Travel agent offering vouchers....but no refund

Iro1982

Sorry if this has been covered before, I did look but couldn’t  see the same query. I had flights booked for UK to Bali via Singapore, 4 flights in total all with Singapore Airlines and booked through www.gotogate.co.uk. Since the travel restriction to Indonesia, (which a few weeks before the blanket ‘no travel’ advice from FCO) I have been trying to get in touch with Gotogate who sold us the flights. I can’t get hold of them over the phone as phone lines are currently disconnected, I’ve sent countless emails but only get a standard reply saying that they will get back to me when they can. My travel dates have all since been and gone but I still can’t get confirmation of a cancellation. I tried calling the airline but they aren’t interested in helping as it was booked through an agent. I’m confident that I can claim on my travel insurance but their T&C says they will only pay out if the travel agent refuses and the credit card company refuses. 

Today I’ve had an email from travel agent saying that I can now obtain a voucher however the credit has to be used within 12 months of the original flight date, which I can’t do as I am bound to school holiday dates due to work and family. There is no option for a refund and their email says that they now won’t be replying to all the emails they have received. There is lots of advice that vouchers can be refused in favour of a refund, but Gotogate don’t seem to be offering that as an option. You can follow a link that gives you 2 options, 1) a voucher 2) “I’m all sorted and don’t need a voucher or refund”. It also says I only have 7 days otherwise the offer will be withdrawn.  If I refuse to accept a voucher will insurance still pay out as I have been offered an alternative which I’ve decided not to accept.
And please no lectures about using third party flight booking companies, I’ve learnt my lesson and won’t be using them again!

bagand96

A big question here is was the flight cancelled?   This may affect your options.

Singapore Airlines have issued a travel waiver for flights booked before 15th March 2020 that you can have a voucher for travel credit valid for one year.  This looks as if you can get this whether your flight went or not.

If the flights were cancelled though, you are entitled to a full refund.  

Westin

If it can be of any consolation to your situation, we booked direct with SQ for flights on 18 March and still no refund. Three auto generated emails thanking me for my patience but nothing else. Perhaps Go-to-Gate are having the same contact issues with the airline.

Iro1982

bagand96 said:

A big question here is was the flight cancelled?   This may affect your options.

Singapore Airlines have issued a travel waiver for flights booked before 15th March 2020 that you can have a voucher for travel credit valid for one year.  This looks as if you can get this whether your flight went or not.

If the flights were cancelled though, you are entitled to a full refund.  

I got an email from the airline saying that both of our outward flights were cancelled but didn't get anything about our 2 return flights.  I think the problem is knowing who to approach for the refund.  I have emailed Singapore Airlines about a refund and they have said they won't refund as it was booked through an agent so have to go to them, but now can't get hold of the agent and according to some google investigation, it appears nobody can!

Iro1982

Westin said:

If it can be of any consolation to your situation, we booked direct with SQ for flights on 18 March and still no refund. Three auto generated emails thanking me for my patience but nothing else. Perhaps Go-to-Gate are having the same contact issues with the airline.

Thanks.  I guess at least you know you'll get a refund, even if it takes a while.  My issue is everyone denying its their responsibility.  I know this is a rubbish time for everyone though and its not just me, so trying not to get too stressed by it