Travelpack

tomhlord

I've signed up to this forum just to post about the terrible service I'm currently receiving from Travelpack.
Due to COVID-19 we weren't able to travel to Japan. Return flights for two people booked with Travelpack.
We were guaranteed a refund in 6-8 weeks. I was okay with the admin fee and even not receiving the money back for the seats. Eight weeks came and went, then I'm told ten weeks.
Guess what? Ten weeks has been and gone.
I have so far sent 18 emails to customer service and called 19 times. The refund is still MIA.
I have it in writing in an email from last week that I shall receive it in five working days. I didn't.
I called them this past Tuesday 21/07/20 and I was told it had been processed and I simply need to wait for my bank to process the transfer.
I called today (23/07/20) and then I was told it didn't have the money back from the airline and I may receive the refund in the first week of August! Yet, I have an email from Travelpack on 06/07/20 saying they had actually received the money from the airline.
What on earth? We are now seriously out of pocket. We have an email confirmation of a refund on 06/05/20, so we are 11 weeks in and still no end in sight!
What do you think our next steps should be, please? Any help would be greatly appreciated!

OrangeSky

tomhlord said:

I've signed up to this forum just to post about the terrible service I'm currently receiving from Travelpack.
Due to COVID-19 we weren't able to travel to Japan. Return flights for two people booked with Travelpack.
We were guaranteed a refund in 6-8 weeks. I was okay with the admin fee and even not receiving the money back for the seats. Eight weeks came and went, then I'm told ten weeks.
Guess what? Ten weeks has been and gone.
I have so far sent 18 emails to customer service and called 19 times. The refund is still MIA.
I have it in writing in an email from last week that I shall receive it in five working days. I didn't.
I called them this past Tuesday 21/07/20 and I was told it had been processed and I simply need to wait for my bank to process the transfer.
I called today (23/07/20) and then I was told it didn't have the money back from the airline and I may receive the refund in the first week of August! Yet, I have an email from Travelpack on 06/07/20 saying they had actually received the money from the airline.
What on earth? We are now seriously out of pocket. We have an email confirmation of a refund on 06/05/20, so we are 11 weeks in and still no end in sight!
What do you think our next steps should be, please? Any help would be greatly appreciated!

If you paid by credit card I would e-mail Travelpack and request that if the money is not refunded by the first week of August you will start a chargeback claim with your credit card company.

OrangeSky

yodaandpip2019 said:

My mum went to USA in March and when the covid situation worsened her return flight was cancelled. We rebooked her a flight (with an airline direct) as advised by travelpack who we booked her original flight through. We have received a partial refund for canceled return flight but her insurance company have said she can't claim for the new return flight we booked her.  Is this correct? Should Travelpack not have offered her a new flight?

This is probably a post I would start a separate thread for, people are more likely to read it, as this tread title is only really going to get the attention of people who are trying to get refunds on flights and holidays booked with Travelpack. Whereas your situation involves insurance.

OctChick

I was due to fly to India 18th April.  I got in touch with Travelpack end of march about my flight.  They said they will issue refund once the flight is cancelled.  They said to wait 8-10weeks,  which i did. I then emailed them weekly they kept saying Refund pending from Airline.  I emailed Air India directly who confirmed my refund had been processed,  (I knew it would have, as my parent's who had booked same flight through different TA had recieved their refund)  I forwarded the email to Travelpack and they said OK your email is now with refunds department,   be patient,  im in a queue for refunds.  I dont think they have any intention of paying up,  the lies they fed for months.  I want that money asap now,  what is the best way?

[Deleted User]

OctChick said:

I was due to fly to India 18th April.  I got in touch with Travelpack end of march about my flight.  They said they will issue refund once the flight is cancelled.  They said to wait 8-10weeks,  which i did. I then emailed them weekly they kept saying Refund pending from Airline.  I emailed Air India directly who confirmed my refund had been processed,  (I knew it would have, as my parent's who had booked same flight through different TA had recieved their refund)  I forwarded the email to Travelpack and they said OK your email is now with refunds department,   be patient,  im in a queue for refunds.  I dont think they have any intention of paying up,  the lies they fed for months.  I want that money asap now,  what is the best way?

If you paid by credit card, try instigating a section 75 but they may say as the airline has said your refund is being processed you just have to wait.  Seems an excessive waiting time though.   Provide all the emails and replies you have had to date.

nototentsdirect

I have had the same continuous lies from them about refunds. With their excessively long wait times. I think they are never going to pay up the company will con everybody out of refunds. It's disappointing because they would have had more business from me. It's not much I stand to lose but they stand to lose more custom than the short term gain from ripping people off

Caz3121

which airline is involved? third parties won't refund until they receive the funds back from the airline, and some airlines are taking ages (I was 17 weeks for a Lufthansa refund booked direct with the airline), Virgin were quoting 120 days. 
Have you checked with the airline whether they have issued the refund to Travelpack?

walshy67

I've been waiting 19 weeks for my flight refund.
They told me that they are waiting for Swiss Air to send them my refund so I gave Swiss Air a call and guess what?
They issued my refund to Travelpack weeks ago.
I'm still fighting

ejmcgil89

At the beginning of the year I booked flights to Australia with a third party site and due to the pandemic I request a refund. I was assured by the company that I would get the refund in full but would have wait until August. August has passed and when I contacted the company via phone they hung up on me twice then sent me an e-mail promising a date to which I would receive my refund. This has happen twice now with 2 different dates and empty reassurances of the refund.

Legally is there anything I can do? I am not really sure of my rights and finding things increasing frustrating. Anyone have any suggestions?

nototentsdirect

I still have not received a refund from them and they would have got more service from me if they had refunded me. I think the small claims court is what you should be doing. Ejmcgil89