Love holidays

sarahdbuchanan

We stated that our flights had been cancelled so therefore we were unable to travel but our final payment was due to come out and they suggested deferring payment until they are officially notified by jet2 that flights were cancelled. My husband phoned them who advised as the holiday was not going to take place then they would not be taking the final payment out. Apologies if I didn't explain myself in my original post. 

soolin

sarahdbuchanan said:

We stated that our flights had been cancelled so therefore we were unable to travel but our final payment was due to come out and they suggested deferring payment until they are officially notified by jet2 that flights were cancelled. My husband phoned them who advised as the holiday was not going to take place then they would not be taking the final payment out. Apologies if I didn't explain myself in my original post. 

You might want to wait for an expert to advise on this as it’s an unusual situation. Hopefully you have the name of the person you spoke to who confirmed that ‘they’ wouldn’t be taking the final payment . I still have a concern that originally your husband may have cancelled the holiday by saying  you were unable to travel, or the company may suggest that is what happened.

i am booked to be away in just under 2 weeks and my flights are cancelled but my hotel is not. The hotel (booked direct) is trying to persuade me to cancel ‘to make it easier’ but I refuse to do so as that puts me in a very bad position to claim back anything. 

Personally while you wait for someone with more knowledge than me to log in, I would be getting together screen grabs and all information I can proving that the holiday was not cancelled by you and was in fact cancelled by the agent. 

cart5832002

My flight to Spain on June 6th has been cancelled by Jet2. I booked flight and accommodation through Loveholidays which according to theirs and ABTA's terms is classed as a package. Under the terms of a package, if a part of this is cancelled I should be allowed to obtain a refund or credit note. Obviously I don't need the accommodation if I don't have a flight, aswell as the fact the people I was joining on holiday were on packages with Jet2 so have had their full holiday cancelled. Can anybody please clarify this to put my mind at ease. Loveholidays are not saying much as they're only doing anything for travel upto 30th April. Thanks

bagand96

soolin said:

You might want to wait for an expert to advise on this as it’s an unusual situation. Hopefully you have the name of the person you spoke to who confirmed that ‘they’ wouldn’t be taking the final payment . I still have a concern that originally your husband may have cancelled the holiday by saying  you were unable to travel, or the company may suggest that is what happened.

It is more than likely that payment(s) the Op had already paid were for the flights, that would have had to be paid upfront.  The remaining would have been for the hotel, which was a flexible booking that didn't need paying until much later.    Whent he OP's husband called once the flights were cancelled then LH were able to cancel the hotel penalty free and therefore stop the last payment.  LH aren't a true tour operator like TUI/Jet2Holidays.

OP, I think you're caught between a rock and a hard place and being passed between the two.  LoveHolidays T&C's quite clearly state they are only an agent and that your contract is with the service provider (i.e. Jet2).  If you have documentation with your Jet2 booking reference etc then I'd be tempted to call them and say "Hi I have a booking, reference XXXXX and the flight was cancelled so i need a refund please" and see what happens.  The only complication you may have is that the card details Jet2 hold for your booking will be LH's corporate card, and not your own.  That's the problem and that's why they'll be pushing you back to LH.

sarahdbuchanan

bagand96 said:

soolin said:

You might want to wait for an expert to advise on this as it’s an unusual situation. Hopefully you have the name of the person you spoke to who confirmed that ‘they’ wouldn’t be taking the final payment . I still have a concern that originally your husband may have cancelled the holiday by saying  you were unable to travel, or the company may suggest that is what happened.

It is more than likely that payment(s) the Op had already paid were for the flights, that would have had to be paid upfront.  The remaining would have been for the hotel, which was a flexible booking that didn't need paying until much later.    Whent he OP's husband called once the flights were cancelled then LH were able to cancel the hotel penalty free and therefore stop the last payment.  LH aren't a true tour operator like TUI/Jet2Holidays.

OP, I think you're caught between a rock and a hard place and being passed between the two.  LoveHolidays T&C's quite clearly state they are only an agent and that your contract is with the service provider (i.e. Jet2).  If you have documentation with your Jet2 booking reference etc then I'd be tempted to call them and say "Hi I have a booking, reference XXXXX and the flight was cancelled so i need a refund please" and see what happens.  The only complication you may have is that the card details Jet2 hold for your booking will be LH's corporate card, and not your own.  That's the problem and that's why they'll be pushing you back to LH.

Thank you for your reply. That's exactly that re payments however we have contacted jet2 for a refund however they said that we are unable to get this direct from them as they need loveholiday to request it, so both companies saying completely opposite things! I appreciate that both companies are very busy currently and for the foreseeable future but feel like we are getting no where! 

bagand96

sarahdbuchanan said:

Thank you for your reply. That's exactly that re payments however we have contacted jet2 for a refund however they said that we are unable to get this direct from them as they need loveholiday to request it, so both companies saying completely opposite things! I appreciate that both companies are very busy currently and for the foreseeable future but feel like we are getting no where! 

It's a difficult situation.  But, you booked and payed LoveHolidays, and I think it is their responsibility to get your refund from Jet2.  Without knowing them inside out I think the Package and Linked Travel Arrangements Regulations 2018 would be on your side to.  As you say everyone's very busy and getting in touch is an effort enough itself, but I think you should inform LH that Jet2 will not refund you, and that you are requesting refund with them.  In writing if necessary.

sarahdbuchanan

bagand96 said:

sarahdbuchanan said:

Thank you for your reply. That's exactly that re payments however we have contacted jet2 for a refund however they said that we are unable to get this direct from them as they need loveholiday to request it, so both companies saying completely opposite things! I appreciate that both companies are very busy currently and for the foreseeable future but feel like we are getting no where! 

It's a difficult situation.  But, you booked and payed LoveHolidays, and I think it is their responsibility to get your refund from Jet2.  Without knowing them inside out I think the Package and Linked Travel Arrangements Regulations 2018 would be on your side to.  As you say everyone's very busy and getting in touch is an effort enough itself, but I think you should inform LH that Jet2 will not refund you, and that you are requesting refund with them.  In writing if necessary.

Thanks, we have written another email copying both loveholiday and jet2 management today. What's frustrating is the fact you can't speak to anyone currently! 

mattyprice4004

sarahdbuchanan said:

Thanks, we have written another email copying both loveholiday and jet2 management today. What's frustrating is the fact you can't speak to anyone currently! 

It's Love Holidays you need to speak to - they're your agent, and need to deal with this.
It's also important to be mindful that they'll have very few staff on hand dealing with thousands more calls than usual - it's more important they help those stuck abroad at the moment, so I'd just sit tight and push the issue when all this has calmed down. 

It's frustrating, but we're all in the same situation and patience is key. 

cart5832002

My flight to Spain on June 6th has been cancelled by Jet2. I booked flight and accommodation through Loveholidays which according to theirs and ABTA's terms is classed as a package. Under the terms of a package, if a part of this is cancelled I should be allowed to obtain a refund or credit note. Obviously I don't need the accommodation if I don't have a flight, aswell as the fact the people I was joining on holiday were on packages with Jet2 so have had their full holiday cancelled. Can anybody please clarify this to put my mind at ease. Loveholidays are not saying much as they're only doing anything for travel upto 30th April. Thanks

bradders1983

You need to be patient like the rest of the world. Think about how swamped the travel companies are going to be at the moment, add to that staff off sick or isolation or working from home.

You were not meant to travel for nearly 2 months so you are nowhere near a priority.