Air Transat cancellation - no refund?

jem16

deadlyleadly said:

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

That would be correct if the flights were booked separately. However as most of us had return flights on the same booking, when the outbound leg is cancelled a full refund for the whole booking is required. 

Russ46

For Jem 16. CAA have said they can't deal with my complaint as I haven't written to Air Transat only to the agents. So I have now used Air Transat's own electronic email on their site to write and ask for my money back.  Will advise if I get a response.

jem16

Russ46 said:

For Jem 16. CAA have said they can't deal with my complaint as I haven't written to Air Transat only to the agents. So I have now used Air Transat's own electronic email on their site to write and ask for my money back.  Will advise if I get a response.

I expect that Air Transat's response will be that they cannot speak to you and you must go through Canadian Affairs. Your situation seems to be very strange though with you getting a refund apart from a cancellation fee which shouldn't apply if Air Transat cancelled the flights.

Hellbelle666

Hi All,

Im so, so glad I have found you all during this dire situation. (strength in numbers and all that!)
I have a visual disability, so can someone please give me the quick lowdown on what I need to do to complain? and who with? As I really cant wade through all the messages, due to my eyes.
I too, have received vouchers for a trip booked direct with Air Transat, supposed to be flying on 23/07/20.
I booked through my credit card.
We only booked to go on a once in a lifetime trip, to see a Canadian band. So have no use for these vouchers now, as definitely wont be travelling abroad for some time.
Really am grateful in advance for any help you lovely peeps can provide!!!  

jem16

Hellbelle666 said:

Hi All,

Im so, so glad I have found you all during this dire situation. (strength in numbers and all that!)
I have a visual disability, so can someone please give me the quick lowdown on what I need to do to complain? and who with? As I really cant wade through all the messages, due to my eyes.
I too, have received vouchers for a trip booked direct with Air Transat, supposed to be flying on 23/07/20.
I booked through my credit card.
We only booked to go on a once in a lifetime trip, to see a Canadian band. So have no use for these vouchers now, as definitely wont be travelling abroad for some time.
Really am grateful in advance for any help you lovely peeps can provide!!!  

1. Contact Air Transat to ask them for a full refund under EC261/2004 as you are entitled to. Use Facebook Messenger or Twitter in preference but if not then email them. You need proof of a refusal from them.

2. Put in a formal complain to the CAA - https://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/How-the-CAA-can-help/

3. Once you have proof of Air Transat's refusal to refund you either completely or in part (they are changing their stance and supposedly giving refunds for the UK to Canada leg but this does not comply with EC261/2004 which states if the outbound leg is cancelled then you must receive a full refund) then contact your card provider and ask for a chargeback under "Services not received".

Your bank will require proof so make sure you have written proof of being denied a refund. You can also provide EC261/2004 and links to the CAA website such as this https://www.caa.co.uk/Passengers/Resolving-travel-problems/Delays-cancellations/Cancellations/Short-haul-cancellations/

bignred05

had a strange email earlier today from one of my credit cards (Tesco) apologising for the delay in processing my Chargeback claim. stating they hope to process my refund within the next 7 days.
The strange thing about this they refunded me 3 weeks ago.

the other strange thing is yesterday I emailed my other credit card after getting no joy on the phone) I used towards payment to Air Transat (still awaiting payment after 8 weeks) so I was expecting a reply from them today.

bignred05

bignred05 said:

had a strange email earlier today from one of my credit cards (Tesco) apologising for the delay in processing my Chargeback claim. stating they hope to process my refund within the next 7 days.
The strange thing about this they refunded me 3 weeks ago.

the other strange thing is yesterday I emailed my other credit card after getting no joy on the phone) I used towards payment to Air Transat (still awaiting payment after 8 weeks) so I was expecting a reply from them today.

well had my email response from my other card now, apologised for the delay and asked to provide my invoice/itinerary.
once they have these they will process the chargeback (after 8 weeks) I also put a note about any possible Air Transat appeal on the basis of credit vouchers being offered and NO REFUND which is against UK/EU law.
so hopefully in the next few days I would of had all my money back via chargeback, just got to wait for the cowboys 45 day appeal period now.

Marmaduke123

Chargeback received today for our flight Gatwick/Vancouver 30th June and return Calgary/Gatwick 17 July. Halifax Clarity card, claim submitted 15 May. Confusingly, the response came from the Lloyd's Group credit card dispute centre rather than the Halifax itself.
Now in the 45 days wait!

m16mark

Hi,
We purchased flights only for the 21/08/20 with returns 2 weeks later, we have tried to cancel because of quarantine rules and visiting elderly parents in Canada is an issue, we spoke to customer services after being on hold for an hour to be told they will only refund £250 each if we cancel because as far as they are concerned the flight is still going ahead. In the meantime they moved our flights and times by a couple of days without any warning which could have impacted on our plans with hotels, trips etc but then by strange coincidence a couple of days later our booking reverted back to the original times and dates except the return with a slight change in time and a different aircraft.. go figure?  Are we entitled to a full refund or Vouchers for a trip next year? 

jem16

m16mark said:

Are we entitled to a full refund or Vouchers for a trip next year? 

Why don't you ask them to simply amend your booking to next year? If they cancel you're entitled to a full refund but if you cancel then it's either a fee or vouchers.