Loveholidays.com refusing refund after holiday cancellation

lucy_wozi

Okay, I will try to keep this short but as detailed as possible.

Firstly, I'm sure that I am not the only person to be experiencing something like this at this moment in time, however, I had a holiday booked to Paphos, Cyprus on the 29th of March 2020. I booked this with my boyfriend as a package holiday with loveholidays.com. We saw on the news (14/03) that the Cypriot government weren't allowing anyone into the country unless you were a resident or held a Cypriot passport.

Following this, we contacted our airline (Ryanair) who notified us that the flights were cancelled and that we could either change the dates of our holiday or request a full refund. We opted for the refund option. The package holiday company sent an email stating that if our flight has been cancelled then we were to go onto 'manage booking' and state that 'my flight has changed' and press the option saying 'my flight is cancelled' and by doing this a refund will be issued to the card used to book the holiday - we followed these instructions.

Fast forward to today (24/03), I received an email from loveholidays stating that due to COVID-19, our holiday was cancelled and that action was required on the website. When logging in and going onto 'manage my booking' the only options available were to change the date of my holiday or accept and redeem a voucher which is to be used by 21/03/2021. This isn't an option for me as I work part time and I am a full time university student. I contacted an agent via 'live chat' and I made sure to ask if I was entitled to a refund and was constantly brushed off and told that I could have a voucher instead until eventually, I received this answer: 'At this time no, we are not refunding we are re-organizing bookings'.

It is not fair that I was already given the option for a refund and that I applied for it but have now revoked refunds as an option and are offering 'vouchers' instead. Vouchers, once redeemed, are non-exchangeable for cash.

It is also worth mentioning that I have travel insurance (which covers any disruption caused by the virus) and reside within the UK.

I have attached screenshots of the conversation with the agent as well as the email mentioned above

What options do I have to get a refund? Do I have to go through my holiday insurance?

Thank you in advance for all of your help.

Blue_sky101

I also booked with Loveholidays to fly to Portugal on 10/04. After contacting them via ‘lice chat’ they tried to fob me with ‘Our holidays are ATOL protected’ etc. Eventually the agent said they’re ‘reorganising’ holidays’ and are not offering refunds. 

Claim on your travel insurance. Mine doesn’t cover ‘prohibitive restrictions placed  by governments’ so I’m screwed there. 

My last hope is a section 75 claim on my  credit card.

vk246w

I too booked with Loveholidays and am being told they are not doing refunds at this time. I have live chatted 3 times with them, due to travel 23rd March. Allegedly, waiting to find out what money they will be refunded by the airline!! Have been offered voucher of £285 for the hotel. 
Seems to me, their dragging their feet till the new package holiday no refund thing comes into play.
I hope you resolve your issues with them.

Okydoky25

Was the Refund from Ryanair refunded time you or back to Love Holidays? I’m in the same position and Pegasus have refunded Loveholidays. 

lucy_wozi

Okydoky25 said:

Was the Refund from Ryanair refunded time you or back to Love Holidays? I’m in the same position and Pegasus have refunded Loveholidays. 

I've applied for the refund through Ryanair and as far as I'm aware that's being sorted out. I told the loveholidays agent that Ryanair were refunding customers and asked why they couldn't. He then changed his story and said I'd be refunded that part but nothing for the accommodation and instead the voucher.

Blue_sky101

My refund request with Ryanair is also going through as far as I know. I’ve been on LH site and informed them my flights have been cancelled. Not heard anything yet. 

Why can’t Ryanair just refund the actual passenger? They’d at least get some cash back even if LH refuse the hotel refund. 

Just read something saying section 75 protection doesn’t apply if you book through an agent which LH is. 

That refund looks slimmer than ever now. 😩

Potbellypig

Not really a lot you can do about it right now. You are most likely one of many many thousands they are responding too. You've got absolutely no chance in them turning around and saying now you've threatened seeking legal advice we're going to give you cash instead of vouchers. 

Westin

Vee2017 said:

My refund request with Ryanair is also going through as far as I know. I’ve been on LH site and informed them my flights have been cancelled. Not heard anything yet. 

Why can’t Ryanair just refund the actual passenger? They’d at least get some cash back even if LH refuse the hotel refund. 

Just read something saying section 75 protection doesn’t apply if you book through an agent which LH is. 

That refund looks slimmer than ever now. 😩

Because you booked via LoveHolidays.

Alan_Bowen

In fact on a telephone call with the industry on Tuesday this week, ABTA advised members who had originally offered refunds that they could change their policy and say that vouchers were the only option, so it is hardly surprising that so many tour operators are doing exactly that

gregcottone

Hi . we booked an Holiday with loveholidays after few attempt to contact them i found out that they reply after a week or more ,live chat isn't working we were aware that our flight to spain could be cancelled in fact jet2 cancelled it i rang them and very promt with amazing custmer care give me a choice if i wanted to book another time or change the holiday with them or refund ,we opt for refund and the send me an email that confirm that ,after that i been trying to contact loveholidays over a week every day no reply no phone working no livechat no reply to my emails ,just we wanted them to reply and confirm that we couldnt go on holiday and were cancelled the ammont of stress we going through ,hours on the internet and waitng im very upset and wont use them ever again poor custmer service . Apologise for my english as im Italian 

ada1973

Booked with love Holidays due to fly on 7th April. Flight cancelled due to Coronavirus. Still waiting for refund. Received email from Ryanair on 23 june stating refund had been processed and should be in my account within 5-7 working days. Turns out the refund has been issued to Loveholidays and I am now trying to chase them for my refund for flight £1138. Can't get in touch with loveholidays after several attempts. I have spent so much time chasing this refund over the last three months I am now at the end of my tether. Really stressful. HELP!