STA Travel - Refusing Refund

z.j.c

Hi 
Looking for some advice. 
Booked flights with STA Travel to New York with Virgin Atlantic which have been cancelled. STA are refusing to refund saying I am only entitled to a Credit Voucher with STA?
Can I claim the money back via my Credit Card or not?

LynneN

Same situation my daughter is in. Qatar are refunding for cancelled flights but STA are keeping it and offering vouchers. Surely that is illegal? It is not their money

Westin

LynneN said:

Same situation my daughter is in. Qatar are refunding for cancelled flights but STA are keeping it and offering vouchers. Surely that is illegal? It is not their money

I am not sure that is the case. I think Qatar Airways are only offering travel waivers, rescheduling of flights or a credit voucher.

On their website -
“If you are affected, you can re-book your ticket to alternative dates or destinations, or opt to receive a voucher for future travel, valid for one year from its issuance date. This policy applies to all tickets issued anytime until 30 June 2020, for travel on or before the same date.”

z.j.c

I'm sure under EU Regulations so long as the flight is to/from the UK if its cancelled you are legally entitled to a refund and don't have to take the voucher.

In this case STA have taken it upon themselves to say they have changed their T&C's and they don't have to provide a refund but this can't be right?

AshleighN

Westin said:

LynneN said:

Same situation my daughter is in. Qatar are refunding for cancelled flights but STA are keeping it and offering vouchers. Surely that is illegal? It is not their money

I am not sure that is the case. I think Qatar Airways are only offering travel waivers, rescheduling of flights or a credit voucher.

On their website -
“If you are affected, you can re-book your ticket to alternative dates or destinations, or opt to receive a voucher for future travel, valid for one year from its issuance date. This policy applies to all tickets issued anytime until 30 June 2020, for travel on or before the same date.”

Qatar Airways have changed their terms and conditions. On their website it states:
"Whether you need to book your trip back home, or have an upcoming trip, we are offering you flexibility to change your travel plans. You can either change your date of travel free of charge, exchange for a future travel voucher with 10% additional value or request a refund*. "

I have contacted STA further regarding requesting a refund as per Qatars new policy and STA are still saying they can only offer credit vouchers. I don't understand how they can do this, as the airline is offering a refund?

z.j.c

Im sure STA can't do this. If the flights cancelled I am sure they are legally required to give you a refund but STA seem to be flaunting the law. 

I'm trying to get advice as to if this is something I can raise with a Credit Card dispute but no one seems to be able to help. 

sarahgreen38

I'm in the exact same situation, help! Every single piece of legal advice I've read from CAA, EU regulations etc. states that I should be entitled to a refund. I contacted Emirates directly who checked my ticket and confirmed over the phone that the ticket is fully refundable and the flight was cancelled. Unable to get this in writing because they will only communicate with the travel agency. STA Travel refusing to contact Emirates because, and I quote "it doesn't matter whether Emirates will refund us because our policy still isn't to refund you'. Only offering me a travel voucher despite what Emirates said. Credit card company can't do anything without evidence in writing from Emirates that I'm entitled to a refund and evidence from STA that they will not give me one, neither party willing to give me that evidence. Really need some help here because its a lot of money I can't afford to have sat with them in voucher form!

Westin

AshleighN said:

Westin said:

LynneN said:

Same situation my daughter is in. Qatar are refunding for cancelled flights but STA are keeping it and offering vouchers. Surely that is illegal? It is not their money

I am not sure that is the case. I think Qatar Airways are only offering travel waivers, rescheduling of flights or a credit voucher.

On their website -
“If you are affected, you can re-book your ticket to alternative dates or destinations, or opt to receive a voucher for future travel, valid for one year from its issuance date. This policy applies to all tickets issued anytime until 30 June 2020, for travel on or before the same date.”

Qatar Airways have changed their terms and conditions. On their website it states:
"Whether you need to book your trip back home, or have an upcoming trip, we are offering you flexibility to change your travel plans. You can either change your date of travel free of charge, exchange for a future travel voucher with 10% additional value or request a refund*. "

I have contacted STA further regarding requesting a refund as per Qatars new policy and STA are still saying they can only offer credit vouchers. I don't understand how they can do this, as the airline is offering a refund?

Which is great but have they said how long the refund process will take?   In recent days other airlines, it has been suggested, have said 4-6 weeks, or 90 days.     STA will likely only refund the customer when the airline refunds them.

Westin

sarahgreen38 said:

I'm in the exact same situation, help! Every single piece of legal advice I've read from CAA, EU regulations etc. states that I should be entitled to a refund. I contacted Emirates directly who checked my ticket and confirmed over the phone that the ticket is fully refundable and the flight was cancelled. Unable to get this in writing because they will only communicate with the travel agency. STA Travel refusing to contact Emirates because, and I quote "it doesn't matter whether Emirates will refund us because our policy still isn't to refund you'. Only offering me a travel voucher despite what Emirates said. Credit card company can't do anything without evidence in writing from Emirates that I'm entitled to a refund and evidence from STA that they will not give me one, neither party willing to give me that evidence. Really need some help here because its a lot of money I can't afford to have sat with them in voucher form!

The Emirates website makes reference only to voucher refunds.   
Are you sure, having read your ticket conditions, that it is a fully-refundable ticket? 

Cheeks37

I'm in the same position - my flights with Cathay were cancelled in mid-March - STA spoke to Cathay directly, who confirmed I could have a refund and STA told me I would be refunded.  12 days later STA emailed me to say that I would now only be getting a travel voucher as their T&Cs had been 'updated' - they simply cannot do this - you can't change the T&Cs without both parties agreeing to it.  I am trying to speak to their customer department as I am not accepting travel vouchers and just keep telling them that I want my money back.  I am considering doing a money claim online.  

immy7600

similar situation with opodo and emirates, seems emirates have changed there T&C's in a flash to only give vouchers. Have rang credit card company to do a S75 claim. they are hesitant but i have told them, we paid for flights for a certain date due to a birthday. to give us vouchers to go in future wont make no sense as the birthday would have past