Anyone got a refund from TravelTrolley or communication from them?

Life__Goes__On

crummiebunt said:

I recently called TT, they informed me that they would give me a refund, but not until 6-8 months time.
Any advice if there's a way to get this sooner? They stated that all information is on site and told me they can't give me this in writing.

What method of payment did you use?

sanpo

crummiebunt said:

I recently called TT, they informed me that they would give me a refund, but not until 6-8 months time.
Any advice if there's a way to get this sooner? They stated that all information is on site and told me they can't give me this in writing.

I feel like everyone gets a different offer, it's so infuriating. I just called them and they told me I need to pay a 10% per ticket admin fee BUT if the refund takes longer than 4-6 months to get from the airline they'll waive the admin fee, which just seems weird.

He pointed me to their COVID-19 policy they've posted on their site which explains this

Life__Goes__On

sanpo said:

I feel like everyone gets a different offer, it's so infuriating. I just called them and they told me I need to pay a 10% per ticket admin fee BUT if the refund takes longer than 4-6 months to get from the airline they'll waive the admin fee, which just seems weird.

He pointed me to their COVID-19 policy they've posted on their site which explains this

They are making it up as they go along.
There was no refund fee in their T&Cs you agreed too,  so you should have a full refund.
They can have any policy they want, it doesn't mean it's legal, and certainly doesn't override the T&Cs you agreed too.

How did you pay?

sanpo

Life__Goes__On said:

sanpo said:

I feel like everyone gets a different offer, it's so infuriating. I just called them and they told me I need to pay a 10% per ticket admin fee BUT if the refund takes longer than 4-6 months to get from the airline they'll waive the admin fee, which just seems weird.

He pointed me to their COVID-19 policy they've posted on their site which explains this

They are making it up as they go along.
There was no refund fee in their T&Cs you agreed too,  so you should have a full refund.
They can have any policy they want, it doesn't mean it's legal, and certainly doesn't override the T&Cs you agreed too.

How did you pay?

By debit card unfortunately, I usually use my amex for everything but they didn't accept amex.

I have been looking at HSBC's website and they have a form that you can fill in to initiate the dispute process so I guess I'll go that route, but I don't hold out much hope it'll be successful compared to having paid on credit.

If their admin fees were halfway reasonable (~£10) I think I'd be happy to let it slide, but charging almost £50 to process a refund is just insulting. I don't understand how they think a percentage makes sense, just a bunch of chancers.

Life__Goes__On

sanpo said:

Life__Goes__On said:

sanpo said:

I feel like everyone gets a different offer, it's so infuriating. I just called them and they told me I need to pay a 10% per ticket admin fee BUT if the refund takes longer than 4-6 months to get from the airline they'll waive the admin fee, which just seems weird.

He pointed me to their COVID-19 policy they've posted on their site which explains this

They are making it up as they go along.
There was no refund fee in their T&Cs you agreed too,  so you should have a full refund.
They can have any policy they want, it doesn't mean it's legal, and certainly doesn't override the T&Cs you agreed too.

How did you pay?

By debit card unfortunately, I usually use my amex for everything but they didn't accept amex.

I have been looking at HSBC's website and they have a form that you can fill in to initiate the dispute process so I guess I'll go that route, but I don't hold out much hope it'll be successful compared to having paid on credit.

If their admin fees were halfway reasonable (~£10) I think I'd be happy to let it slide, but charging almost £50 to process a refund is just insulting. I don't understand how they think a percentage makes sense, just a bunch of chancers.

Raise a "Chargeback"  against the transaction stating non-supply of service, (using proof of cancellation)  also state that you have rejected any vouchers that you are entitled to do under English law. Also state that in their T&Cs there in fees in case of a refund
The retailer can dispute the Chargeback,  but it must supply evidence to the card company

sanpo

They have posted an update on their website and it looks like they've caved on the admin fees

"We, at Travel Trolley, would like to advise all customers that we are removing the administration fee for ALL flights cancelled due to COVID-19, including those who have already received their refund."

Will give them a call tomorrow and see what happens

Life__Goes__On

sanpo said:

They have posted an update on their website and it looks like they've caved on the admin fees

"We, at Travel Trolley, would like to advise all customers that we are removing the administration fee for ALL flights cancelled due to COVID-19, including those who have already received their refund."

Will give them a call tomorrow and see what happens

Removing them my ****   they never had them in the first place, seems they been caught making wrongful deductions and told to repay everyone.
 

sanpo

Money just landed in my account, thanks for the help @Life__Goes__On !

Life__Goes__On

sanpo said:

Money just landed in my account, thanks for the help @Life__Goes__On !

Great, thanks for the update,let me know if they challenge it.

pieropan

Travel Trolley-tried to book 2 flights via a credit note (reluctantly accepted due to £150 admin fees !) yesterday.Flights showing on their website and on their Skyscanner  price were showing at £381.When I phoned to confirm....they moved the price to £500.
Anyone else had problems using their credit note ?
I will be going to Trading Standards and ABTA to officially complain as they have been an absolute nightmare to deal with.
Would be interested to hear from others on this subject, and any general advice on getting them to act reasonably.
Thanks in advance...