TravelUp - Refunds, not answering e-mails phone lines suspended.

SeaVixen

 Life__Goes__On said:

There is a post that proves TravelUp changed their T&Cs
https://forums.moneysavingexpert.com/discussion/comment/77130331#Comment_77130331

"Our Terms and Conditions originally stated that the customer was entitled to a full refund of what we receive back from the airline or supplier"

Could someone check my logic on the below please, I'm still waiting for any contact from Travel Up, but from what I've gleaned I think this is what is happening:

The key phrase here is a refund "of what we receive back from the airline".
For round figures, if you paid £100 to Travel Up for flight -  £20 of this could be their commission/admin cost/whatever for booking the flights, and £80 is what they gave to the airline for the cost of the flights. 
They will receive £80 back from the airline as a refund, and this is the refund that the customers are entitled to. 
I suspect this is why people are struggling to get credit card charge backs against Travel Up, as the service which Travel Up was paid £20 to provide has actually been provided, in that they booked the flight. The cancellation of the flight resides with the airline, who have refunded Travel Up and who are passing this (allbeit slowly) onto customers, minus a miraculously appearing admin fee.

I'm not defending this, nor am I happy about it, but it sounds like we would never have got the full amount back.

I'd like to see the breakdown of this fee to see what is the cost of their original charge versus this additional admin fee they are levying. To follow the example above, if they said I'd be due a £75 refund as £25 was the admin fee - it would be that additional £5 charge that i'd be contesting, not the full £25. 

Is that logic sound, or have I misunderstood?

Life__Goes__On

It's an ambiguous term, that caused confusion  referenced in the letter

"Our Terms and Conditions originally stated that the customer was entitled to a full refund of what we receive back from the airline or supplier. This will never be the same as the amount you have paid us when you booked as this includes our service charges and we appreciate this has led to some customer confusion."

The rule normally used is if it ambiguous then it counts against the drafter of the document (TravelUp)

Also if the company used that rule, a person is entitled to see what TravelUp paid for the flight,  so they know the refund is correct.
If TravelUp refused to supply that information, then no fee is payable, as the customer can not check to see if it's been calculated correctly.

SeaVixen

Life__Goes__On said:

Also if the company used that rule, a person is entitled to see what TravelUp paid for the flight,  so they know the refund is correct.
If TravelUp refused to supply that information, then no fee is payable, as the customer can not check to see if it's been calculated correctly.

That makes sense - thanks! 

Has anyone been able to get this information from Travel Up as of yet? 

killerferret666

Id like to know this too.
£1065 cost for 2flight tickets for me.
Got £965 back. So £100 difference...what a nice round number

Life__Goes__On

killerferret666 said:

Id like to know this too.
£1065 cost for 2flight tickets for me.
Got £965 back. So £100 difference...what a nice round number

What method of payment did you use?

SeaVixen

killerferret666 said:

Id like to know this too.
£1065 cost for 2flight tickets for me.
Got £965 back. So £100 difference...what a nice round number

Have you tried asking them for the breakdown?