Virgin Holidays day 34 after cancellation and still no sign of refund in my bank

MrsBkids

Hi there I spoke to Virgin on 16th March (we were due to travel 26th March) they agreed a full refund.  and I got document to that effect sent to me with no time frame for payment.  After 2 weeks I contact virgin again and they said it could be up to 45 day to receive payment. I've now heard on another forum that it could be up to 90 days before I receive the refund.  Where do we stand legally on this?  I read in  terms and conditions and it mentioned that refunds will be paid in full

10.2 c of the 

Virgin Holidays Booking Conditions 

Your Key Rights under the Package Travel and Linked Travel Arrangements Regulations 2018

 reads 10 (c) Cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.

I know this is exceptional circumstances but I do think that 45 day is a "quick refund"  enough and I'm worried if they try to keep hold of my £13K for 90 days after the refund was agreed.

Anybody got any thought in this?

bradders1983

Its pointless even considering legal action against them given the courts have essentially stopped as well and no small claims court action would happen until the back end of the year. Just hang tight a bit longer, they will be operating on skeleton staff and with every holiday cancelled 

Westin

MrsBkids said:

Hi there I spoke to Virgin on 16th March (we were due to travel 26th March) they agreed a full refund.  and I got document to that effect sent to me with no time frame for payment.  After 2 weeks I contact virgin again and they said it could be up to 45 day to receive payment. I've now heard on another forum that it could be up to 90 days before I receive the refund.  Where do we stand legally on this?  I read in  terms and conditions and it mentioned that refunds will be paid in full

10.2 c of the 

Virgin Holidays Booking Conditions 

Your Key Rights under the Package Travel and Linked Travel Arrangements Regulations 2018

 reads 10 (c) Cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.

I know this is exceptional circumstances but I do think that 45 day is a "quick refund"  enough and I'm worried if they try to keep hold of my £13K for 90 days after the refund was agreed.

Anybody got any thought in this?

Well "legally" the refund needs to be paid within 14 days if the Operator has cancelled the holiday.  "Realistically" this is not going to happen.  With most companies operating with depleted staffing and facilities, plus staff on furlough - payments and refund are taking much longer than they should.   Not ideal, but this is unfortunately far from normal circumstances.    So to answer your question - legally you have rights.  Getting enforcement will be the issue. 

Browntoa

The refund is now going to be a voucher , ABTA backed RCN , validity of 12 months with an option to get the money back down the line .

Any legal action will fail to get you cash, as will attempting a section 75 claim on your credit card or claiming on travel insurance as you have been given a voucher.

As others have said it's taking ages due to the sheer scale of it and the severely reduced staffing levels

onesixfive

Browntoa said:

The refund is now going to be a voucher , ABTA backed RCN , validity of 12 months with an option to get the money back down the line .

Since when is it going to be Vouchers only? 
I was asked on 16th April, did I want voucher or refund for my holiday which was due to depart on 1st May - I opted for refund. I was told: We’ll call you back to process the cancellation and organise your refund.  That said, I have heard nothing since. 
Virgin Atlantic looks currently ominous, and although I booked via Virgin Holidays ( apparently different company), I don't want vouchers that may be worthless!

Browntoa

Read the abta article  , voucher scheme is fully backed by ABTA , you won't lose your refund. Look for the part about RCNs

https://www.abta.com/news/coronavirus-outbreak

snookerfreak

We have asked Virgin (via their website) to change our holiday in florida from july 2020 to july 2021 and have had no response. The balance of the original holiday is due in 72 hrs for the original date - do i need to pay now or can we wait till virgin have agreed the new date. I am concerned that they may say that as we have not paid in full we have effectively cancelled the holiday  so the deposit is forfeited also we have part paid some of the balance (approx £3500) which I am concerned that they may try and grab as they are in dire straits,
Has anybody got a similar problem if so what have you done?

Browntoa

Hard call , fail to pay the balance and lose out due to cancellation fees.

Pay the balance and get full cover in the event of Virgin holidays falling into administration. This will protect your entire holiday and you would then get a refund.

Nearer July they may then cancel the holiday and allow you to rebook next year , the vouchers being issued have a 12 month validity from issue .

Aylesbury_Duck

snookerfreak said:

We have asked Virgin (via their website) to change our holiday in florida from july 2020 to july 2021 and have had no response. The balance of the original holiday is due in 72 hrs for the original date - do i need to pay now or can we wait till virgin have agreed the new date. I am concerned that they may say that as we have not paid in full we have effectively cancelled the holiday  so the deposit is forfeited also we have part paid some of the balance (approx £3500) which I am concerned that they may try and grab as they are in dire straits,
Has anybody got a similar problem if so what have you done?

Tricky.  How much is the balance?  How much of what you've already paid is deposit?

You're right that if they haven't yet changed your dates then failure to pay the balance may be an effective cancellation.  They would only be entitled to keep whatever your contract states (usually the deposit).

snookerfreak

We paid initial deposit of  £375 but have part paid a further £3000 so owe £4720. Where do we stand legally with regards to the additional £3000 we part paid. Just to add to that confusion we are not keen to go to Florida this summer as it is mainly for the grand kids and we are concerned that the parks will not be fully functionally then we will not only be disappointed but In a potential p!!!ing match over compensation

Aylesbury_Duck

You need to read your contract but I suspect your only liability will be the £375 and you'd be entitled to your £3000 back.  Depends on your contract though, given that the holiday is only three months away.