Stale mate with Travel Agent

Muttonchops_1943

Thanks for clarifying! Have spoken to bank, paperwork is on its way to me. Trying them as first stop! 

Life__Goes__On

Great, good luck with claim.

Muttonchops_1943

response received this evening from TA, reiterating their right to charge the £120 admin fee (now converted to credit voucher) For reference, point 12 does not state the percentage of the admin fee nor explicitly state the amount, in my case £120. Is there anybody here familiar with contract law who can advise if their charge is lawful?

As per the T&C which is mentioned under Point 12 on the terms and conditions at our website (https://www.whitemagictravels.co.uk/termsconditions) all the ticket for which we process refunds are subject to admin charges. The reason for admin charges is so that we can cover our cost incurred to us in the whole process of booking your tickets and then raising the refund application with supplier/airline as all of it is a time consuming process.

 

However, I have checked and the consultant has advised you full refund of £830 (£710 - refund in bank and £120 - credit voucher), so we are not charging you the admin fees. In its place we are giving you a credit voucher which you can use on any airline for booking to any destination within 1 year of the date of issuance.

Life__Goes__On

If the airline cancelled 12] has nothing to do with your booking

12. Airline Ticket Refunds

You will be required to pay a per ticket cancellation charge imposed by the airline or the consolidator pursuant to their terms and conditions. Air tickets refunds are also subject to a per ticket administration charge, irrespective of the number of tickets for which refund is applied. There is no automatic right to a refund and when you send us a cancellation request, we will forward it to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions.

12] is clearly to do if you cancel.


The section that is relevant to you is 27]

 27. Changes or Cancellations by the Supplier/Principal

We will inform you of any changes or cancellations as soon as reasonably possible. If the Supplier/Principal offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. We accept no liability for any changes or cancellations made to your arrangements by the Supplier/Principal under your contract with them.

The supplier will be the airline, and  they are the one that cancelled.
There is no mention of any fees payable,so none should be paid, also clearly states you have a choice of a refund.
Demand a full cash refund

Muttonchops_1943

Life__Goes__On said:

If the airline cancelled 12] has nothing to do with your booking

12. Airline Ticket Refunds

You will be required to pay a per ticket cancellation charge imposed by the airline or the consolidator pursuant to their terms and conditions. Air tickets refunds are also subject to a per ticket administration charge, irrespective of the number of tickets for which refund is applied. There is no automatic right to a refund and when you send us a cancellation request, we will forward it to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions.

12] is clearly to do if you cancel.


The section that is relevant to you is 27]

 27. Changes or Cancellations by the Supplier/Principal

We will inform you of any changes or cancellations as soon as reasonably possible. If the Supplier/Principal offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. We accept no liability for any changes or cancellations made to your arrangements by the Supplier/Principal under your contract with them.

The supplier will be the airline, and  they are the one that cancelled.
There is no mention of any fees payable,so none should be paid, also clearly states you have a choice of a refund.
Demand a full cash refund

You’re an absolute star!!
I submitted my credit card section 75 last week so wasn’t expecting to hear from the TA, tonight’s email was out of the blue.

Life__Goes__On

NP
I would supply a copy of this to your credit card company, to counter any claims by WMT that an admin fee is payable.

I do love it when a TA like WMT is hoist with their own petard

Muttonchops_1943

I’ve already sent it off so will have to wait and see what comes back. Im
assuming I can send additional information if the credit card company needs it.

Muttonchops_1943

Life__Goes__On said:

NP
I would supply a copy of this to your credit card company, to counter any claims by WMT that an admin fee is payable.

I do love it when a TA like WMT is hoist with their own petard

Just out of curiosity, do you work in the travel or legal field or are you just an extremely knowledgeable person about such matters?

Either way, I appreciate your help.

Life__Goes__On

You can send of any relevant info that will help with the claim.
With a S75 even  if they decide against you ,  if you have new evidence you can asked for it to be reopened with the new info.
Don't work in either of those fields
I only came on this forum to complain about Holiday Extras and what they were doing.
I read other posts and found there seem to be many companies that are treating their customers badly.
So I tried to help,  but with trying to help I needed to research different laws relating mostly to contracts.
I have learnt so much in the last couple of months, and know my rights more than ever before.
So I try to pass on that knowledge as best as I can.
I certainly wouldn't claim I'm always right, but do like to be able to back-up (if possible) any statements I make.
I do try to go down the cost free option like a S75 or Chargeback.
As with any forum,  people  need to make their own decisions about whether to take any advice of said forum.
At the end of the day if a person wants rock-solid advice, then they need to pay for it
 
 

Muttonchops_1943

Hi, just wanted to update you with the news that my credit card company recredited my account with the cost of the cancelled flights, full refund.

I understand that the agent can still come back and dispute the reversal but fingers crossed, they don’t. Any idea of the timescales for disputes?

But huge thanks for the advice and support given here, really appreciated.