Thai Airways

helenmwest1

Hi, we booked 4 flights with Thai Airways in for travel in March 2020 via Carlton Leisure. When they were cancelled, we contacted Carlton Leisure who applied for a refund on our behalf. We were told it would take 14 weeks. That time is now up, I’ve phoned Carlton Leisure and they haven’t been refunded yet so can’t pass the refund onto us. I’ve since seen online that Thai Airways is under “reorganisation” due to threat of bankruptcy. Any ideas on the best way to get a refund? I paid by debit card. As Thai Airways have not admitted bankruptcy, I can’t get anything in writing that it won’t be refunded so I can’t claim on our insurance either.... 🤔

bartos1976

In a similar situation. I think they’re trying to pay out in vouchers 

Westin

helenmwest1 said:

Hi, we booked 4 flights with Thai Airways in for travel in March 2020 via Carlton Leisure. When they were cancelled, we contacted Carlton Leisure who applied for a refund on our behalf. We were told it would take 14 weeks. That time is now up, I’ve phoned Carlton Leisure and they haven’t been refunded yet so can’t pass the refund onto us. I’ve since seen online that Thai Airways is under “reorganisation” due to threat of bankruptcy. Any ideas on the best way to get a refund? I paid by debit card. As Thai Airways have not admitted bankruptcy, I can’t get anything in writing that it won’t be refunded so I can’t claim on our insurance either.... 🤔

Whilst Carlton Leisure can get a bad wrap, I think what you are being told is probably correct.

A few airlines, Thai included, have very severe financial challenges and have not been paying out refunds. Carlton Leisure will not pay you a refund until they receive it from the airline.  Communication between the two is probably weak as well. Customers are stuck in the middle. 

Talk to your bank but I don’t think a chargeback will be appropriate given the time frame. No harm in making contact. In future try to pay with a credit card.

Whilst you say you can not get anything in writing from Thai, I would probably start looking at obtaining other supporting documentation which you could use to support a claim with your travel insurer.  An hour or so on Google will lead you to lots of articles on Thai’s position and inaction. Print or bookmark those. Carlton Leisure may also be prepared to put something in writing just briefly detailing that they have to date been unable to obtain the refund from the airlines.  Record when and to whom you made phone calls to regarding the refund request.   No guarantee it will work but hopefully you can show the insurer the situation, that you have made attempts to mitigate the loss and the situation with the airline.  I doubt the claim will be quick but at least you are using the time you have now to prepare for it. Good luck.

Pjpern

I was in the same situation with Thai airways through TravelUp. I booked flights which were cancelled and couldn't get any refund due to the same reasons you guys quoted. Luckily I used a credit card and used this to get my money back. It's taken a year but the refund came last month. Not good for you on hindsight I know but I will always keep a credit card for those payments that might go bad as they are legally bound to refund the whole amount.  I don't use it for anything else apart from this and it works well. I pay with my credit card and then pay it off straight away with my debit card. Good luck with your situation. It's horrible having it all hanging over you, I know!