STA - G Adventures

chrispclay

Good morning everyone, 

Just after a quick bit of advice. 

Had a tour of Thailand, Cambodia and Viet Nam booked up through STA Travel (flights not included) which is now cancelled but they have said they will only offer a voucher or to rebook the tour due to this being a tour actually provided by another company (G Adventures). 

They have stated that because they will not get a refund from the original company offering the tour, they can't offer refunds out as well. Is this correct? Should I accept this?

As i understood, everywhere should be offering refunds however unsure when the original package is being supplied by another supplier. 

Thanks,

Chris

Life__Goes__On

Did you buy accommodation and tours from them?  what method of payment did you use?   how was payment billed? did you get any vouchers from STA (not for the refund)

GilesO

We are in the same situation with the same trip via STA.
The package sold by STA includes:

• Flights with Emirates
• Accommodation Bangkok 
• Activities with G Adventures
• Flights with Singapore Airlines
• Activities with TruTravel

Each of these is offering different credit note values - even STA can't work out what they all mean. 
The package was bought on a parent's CC so Section 75 probably won't apply.
STA refusing cash refunds. Travel insurance won't look at it as Credit Notes are available.
Will be unable to take the trip next year due to other plans.

Life__Goes__On

GilesO said:

We are in the same situation with the same trip via STA.
The package sold by STA includes:

• Flights with Emirates
• Accommodation Bangkok 
• Activities with G Adventures
• Flights with Singapore Airlines
• Activities with TruTravel

Each of these is offering different credit note values - even STA can't work out what they all mean. 
The package was bought on a parent's CC so Section 75 probably won't apply.
STA refusing cash refunds. Travel insurance won't look at it as Credit Notes are available.
Will be unable to take the trip next year due to other plans.

Was it one payment on credit card to STA  for everything?

GilesO

Yes, it was deposit and balance on CC to STA direct.

Life__Goes__On

It it was billed as just one total, then it's classed as package holiday and you are due a cash refund and that should be within 14 days. (if booked after July 18)

GilesO

Life__Goes__On said:

It it was billed as just one total, then it's classed as package holiday and you are due a cash refund and that should be within 14 days. (if booked after July 18)

That is true, but they are refusing to refund and pointing to their suppliers’ policies. What should we do next?

Life__Goes__On

GilesO said:

That is true, but they are refusing to refund and pointing to their suppliers’ policies. What should we do next?

Was it your credit card you paid on?

Bolt1234

Very similar here.  Son was a few days into his trip.  STA are washing their hands of taking responsibility even though he brought the whole package in one transaction. Flights, STRAY tours in The Far East etc.   Their offer is vouchers for another backpacking tour before 2022 but son will have to fund his flights again just to use the accommodation vouchers.  

He has even suggested that he would be happy with a credit note from STA so he can buy something from them in the future but they say his contract is now with the Agent in the Far East. They know full well that being a student travel company it’s very unlikely  that you will be able to do another  backpacking trip  next year.  

The opportunity will have gone and they know this!  Hard luck, they will keep the money and this is hard earned money in pubs, being a waiter etc.


They are a shocking company to deal with and travellers will have very long memories.  I have had to cancel a Round the World trip and my experience with other operators has been completely different. Intercontinental Hotels and Agoda has been fab with full refunds.

We have now put in a formal complaint to ABTA.  If booking a tour, a flight and another extras in one transaction and on one credit card isn’t a package what on earth is and if STA is just ‘booking the package’ with no associated responsibility then what on earth is the point of them!

Bolt1234

Some people will be OK with  refund credit notes and use it next year.  Backpacking is different and they know it.  Everyone is saying you should get a refund within 14 days etc etc but they aren’t!!!!  Let’s see what ABTA say?  

Life__Goes__On

Bolt1234 said:

We have now put in a formal complaint to ABTA.  If booking a tour, a flight and another extras in one transaction and on one credit card isn’t a package what on earth is and if STA is just ‘booking the package’ with no associated responsibility then what on earth is the point of them!

STA seem to want to totally disregard their legal requirements.
They will be forced to pay up either via credit card or court action.
With GilesO case, STA can't even enter a defense, as there isn't  one, as the law is crystal clear on that issue.
I haven't looked into the refund of a partial trip.