Am i entitled to a Eurocamp refund?

antiquebiker

I had my holiday cancelled by Eurocamp on Thursday. I sent the refund request form and received this reply the next day

Hello,

We have received your cancelled holiday refund request. 

We can now confirm you will receive a refund, however this may take a considerable amount of time. We will update you as soon as your refund process has started.

Kind Regards

The Eurocamp Team

Life__Goes__On

Are you wanting it quicker, or happy to wait?

antiquebiker

Life__Goes__On said:

Are you wanting it quicker, or happy to wait?

Happy to wait a resonable time, say 4 to 6 weeks.  I think that's fair.

I know these companies are struggling at the moment dealing with all the cancelations but then they are not dealing with bookings.

kstheobald

I'm curious as to whether you have heard anything since? I requested a cash refund on 8th May and reveived the same acknowledgement. I chased it up last week (I though a month was fair) and they refused to give any kind of timescale for refunds. 
I appreciate demand at the moment is high for refunds as is the time it takes to administer these but the lack of approx timescale concerns me a little.

nivek2105

I have had the same issue as others. Initally they stated that vouchers was their policy and they would not deter from it (whatever that means) . I contacted my credit card issuer for a Section 75 refund and they said Chargeback would be easier.  I had to provide evidence of the relevant trasactions, and our email exchanges. They said it could take 45 working days for a response, but after a phone call from me (to my card issuer) the refund finally arrived after about 35 working days.

In the meantime Eurocamp had written saying I could fill an online form in and would get a refund, and saying I should have waited for their response first before asking for a chargeback, even though they had told me no 5 times already. I used the form but after 5 weeks I have not received a refund. Obviously that's not relevant now, but I don't think there's any chance they will refund in what most people would consider a reasonable timescale. Just go for the Chargeback/Section 75 if they don't refund within 14 days, don't wait.

antiquebiker

kstheobald said:

I'm curious as to whether you have heard anything since? I requested a cash refund on 8th May and reveived the same acknowledgement. I chased it up last week (I though a month was fair) and they refused to give any kind of timescale for refunds. 
I appreciate demand at the moment is high for refunds as is the time it takes to administer these but the lack of approx timescale concerns me a little.

My holiday was cancelled by Eurocamp on the 15th May, that's when I requested a cash refund. I left it three weeks before asking for an update and like you, I wasn't given any timescale as to when I may receive my money back.

I explained I am prepared to wait a reasonable period of time but would like some idea of when. All that was in the email I received was,

"Unfortunately I am unable to give you an estimated time as to when your refund will be processed.  I'm sure you can appreciate we have thousands of customers affected.

 I'm sorry I've not been able to give you the answer you needed. I'd rather be honest with you than give you a time frame and then we don't meet that, but please be assured we are working as fast as we can and appreciate your patience during this very challenging time."

I contacted ABTA, all I received was an automated reply telling me to be patient as their members are doing all they can in these difficult times.

It seems to me that with all the consumer protection measures in place when you book your holiday, ABTA, ATOL, section 75, charge back T&C's and even the small claims court, they are worth nothing, you are on your own. Customer service is worthless, I for one will never book a package holiday again!

It's all very well for the likes of Simon Calder and Martin Lewis telling you what your rights are, and what companies should do but the reality is unless you can afford a to pay a hefty legal bill you will just have to sit tight and wait. More than likley until next year.

C_D_G

I have just had part of a Eurocamp holiday cancelled by them.  I was offered the option to cancel the entire holiday and to be credited in full for a voucher towards a 2021 holiday or to continue with this summer but with that cancelled part of the original holiday missing - I opted to cancel the whole thing.  As an added incentive I was offered an extra £100 off the 2021 price as long as the price of that holiday was more than the one planned for 2020.  I was also given instructions that should I change my mind, I could apply for the credit note to be made into a cash refund in full if I have not booked for next year by the 31st of March. I feel that this is reasonable under these extremely unusual circumstances and shall be using the credit note plus the extra £100 to buy a holiday I can look forward to in 2021. ....... My only concern is of course whether Eurocamp itself, as a business, can survive the current financial pressure it must be under. ... Personally I am prepared to take that risk - I have holidayed with Eurocamp many times over the years and would hate to see them go bust because they are having to make refunds through no fault of their own, although I appreciate it is a potential risk and not everyone will take the same stance as I do. ..... I found Eurocamp to be quick to reply helpfully to my emails, but perhaps that was because I was not demanding a cash refund - I might feel differently if that had not been the case. ...... Good luck everyone - I hope my little tale helps some of you out there. 🤞

kstheobald

Good news; received my refund today!
They emailed to say all refunds due from May holidays are being done in the next 2 weeks. I'm guessing June's will follow on afterwards.