Refund for cancelled flight via credit card

Sallibee

I have a journey booked for April 15th with THY Gatwick-Istanbul and Istanbul-Izmir. Gatwick-Istanbul has been cancelled by THY, but the domestic flight is still flying, though with a time change (which I'm asked to confirm or cancel - I think that if I cancel, I will lose the money as I, not they, have cancelled!).

I booked it with Gotogate online. Gotogate says (by email) not to contact them if the flight is more than 10 days away, but its webpage says to check if the airline gives refunds. The THY page says to go through the agency. They are obviously throwing the responsibility on each other.

Is it possible to just claim directly from the credit card bank? I'm trying to gather all the information so that I don't end up going round in circles. I've already recently lost the cost  of a Thomas Cook flight as it was under 100 pounds!  

born_again

If you don't get anything by 16 April then you would have a non receipt chargeback right.
What is the debit description on your statement. If it's Airline (then they refund) if it's gotogate, then they should be refunding.
One reason to book direct. 

Multitaskingmum2

Can anyone advise ... flight booked with Gotogate pre CV19 from Sydney to UK with Thai Airlines on creditcard.  Thai airlines have notified me that the flight is cancelled and that I need to contact Gotogate.  I've been trying to contact gotogate who's phone number doesn't work and they don't respond to emails.  Today I've received an email informing me that I must respond within 24 hours of receipt to either rebook the flight (at some unknown cost for another date) or apply for a refund which they say could take up to a year and won't be in full.   Mastercard - with whom I lodged a dispute more than 4 weeks ago - are taking more than 60 days to review and clearly you can't speak to their disputes team.  I thought by booking with my credit card I'd be fully covered?  Am I covered by my credit card does anyone know for sure and do I have to respond to Gotogate - they only give these two options, neither of which suit me.  Thanks in advance.

Tildaplum

As with all payments by credit card the credit card company are equally liable with the merchant.

Sounds like you did the right thing by opening a claim but she will just have to cut them some slack because obviously there are a lot of claims at the moment and obviously a lot fewer staff

Tildaplum

this may or may not help

https://www.dailymail.co.uk/money/holidays/article-8203941/What-rights-booked-holiday-party-booking-site.html

eskbanker

Tildaplum said:

As with all payments by credit card the credit card company are equally liable with the merchant.

Maybe a bit pedantic but it's not all CC payments, just those qualifying for coverage by Section 75 of the Consumer Credit Act 1974, which excludes transactions where there isn't a direct debtor-creditor-supplier chain, such as booking a flight via an agent like Gotogate....

Tildaplum said:

this may or may not help

[Daily Mail link]

There's help closer at hand than external sites, linked further up the page: https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/

born_again

Multitaskingmum2 said:

   Mastercard - with whom I lodged a dispute more than 4 weeks ago - are taking more than 60 days to review and clearly you can't speak to their disputes team.  

A dispute gives the retailer 45 days to reply. That is Mastercard regulations. AT ALL TIMES. So nothing is different now. Other than banks are swamped at the moment, with claims (that may be rejected) and a shortage of staff. Hence why it will take longer for them to get back to you.
Mastercard do not have a disputes team. You speak to your card provider who action it for you.

Tildaplum

thanks esk

this may also help

https://www.travelweekly.co.uk/articles/367301/advice-what-you-need-to-know-about-chargebacks-and-section-75-of-the-consumer-credit-act