Coronavirus travel disruption - latest info and your rights

Westin

eskbanker said:

Rickk said:

First email love holidays sent me. Is it me or am i understand it wrong.it clearly states that the holiday can't go ahead. Email sent to me on 4/8/2020 due to fly out 15/8/2020

It actually says that it can't go ahead as originally planned, which technically leaves open the option of proceeding with some changes.  However, what were the options presented on the linked page?

Also interested to know what the detail was behind the ‘can’t go ahead as originally planned’ and what the detail was and the presented options.

This could have referenced a change to the original holiday such as no buffet in the restaurant with a change to table/waiter service, or local restrictions meaning the indoor pool and/or gym had to close - or even the original hotel not being available but alternatives would be offered.

Did LH actually send anything in writing saying that your holiday was being CANCELLED? 

Rickk

No they didn't,just the 3 emails that i've put on here.no phone calls or any thing.

Westin

Rickk said:

First email love holidays sent me. Is it me or am i understand it wrong.it clearly states that the holiday can't go ahead. Email sent to me on 4/8/2020 due to fly out 15/8/2020

The first screen shot makes mention of options under Manage My Booking and from a link in the email.  What detail was given?

Rickk

The normal options,credit note,cash refund or move dates.

CKhalvashi

Rickk said:

The normal options,credit note,cash refund or move dates.

In this case, you're aiming for refund, which under the legislation linked above includes the flights. Quoting the legislation hopefully gets LH to play ball with this one, but if not we can advise on how to proceed with it.

LH will be out of pocket as a result of this, but this is not your problem, as if they want flexibility they should have booked flights that were cancellable.

sheramber

https://www.gov.uk/government/news/loveholidays-to-refund-over-18-million-for-cancelled-holidays

When customers contacted LoveHolidays to request a refund for a cancelled holiday, they were told they would only receive money back for their flights once the firm had received refunds from the respective airlines.

Under the Package Travel Regulations, online travel agents are legally bound to refund customers for package holidays cancelled due to coronavirus, regardless of whether or not the agent has received money back from suppliers, for example airlines.

Following CMA intervention, LoveHolidays has now signed formal commitments – known as undertakings – that ensure these customers receive all their money back.

....................................

Rickk

I think I'm going to send them a before action letter as their offices aren't open and you chat on the computer to a rep,a different one each time to.their website gives an address in london to send complaints ect too.  

CKhalvashi

Rickk said:

I think I'm going to send them a before action letter as their offices aren't open and you chat on the computer to a rep,a different one each time to.their website gives an address in london to send complaints ect too.  

That was going to be the next step if they don't play ball. Be prepared to follow through on this, and ensure it's sent to their registered office address (you can find this by searching the company number on Companies House, the address of any company I may have a registered interest in is an accountancy firm for example, so this would be the address required)

sheramber

Rickk said:

I think I'm going to send them a before action letter as their offices aren't open and you chat on the computer to a rep,a different one each time to.their website gives an address in london to send complaints ect too.  

You can also report them to CMA for not complying

https://www.coronavirus-business-complaint.service.gov.uk/

seaside10

MSE Money Tips email of 12 May quote    

"Under the Package Travel Regulations, you're legally due a refund if the travel agent / firm or an airline / hotel / car firm etc goes bust. That also applies if you can't go because your destination has closed its borders to Brits, or you don't get the holiday you paid for."

Who are we legally due a refund from?

I had insurance who agreed to pay out but then quoted a clause for items not covered are  "package holidays". 
I booked a tour including accommodation with a small company in Norway they have not paid to be members of ABTA so I can not claim from ABTA & Norway are not covered by UK or EU rules.
So who do I go to?