Refund from cancelled travel advice

slnewton20

We booked and paid for a holiday that was put together by DialAFlight. It consisted of flights with air Canada (they got us the best flight prices through purchasing my daughters flight direct from air canada and then mine and my husbands through Lufthansa), hotel and transfer. We were due to travel on 6th April for 10 days. We also paid an additional £130 to stay sure for travel disruption add on to our annual policy.  The holiday was cancelled by DialAFlight and they offered us vouchers - we declined and asked for a full refund. They directed us to insurer and issued a cancellation notice. Stay sure eventually replied and said because we had been offered an alternative voucher they would not pay out. DialAFlight eventually (last week!) gave us a partial refund for our transfer and hotel. They still owe us c.£4100 for our flights. They are insisting that air Canada will only give us a voucher for my daughters flight £600  and have to wait for Lufthansa to refund them before they will refund us the balance. They have no idea how long this will be. Clearly Lufthansa has their own issues and I think we are legally entitled to a refund from DialAFlight as they were the travel agent who put together a package holiday for us. Can anyone advise best course of action? Lufthansa do not appear to have any intention of issuing refunds. What recourse do we have with DialAFlight for the rest of our refund please? Thank you 

Life__Goes__On

Does your ATOL cert  say Package sale  or Package  multi contract in the bottom right?

slnewton20

Atol certificate says single contract package 

Life__Goes__On

slnewton20 said:

Atol certificate says single contract package 

Wonderful
DialAFlight should have fully refunded you (cash) with in 14 days under  Package Travel and Linked Travel Arrangements 2018

What they get back from the airlines,  transfers hotel, is legally not your concern,  it has no bearing on your refund you are entitled too.

What method of payment did you use?

slnewton20

Thank you. I paid with a Visa credit card in full. They refunded the hotel and transfer back to my card 

Life__Goes__On

Wonderful again as if DialAFlight don't pay out then your credit card company will have too, the money you won't get back is the £130 for the insurance.
The best way forward as DialAFlight are refusing to fully refund you is to use a Chargeback on your credit card,  this will a partial Chargeback for the missing money.

Raise a partial "Chargeback" against the transaction stating non-supply of service, (using proof of cancellation) also state that you have rejected any vouchers that you are entitled to do under English law
Normally with a Chargeback the money is returned once it’s processed

DialAFlight can dispute the Chargeback, but it must supply evidence to the card company.

If DialAFlight is successful, then the Chargeback is reversed and the money taken back  from your account

If that fails then it's a Section 75 on the credit card.

Make sure you only submit what you are owed otherwise the Chargeback will more than likely fail.
Nothing will be quick, might take a couple of months to get your money  if Chargeback is successful , but longer if you have to use a Section 75,    but at some point in time you will get a full refund.

slnewton20

thank you so much for your advice - I really appreciate it 

Life__Goes__On

No problem, any trouble just post again.