Refund refused even though they cancelled

Harley_woolf

Hi everyone, first time poster here and I come with a question and hopefully some answers. 

I booked a package holiday through on the beach, due to fly out March 14th (this was before the lockdown where everything went a little crazy). I received a call from On the Beach on Friday the 13th saying my holiday to Malta was cancelled and they would refund in full in 2 weeks. 

Long story short, I received a partial refund a month later, however they are refusing to refund my flight out to Malta as I wasn’t “on the plane” I’ve argued how could I possibly have boarded the flight when YOU cancelled my holiday the day before? They haven’t replied to me since and obviously I’m aggravated by the whole experience but I’m wondering if from a legal point of view if they have a leg to stand on as it was On the Beach that cancelled my holiday, not myself and they’re refusing to refund the outbound flight as it still flew as normal even though Malta went into quarantine on the 13th. 

Any answers would be greatly appreciated!!

joncombe

I do agree you should be getting a full refund.

I suspect On the beach tried to get a refund from the airline. The airline said no, because the fligth still ran. That shouldn't be your problem because the flight was not booked by you but was booked by On the beach as part of your package. But I suspect On the beach have (cheekily) decided they're not prepared to absorb that loss so have tried to hang onto the portion of the money you paid for the flight.

Alan_Bowen

If OTB cancelled the holiday, their argument is nonsense. They may have found the airline (Ryanair?) have refused to refund for a flight that operated as normal, but that is their problem, not yours. If they don't respond within a reasonable period, consider making a claim against your card issuer.

manetti

Do you have anything in writing regarding the initial cancellation?

Harley_woolf

It was Ryanair that my flights were with, they said they would refund the inbound flight as that was cancelled but I find the audacity of On the Beach saying they won’t refund as we’re weren’t on the plane to be completely in the wrong. 

Life__Goes__On

You paid for a "package holiday"  that's what they needed to supply,  they can't just give you part  it, as that would render "package" meaningless.

Claim your full refund.

Harley_woolf

manetti said:

Do you have anything in writing regarding the initial cancellation?

It crossed my mind a few days later, but when I spoke to them originally on the phone (less than 12 hours before I was due to fly) they assured me everything would be refunded within 2 weeks. I’m sure they will have a phone call recording of the conversation if it comes to it and I have the phone records with the phone calls to and from them 

Life__Goes__On

How did you pay?

Harley_woolf

Life__Goes__On said:

How did you pay?

Via debit card.

Life__Goes__On

You could try a chargeback with your debit card company for the missing amount,  but it's not a legal right.
Telling you only have a part refund on refund you are due.