Not sure how to get this refund? TravelUp/Netflights

Tatatatata

We had a holiday organised for August to Miami and surrounding areas.  All booked separately by me (have done this for many years without trouble) in November 2019.  Travel insurance annual policy, in place long before the coronavirus kicked off, and before I booked.  All paid for via credit card.
Flights booked through TravelUp (using BA) and accommodation booked through NetFlights.  Both companies I've used before with no problems.  
Flights
Our flights (6 adults) are now showing as cancelled on the BA site.  The BA website says we are entitled to change or refund but we need to contact our travel agent.  Fair enough.
I have called TravelUp (no reply - phone just cuts off) I have emailed two email addresses but no reply.  Contacted on social media and no reply.
What do I now do about these flights?  Contact BA to say cancel? Do I do a chargeback on my credit card? Section 75 refund? Claim on travel insurance?
Accommodation
Netflights are offering a refund for the accommodation but I'll only get a fraction of the cost back.  How can I claim the full cost of the accommodation back?

Thanks in advance - I've never had to cancel holidays before except in an emergency situ when the travel insurance covered it immediately.  I am happy to pursue this (I have no option, could do with the money!) and I know it'll take time but I'm not sure of the order of events.

macman

Your flight contract is with TravelUp, not BA. If you are unable to contact them, do a chargeback, S75 and then travel insurance claim, in that order of priority. Do not cancel with BA: your flights are already cancelled.
If the accom is available and you booked it separately, then you have no grounds for a refund from Netflights because you can't get there, that is not their problem. Your only remedy is to try and claim on your travel insurance, if it covers you in these circumstances.

[Deleted User]

Hi , seems you have two separate issues.   Your flight refund with TravelUP.   All agents  are working strictly in order. Your holiday date hasn't arrived yet.    You could possibly check this on your account with them?  Eventually they should refund you.  Don't expect any answer before your date of travel though.   Possibly a chargeback would work but somehow I doubt it before your date of travel has arrived and you give your agents time to reimburse you.  

Accommodation if booked separately, you will need to refer to your terms and conditions when you booked.   If the accommodation is unavailable at the time of your holiday, you should get a full refund.   If it is open, then you have a problem. You may need to look at your insurance in this instance.

macman

Tedber, BA have already cancelled the flights, so the contract is void. The OP does not have to wait until August for anything: they are entitled to a refund within 14 days of requesting it.

mattyprice4004

Is your accommodation is available, you have no right to a refund regardless of if you can get there or not. 

Tatatatata

macman said:

Your flight contract is with TravelUp, not BA. If you are unable to contact them, do a chargeback, S75 and then travel insurance claim, in that order of priority. Do not cancel with BA: your flights are already cancelled.
If the accom is available and you booked it separately, then you have no grounds for a refund from Netflights because you can't get there, that is not their problem. Your only remedy is to try and claim on your travel insurance, if it covers you in these circumstances.

Thank you.

Netflights have offered a refund but I'd only get 20% back.  Do I cancel and reclaim the rest on travel insurance?  Or try to reclaim the lot on travel insurance?

Tatatatata

Tedber said:

Hi , seems you have two separate issues.   Your flight refund with TravelUP.   All agents  are working strictly in order. Your holiday date hasn't arrived yet.    You could possibly check this on your account with them?  Eventually they should refund you.  Don't expect any answer before your date of travel though.   Possibly a chargeback would work but somehow I doubt it before your date of travel has arrived and you give your agents time to reimburse you.  

Accommodation if booked separately, you will need to refer to your terms and conditions when you booked.   If the accommodation is unavailable at the time of your holiday, you should get a full refund.   If it is open, then you have a problem. You may need to look at your insurance in this instance.

Sorry I wasn't clear.  BA have cancelled two of the four flights, but have offered a refund, because I can't get to my final destination without taking the first (cancelled) flight.

The accommodation is available - it's still open.  Do I start a TI claim for that or wait until it's more clear what's happening with the flights?

[Deleted User]

macman said:

Tedber, BA have already cancelled the flights, so the contract is void. The OP does not have to wait until August for anything: they are entitled to a refund within 14 days of requesting it.

Ok ideally Macman, but try getting it before the holiday date from agents?   Impossible.   Good luck to them for trying for the 14 days rule though.   Realistically, going by the hundreds  of other posters,  they will have to wait until the holiday date has passed.   

macman

I'm well aware of that. But, until you request a refund and the 14 days elapse without payment, as they will, you cannot commence with a chargeback.