Air Transat cancellation - no refund?

Altavista

Hey folks.... update from my end.  Quick recap first. I 'm a Canadian but a resident  of The Netherlands. Air Tranast flights booked directly with them via their website in January to fly Brussels-Montreal return, four passengers to depart 20 July.  Like many, flights cancelled on 11 June, at which point I got directly on to them via phone, email, FB Messenger pushing for a full refund.  Email worked best for me and had several back and forth with their customer relations folks in Canada I assume.  They refused the full refund and stated as much then issued the vouchers as they said the would. Again I refused....quoting chapter and verse from EU Directive 261/2004 , with EU clarifying statement issued on 13 May, commenting specifically on COVID19 impacts (ie we still have the right to full refund)

On Monday past I contacted American Express credit card company with whom I paid for the tickets to try and arrange a "charge-back" based on a disputed charge scenario.  I was put in touch with the disputes department, based in Brighton, UK.  They were very helpful and efficient.  They provided me a list of a few documents they need to action this.....original booking details, all correspondence between me and AT, particularly where AT stated they will not issue any refund. I had this statement in writing via email from one of AT's customer relations people.  After providing these documents to AMEX I received a full 100% credit to my AMEX account within 48 hours....€2,800.  To be honest I was shocked.....happy.....but shocked.  I'm not counting all my chickens just yet.  This could get reversed....and others in this group have stated as much.   This is why I continue to engage with Air Transat to assert our rights under EUD 261/2004.  Hope this helps some of you.  Good luck!!

marmalademountain

When my flights for May with Airtransat were cancelled I made a claim with Staysure who after making several errors with the claim rejected it as the airline would provide vouchers  Put in a claim with Sainsbury’s credit card who immediately recredited me but on the very last date that Airtransat could dispute the claim they did. Sainsbury’s forwarded me an Airtransat voucher in th name of Lucy Coffey.  Never heard of this person
marmalademountain

jem16

marmalademountain said:

When my flights for May with Airtransat were cancelled I made a claim with Staysure who after making several errors with the claim rejected it as the airline would provide vouchers  Put in a claim with Sainsbury’s credit card who immediately recredited me but on the very last date that Airtransat could dispute the claim they did. Sainsbury’s forwarded me an Airtransat voucher in th name of Lucy Coffey.  Never heard of this person
marmalademountain

Make sure you now put in a rebuttal. You didn't purchase a voucher, you purchased a flight which has not taken place and are entitled to ask for a full refund as per Air Transat's own T&C and as per EC261/2004.

bignred05

Just to update all,
we had flights booked Manchester > Toronto > Manchester (4.6.2020)
after submitting 2 charge backs (don't ask, why I used  2 cards as even I don't know) on the 10.5.2020
both appeared to acknowledge them 8 days later on the 18.May.2020
The main card (Tesco) for the flights paid out on the 16.June, advising me AT have 45 days to appeal this.
my other card (Creation/IHG) paid out earlier last week, informing me that AT have 60 days to appeal (I'm assuming its 45 working days)  prior to finalising the payment I made a point to Creation/IHG about AT possibly appealing this and pointing out how they are bang to rights out of order in doing so as they are in breach of UK/EU261 which states we are entitled to a full refund within 7 days.
in the email confirming payment Creation/IHG stated the following
"If they appeal, we will let you know. However, they have failed to provide the service so the chargeback is as strong as it can be".
so as things stand I have had all my money back via my 2 x Charge backs, currently awaiting any appeal by AT, Bring it on as I never paid for a voucher which AT think is "Fair) I paid for a return flight back in June2020.

Good luck to everyone else in their battle to get their money back.

jem16

bignred05 said:

in the email confirming payment Creation/IHG stated the following
"If they appeal, we will let you know. However, they have failed to provide the service so the chargeback is as strong as it can be".

I don't think there is any doubt that AT has not provided the service and therefore chargebacks are strong. What is in doubt is the card provider refusing to accept that AT offering a credit voucher is a valid response. 

Fara2020

Hi guys, thank you so much for providing advise and support here. I supposed to travel to Vancouver on 18 August from GW, London, returning 3 September. Flight cancelled and the rest is history. Anyway, I contacted my credit card company today (MasterCard), provided information and documents (emails from AT, tickets and date and number of the transaction) and will receive full refund. 
Wish you luck, 
Best,

Fara.

AngloLargs

My charge back is currently pending, can take up to 8 weeks apparently.

I have noticed that AirTransat have updated their Covid-19 faqs recently, they now state; 

"If you purchased a flight from the United Kingdom to a Canadian destination and your flight was cancelled, you may be eligible for a refund of the value of your flight segment from the UK to Canada."

So I had booked, Glasgow - Vancouver via Toronto and back, do they really expect me to accept a refund on only the UK to Toronto leg, think there'll be an ongoing dispute about this!

Alan_Bowen

They are clinging to straws, the law is clear, you are entitled to a refund of both outbound and return flights. No one who had a booking this year will ever book with them again

gjcar

Like AngloLargs I have been offered a refund on my UK to Canada flight but not on the return.  I'll fight it but has anyone got experience of trying a credit card refund on just the one leg of the trip?

faded_flowers

Slightly different problem... My flights uk-Toronto return are still going ahead but currently the Canadian government won't let us enter? And even if they did out holiday was ten days so we couldn't possibly self isolate for 14... Feel like I'm in a lose-lose situation, I can't go because of their own country's rules and if I don't I lose the money, if I cancel I lose the money.