Cancelled tour - Mercury Holidays refund v RCN

kuepper

My escorted tour with Mercury Holidays next Tuesday 5th has been cancelled (according to the Coronavirus update on their website which adds "We appreciate that many of our customers are asking for cash refunds now and we are working hard with our suppliers around the world to process refund requests as quickly as possible. Unfortunately, due to the scale of the situation we are experiencing significant delays in doing so and this in turn impacts our ability to refund you. In some cases, we may be able to issue a part cash refund for those elements that have been refunded by suppliers; in this situation we will issue a Refund Credit Note for any remaining balance, meaning your money is still fully ATOL protected."

I messaged them via Facebook last week saying how do I get a refund and was told someone would contact me by today. No-one did so I'll be phoning them. My Q is if I keep saying I only want a refund NOT a refund credit note and they keep saying that's all we can offer, how do I proceed? Would they just send me an unsolicited RCN?

Andy_wc

There has not been any legalisation in law - you are due a refund. Demand it.

consumer-rights/regulation/package-travel-regulations
Relevant demands that are breaking the law: 

ABTA statement following updated Package Travel Directive (PTD) guidance

Mark Tanzer, Chief Executive says:

“ABTA has been in urgent talks with Government ministers and officials throughout the week, as well as working with European trade associations at a European government level, to progress the asks that we set out in our letter to the Prime Minister on Monday. Today, the European Commission updated its guidance on the Package Travel Directive (PTD) in relation to customer claims refunds. It encourages customers to accept credit notes, as long as the customer is allowed to ask for a full refund, eventually, if he or she does not make use of the credit note towards a new booking. Crucially the Commission states that the credit note should be covered by appropriate insolvency protection. This is an extremely positive step and shows that the Commission recognises the strains being placed on tour operators due to Coronavirus. 

“The Package Travel Directive is the legal framework on which the UK Package Travel Regulations are based, and we now need the UK Government to follow the European Commission’s lead and confirm a similar approach. This new guidance will give customers the essential assurance that they will either get a holiday or their money back, as well as providing a much needed helping hand to travel companies through these difficult and unprecedented times.”

ABTA - and their LEGALLY unlawful agents have been been keeping our money for months.

kuepper

Well I have just received an email offering a RCN  saying if I haven't redeeemed it by 31 July I'll be given a refund. It also says to email them with any Q's. Besides the 14 day legal enitlement are there other arguments I could use why this offer of RCN is unacceptable?

kuepper

I replied and asked for a refund as per Package Travel Regs. Received an automated response saying they hoped to get back to me in 10 working days.

Life__Goes__On

The trouble I see ahead is once the 1st Aug  comes about  then alI the cash payments will start, so maybe months more delay.
I don't see any quicker route, apart from a Chargeback  as they have 45 days to contest this,  that might work out quicker

kuepper

Update: Received email from Mercury saying in my case they have been reimbursed by suppliers and they will refund. Relieved and pleased. Think they've been decent and replied in less than half the time indicated. I hope I will be paid asap and can 'repay' them by booking with them again when conditions allow.