Loveholidays impossible to contact and they have my money from TUI

mattyprice4004

TylerDurden36 said:

hollie.weimeraner said:

Email them with the information and give them 14 days to respond and threaten County Court Action if not received?
Alternatively contact the ombudsman

I have just emailed them but according to a lot of other people they never respond to emails. They never respond on Facebook. I don’t understand why they have closed their phone system. I got through to TUI within 5 minutes who have been really helpful. Always booked with loveholidays in the past but after all this I’ll never use them again.

I've worked in call centre management, and completely understand why they've turned off their phones.
In the time it takes to calm one whining customer down, you can answer at least 10 emails - because the customer will usually relentlessly prattle on about how you've ruined their year / their life / they'll never get over this / their dog is pregnant and it's all your fault / the house is on fire and you're to blame (etc etc). 

They have a small team, and it's a lot better use of their time to have that team dealing with issues electronically than via phone - not to mention that as they're working from home, a lot of telephone systems will be unavailable to use (they rely on a power feed through the network they're connected to, and specialist network switches to link it all together in one place). 

Granted, it's a bit poor they're not answering emails - but having the phone lines live would just waste endless manpower and people would then moan about being sat in a queue for 4 hours (ironically making it longer for everyone else waiting) and expect their phone bill to be paid because they ran out of free minutes. 

Thrugelmir

TylerDurden36 said:

Browntoa said:

How can loveholidays pay back your money before it's refunded to them , totally unrealistic expections in the current situation. 

Takes less than 30 seconds to make a money transfer.

A Company will work in a far more structured manner. Unfortunately that will result in working days not seconds to action. Nor will the money relating to your booking be the only transaction they will have to process. 

Browntoa

I'm glad I'm not the only one who thought their expectations exceeded reality

TylerDurden36

Alan_Bowen said:

Browntoa, I appreciate your defence, and expecting a refund the day after they have been received is ridiculous but if you have been following this board you must admit they are one of the most frequently complained about companies. They have told many people to make the request for a refund from the airline, which could only happen if the customer's card had been used to pay, which we can see was not the case here or in most if not all cases. That suggests a company selling a million holidays, so no small business at all, was intentionally lying to customers to delay the process. I would like to think there is another explanation but I cannot think of one. 

That is the main thing that has ticked me off about the whole thing. The way that Loveholidays passed the responsibility to Tui to process the refund knowing that Tui would only refund the card that loveholidays used to pay them. 

If I hadn’t booked the extra legroom seats directly with Tui then I would have no idea about this refund even taking place as I have had no emails or calls to let me know. So now I know loveholidays have my money. Let’s see how long it takes them to inform me of this fact. Legally it’s 14 days from the date the holiday got cancelled from what I understand so I don’t know how they are getting away with making some people wait months for the refund. Time will tell. 

Sun-Is-Fun

They don't have the time to solve the other person's issues, yet they have time to challenge a credit card claim because they wouldn't refund for a cancelled holiday I found out today 

Life__Goes__On

mjfp509 said:

They don't have the time to solve the other person's issues, yet they have time to challenge a credit card claim because they wouldn't refund for a cancelled holiday I found out today 

Do you know what grounds they challenged it on?

TylerDurden36

Has anyone actually managed to get through to anyone on Live Chat? I’ve been trying for 2 days and still can’t get through.

Sun-Is-Fun

Life__Goes__On said:

mjfp509 said:

They don't have the time to solve the other person's issues, yet they have time to challenge a credit card claim because they wouldn't refund for a cancelled holiday I found out today 

Do you know what grounds they challenged it on?

No, just received a generic message from the card company saying they have challenged the claim but it has enough evidence to continue defending the claim. Cannot see any reason why they would win their challenge, but the cynical side of me thinks we live in a mad world now where logic doesn't often dictate !

Life__Goes__On

mjfp509 said:

Life__Goes__On said:

mjfp509 said:

They don't have the time to solve the other person's issues, yet they have time to challenge a credit card claim because they wouldn't refund for a cancelled holiday I found out today 

Do you know what grounds they challenged it on?

No, just received a generic message from the card company saying they have challenged the claim but it has enough evidence to continue defending the claim. Cannot see any reason why they would win their challenge, but the cynical side of me thinks we live in a mad world now where logic doesn't often dictate !

You could tell them you want to see the evidence as part of the transparent process. 

TylerDurden36

Today I finally got through to the loveholidays chat system at 9am this morning when it opened. The queue time was stated as 24 minutes. After 1 hour 40 minutes of waiting I have still had no response. A friend of mine has also had this same problem. I think it’s clearly obvious that there is nobody on the other end. The amount of time I have wasted trying to get hold of them is ridiculous.

Think it’s quite clear now that they will never refund my money and the only way to get it back will be to start court proceedings.

Absolutely disgusted in the way they handled all this. Their actions have been truly criminal.