Virgin Flight Cancelled, Southall Travel refuse Refund

Babycakes

I have flights booked on Virgin Atlantic, which I bought through Southall Travel.
Southall Travel are now hanging up the phone and being rude when I ask for a refund, saying that Virgin are only giving vouchers.  Any idea what I should do?
I paid with my credit card.

Sallibee

From what I've read on this forum, you should approach the airline and if they cancelled, you don't have to accept vouchers. My airline and online agency are throwing it back at each other (I have booked one journey, the second leg of which is domestic and still flying but at a different time, but the first, Gatwick-Istanbul leg, has been cancelled  by THY.) I'm hoping to find some information about credit card refunds. When Thomas Cook folded Santander contacted me about making a claim, but my flight was less than 60 pounds, so I lost the money. I don't intend to lose 140 pounds this time round.  So much for consumer rights! Maybe post your question in some other categories in this forum?

bp12348

We are also in the same position with Southall Travel. Norwegian airlines have said to speak to our travel agents to claim a refund. Southall travel have said they can only offer the refund as a credit note. Hotels we have booked have said we can claim a full refund too. Southall travel are extremely rude on the phone, shouting at us, talking over us, when we have been quite polite. We are extremely disappointed by their service and not sure how to proceed further. Its infuriating!

Aylesbury_Duck

You just have to persevere.  Sallibee was misinformed.  Your contract is with the agent, so it's pointless contacting the airline.  They don't have a contract with you so won't refund you.  Keep on at the agent.  It's a lesson to book directly next time.  Saving a few quid on flights is all very well, but you're now experiencing the downside.

Browntoa

As above , your flights were booked via an agent and they must claim 

Westin

bp12348 said:

We are also in the same position with Southall Travel. Norwegian airlines have said to speak to our travel agents to claim a refund. Southall travel have said they can only offer the refund as a credit note. Hotels we have booked have said we can claim a full refund too. Southall travel are extremely rude on the phone, shouting at us, talking over us, when we have been quite polite. We are extremely disappointed by their service and not sure how to proceed further. Its infuriating!

This may be because Norwegian have not been processing cash refunds, instead offering credit, or what they call CashPoints.  I very much doubt any agent will give you a refund until they receive the money from the airline.

Alan_Bowen

Virgin Atlantic has said they will need 100 days before they begin to issue refunds so no agent is in a position to give you your money back at present. They have also pleaded, unsuccessfully so far, with our government asking for a £500 million bailout, make of that what you will. 

stuinn

I am still waiting for Southall travel to refund for my Virgin flights cancelled in April. I called them and a representative became very rude when I asked for a refund and only offered vouchers and when I declined them he cut off the call. I have sent emails to them and not one has been responded to. They must have had the refunds from Virgin by now and not sure what action to take next.

blindman

stuinn said:

I am still waiting for Southall travel to refund for my Virgin flights cancelled in April. I called them and a representative became very rude when I asked for a refund and only offered vouchers and when I declined them he cut off the call. I have sent emails to them and not one has been responded to. They must have had the refunds from Virgin by now and not sure what action to take next.

Not so
I'm still waiting for a refund from 7th April.
I'm expecting a refund by 10th August latest...

mattyprice4004

stuinn said:

I am still waiting for Southall travel to refund for my Virgin flights cancelled in April. I called them and a representative became very rude when I asked for a refund and only offered vouchers and when I declined them he cut off the call. I have sent emails to them and not one has been responded to. They must have had the refunds from Virgin by now and not sure what action to take next.

No, they really won’t have had the refund yet - read the rest of the comments about Virgin’s refund timescales 

insert_random_name_here

Regardless of who you booked with, you have a right to a refund for a cancelled flight. If the service has not been provided and the business is being difficult, then stop arguing with them and contact your credit card company and do a Section 75 claim (or debit card chargeback). Be aware banks might have a backlog (Natwest was around 45 days in early June)