Scott Dunn refusing refund

laurasearch

We are due to travel to Greece on 30th may. We booked through Scott Dunn and are flying with BA staying at the Westin resort. 

We have asked for a refund but they will only offer voucher or to rebook. When we have insisted on a refund they have told us that they don’t feel the rules for package holidays are not suitable so they won’t be adhering to them. 

Can anyone offer any advice?

thanks in advance 

Life__Goes__On

laurasearch said:

 that they don’t feel the rules for package holidays are not suitable so they won’t be adhering to them. 

That is now the most ridiculous statement from a company I have heard
They are saying they are happy to break the law.
Ha BA cancelled your flights yet?

Just to confirm,  you made just one payment  to cover hotel & flights.

Alan_Bowen

If you have an ATOL Certificate indicating it is a package, then the law is clear. If you don't want to rebook and with statements like that, why would you, then you can insist on a refund. ABTA claims it will take action against those that refuse refunds, so report the matter and then contact your card issuer and ask for a chargeback as the company has broken the law by refusing the refund

laurasearch

Hi yes we made one payment so it is a package holiday and we have their atol certificate. 

My husband spoke with them today and they confirmed that our flight has been cancelled. We have emailed asking them for confirmation of this via email but no response as yet. 

They state the the laws that govern the industry are not designed to cope with this situation. Not sure that is my issue as you can imagine! 

Life__Goes__On

laurasearch said:

Hi yes we made one payment so it is a package holiday and we have their atol certificate. 

My husband spoke with them today and they confirmed that our flight has been cancelled. We have emailed asking them for confirmation of this via email but no response as yet. 

They state the the laws that govern the industry are not designed to cope with this situation. Not sure that is my issue as you can imagine! 

Did you pay by card?

bagand96

Life__Goes__On said:

That is now the most ridiculous statement from a company I have heard
They are saying they are happy to break the law.

From a so called premium and luxury company too!  You don't always get what you pay for, quite literally!

Life__Goes__On

bagand96 said:

From a so called premium and luxury company too!  You don't always get what you pay for, quite literally!

Their new slogan "You've been Dunn"

laurasearch

Yes I paid by debit card!
And we are really disappointed since they cakes themselves as a premium company! 

Life__Goes__On

laurasearch said:

Yes I paid by debit card!
And we are really disappointed since they cakes themselves as a premium company! 

Tell your card company you want a "Chargeback" for that transaction, saying the are refusing any refunds and claiming the
The Package Travel and Linked Travel Arrangements Regulations 2018  doesn't apply to them.
Also you have rejected any vouchers,  as under English law you are entitled to do.

laurasearch

Life__Goes__On said:

laurasearch said:

Yes I paid by debit card!
And we are really disappointed since they cakes themselves as a premium company! 

Tell your card company you want a "Chargeback" for that transaction, saying the are refusing any refunds and claiming the
The Package Travel and Linked Travel Arrangements Regulations 2018  doesn't apply to them.
Also you have rejected any vouchers,  as under English law you are entitled to do.

Many thanks for your advice. I will speak to my bank today and hopefully get the ball rolling!

Westin

laurasearch said:

Hi yes we made one payment so it is a package holiday and we have their atol certificate. 

My husband spoke with them today and they confirmed that our flight has been cancelled. We have emailed asking them for confirmation of this via email but no response as yet. 

They state the the laws that govern the industry are not designed to cope with this situation. Not sure that is my issue as you can imagine! 

I wonder if possibly a misunderstanding or miscommunication issue.

Perhaps what was meant from that statement is referencing the normal (within 14 days) refund of a cancelled package holiday.  I think from this Board alone we have seen nearly every travel firm is not following the timescale on refunds as covered by the Package Travel Regulations.  The comment to that end holds water in that the PTR’s and the mass cancellation of all holidays, staff furloughs and office closures were never factored together.

The credit note offer makes sense, as does your application and right for a refund. The PTR’s apply. I think what may possibly have been miscommunicated was the process and timescales being offered for the cash refund vs. a financially ABTA backed credit note. Perhaps you call this time and ask again. Ask what timescale they are offering to obtain the cash refund and make a decision from there.