Exoticca Tour Operator

michelecampbell

Has anyone successfully managed to get a refund from Exoticca for a package tour cancelled by them? They continue to insist that they cannot process a refund to me as they have not yet received funds back from the airline, hotels and other land services. The tour was cancelled by Exoticca on 2 April for a 19 April departure - now a full 5 months ago! I refused their vouchers, as well as their Refund Credit Note, insisting on a full refund instead. ABTA states they will not support any refund claim until after the expiry date of the offered Refund Credit Note, which in this case is 31 March 2021. I have replied that it is totally unacceptable to expect customers to wait 11 months before starting the process of claiming a full refund. The Competitions & Market Authority agree that I am entitled to a refund and said that they will pursue this, but that was 3 month ago and I have heard nothing since. The CAA replied that they were chasing airlines but could not offer any indivudal help. Mastercard are dragging their feet on my Chargeback application. My local MP has at least offered to chase my case with the CMA. If anyone has managed to get a refund from Exoticca, I would be very interest to know how they managed it!

Nebulous2

Who issues your credit card? Did you apply by the 120 day chargeback limit? Put in a formal complaint to the credit card company about the length of time the chargeback has taken. 

Alan_Bowen

ABTA has told every company that a Refund Credit Note is entirely the customers choice and those that want a refund are entitled to it. The company is not a small company, it has a licence for almost 10,000 passengers a year but refunds have been slow from some airlines, Virgin Thai and Malaysian appear on the 'worst' list but others have been refunding slowly. As suggested push your card issuer, it may be the quickest option. The CMA wrote to 100 operators about 4 weeks ago where lots of complaints have been received, but they did not name the companies, hoping that the threat would get action, if they wrote to Exoticaa, it clearly didn't and you might like to remind the CMA of the fact!

missile

After waiting for months for a refund, I put a comment on Exoticca Facebook page https://www.facebook.com/ExoticcaUK. I got a phone call from Julie within hours. She gave me the same BS about waiting for others to refund them. She told me refunds were being scheduled in order of cancellation dates and offered to bring my refund forward from week 44 (Oct 26) to week 40 (Sept 28). Had the cheek to ask if I was satisfied with this 

I have also done a charge back via Nationwide CC and that is another tale of woe.

michelecampbell

Thank you 'Missile' for the suggestion about putting a comment on Exoticca's Facebook page. I'll give that a try, if only to get a specific date on record for my refund.

michelecampbell

I  posted a comment on Exoticca's Facebook page, which did prompt a response from them, but only to say that they apologise for the delay in processing a refund and will review my request as soon as possible. So, nothing more than I already know, but at least their response is on public view now and I can record the time it takes them to 'review' the processing of my refund!

michelecampbell

Further update in my quest to obtain a refund from Exoticca. Having remonstrated with ABTA over their initial non-supportive attitude to my complaint, they have now confirmed that I am indeed entitled to a refund, rather than having to wait for the expiry of the Credit Note, which I have always refused. Whilst explaining that refunds may be taking a long time, as companies are still waiting for monies to be returned from airlines etc, they state they will contact Exoticca to get a specific time frame for processing my refund. ABTA will get back to me with a response. Also, my local MP is supporting my case by writing to the Competition & Markets Authority to chase my case, as I have heard nothing from the CMA since I submitted a complaint back in June. I shall continue to actively pursue my case for a refund through all channels to ensure Exoticca is being publicly highlighted for their extremely poor customer service.

Butts

michelecampbell said:

Further update in my quest to obtain a refund from Exoticca. Having remonstrated with ABTA over their initial non-supportive attitude to my complaint, they have now confirmed that I am indeed entitled to a refund, rather than having to wait for the expiry of the Credit Note, which I have always refused. Whilst explaining that refunds may be taking a long time, as companies are still waiting for monies to be returned from airlines etc, they state they will contact Exoticca to get a specific time frame for processing my refund. ABTA will get back to me with a response. Also, my local MP is supporting my case by writing to the Competition & Markets Authority to chase my case, as I have heard nothing from the CMA since I submitted a complaint back in June. I shall continue to actively pursue my case for a refund through all channels to ensure Exoticca is being publicly highlighted for their extremely poor customer service.

What happened with your chargeback ?

eve824

I have just found this thread, so resurrecting it now. I have been watching the situation with Exoticca closely over the past few months as we had a trip booked with them for October.
I have logged into my account today to find the trip is marked as cancelled, despite not receiving any emails or communication from Exoticca to advise me of this.
Due to their very poor customer service up until this point, I do not want to accept a credit note for a future trip and therefore will be wanting a full refund, which I am entitled to.

OP - did you manage to get a refund / do a chargeback? I paid on my Amex but aware I need an official cancellation email from Exoticca first to make the claim. No idea when I will even get that, as they have clearly already cancelled the trip but forgotten to tell me...!

We booked our flights and one of the hotels separately to extend the tour by a few days so we will see how well Exoticca do vs the other companies. 

michelecampbell

Mastercard have 'refunded' the total amount to my card account, but with the proviso that they will have to recall the funds if Exoticca appeals against this. I have to wait until 18 Nov, after which time, if Mastercard has not contacted me again, the money is securely mine! Have not heard anything from any of the other avenues of enquiries, but am keeping them live until 18 November. So, it looks like that a chargeback is the best way forward with this company - at least for the moment.

eve824

Thanks. They cancelled my trip last week and I have refused the credit note and asked for a refund within 14 days - they have come back and said it will be 'many months' before I get a refund. I've told them if I don't receive the money within 14 days I will initiate a S75 claim through my credit card provider (Amex, so I hope they live up to their good customer service this time!). Wait and see now. 
I only paid the balance 6 weeks ago, I was forced into it else I'd have lost my deposit, despite it being obvious back then the trip would be cancelled. I don't accept that they can now hold that money illegally for 'many months'.

My colleague booked a similar trip through Wendy Wu tours, she was contacted months before her trip (before her balance payment) asking whether she would like to move the trip or have a refund of her deposit. What a difference! Will certainly be re-booking with them and NOT Exoticca.