STA Travel cancelled - Refund Refusal-HELP!!!

harryjl23

Hi All,

Booked a holiday with STA Travel before the COVID-19 outbreak for a multi stop tour around 5 countries for 3.5 months. Since the FCO advised against all travel out of the UK the trip is now effectively cancelled. The trip was fully insured, partially paid by credit card and therefore I felt protected from any issues obtaining a refund.  Not SO -after ringing around- firstly I contacted STA requesting a refund, I also sent an email to STA Travel on the 02/04/20 with the same request. Its now 22/04/20 I still have no refund. I have also contacted the Travel Insurance company for the trip True Traveller to see what they can do, but they simply say that as long as the travel company has not gone bust then STA Travel are liable for the reimbursement. I also spoke to the credit card company and mentioned section 75 but again they say the same as the Insurance company.. I am being sent around in circles..

Managed to get hold of STA Travel again today only to be told that they could not connect me to the customer care team as so many of their staff have been furloughed...so told me to send an email- ALREADY DONE THIS AND NO RESPONSE FROM THE PREVIOUS EMAIL YET!!

This company is openly placing statements on their website which deliberately do not mention the 14 days refund under the Package Travel Regulations.

Now Over 14 days later i still have no communication from STA Travel or indeed the monies owed to the princely some of £13,508.

I cannot accept a credit note as due to my employment circumstances i require the funds to be in my bank.

SOOOOOOO FRUSTRATED, IT SEEMS THAT THE LAW IS BEING FLOUTED- LETS ALL GET A CLASS ACTION TOGETHER AND OBTAIN THE LAWFUL RESULT!!!!

What can I do????? Martin Please Help.  

Life__Goes__On

"I have also contacted the Travel Insurance company for the trip True Traveller to see what they can do, but they simply say that as long as the travel company has not gone bust then STA Travel are liable for the reimbursement. I also spoke to the credit card company and mentioned section 75 but again they say the same as the Insurance"

The Credit card company have lied to you claiming they need to go bust
The credit card company  is jointly and severally liable
If you feel that STA is withholding your payment it is your legal right to put in a S75 claim.

Aylesbury_Duck

harryjl23 said:

Hi All,

Booked a holiday with STA Travel before the COVID-19 outbreak for a multi stop tour around 5 countries for 3.5 months. Since the FCO advised against all travel out of the UK the trip is now effectively cancelled. The trip was fully insured, partially paid by credit card and therefore I felt protected from any issues obtaining a refund.  Not SO -after ringing around- firstly I contacted STA requesting a refund, I also sent an email to STA Travel on the 02/04/20 with the same request. Its now 22/04/20 I still have no refund. I have also contacted the Travel Insurance company for the trip True Traveller to see what they can do, but they simply say that as long as the travel company has not gone bust then STA Travel are liable for the reimbursement. I also spoke to the credit card company and mentioned section 75 but again they say the same as the Insurance company.. I am being sent around in circles..

Managed to get hold of STA Travel again today only to be told that they could not connect me to the customer care team as so many of their staff have been furloughed...so told me to send an email- ALREADY DONE THIS AND NO RESPONSE FROM THE PREVIOUS EMAIL YET!!

This company is openly placing statements on their website which deliberately do not mention the 14 days refund under the Package Travel Regulations.

Now Over 14 days later i still have no communication from STA Travel or indeed the monies owed to the princely some of £13,508.

I cannot accept a credit note as due to my employment circumstances i require the funds to be in my bank.

SOOOOOOO FRUSTRATED, IT SEEMS THAT THE LAW IS BEING FLOUTED- LETS ALL GET A CLASS ACTION TOGETHER AND OBTAIN THE LAWFUL RESULT!!!!

What can I do?????

In short, not much other than continuing to insist on a refund. I don't think you'll get one for a while. You will almost certainly have to convert the credit note to a proper refund at some indeterminate point in the future. 

Class action is an option, but it won't get a result for months, possibly years. 

Retireby40

£13000??? Does that include all accommodation and all the activities your going to do and basically everything except food and drinks? 

Have used their multitrips before but just flights which normally a few grand.

Maz945

It's a common thread, STA refusing to refund. It's pretty extraordinary. STA were also fined A$14M this week by Australian authorities for false advertising. It's not a travel insurance issue either. They're just keeping your money, presumably to keep solvent themselves.

aideboy1980

Me and my partner were due to marry in Melbourne on the 12th April and booked tickets in January to travel with Etihad through STA Travel. As we all know this was cancelled. STA have said I am only able to get a credit note which they have sent me and not a refund. Although the credit note has generous dates for travel on it due to the money we have lost on our wedding it may not be possible to do it within the time limits imposed and would prefer a refund. I contacted them this week and was told it was highly unlikely I would get a refund but that the lady I dealt with would escalate my request and I would get a call back in 28 days or so. The reason I am asking is because all the advice I have see is for those that booked directly with the airline and not a 3rd party like me. I'm more concerned about the travel agent going bust than the airline so really want the £2000 back urgently. The credit note STA have sent me states that I can use it for any of their products without restriction which seems to suggest they have the money back from the airline. Does anyone know my rights on this and how I should proceed? Thanks 

Life__Goes__On

I can't see any reason why your not due a cash refund from STA.
What payment method did you use?

veravera123

If STA Travel are the travel agents, who is your actual trip booked with ? as in the tour operator ? Travel agents are having to wait for refunds from tour operators, airlines, hoteliers etc and so it is taking a while for refunds to be actioned. Some tour operators are sending refund credit notes, which you can use for another trip or to get your money back before the voucher expires. It has to be an official refund credit note set out correctly and then it is protected by ABTA if the company fails. Dont accept any random voucher and also ask why STA are refusing to refund.