Air Transat cancellation - no refund?

jem16

bignred05 said:

jem16 said:

_BeerMatt_ said:

Thanks Big Red, that's useful to know. I've just submitted my dispute to Barclaycard, so fingers crossed they'll refund too. I've not bothered contacting air transat as yet. Their email and screenshot of faq's from their website should hopefully be enough evidence they're not refunding people.

Has anyone else used Barclaycard to seek a refund?

You need to contact them to show that you've tried to resolve the situation with the merchant first. Contact them by DM on either Twitter or Facebook and ask for your refund as per EC261/2004. Once you've got that then you can go to Barclaycard.

Did you phone Barclaycard or use some other method? I'm just about to go down that route with them now that I have written proof that I have tried to solve it with the merchant.

Both of my Credit Cards had an online form to fill in, pretty sure both required a copy of the cancellation email along with details of purchase (dates/amounts etc)
however what I would advise is to put a covering letter, detailing the same details in the form along with contact email/phone number.
once you submitted my forms they didn't appear to have saved the details, hence why I did the covering letter as well.

Good luck

Yes I noticed that Barclaycard had an online form but I couldn't determine if it was for chargeback or section 75 or both really. Air Transat have still to actually email me about my cancellation and keep saying they are working through them. I do, however, have proof via DMs on both Twitter and Facebook.

jem16

_BeerMatt_ said:

jem16 said:

_BeerMatt_ said:

Thanks Big Red, that's useful to know. I've just submitted my dispute to Barclaycard, so fingers crossed they'll refund too. I've not bothered contacting air transat as yet. Their email and screenshot of faq's from their website should hopefully be enough evidence they're not refunding people.

Has anyone else used Barclaycard to seek a refund?

You need to contact them to show that you've tried to resolve the situation with the merchant first. Contact them by DM on either Twitter or Facebook and ask for your refund as per EC261/2004. Once you've got that then you can go to Barclaycard.

Did you phone Barclaycard or use some other method? I'm just about to go down that route with them now that I have written proof that I have tried to solve it with the merchant.

I
 I used Barclaycards online form, they then send you a docusign link to fill in the details and upload evidence. I'll try and get the response from air transat via twitter now.

Was that this form you used?

https://www.apply.barclays.co.uk/forms/covid-phase?execution=e1s1

bignred05

jem16 said:

bignred05 said:

some good news here, had a text message off one of my two credit cards whom I've done a charge back with.
(don't ask how or why I used 2 different cards, even I don't know)
anyway the main purchase of the flights money has finally been refunded i'm informed, although Air Transat has 45 days to challenge this, if they do its a Section 75 to follow. Either way I'm getting my money back.

Credit Card, Tesco, charge back submitted on the 10.May.2020, although I have since been told they never actually received it until the 18.May.2020 due to the backlog. 

Good to hear you've made some progress. Amex seem to be the best so far as my son contacted them on 8th May and the refund was in his account that day. Hopefully he should hear soon whether it's been successful or not as his account now says In Progress whereas before it said Closed although the letter he received did say Air Transat could dispute. I guess they have now done so.

I wonder what the credit card company's stance will be if Air Transat do challenge it.
as things stand its cost the credit card company nothing with the charge back, if Air Transat challenge it well the next step is a Section 75 claim which will cost the credit card company thousands if not millions.

jem16

bignred05 said:

jem16 said:

bignred05 said:

some good news here, had a text message off one of my two credit cards whom I've done a charge back with.
(don't ask how or why I used 2 different cards, even I don't know)
anyway the main purchase of the flights money has finally been refunded i'm informed, although Air Transat has 45 days to challenge this, if they do its a Section 75 to follow. Either way I'm getting my money back.

Credit Card, Tesco, charge back submitted on the 10.May.2020, although I have since been told they never actually received it until the 18.May.2020 due to the backlog. 

Good to hear you've made some progress. Amex seem to be the best so far as my son contacted them on 8th May and the refund was in his account that day. Hopefully he should hear soon whether it's been successful or not as his account now says In Progress whereas before it said Closed although the letter he received did say Air Transat could dispute. I guess they have now done so.

I wonder what the credit card company's stance will be if Air Transat do challenge it.
as things stand its cost the credit card company nothing with the charge back, if Air Transat challenge it well the next step is a Section 75 claim which will cost the credit card company thousands if not millions.

Air Transat will probably dispute it and you can then rebut it. As AT are clearly breaking EU law, then Visa/MasterCard/Amex may still side with the customer. As you say, a section 75 will be next.

_BeerMatt_

Jem16.  Yes that's the link

_BeerMatt_

How long do Air Transat normally take to reply on twitter or fb messenger?

I tried calling but just a million options!

bignred05

jem16 said:

bignred05 said:

jem16 said:

bignred05 said:

some good news here, had a text message off one of my two credit cards whom I've done a charge back with.
(don't ask how or why I used 2 different cards, even I don't know)
anyway the main purchase of the flights money has finally been refunded i'm informed, although Air Transat has 45 days to challenge this, if they do its a Section 75 to follow. Either way I'm getting my money back.

Credit Card, Tesco, charge back submitted on the 10.May.2020, although I have since been told they never actually received it until the 18.May.2020 due to the backlog. 

Good to hear you've made some progress. Amex seem to be the best so far as my son contacted them on 8th May and the refund was in his account that day. Hopefully he should hear soon whether it's been successful or not as his account now says In Progress whereas before it said Closed although the letter he received did say Air Transat could dispute. I guess they have now done so.

I wonder what the credit card company's stance will be if Air Transat do challenge it.
as things stand its cost the credit card company nothing with the charge back, if Air Transat challenge it well the next step is a Section 75 claim which will cost the credit card company thousands if not millions.

Air Transat will probably dispute it and you can then rebut it. As AT are clearly breaking EU law, then Visa/MasterCard/Amex may still side with the customer. As you say, a section 75 will be next.

Yes Air Transat may well dispute it, but part of my claim was they are clearly breaking UK law by refusing the refund which I (and others) are legally entitled to.

I can recall a recent query in my work about a chargeback, I was told that we had to jump through hoops to prove this payment was valid otherwise the banks put on an extra charge as well. (£15) 

jem16

_BeerMatt_ said:

How long do Air Transat normally take to reply on twitter or fb messenger?

I tried calling but just a million options!

At the moment it could be a day or two before they reply as they are inundated with messages. Calling is a waste of time as people have been on hold for over 3 hours! You would also need to record the call as proof.

jem16

Anyone wanting help with this should pop over to this Facebook group where you will get a lot of help and useful information too. It's mostly Canadian but there are plenty of UK members too.

https://www.facebook.com/groups/AirPassengerRights/

jem16

bignred05 said:

jem16 said:

bignred05 said:

jem16 said:

bignred05 said:

some good news here, had a text message off one of my two credit cards whom I've done a charge back with.
(don't ask how or why I used 2 different cards, even I don't know)
anyway the main purchase of the flights money has finally been refunded i'm informed, although Air Transat has 45 days to challenge this, if they do its a Section 75 to follow. Either way I'm getting my money back.

Credit Card, Tesco, charge back submitted on the 10.May.2020, although I have since been told they never actually received it until the 18.May.2020 due to the backlog. 

Good to hear you've made some progress. Amex seem to be the best so far as my son contacted them on 8th May and the refund was in his account that day. Hopefully he should hear soon whether it's been successful or not as his account now says In Progress whereas before it said Closed although the letter he received did say Air Transat could dispute. I guess they have now done so.

I wonder what the credit card company's stance will be if Air Transat do challenge it.
as things stand its cost the credit card company nothing with the charge back, if Air Transat challenge it well the next step is a Section 75 claim which will cost the credit card company thousands if not millions.

Air Transat will probably dispute it and you can then rebut it. As AT are clearly breaking EU law, then Visa/MasterCard/Amex may still side with the customer. As you say, a section 75 will be next.

Yes Air Transat may well dispute it, but part of my claim was they are clearly breaking UK law by refusing the refund which I (and others) are legally entitled to.

Yes it really should form the main part of your claim. It may be a good idea to follow up with the CAA and escalate your complaint with them as they suggested.