Nat west concierge service won’t refund

yellowelise

Hi all
I purchased flights through the Nat West concierge service to go to the euro2020 quarterfinal match in St. Petersburg via Munich (4 flights in total)

Now apart from the fact The Euros are postponed to 2021, the first leg of this trip has Just been cancelled by Lufthansa.

Nat west concierge are saying in an email That my only option is a voucher as Lufthansa are refusing all refund applications. They will NOT send me anything directly from Lufthansa saying this.

My NatWest travel insurance is saying they must give me a refund as they cancelled the flight, regardless of the voucher offer. I can only make a claim if they refuse to refund me in writing (from Lufthansa  not the concierge service). Also any claim will cost a £75 excess !

Concern over accepting the voucher is what happens if we cannot rebook acceptable flights next year when the new euro 2021 schedules are released?

1. Can Lufthansa refuse to refund a 4 flight trip if the first leg is cancelled?
2. How do I get This in writing from Lufthansa? As the concierge service won’t.

3. Do I have any recourse with NatWest concierge as the agent? They have already pointed out that Abta and ATOL are only for when a company goes under, not when they simply refuse to refund a cancelled trip.

Thanks 🙏🏻 

Life__Goes__On

Not hear of the concierge service before.
Who took payment, and what method did you use?

yellowelise

It is part of the services that come with the NatWest current account, we pay for it as it’s a charged account.

Like phone and travel insurance etc they also have a travel booking service which is cheaper than direct available to all premier banking customers. 

So it’s a NatWest service that comes with the account.
They took the money from my current account. 

Just looked at the email address and it’s NatWestconcierge @ tengroup.com
so looks like NatWest use a third party.......called tengroup
don't ever actually tell you that although I’m sure it’s in the small print somewhere.

mattyprice4004

Lufty are indeed being a pain with refunds - so seems they're correct on that part. Have a look in the Travel forum - pretty much everyone seems to have the same issue. 

Just appears the cash isn't there for refunds  

Life__Goes__On

Who is named in the  transaction ?

yellowelise

My flight confirmation and cost (invoice) is on Natwest headed paper 
with my name and my NatWest Bank account name (not details) and my NatWest member services Id Number.
it includes details of the flights and Lufthansa references plus ticket numbers.

yellowelise

It is in the small print where Under liability it says 

“when you instruct a supplier, the contract is with the supplier and not with Ten. Ten is not responsible for the actions of the supplier. 

Life__Goes__On

On your bank statement, is it Natwest,  Lufthansa   or tengroup  listed as payee?

yellowelise

Ah sorry, just checked they took the money from my NatWest Credit card and it says Lufthansa some numbers then KOELN.

so I can claim back this cost from my Nat west credit card?

Life__Goes__On

Looks like you need to chase Lufthansa, they should have given you a  cash refund in 7 days for all legs once the first was cancelled.
as Matty said, they are refusing refunds.
As you paid via your bank account you have less options.
Unless you want vouchers in looks like your insurer is the best option.
Tell your insurer that Lufthansa doesn't reply to your request for a cash refund, and you can not force them to to reply.
So stating I must provide that evidence is unfair, so not a bases to reject your claim. If they require that information than you give them permission to contact Lufthansa on your behalf.

yellowelise

So sorry, I didn’t realise the significance and our messages crossed. Thankyou so much for your advice, I’m learning lots.
I paid via my NatWest credit card which pays off from my NatWest bank account. 
Does this mean I have more options?