Options for recovering a refund

kuepper

Back in February I paid to amend my Olympicholidays package holiday to another holiday costing less and was promised a refund of the difference within 14 working days. Despite reminders they haven't paid me. Obviously they are v busy but when I read the criteria re what's guaranteed by ABTA if my new holiday is cancelled or Olympic go under it seems I'd only be entitled to a refund of the actual price of the holiday, so I could not get back the overpayment I've made through choosing a cheaper holiday. Obviously I don't want to be out of pocket, any advice as to what more I can do? All I can think of is using the Resolver complaint service which might hurry them up.

Westin

Did you receive a second confirmation invoice for the new holiday? Or online, are the details correct and reflective of this amended holiday?

Refund wise, have you checked your original payment method to see if the amount expected has been credited? If not, unfortunately I suspect it will just be a case of waiting.

By all means send an email to them as a prompt after the Easter holidays. They may have people working from home who will pick it up and respond. I don’t think Resolver will speed things up.

kuepper

Westin said:

Did you receive a second confirmation invoice for the new holiday? Or online, are the details correct and reflective of this amended holiday?

Refund wise, have you checked your original payment method to see if the amount expected has been credited? If not, unfortunately I suspect it will just be a case of waiting.

By all means send an email to them as a prompt after the Easter holidays. They may have people working from home who will pick it up and respond. I don’t think Resolver will speed things up.

Yes I received a second confirmation and yes I check daily for the refund on my credit card, plus I have sent 3 emails with no reply other than automated acknowledgements. I just find it a bit worrying re their financial health that their website Covid 19 info hasn't been updated for 2 weeks

Westin

I wouldn’t necessarily jump to any conclusions about the company’s financial health just because the refund has yet to arrive.  More likely they have just got initially bogged down with the initial Cv19 cancellations, activities and multiple callers - then this gets exacerbated with Government guidance on new work practices. Far from ideal but I guess perhaps understandable.

I had bought a number of tickets to a sporting event that has been cancelled.  The organisation has agreed to a refund but explained that they are all working from homes and do not have access to the financial control system or PDQ machines to make refunds. Perhaps similar at Olympic Holidays.

I think you have probably done all you can for the moment.  

Hope matters get resolved for you.