No refunds from Great Rail Journeys

linvorn49

GRJ cancelled our holiday to Italy in April and despite repeated requests have totally refused to offer us a full cash refund. When I booked, their Terms and Conditions clearly stated that a cash refund would be paid if they cancelled a holiday. GRJ are now hiding behind ABTA advice to offer only Refund Credit Notes. As my husband and I are over 70 we are unsure whether we will be fit to travel next year so we have refused a Credit note. GRJ have issued it anyway against our repeatedly stated wishes and now refuse to answer any e-mails. The credit note states in the small print that its conditions can be changed at any time by GRJ so I am not confident that we would ever get our money back. It is not a small amount and we need our £3625 more than GRJ do! Has anyone else got a dispute with GRJ ?

Life__Goes__On

ABTA changed their advice to say if I customer asked for a cash refund, the should get one.
Looking at their website,it looks like a package holiday,  but like to confirm it.
Was it accommodation, transport (seems certain being a called a Rail Journey) and other services ( like a tours /excursions)
was the price you paid  just one total for everything?

linvorn49

Life__Goes__On said:

ABTA changed their advice to say if I customer asked for a cash refund, the should get one.
Looking at their website,it looks like a package holiday,  but like to confirm it.
Was it accommodation, transport (seems certain being a called a Rail Journey) and other services ( like a tours /excursions)
was the price you paid  just one total for everything?

Yes,it was a total package. Not guaranteed by ATOL because no flights involved, but guaranteed by ATOT ??

linvorn49

Yes, it was a total package. Not guaranteed by ATOL because no flights involved, but guaranteed by ATOT ??
I have not seen up-dated ABTA advice. When and where did they say that a customer should get a cash refund if they request it?
I need to quote this to GRJ

Life__Goes__On

Looks like ABTOT.
Legally you should have had a cash refund within 14 days ( you can reject any voucher)
What method did you use to pay?

ABTA advice really is irreverent, an Act of Parliament states you are entitled to a refund within 14 days, quote them
Package Travel and Linked Travel Arrangements 2018

Avocet738

We also booked a holiday with Great Railway Journey for early April through a Travel Agent (Fred Olsen) and we have come up with the same blockages in getting a cash refund. We have stated from the beginning that we want our money back and not a Refund credit note (RCN), although they have issued one which expires on 31st July 2020. We received email correspondence via our travel agent yesterday from GRJ saying that a RCN was intended to strike balance between consumer interests and consumer rights. They also quoted that RCN provides financial security if Tour operator ceases trading and would be covered by the financial bonding Tour Operator is required to have in place. (in this care GRJ has ABTOT for holidays without flights). We have tried the route in claiming through our travel  insurance company (TifGroup) which was refused under their cancellation policy section. They say if did not cover cancellation as a result of FCO advice and priced accordingly. We have now resorted to making a Section 75 claim through our credit card company. This can take up to 60 days from date of application but this could take even longer as I know they are working through a backlog.
It is now getting very frustration as all we want is our money back as per the Package Travel and Linked Travel Arrangements 2018. These regulations are being completely ignored by Tour Operators. Have not threatened them with Small Claims Court yet!!!

Life__Goes__On

With an issue like this with GRJ,  a Chargeback would likely be quicker than a S75  (Both ways should get your money back)

Avocet738

How would that work if we paid for holiday by credit and not debit card?

Life__Goes__On

A Chargeback can be used on both a debt card & credit card , a Section 75  is only for a credit card.
A Chargeback isn't a legal right  so can get refused,  but a S75 is a legal right.
Another difference between the two, is with a Chargeback  the retailer (travel agent) who pays, with a  S75 it's the credit card company. (who can try to claim it from the retailer)

linvorn49

Have just got a full cash refund via Chargeback! YAY! It pays to persevere. GRJ are not obeying the PTR rules. I will never book another holiday with them again.

Life__Goes__On

linvorn49 said:

Have just got a full cash refund via Chargeback! YAY! It pays to persevere. GRJ are not obeying the PTR rules. I will never book another holiday with them again.

Glad a Chargeback worked for you, and thanks for  giving an update.