Air Transat cancellation - no refund?

jem16

Amex had marked my son's chargeback as "Closed" right from Day 1 although they did send a letter to say Air Transat may dispute the chargeback. On Sunday his case changed to "In Progress" but he's heard nothing from Amex - it may be that AT has disputed it and they're looking at it. This is from 8th May so almost 4 weeks.

jem16

My son received a reply to his CAA complaint. He can use this, if necessary, with his chargeback through Amex if AT dispute it.

"Dear Passenger

 

Thank you for your email, I’m sorry to hear about the difficulties you are experiencing obtaining a refund.

 

The Covid-19 pandemic is an unprecedented situation and we recognise that it is very challenging for both passengers and for airlines across the world.

 

We understand that some passengers are finding it difficult to organise a refund from their airline where the airline has cancelled their flight. We have published guidance on our website, which sets out the requirements of Regulation 261/2004, which gives passengers rights in the event that their flight is cancelled or delayed. We have issued this guidance to airlines and are actively engaging with them to ensure they fully understand and are meeting their responsibilities to consumers. This guidance has been published on our website here:

 

https://www.caa.co.uk/COVID-19/

 

We have been clear with airlines that, in the event of a flight cancellation, passengers must be offered the choice of a refund or alternative flights. We consider it is reasonable for airlines to offer vouchers, including offering incentives to passengers to encourage them to fly at a later date. However, it is important that consumers are given a clear option to request a cash refund at the same time as the voucher without unnecessary barriers. We have published guidance and advice for both industry and consumers and we continue to engage with airlines on this important issue. We do not expect airlines to systematically deny consumers their right to a refund and we will take the necessary steps to ensure that this right is protected.

 

Your enquiry is helpful in informing us about the sorts of issues that are giving rise to concerns, which in turn will help us prioritise any further action we may need to consider. In terms of resolving your individual issue, we can only take enforcement action in the collective interests of consumers rather than based on individual queries. However, there are ways to further your individual complaint, the first action being to complain to your airline.

 

If you have written to your airline and have been unable to resolve your complaint, you can escalate this to an Alternative Dispute Resolution(ADR) body or, if your airline is not a member of an ADR scheme, through the CAA’S Passenger Advice and Complaints Team.  You can find out more information about escalating your complaint on our website:

 

https://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/How-to-make-a-complaint/

 

Due to the current social distancing measures implemented by governments, many companies will be working remotely, possibly with less staff available, at a time when the level of consumer queries is much higher than usual, so it will take longer for you to receive a response from your airline. We would encourage you to be patient and allow additional time for your issue to be resolved. We appreciate that this is an uncertain and frustrating situation, however we hope that this information is helpful."

 

bignred05

I received the same email from CAA as above.

not that I will go down the ADR route, I thought it was only UK/European airlines were part of ADR 

jem16

bignred05 said:

I received the same email from CAA as above.

not that I will go down the ADR route, I thought it was only UK/European airlines were part of ADR 

No it’s not just UK/EU airlines but Air Transat hasn’t signed up. You can still use the CAA advanced complaint route. Let’s see how chargeback goes. 

https://www.aviationadr.org.uk/initial-complaints-check-page/

jetskiwillie

Received the same answer by email from CAA as above.

Have raised a similar complaint with CTA, waiting for a reply

Informed Air Transat customer relations department that I have now implemented a section 75 with my bank to get my money back.

jem16

jetskiwillie said:

Received the same answer by email from CAA as above.

Have raised a similar complaint with CTA, waiting for a reply

Informed Air Transat customer relations department that I have now implemented a section 75 with my bank to get my money back.

The CTA has said it's not even looking at complaints till after the end of June so don't expect any answer soon. They are also in bed with the airlines.

Why section 75 first? Quickest way would be a chargeback then if that fails a section 75.

_BeerMatt_

Hi. I've an airtransat flight booked for the 5th July, Manchester to Vancouver but not yet received a cancellation notice not can I now view my booking online despite their site saying flights only resume on the 23rd July. How long did it take people to get the emails from air transat saying flights cancelled?

Marmaduke123

Mine came on 7th May for a flight on 30th June, saying flights were cancelled up to 30th June, followed by another email with vouchers attached a few days later. Vouchers have been rejected!

I've had an email about the resumption of flights on 23rd July, saying all flights up to that date are cancelled. Have you not had that? I presume you have checked your spam folder 

jem16

_BeerMatt_ said:

Hi. I've an airtransat flight booked for the 5th July, Manchester to Vancouver but not yet received a cancellation notice not can I now view my booking online despite their site saying flights only resume on the 23rd July. How long did it take people to get the emails from air transat saying flights cancelled?

I've just joined the fight for refunds now. My flight was from Glasgow to Toronto on 23rd July and no cancellation email at all so I assumed my flight was happening. Phoned today to change it to next year as per their new flexibility offer and after being on hold for 2 hours I get told my flight is cancelled and I can use my credit voucher to rebook. I told her the website doesn't make it clear that the Glasgow flight isn't resuming till 26th July and that I had received no email about cancellation and that I would not accept a voucher.

Rayban666rabbit

I had the cancellation email yesterday for our Gatwick to Vancouver flights in August. What was their response Jem16? jem16 said: 

I've just joined the fight for refunds now. My flight was from Glasgow to Toronto on 23rd July and no cancellation email at all so I assumed my flight was happening. Phoned today to change it to next year as per their new flexibility offer and after being on hold for 2 hours I get told my flight is cancelled and I can use my credit voucher to rebook. I told her the website doesn't make it clear that the Glasgow flight isn't resuming till 26th July and that I had received no email about cancellation and that I would not accept a voucher.