Package Holiday Refund

jfen7

Hi, I'm looking for some advice on whether or not I am due a full refund for my holiday to Tenerife. I booked as a package (Flights + Hotel) through Loveholidays and was informed around 3 weeks ago that our hotel would be closed for the dates of our stay. I was informed that they were trying to arrange alternative accommodation but then heard nothing back. I contacted them today (1 week before the supposed departure date) and was informed that I have the option to gain a full refund from the cancelled hotel but that I was unable to get a refund for the flights as Ryanair were still operating the flights. 

It seems ridiculous to me that I still have to pay for the flights when I now have nowhere to stay. Does the fact that I booked as a package not cover me from this? I was informed by the customer service operative at Loveholidays that they only book flights on our behalf and therefore any refund on flights is totally up to Ryanair. However my package was not fulfilled, so should I not be entitled to a full refund?

Thanks in advance for any help.

eskbanker

If it's booked as a package, and confirmed as such on your ATOL certificate, then Loveholidays are indeed obliged to refund you in full if they cancel it.  I suspect that they're effectively offering you the option of a partial refund and hoping you'll take it, rather than them actually cancelling the entire booking - when you say they gave you 'the option' of a hotel refund, what other options are they tabling?  For example, they are entitled to locate an alternative hotel for you, which, if of equivalent standard and in the same resort, would negate any refund rights....

jfen7

 feskbanker said:

If it's booked as a package, and confirmed as such on your ATOL certificate, then Loveholidays are indeed obliged to refund you in full if they cancel it.  I suspect that they're effectively offering you the option of a partial refund and hoping you'll take it, rather than them actually cancelling the entire booking - when you say they gave you 'the option' of a hotel refund, what other options are they tabling?  For example, they are entitled to locate an alternative hotel for you, which, if of equivalent standard and in the same resort, would negate any refund rights....

Thank you for your response, they did offer to arrange an alternative hotel of equal or better quality but then we never heard back. After I contacted them today they've now said that the holiday is cancelled and given me 3 options:
Option 1: a credit note of the hotel cost + a bonus £100 (No flight credit note)
Option 2: Rearrange the dates of the holiday
Option 3: Apply for a refund (however they of course told me through a live chat that I would be unable to get a flight from Ryanair through them)

The option of a refund on the site seems to slightly contradict what I was told by the customer service operator, stating "Please note that flight refunds are currently managed directly by the airline, and we have a separate process for these. Any refund amount will be transferred to us first and then we’ll transfer it to you within 5 days of receiving it from the airline." But I was told that I wouldn't get a refund for flights if they are still on.

1trainer1

jfen7 said:

 feskbanker said:

If it's booked as a package, and confirmed as such on your ATOL certificate, then Loveholidays are indeed obliged to refund you in full if they cancel it.  I suspect that they're effectively offering you the option of a partial refund and hoping you'll take it, rather than them actually cancelling the entire booking - when you say they gave you 'the option' of a hotel refund, what other options are they tabling?  For example, they are entitled to locate an alternative hotel for you, which, if of equivalent standard and in the same resort, would negate any refund rights....

Thank you for your response, they did offer to arrange an alternative hotel of equal or better quality but then we never heard back. After I contacted them today they've now said that the holiday is cancelled and given me 3 options:
Option 1: a credit note of the hotel cost + a bonus £100 (No flight credit note)
Option 2: Rearrange the dates of the holiday
Option 3: Apply for a refund (however they of course told me through a live chat that I would be unable to get a flight from Ryanair through them)

The option of a refund on the site seems to slightly contradict what I was told by the customer service operator, stating "Please note that flight refunds are currently managed directly by the airline, and we have a separate process for these. Any refund amount will be transferred to us first and then we’ll transfer it to you within 5 days of receiving it from the airline." But I was told that I wouldn't get a refund for flights if they are still on.

check your ATOL certificate, does it say package holiday? if yes you get a full refund as it is their problem, if not then you will need to jump through their hoops to get your money back

Alan_Bowen

Love Holidays and On the Beach are refusing to refund the flights if they cannot get the money back from the airline. they are arguing with ABTA about the FCO advice, they say it is just 'advice' and not the law and ultimately I think someone is going to have to take legal action and see what the law determines is right. Alas, that won't help you one bit. Check to see if your insurance policy covers cancellation when FCO advice changes, that might be an easier option, although insurers have not proved to be particularly helpful either

mike612235

i booked a holiday with love holidays a while ago. paid a 80 pound deposit a second payment of 290 is due monday 14th sept and a final payment 28th sept. the holiday is to rhodes , other greek islands are getting a 14 day return to uk quarantine so thinking rhoodes could follow. What are the implications if i just cancell any further payments.