new flight that cost €340! Anyone been able to get anywhere with CAA?

JT_Halifax

Having first contacted Sainsbury’s credit card about refund for my monarch package holiday on 2nd October I too have not heard anything except for my follow up calls where they didn’t believe me until I spoke about the negative response letter on the 9th October, by which time they told me I should have contacted them earlier as the were only dealing with disputes logged between 2nd and 8th october. I am supposed to be comforted in having my dispute looked at by 23rd October and possibly 6 weeks on from then with a resolution. Oh yes and when there is a credit put in my account it will take a further 3-5 working days to credit back to my current account.

Ladypancake

I had 3 flights booked. 1 Atoll protected - still not had a claim form. Other flights booked with Debenhams Credit Card and still not heard from them either, despite numerous calls only to be told a claim form has been posted! This is so frustrating especially when other credit cards seem to be on the ball and claims being sorted quickly.

Acemoneysaver17

Hello spoke to Tesco disputes team this morning. Very helpful . They are processing claims on a chronological basis, currently looking at the 2nd and 3rd of October claims. I claimed on the 5th so will probably have to wait until November to be reimbursed. Everything was ok with the information I sent in. Will just have to be patient.

catwoman73

I sent my claim to Tesco on 13th October and have had an email saying they intend to deal with it by 12th November, which I think is fair enough.

The credit card companies will have been hit with a large amount of extra work following the Monarch collapse and they will have to be making sure that refunds are dealt with consistently and accurately and that customers receive good information too - for example, it could be the case that I have to claim some money that I am owed from my travel insurer rather than Tesco, but the claim form from them wants proof that I have tried to claim from Tesco first, so I will need a letter from Tesco stating how much I have been paid out and reasons why I haven't had my claim paid in full (I'm expecting it to be dealt with as a chargeback not a S75 matter as all the individual flights and luggage were under £100 per item so therefore the consequential loss of the higher cost of the replacement flights won't be refunded so I will be claiming this from my travel insurer).

BTW, can the ATOL claim form not be downloaded from the ATOL website? IPP who are providing the Scheduled Airline Failure part of my travel insurance policy initially said they would send me a claim form and they never did, but I've just downloaded it from their website.

bradders1983

catwoman73 wrote: »

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BTW, can the ATOL claim form not be downloaded from the ATOL website?

No. The one I have received has been pre-populated with my Monarch booking number and another different reference number which is the one being used by Protect Claims.

The email I got from them says:

"This [form] is specific to your booking (reference xxxxxxx) and should not be redistributed for other bookings as this may cause significant delays to your claim. Please complete and return it to claim@protectclaims.com making sure you quote your claim reference (Zxxxxxx) in the subject line of your email."

Obviously I have removed the numbers from the above

bradders1983

One of my credit card providers (I was stupid enough to pay the holiday over two credit cards in installments) has this morning applied a CHARGEBACK CREDIT for the initial deposit and also for the extra legroom seats!

So one down, just Natwest to go now.

richiedl

Anyone still not received an ATOL claim form? The extended deadline was yesterday as far as the latest information I can find goes but I haven't received. I have phoned up and the automated message just says you will receive by 20th and call back if not. Just called now on 21st and the line just goes dead after the message...


Just called again but pressed different options (for if my contact details have changed - which they haven't) and it got me through to speak to someone. They are still sending out claim forms and should receive in the next few days.