Travelpack

Wongus

Has anybody had any luck or issues with Travelpack? The airline that I booked my flight with started to offer full refunds for flight cancellations two weeks ago. I have been trying to get in touch with Travelpack for 2 weeks now via email/phone with no luck. There is no response to email, and the phone system seems to put you on a holding loop, before cutting you off when you get to the front of the queue.

Westin

Is that unnamed airline still offering refunds?  I would check the policy on the airline website.  Many (I though most) are only offering credit vouchers).  If the airline has changed their position this may be impacting Travelpack.  I can't see them refunding you unless the airline refunds them.

Travelpack, like all travel businesses and airlines, will be prioritising calls (using their own limited staff resources) to those customers stranded overseas and yet to be able to get back home, plus those who had been travelling imminently.   Unless this latter part is you, you will likely just need to show patience. 

Wongus

Westin said:

Is that unnamed airline still offering refunds?  I would check the policy on the airline website.  Many (I though most) are only offering credit vouchers).  If the airline has changed their position this may be impacting Travelpack.  I can't see them refunding you unless the airline refunds them.

Travelpack, like all travel businesses and airlines, will be prioritising calls (using their own limited staff resources) to those customers stranded overseas and yet to be able to get back home, plus those who had been travelling imminently.   Unless this latter part is you, you will likely just need to show patience. 

The unnamed airline policy remains unchanged. I had another flight booked directly via the same airline, and I received the full refund from them within a few days of cancelling the flight.

I have since been able to speak directly to the airline to cancel the flight booked via Travelpack, and they pointed me back towards Travelpack for the refund. However you are probably correct in terms of showing patience, I was just wondering whether anybody else is experiencing radio silence from Travelpack. 

Angelaa1221

Hi all, 

I had a flight scheduled to Seoul, South Korea for my sister’s wedding at the end of May. My flight has been cancelled last week which I’m sad about as I cannot attend the wedding anymore. The flight was bought online from a 3rd party (Travelpack). Travelpack has told me that they will issue a refund but take away Atol and Safi which is non-refundable for £4.50 and a Refund processing fee of £25. 

I contacted TSB credit card which the flight was bought from and they have forwarded it to a dispute team. (I’m not sure whether this is section 75.) However, I got a letter saying today that this is only applicable to flight that are within EU and international flights will be subject to T&C. 

Is there anyway I can get a full refund? Can Travelpack charge me for a refund processing fee when the service I bought for has not been delivered?

Thanks. 

Alan_Bowen

ATOL fees go to the government and are never refundable, airline failure cover would have paid out if the airline went bust, so that is not recoverable. Although I haven't checked their booking conditions, £25 for all the work the agent has done in booking and cancelling the ticket seems entirely reasonable to me

OrangeSky

Hi all,

I recently had my flight cancelled by my airline due to the Coronavirus and like many other folk I'm trying to get a refund from the travel agent I purchased the ticket from, in this case Travelpack.

At first they tried to offer me a voucher, which I declined and requested a full cash refund. They said this would be possible but would incur a £29.50 processing fee. When I questioned this, I was told this was part of the Terms & Conditions. When I questioned where on the T&Cs that I would be liable for being charged when the airline cancelled the flight and was told that the management would waive the processing fee of £25, but £4.50 would be non-refundable:

SAFI (Scheduled Airline Failure Insurance) + All Protection & Bonding Levy charges

I had a look on their website again: travelpack.com/general/terms and there is a section where it states:

Refunds

Refunds will not be paid until they have been received by Travelpack from the relevant airline. Usually a delay of 8-10 weeks may be incurred but in some cases (e.g. lost tickets) this delay may be increased by up to 9 months.
Not all Taxes are refundable. Some airlines do not refund their fuel surcharge (this is usually included in the tax). Please contact us for an exact amount that will be refunded.

All credit card charges are non refundable.

All SAFI (Scheduled Airline Failure Insurance) charges are non refundable.
All Protection & Bonding Levy charges are non refundable.
All Booking Fees are non refundable.

The above non refundable charges are applicable in all circumstances.

While it does state the charges are applicable in all circumstances and its only £4.50, do I have any way of claiming all my money back at all via a Section 75 claim? (should I even consider going down the S75 path?)

I should just add that the SAFI (Scheduled Airline Failure Insurance) and All Protection & Bonding Levy charges were not optional add-ons when I purchased the ticket and were only disclosed in the fare breakdown after I purchased the ticket.

I appreciate everyone's feedback and advice in advance.

Thanks

OrangeSky

Have you had any joy with Travelpack?

I'm trying to claim a full refund too.

OrangeSky

Angelaa1221 said:

Hi all, 

I had a flight scheduled to Seoul, South Korea for my sister’s wedding at the end of May. My flight has been cancelled last week which I’m sad about as I cannot attend the wedding anymore. The flight was bought online from a 3rd party (Travelpack). Travelpack has told me that they will issue a refund but take away Atol and Safi which is non-refundable for £4.50 and a Refund processing fee of £25. 

I contacted TSB credit card which the flight was bought from and they have forwarded it to a dispute team. (I’m not sure whether this is section 75.) However, I got a letter saying today that this is only applicable to flight that are within EU and international flights will be subject to T&C. 

Is there anyway I can get a full refund? Can Travelpack charge me for a refund processing fee when the service I bought for has not been delivered?

Thanks. 

Have you had any joy?

When I queried Travelpack about the processing fee they waived it for me. They are still saying that the All SAFI (Scheduled Airline Failure Insurance and All Protection & Bonding Levy charges are non-refundable though.

Caz3121

for £4.50 I would take this as a cheap lesson to book directly with the airline in the future - some agencies are charging £200 to process refunds (as per their t&cs) sounds like a good result that they have waived the processing fee as they will still need to do work to obtain the refund from the airline, process and return to you. Agents rarely work for free.

Life__Goes__On

"

Angelaa1221 said:

I contacted TSB credit card which the flight was bought from and they have forwarded it to a dispute team. (I’m not sure whether this is section 75.) However, I got a letter saying today that this is only applicable to flight that are within EU and international flights will be subject to T&C. 

The TSB shouldn't have rejected you for that reason,  if bought on a credit card it doesn't matter if they were EU flights or non EU flight.

But they were right to reject your claim ask you agreed If you agreed to the booking agents fee when you bought the tickets.

OrangeSky

Caz3121 said:

for £4.50 I would take this as a cheap lesson to book directly with the airline in the future - some agencies are charging £200 to process refunds (as per their t&cs) sounds like a good result that they have waived the processing fee as they will still need to do work to obtain the refund from the airline, process and return to you. Agents rarely work for free.

£200?!   Wow! I should consider myself lucky.

Indeed it does seem like a cheap lesson, although Travelpack were cheaper than the airline when purchased the ticket. I thought it would be no harm in asking if there was anyway of getting the £4.50 (thats a least a pint of beer in my book ).