Refund from Hoppa re cancellation

VJ

Our holiday to Crete has been cancelled due to the coronavirus. We had booked a mini bus for 8 people from the airport to villa, and return with Hoppa. At a cost of £179. They are refusing to refund us but will give us a credit to be used by the end of June next year. However, in their terms & conditions it states that if you cancel within 15 days of the first trip,I.e. when you arrive, you will be refunded 75% of the cost. I gave 3 weeks notice. We are not sure we’ll be able to reorganise another holiday all together by that time due to work commitments. Where do I go to make a complaint and to get the refund?

heatherw_01

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Westin

@VJ:  I read this on their website, so slightly different to what you have "8.1. Cancellations must be made by you using our website or app. You may be entitled to a refund, depending on when you cancel your booking, as follows:

(i) Cancellation charges vary by supplier, please refer to the terms and conditions and the specific cancellation policy of the supplier booked at the time of booking."

If you have agreed booking terms and conditions which allow you to be refunded 75% of the cost then I would call them again to ask why they are not following these terms.

VJ

Many thanks Westinghouse. Yes, I did cancel via the website. Then received automated e mail from Hoppa stating:- the monies will  be carried over to a new booking by the end of the year. When I queried this stating the terms & conditions they then updated to be used by end of June 2021 and advising they are not in a capacity to make refunds! I queried this again pointing out terms & conditions and still they reply with same answer. 

VJ

Sorry westin. Auto spelling for some reason changed to Westinghouse! Strange.

Cath49d

Hi I am looking for some advice. I too have only been offered a credit note with hoppa. Has anyone actually managed to get a refund and if so how?

RELAX13

Hi
We are in the same position they just keep saying only credit note but with my health conditions it will be years until i dare travel again if ever, therefore surely this is making the credit note pointless, basically they are stealing our money especially when they go bust and the credit note is worthless.......   !!!!!!If you have agreed booking terms and conditions which allow you to be refunded 75%????
Any help Martin or your team ???

jocarter999

VJ said:

Our holiday to Crete has been cancelled due to the coronavirus. We had booked a mini bus for 8 people from the airport to villa, and return with Hoppa. At a cost of £179. They are refusing to refund us but will give us a credit to be used by the end of June next year. However, in their terms & conditions it states that if you cancel within 15 days of the first trip,I.e. when you arrive, you will be refunded 75% of the cost. I gave 3 weeks notice. We are not sure we’ll be able to reorganise another holiday all together by that time due to work commitments. Where do I go to make a complaint and to get the refund?

Hi

i have submitted a claim through PayPal which was how I made the payment, it is currently going through the resolution centre, as they are still only offering a credit note, I will let you know how I get on. Have you thought of doing a chargeback or similar on your original payment method? 

paulst19

Booked transfers in January for May year for £185 and have subsequently cancelled these in line with their policy so expected 75% of the value back.  I have contacted them 4 times now to advise that i want a cash refund and not a voucher.  Now ussually I probably would accept a voucher but this is a one off and I would not have a need for transfers again.  Think I have used them one other time in 10 years.  Just some of the responses below.

Thank you for your email. The global travel industry is currently facing an unprecedented disruption, so instead of issuing a cash refund, we will issue you with a Hoppa credit for the full value of your original booking. No monetary refunds will be issued. You are able to use your credit as soon as you are able to travel and we are extending the validation period for these credits to 30th June 2021 – this will be extended further if necessary.  

By accepting the credit, you will be helping to support Hoppa as a valued client whilst we navigate our way through this period until everyone is able to travel as normal again.

The situation we all find ourselves in at the moment is unforeseen and we are sure that you will understand as a company that we have implemented certain procedures and processes to make sure we are able to deliver a brilliant service to our customers in the future when this pandemic has come to an end.

We understand your frustration, however, we are sure you will understand this given the circumstances.

Another

We do appreciate the position you are in, and in normal circumstances we would not take this stance.

 

However, right now our company policy is to refund customers with hoppa credits that can be used a later stage on another airport transfer as we are unable to process refunds through our merchant provider.

In others they even Cite ABTA as advising them to only offer vouchers.  I have reported to the CMA and hopefully others will do as they are clearly holding onto cash and not even offering interest on the money they are holding.

Life__Goes__On

paulst19 said:

Booked transfers in January for May year for £185 and have subsequently cancelled these in line with their policy so expected 75% of the value back.  I have contacted them 4 times now to advise that i want a cash refund and not a voucher.  Now ussually I probably would accept a voucher but this is a one off and I would not have a need for transfers again.  Think I have used them one other time in 10 years.  Just some of the responses below.

Thank you for your email. The global travel industry is currently facing an unprecedented disruption, so instead of issuing a cash refund, we will issue you with a Hoppa credit for the full value of your original booking. No monetary refunds will be issued. You are able to use your credit as soon as you are able to travel and we are extending the validation period for these credits to 30th June 2021 – this will be extended further if necessary.  

By accepting the credit, you will be helping to support Hoppa as a valued client whilst we navigate our way through this period until everyone is able to travel as normal again.

The situation we all find ourselves in at the moment is unforeseen and we are sure that you will understand as a company that we have implemented certain procedures and processes to make sure we are able to deliver a brilliant service to our customers in the future when this pandemic has come to an end.

We understand your frustration, however, we are sure you will understand this given the circumstances.

Another

We do appreciate the position you are in, and in normal circumstances we would not take this stance.

 

However, right now our company policy is to refund customers with hoppa credits that can be used a later stage on another airport transfer as we are unable to process refunds through our merchant provider.

In others they even Cite ABTA as advising them to only offer vouchers.  I have reported to the CMA and hopefully others will do as they are clearly holding onto cash and not even offering interest on the money they are holding.

Are you trying to get your money back via any other methods?

Cath49d

Hi any update on this. I too am getting the narrative re a credit note. Is that legal 
can they simply only give a credit. Surely we are entitled to a refund? Thanks.