STA - G Adventures

GilesO

At last an update:
TL:DR: Direct discussion with STA and refund coming after using Facebook.

So after getting nowhere with emails and phone calls, a post on the STA Facebook page and a DM resulted in a call this morning from STA. After their generous offer of a 12-month fully refundable credit note, I asked for a direct refund now under PTR. After a few seconds of hesitatino, they then checked to see if it had been booked as a package (it had), they agreed to refund but said it would take 60 days. When I mentioned the PTR requires payment in 14 days, they flatly denied it did. Rather than get into a heated discussion, I confirmed I wanted a full refund ASAP.
Surpisingly, they followed this up with an email:

As discussed we can refund you under the package travel regulations for the tours, hotels and flights you booked through us. The total refund amount is £XXX and will be refunded within the next 60 days.

As they've put it in writing, I guess we can wait the 60 days - or should I point them to the 14-day requirement?

Life__Goes__On

GilesO said:

At last an update:
TL:DR: Direct discussion with STA and refund coming after using Facebook.

So after getting nowhere with emails and phone calls, a post on the STA Facebook page and a DM resulted in a call this morning from STA. After their generous offer of a 12-month fully refundable credit note, I asked for a direct refund now under PTR. After a few seconds of hesitatino, they then checked to see if it had been booked as a package (it had), they agreed to refund but said it would take 60 days. When I mentioned the PTR requires payment in 14 days, they flatly denied it did. Rather than get into a heated discussion, I confirmed I wanted a full refund ASAP.
Surpisingly, they followed this up with an email:

As discussed we can refund you under the package travel regulations for the tours, hotels and flights you booked through us. The total refund amount is £XXX and will be refunded within the next 60 days.

As they've put it in writing, I guess we can wait the 60 days - or should I point them to the 14-day requirement?

When was your trip due to take place?

GilesO

Hi - trip was scheduled to start in mid-April

Life__Goes__On

GilesO said:

Hi - trip was scheduled to start in mid-April

As you said already as it was your parents card there is no Section 75,  but there is still a Chargeback as it's different rules.
With the Chargeback it needs to be filed within 120 days of the start of the trip.
Can can file a Chargeback now,  or you can wait a bit longer,  but I would suggest that you do not let the 120 days run out.