Air Transat cancellation - no refund?

jem16

Altavista said:

Jem16....thanks for sharing that Facebook update from Sylvia Gagnon of Air Transat.  I've been looking on there FB page but can't find any reference to it or their loosening position on the matter of refunds. Does anyone else have any recent updates from the last couple days?

Sorry i should have been clearer. It's not on Air Transat's FB page but a FB group that's been set up by disgruntled passengers like us.

It remains to be seen whether or not they will start obeying the law but it did at least sound promising.
https://www.facebook.com/groups/2773650132762545/

jem16

One more update. My son has just discovered that Amex has reversed his chargeback in favour of Air Transat without even bothering to tell him! This is from 8th May. He's now contacting them to ask where the documentation is that they should have provided and that he intends to file a rebuttal.

bignred05

jem16 said:

One more update. My son has just discovered that Amex has reversed his chargeback in favour of Air Transat without even bothering to tell him! This is from 8th May. He's now contacting them to ask where the documentation is that they should have provided and that he intends to file a rebuttal.

Whilst Martin Lewis did mention this on his ITV show earlier this week, he said a small number only.

how on earth can they side with Air Transat, when they have clearly breach UK/EU Law 

Martin Lewis said you can now go to the ombudsman about their appeal, why not just do a Section 75 on the credit card.

jem16

bignred05 said:

jem16 said:

One more update. My son has just discovered that Amex has reversed his chargeback in favour of Air Transat without even bothering to tell him! This is from 8th May. He's now contacting them to ask where the documentation is that they should have provided and that he intends to file a rebuttal.

Martin Lewis said you can now go to the ombudsman about their appeal, why not just do a Section 75 on the credit card.

 He phoned them yesterday as it wouldn’t allow him to reopen the case online. They said it was reversed as Air Transat told them that they had provided a voucher. After explaining that they were breaking the law by refusing a refund, Amex have opened another case for him and immediately refunded the money again. I don’t think they know what they’re doing as it really should be the original case that was reopened and he should be given a chance to file a rebuttal to Air Transat. I’ve said he should phone and ask for a supervisor in the actual dispute department but he’s going to wait and see if he gets paperwork sent by mail first. 

Basically Air Transat are disputing all chargebacks against them so you will probably have the same.

bignred05

jem16 said:

bignred05 said:

jem16 said:

One more update. My son has just discovered that Amex has reversed his chargeback in favour of Air Transat without even bothering to tell him! This is from 8th May. He's now contacting them to ask where the documentation is that they should have provided and that he intends to file a rebuttal.

Martin Lewis said you can now go to the ombudsman about their appeal, why not just do a Section 75 on the credit card.

 He phoned them yesterday as it wouldn’t allow him to reopen the case online. They said it was reversed as Air Transat told them that they had provided a voucher. After explaining that they were breaking the law by refusing a refund, Amex have opened another case for him and immediately refunded the money again. I don’t think they know what they’re doing as it really should be the original case that was reopened and he should be given a chance to file a rebuttal to Air Transat. I’ve said he should phone and ask for a supervisor in the actual dispute department but he’s going to wait and see if he gets paperwork sent by mail first. 

Basically Air Transat are disputing all chargebacks against them so you will probably have the same.

They best not dispute or say that about mine, I have made it clear they have refused a refund which I am entitled to under UK law.
this is part of my email for my outstanding chargeback, which is 6 weeks into their system now,

Due to the coronavirus, Air Transat have cancelled the flights (see attached email) and offered my a credit note for 24 months, this is despite UK law stating I am entitlted to a FULL refund within 7 days. I have requested this and to date Air Transat will not budge on the credit note offer, hence why I would like to request a charge back on my IHG credit card.

I look forward to your response.

And below is a Copy of what I sent to Tesco credit card who paid out after 4-6 weeks, although they stated Air Transat have 45 days to appeal, which is up at the end of this month. I’ll be checking my online account with interest.

On the 7.May.2020 I received an email from Air Transat (attached) stating the flights are now cancelled due to the Coronavirus pandemic, however they have only offered a credit note (for 24 months) this breaches UK law as I should be offered a refund, which I have requested but they insist on a credit note.

Hence why I would like to request a charge back at this stage

I look forward to your response.

jem16

bignred05 said:

jem16 said:

bignred05 said:

jem16 said:

One more update. My son has just discovered that Amex has reversed his chargeback in favour of Air Transat without even bothering to tell him! This is from 8th May. He's now contacting them to ask where the documentation is that they should have provided and that he intends to file a rebuttal.

Martin Lewis said you can now go to the ombudsman about their appeal, why not just do a Section 75 on the credit card.

 He phoned them yesterday as it wouldn’t allow him to reopen the case online. They said it was reversed as Air Transat told them that they had provided a voucher. After explaining that they were breaking the law by refusing a refund, Amex have opened another case for him and immediately refunded the money again. I don’t think they know what they’re doing as it really should be the original case that was reopened and he should be given a chance to file a rebuttal to Air Transat. I’ve said he should phone and ask for a supervisor in the actual dispute department but he’s going to wait and see if he gets paperwork sent by mail first. 

Basically Air Transat are disputing all chargebacks against them so you will probably have the same.

They best not dispute or say that about mine, I have made it clear they have refused a refund which I am entitled to under UK law.
this is part of my email for my outstanding chargeback, which is 6 weeks into their system now,

Due to the coronavirus, Air Transat have cancelled the flights (see attached email) and offered my a credit note for 24 months, this is despite UK law stating I am entitlted to a FULL refund within 7 days. I have requested this and to date Air Transat will not budge on the credit note offer, hence why I would like to request a charge back on my IHG credit card.

I look forward to your response.

And below is a Copy of what I sent to Tesco credit card who paid out after 4-6 weeks, although they stated Air Transat have 45 days to appeal, which is up at the end of this month. I’ll be checking my online account with interest.

On the 7.May.2020 I received an email from Air Transat (attached) stating the flights are now cancelled due to the Coronavirus pandemic, however they have only offered a credit note (for 24 months) this breaches UK law as I should be offered a refund, which I have requested but they insist on a credit note.

Hence why I would like to request a charge back at this stage

I look forward to your response.

With his first case with Amex he was told that he didn't need to send any documents until they asked for them. They never did ask for any and simply reversed the chargeback without emailing him. They may send a letter so he's looking out for that.

With his new case he was given the opportunity to upload documents and has now done that. That includes AT's own T&C stating a refund if they cancel, EC261/2004, his letter from the CAA and the CAA's recent statement. He's just about to upload a covering letter making it very clear that AT are breaking the law in denying his refund.

I basically did all of that when I sent my claim to Barclaycard. I will not be very pleased if Barclaycard basically allow AT to break the law by saying they've provided a voucher.

bignred05

jem16 said:

bignred05 said:

jem16 said:

bignred05 said:

jem16 said:

One more update. My son has just discovered that Amex has reversed his chargeback in favour of Air Transat without even bothering to tell him! This is from 8th May. He's now contacting them to ask where the documentation is that they should have provided and that he intends to file a rebuttal.

Martin Lewis said you can now go to the ombudsman about their appeal, why not just do a Section 75 on the credit card.

 He phoned them yesterday as it wouldn’t allow him to reopen the case online. They said it was reversed as Air Transat told them that they had provided a voucher. After explaining that they were breaking the law by refusing a refund, Amex have opened another case for him and immediately refunded the money again. I don’t think they know what they’re doing as it really should be the original case that was reopened and he should be given a chance to file a rebuttal to Air Transat. I’ve said he should phone and ask for a supervisor in the actual dispute department but he’s going to wait and see if he gets paperwork sent by mail first. 

Basically Air Transat are disputing all chargebacks against them so you will probably have the same.

They best not dispute or say that about mine, I have made it clear they have refused a refund which I am entitled to under UK law.
this is part of my email for my outstanding chargeback, which is 6 weeks into their system now,

Due to the coronavirus, Air Transat have cancelled the flights (see attached email) and offered my a credit note for 24 months, this is despite UK law stating I am entitlted to a FULL refund within 7 days. I have requested this and to date Air Transat will not budge on the credit note offer, hence why I would like to request a charge back on my IHG credit card.

I look forward to your response.

And below is a Copy of what I sent to Tesco credit card who paid out after 4-6 weeks, although they stated Air Transat have 45 days to appeal, which is up at the end of this month. I’ll be checking my online account with interest.

On the 7.May.2020 I received an email from Air Transat (attached) stating the flights are now cancelled due to the Coronavirus pandemic, however they have only offered a credit note (for 24 months) this breaches UK law as I should be offered a refund, which I have requested but they insist on a credit note.

Hence why I would like to request a charge back at this stage

I look forward to your response.

With his first case with Amex he was told that he didn't need to send any documents until they asked for them. They never did ask for any and simply reversed the chargeback without emailing him. They may send a letter so he's looking out for that.

With his new case he was given the opportunity to upload documents and has now done that. That includes AT's own T&C stating a refund if they cancel, EC261/2004, his letter from the CAA and the CAA's recent statement. He's just about to upload a covering letter making it very clear that AT are breaking the law in denying his refund.

I basically did all of that when I sent my claim to Barclaycard. I will not be very pleased if Barclaycard basically allow AT to break the law by saying they've provided a voucher.

Yeah I did get a call from Tesco credit card about 2-3 weeks prior to payment requesting a copy of my flights invoice (not sure why as they had the payment dates/details)  again with this I made it
crystal clear Air Transat are breaking UK/EU law by refusing point blank any refunds.

I’d be fuming in Tesco just reversed their earlier decision without speaking to me first.

anyway I’m due to chase up my other chargeback later this week, I’ll make sure a note is placed on my file with regards to the point blank refusal of a refund which is against UK/EU law 

deadlyleadly

hi
i have been having a constant email/apple messanger ding dong with air transat about our cancelled flights in august with the offer of a credit being constantly refused by me in line with my refund rights. i have received an email tonight offer a refund but only for the uk to canada leg and a credit note for the return leg! again refused the credit note and requested a full refund, anyone else seen a similar proposal?

jem16

deadlyleadly said:

i have received an email tonight offer a refund but only for the uk to canada leg and a credit note for the return leg! again refused the credit note and requested a full refund, anyone else seen a similar proposal?

I have seen it on one of the FB groups I've joined. EC261/2004 clearly states that a full refund is due if the outbound leg is cancelled. You can hardly be expected to return from somewhere you cannot get to. I've informed the CAA of this so keep pushing.

It's now on their website too. https://www.airtransat.com/en-GB/travel-information-from-england/coronavirus

deadlyleadly

jem16 said:

deadlyleadly said:

i have received an email tonight offer a refund but only for the uk to canada leg and a credit note for the return leg! again refused the credit note and requested a full refund, anyone else seen a similar proposal?

I have seen it on one of the FB groups I've joined. EC261/2004 clearly states that a full refund is due if the outbound leg is cancelled. You can hardly be expected to return from somewhere you cannot get to. I've informed the CAA of this so keep pushing.

It's now on their website too. https://www.airtransat.com/en-GB/travel-information-from-england/coronavirus

thanks, had a quick scan at the legislation and it does say it covers outbound but no mention of return (unless its an eu company from a non eu location) think this is why they are offering only one way but will keep fighting it