Hotel won't refund my booking

Julia1975

They said that they had to pay the hotel hence they have kept my money, considering the hotel was closed and the flight cancelled I don't understand why British airways would still have to honour the cost

Life__Goes__On

Keep an eye on the flight, see if it's cancelled. (if it hasn't already)

Julia1975

I have read the term and conditions of the voucher and it states , 
If your holiday includes a non-changeable hotel and/or experience product and you wish to make a date change or apply for a voucher, the value of your original flights will be credited towards this. The amount paid for your original non-changeable hotel and/or experience reservation will be forfeited.

I dd not see this at the time, however am I right in thinking such T&C's cannot be applied if ATOL protected?

Life__Goes__On

I'm no legal expert
Buy what BA have done doesn't seem right, you have a package holiday and applied for a voucher,  but that only includes the flight part. Also don't see how you can give up your legal protection though T&Cs
When you applied for the voucher was it clear to you it was just the flight?

Julia1975

No it wasn't clear, Im disappointed in BA, I feel they have been very misleading and underhand

Life__Goes__On

I would complain  directly to BA https://www.britishairways.com/travel/customerportal/public/en_gb#/customer-service-portal
and see how they handle it,to see if further action is required.

Westin

Julia1975 said:

Hi
I booked a flight and hotel to Bucharest with British Airways for 21 May, at the end of march I was offered a voucher which I applied for. We had paid a deposit and had been paying the rest of in instalments so we had not paid the full amount, I was offered a refund for the flight but not the hotel, essentially the money we had paid so far they had set against the hotel and refunded just £86 towards the flight. When I called I was told the hotel was non refundable- but it was cancelled by them and clearly we could not travel, so my question is what happened to the £250 we had paid for the hotel - they are not even offering a voucher or a change in dates which we would have been happy with, instead we were told we had simply 'lost' that money. is this legal?
Thank you for you help!

Did you attempt this refund on the BA.com site?

The sections on the Coronavirus travel page were you can rebook a cancelled flight or follow a refund process are really relate to flight only sales.

Has your flight been cancelled?

If your flight has been cancelled you can rebook or claim a voucher online:

Rebook onto another flight

Go to Manage My Booking to rebook onto another flight.

For travel plans booked via a travel agent or tour operator, BAH included, this applies -

Need to cancel your booking?

If you booked via a travel agent, please contact them directly to discuss cancelling your booking.

I wonder if this might be why you are now finding that you have an issue with the hotel element.

Julia1975

Thanks for the reply
Yes, I applied through the website. Ive made a complaint as under the ATOL guidelines a refund should have been issued for both as it was booked as a package

Life__Goes__On

Julia1975 said:

Thanks for the reply
Yes, I applied through the website. Ive made a complaint as under the ATOL guidelines a refund should have been issued for both as it was booked as a package

Thanks for the update, let us know how you get on.