Money still taken after cancellation

faultyholty · 7 July 2020 at 12:10PM

My holiday was meant to start on the 11th july, we booked through on the beach. In May I found out our inbound flight had been cancelled but not our outgoing flight.
I contacted on the beach and they confirmed this and I asked if we could cancel our holiday. They agreed and said no further payments would be taken and we would recieve a refund.
Today I have found they have taken the remainder of the money. I'm now £2500 out of pocket. My flight is still showing (the one that isnt cancelled) I'm so worried we wont get our money back and that they still may be expecting us to go? I have the email confirming they wouldn't take any more money out.
Where do I stand?

[Deleted User] · 7 July 2020 at 12:11PM

You stand by the phone or laptop and contact them to ask when you will get the refund through.

macman · 7 July 2020 at 3:12PM

Is this a package, with an ATOL cert? If so, the cancellation of the outbound leg meant that you were entitled to a full refund within 14 days of requesting it.

faultyholty · 8 July 2020 at 9:07AM

It is ATOL, but like everyone else it's a long time waiting. I knew I'd have to wait for the refund but they said no further payments would be taken out, that was in May. They then took out the rest £1500 3 days ago. I'm so angry. On the beach aren't responding. There no phones lines. I'm at a loss. I've pot a claim in through my bank.