Air Transat cancellation - no refund?

jem16

bignred05 said:

jem16 said:

bignred05 said:

although I noted this on the form I filled in (below) so I may not hear anything until well after mid June when my return flight date expires or will i ?

Non-receipt of goods/services: We need to wait until after the expected delivery date to initiate your dispute unless you are able to provide proof that the goods/services will not be provided. It is always beneficial to try to resolve this with a retailer before contacting us. Please provide us with full details of what you ordered, when you expected to received it and how the retailer responded to you. If a company goes in to administration or liquidation before delivering the goods or services you have paid for, it is helpful if evidence of this can be provided. 

You have proof that the services will not be provided from the email that Air Transat sent you.

My son contacted Amex to ask for chargeback which they did. The money is already back in his Amex account. We fully expect them to dispute the chargeback. He also emailed the CAA after seeing this article today. You may wish to add your complaint.

https://www.bbc.co.uk/news/business-52606374?fbclid=IwAR2O1aKG0VaKjq8pw8cWclGnlA2JkUOImHnQFNs_fd6SuHI6qRNl6FpT7Ec

Thanks,
I'll see what my other credit card say tomorrow over the phone first I think, can't see any option to email at this stage

CAA email address is passengercomplaints@caa.co.uk

bignred05

Whilst I am trying to get a charge back via my credit card.

is there anyone who has had a credit note or understands how they work.
the way I have read it is they are issuing credits to each name on the booking, not a one off sum (e.g. Full Amount)
earlier tonight I have revived an email with a credit note in my name for an odd amount, considering we booked flights, followed by luggage followed by pre-assigned seats.
the amount I have revived is neither the full amount or half the price of the flights.

I was under the impression the credit would be for the flights only followed by any extras as in our case Luggage then seats.

bignred05

as a guide for others, this is the response I received via DM message on Twitter, after being asked to submit my booking details via DM when requesting a full refund.


Thanks for coming back to us. I am afraid a full refund won"t be possible. These are extraordinary circumstances, when all airlines and travel companies have been forced to temporarily halt or drastically reduce their operations, as a result of travel restrictions still in place, as well as the continued uncertainty about when the borders will reopen, both in Canada and at the destinations to which we fly. This unprecedented situation is well beyond our control; we believe that the 24-month credit is an acceptable solution, and we are confident that our customers will be able to travel again in the near future, once the crisis passes. The Canadian Transportation Agency published an article on March 25, 2020 regarding credits that also support this decision and recognizes that this is a solution that would be suitable in the current context. In this regard, we refer you to the Message concerning the credits: https://otc-cta.gc.ca/eng/statement-vouchers…. This being said, if you purchased travel insurance and are entitled to a full refund from them, we can cancel your reservation 100% non-refundable instead of credit and provide a cancelation confirmation by email for insurance purposes so that you can forward it to them. You'll receive a few weeks an email with all the credit voucher details. Let us know if you have any other questions. Thank you for your understanding,

paddyandstumpy

If you paid by credit card take that email to your credit card company and start a section 75. 

jem16

bignred05 said:

as a guide for others, this is the response I received via DM message on Twitter, after being asked to submit my booking details via DM when requesting a full refund.

The Canadian Transportation Agency published an article on March 25, 2020 regarding credits that also support this decision and recognizes that this is a solution that would be suitable in the current context. In this regard, we refer you to the Message concerning the credits: https://otc-cta.gc.ca/eng/statement-vouchers…. 

Exactly the same message they sent to my son and no doubt to everyone who contacts them. Notably they are still ignoring the fact that the CTA issued clarification in April that the vouchers were a suggestion only and it did not negate the airlines obligations. My son sent them the April article and their reply tried to say that other countries have relaxed their rules on refunds. To my knowledge only Greece has done this in Europe. They’re trying to ignore EU261 and even telling others that Canadian law applies to them. Yes it does but EU laws override that for flights from the UK/EU and Canadian law does not say no refunds. 

https://www.otc-cta.gc.ca/eng/faqs-statement-vouchers

Have you emailed the CAA yet? The more people that do this the better for anyone still trying to get refunds. This article is mostly US based but does mention the EU rule further down. 

https://www.forbes.com/sites/advisor/2020/05/12/what-to-do-if-an-airline-wont-refund-your-cancelled-flight/#5bdadc711e91

jem16

paddyandstumpy said:

If you paid by credit card take that email to your credit card company and start a section 75. 

Chargeback first then S75 is chargeback is disputed. 

Marmaduke123

Thanks everyone for all the info and advice. I received a voucher today and have rejected it via Twitter, claiming a full refund in accordance with the law. When this claim is rejected I will follow the suggested procedure, chargeback first, then S75.

bignred05

jem16 said:

bignred05 said:

jem16 said:

bignred05 said:

although I noted this on the form I filled in (below) so I may not hear anything until well after mid June when my return flight date expires or will i ?

Non-receipt of goods/services: We need to wait until after the expected delivery date to initiate your dispute unless you are able to provide proof that the goods/services will not be provided. It is always beneficial to try to resolve this with a retailer before contacting us. Please provide us with full details of what you ordered, when you expected to received it and how the retailer responded to you. If a company goes in to administration or liquidation before delivering the goods or services you have paid for, it is helpful if evidence of this can be provided. 

You have proof that the services will not be provided from the email that Air Transat sent you.

My son contacted Amex to ask for chargeback which they did. The money is already back in his Amex account. We fully expect them to dispute the chargeback. He also emailed the CAA after seeing this article today. You may wish to add your complaint.

https://www.bbc.co.uk/news/business-52606374?fbclid=IwAR2O1aKG0VaKjq8pw8cWclGnlA2JkUOImHnQFNs_fd6SuHI6qRNl6FpT7Ec

Thanks,
I'll see what my other credit card say tomorrow over the phone first I think, can't see any option to email at this stage

CAA email address is passengercomplaints@caa.co.uk

Email gone off to CAA

Have you (or your son) had any credit vouchers yet, if so care to explain 

Marmaduke123

The voucher I received today was for the total amount of my husband's return fare. Nothing yet for mine.

jem16

bignred05 said:

jem16 said:

bignred05 said:

jem16 said:

bignred05 said:

although I noted this on the form I filled in (below) so I may not hear anything until well after mid June when my return flight date expires or will i ?

Non-receipt of goods/services: We need to wait until after the expected delivery date to initiate your dispute unless you are able to provide proof that the goods/services will not be provided. It is always beneficial to try to resolve this with a retailer before contacting us. Please provide us with full details of what you ordered, when you expected to received it and how the retailer responded to you. If a company goes in to administration or liquidation before delivering the goods or services you have paid for, it is helpful if evidence of this can be provided. 

You have proof that the services will not be provided from the email that Air Transat sent you.

My son contacted Amex to ask for chargeback which they did. The money is already back in his Amex account. We fully expect them to dispute the chargeback. He also emailed the CAA after seeing this article today. You may wish to add your complaint.

https://www.bbc.co.uk/news/business-52606374?fbclid=IwAR2O1aKG0VaKjq8pw8cWclGnlA2JkUOImHnQFNs_fd6SuHI6qRNl6FpT7Ec

Thanks,
I'll see what my other credit card say tomorrow over the phone first I think, can't see any option to email at this stage

CAA email address is passengercomplaints@caa.co.uk

Email gone off to CAA

Have you (or your son) had any credit vouchers yet, if so care to explain 

My son hasn't received his vouchers as yet, only the email advising of cancellation. My flights are in July/August so not cancelled as yet but in this case I'm the only traveller.

Another article to add to your dispute if needed.

https://nltimes.nl/2020/05/13/airlines-must-refund-customers-canceled-flights-europe?fbclid=IwAR1IsvLw-rdxm7M2Sodjx9i9ekzlmFFsLYjfn53nW86HRjPcTCEaldaAjCc