Riviera travel refund

PW2799_

could do with anyone’s input as to my rights or not to a cash refund please.
We booked a 4 day trip to Bruge through a travel agent who in turn booked through Riviera travel , we was travelling on 15th March, however we got a telephone call at 6pm the day before to say it was cancelled.  I have been requesting a refund for 7 weeks from Riviera travel,  however, they have offered a credit note for another holiday OR if we wanted a cash refund then we would have to wait until APRIL 2021!   I want my money back as I am a pensioner and struggled to save this money up in the first place, but I can’t wait until 2021.
I would really appreciate any advice you can offer before I go back to them.
regards. Julie Williams 

Aylesbury_Duck

Technically it's the agent who owes you a refund, not Riviera.  Did you ask them first?

How did you pay?

PW2799_

Thanks for your response, I paid by visa debit., I have not had the conversation with the travel agent as to a refund off them , is that what I should insist on?  
Julie

Aylesbury_Duck

Your contract is with the travel agent you paid.  In theory, Riviera can refuse to deal with you on refund matters because you're not directly their customer, so pushing them for a cash refund can easily be rebuffed.  I'd get onto the original agent and insist on a refund to your debit card.  See what they say and come back on here to get more advice if you need it.

PW2799_

Hi I don’t know where to go with this one! I have been back onto the agent after putting it in writing to them that we are claiming off them directly not Riviera travel. I also pointed out that the payment was made to them direct not Riviera travel, however, they are still insisting that we should be claiming off Riviera travel and they are only the agent.
Does anyone know what my rights are? And is there any consumer jargon I can quote to them to go back to them with .
thanking you 

Aylesbury_Duck

Yes, you have a contract with them so they have obligations to you.  Ask them to show you the contract you have with Riviera.  They won't be able to do so because there isn't one.  Ask them what you've paid them for if they aren't going to act on your behalf.  The clue is in the term "agent".  They are your agent acting on your behalf when dealing with Riviera.

It's annoying that they say they are only the agent.  What use are they, then?  This crisis has exposed a number of agents who profess to cater for your every need when they want bookings but cry "We're only the agent, we can't help you!" when things go wrong.

Alan_Bowen

The role of a travel agent seems to be confusing people on this site at the moment. An agent is simply an introducer to the operator, once a booking is confirmed, the contract is not with the agent but with the Principal, in this Riviera Travel. If you search this site you will see many similar cases concerning this company, that isn't going to help it going forward. You can ask the agent to try and negotiate on your behalf but according to others, Riviera is not offering refunds to anyone. the law says they must, they can offer a voucher, you can choose to reject it. 

Life__Goes__On

Alan_Bowen said:

The role of a travel agent seems to be confusing people on this site at the moment. An agent is simply an introducer to the operator, once a booking is confirmed, the contract is not with the agent but with the Principal, in this Riviera Travel.

You will have a contract with the travel agent,   who then subcontracts.
Just look at their T& Cs

9. Changes or cancellations by us

If you don't have a contract with Riviera travel,  how could they cancel it?