Alpharooms - refusing to use a refund credit note

Jammark

Hi all, looking to see if anyone is facing the same problem as us? 

Our holiday to Lanzarote was cancelled on 19 March. We had flights, accommodation and transfers booked with them so a complete package holiday. On 19 March, we contacted Alpha Rooms to find out what was happening with regards to a refund etc. We were sent an email on the same date and advised we would receive a full holiday refund within 8 weeks (14 May). A couple weeks ago, we received another email confirming our refund would be issued as a refund credit note. On 1 May, we received an email refund credit note for the accommodation and transfers and an attached letter confirming they had not yet received a refund of the flight from EasyJet (strange seeing as the hold bag and seats we had booked with easyJet directly had already been refunded to Credit Card). 

We had a look on the AlphaRooms and thought about booking a holiday for next year, we found the holiday we wanted and emailed AlphaRooms for them to contact us to book it as for some reason they’re not allowing you to use the voucher online. Within a few hours they called us, we spoke to ‘Brandon’. Brandon confirmed the flight had also been refunded but was unsure why we had not received a voucher for that part of the booking as well. We went through the holiday we wanted, and asked to make the booking. Brandon advised ‘no availability’ and that it was down to Jet2. We stated we could see the holiday available online. Brandon advised us to use our Credit Card to make the booking, we could then give the booking reference to him, he would then apply the refund credit note to that booking, then issue us ANOTHER `refund credit note. Obviously we didn’t want to do this, so I asked to escalate a complaint as I felt the company was purposely obstructing us being able to either use the voucher or receive a refund. Brandon laughed (we’ve got all of this recorded!!!!) and said a member of the UK team would call us back tomorrow (last Sunday) - obviously this has not happened. We’ve now raised a complaint with the CAA and the CMA but from email bounce backs it doesn’t sound like you receive a response from them. 

We’ve repeatedly tried to get contact from them, leaving reviews on TrustPilot, social media etc, but no response and their phone lines are still closed. Funny that they can’t speak about customer service, but the thought of a new booking made them call back the same day.... wanting more money and not accepting the voucher though....

Has anyone else had any luck with AlphaRooms in using their vouchers or has anyone got any ideas of next steps before trying the CC provider? 

Any help is much appreciated. 

Life__Goes__On

Shocking how they tried to get you to pay more cash to them.
Do you  still want to use the vouchers?  as doesn't sound the type of company that can be trusted.

Jammark

Still no joy from them - spent another 2 hours on the phone to them and they’re still refusing to book a holiday with the refund credit note. Surely this illegal? 

Life__Goes__On

Jammark said:

Still no joy from them - spent another 2 hours on the phone to them and they’re still refusing to book a holiday with the refund credit note. Surely this illegal? 

They certainly can't issue a only a voucher then say it can't be used (well they can  but it's not legal)
The should have  made a cash refund within 14 days