Backpacking through STA Travel

Bolt1234

My son had to curtail his back backing trip due to CV19 and the agent in the Far East suspending the tour. He had vouchers that he didn’t use and now wants his money back as per the T and C’s. STA who he booked and paid say his query is with the agent in the Far East. The holiday was a mixture of flights plus voucher accommodation. The agent is not responding although verbally they have said he can have his money back.  It’s a lot of money for him. I think he should go through STA. He paid via a debit card. Sadly he won’t be able to go again as he now has a full time role and of course he would have to buy his return flights all over again. 

Could someone advise please.

heatherw_01

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Life__Goes__On

As your son had flights and accommodation (albeit though vouchers) it still would be a package holiday so refunds via STA
Hopefully there will be more opinions and then can advice next move.

Bolt1234

I thought so too.  STA told my son he needs to speak to STRAY.  In my view he booked through STA and that is who he needs to go back to.  STRAY just happen to be STA's agent at present.  It could be anyone.  He could potentially take a voucher but from STA where there would be more flexibility.  Or a chargeback on his debit card?  I looked at ABTA website earlier and apparently STA are known to state that ABTA are telling them to offer a Refund Credit Notes ONLY.  That is not what they are saying IMHO!  Backpacking is a once in a lifetime trip.  You cannot just do it the following year.

Life__Goes__On

ABTA have been issuing the wrong information, finally they have admitted customers do not have to take a voucher.
I would chase it up with STA staying you sold a package holiday and you need to refund.
Also wouldn't hurt to try a Chargeback  for the amount,, just as long as you don't keep both payments.

On a personal note, sorry to hear your son lost his trip, backpacking is a wonderful thing to do.

Bolt1234

I think that STA are going to state that my son had a Linked Travel Arrangement which I believe is where payment details that he made when booking the trip were passed directly onto STRAY rather than STA keeping the whole amount.  In normal circumstances he would take a credit but backpacking isnt something you can do every year.  Its a once in a lifetime opportunity,

Life__Goes__On

 For a Linked Travel Arrangement  I believe it has to be a separate payment to each provider,  if just one payment was made to STA it's a package holiday 

Bolt1234

Yes, my son paid in full on one payment however STA are insisting that his contract is with STRAY and their associated terms and conditions.  Additionally they have sent links through saying that he agreed that he would abide by STRAY’s separate T@C’s.  

As it’s a backpacking trip it’s not feasible that he will just be able to rebook next year.   He is willing to take a credit towards a STA holiday but a STRAY credit would mean he would have to book the flights etc all over again just to get to use the STRAY tour element in the Far East.

Life__Goes__On

The only options I can think of ( maybe others can give you more advice)

Try a chargeback on the debit card for the amount lost , personally I don't think it will work,  but it's free so nothing to lose.

or make a complaint (I've never  done that  but this looks a good guide.

https://www.which.co.uk/consumer-rights/advice/how-to-claim-if-youre-unhappy-with-your-package-holiday