Where is my flight refund? (Ryanair + Loveholidays)

shsh8987

We had our May flights to Spain cancelled - it was a package booked through Loveholidays.
As advised by Loveholidays we requested the refund from Ryanair.

Fast forward to Sept and still waiting on the refund.

We filled out a form on Ryanair who advised the refund had been processed - so Loveholidays should have the refund, right?!

 No, contacted Loveholidays who advised they had not yet received the refund - went back to Ryanair who further advised they can see there was a successful charge back, dated 20 Aug, but couldn’t tell me who created the chargeback - I am assuming it was Loveholidays.

I have no issue with having to wait for refund from the travel industry given the circumstances, HOWEVER, when both companies (Ryanair + Loveholidays) are denying being in receipt of my money it becomes a whole different thing! 

Just wondering if anyone else has experienced the same in trying to get their flight refund? 

We have received a refund for the accommodation part of our booking from Loveholidays. 

[Deleted User]

By rights if you book a package holiday and have the ATOL certificate confirming then Love Holidays should refund you the whole lot if one element is cancelled but I know this is not what is happening.   If you have the certificate stating 'package' Get tough with Love Holidays - quote the The Package Travel and Linked Travel Arrangement Regulations 2018 (The Regulations) Quote what Ryanair have told you about having refunded the money anyway,  tell them you are seeking legal advice.   You might be out of time for a chargeback with your bank? But you may have your insurance?   Have you checked that?   From experience, Insurers will send you back to Love Holidays though as it is their legal obligation to refund you.  

shsh8987

Thanks Tedber for your response.

Back in June I did quote the The Travel Package regs and all I got back was spill about how they (Loveholidays) were following ABTA guidelines. I responded that ABATA is trade body set up to represent its members and that its advice did not affect the Travel Package regs. Was like talking to a brick wall. Loveholidays still refused to acknowledge they’re wrong doing. 

Didn’t end up getting insurance as upon approaching the date to depart it was becoming evidently clear we weren’t going anywhere and all new insurance products by that point had tripled. 

Just spoke with LoveHolidays again and they still maintain they have not yet receive the refund from Ryanair. 

Arghh! So frustrating. Like I said, don’t mind waiting for the money but just need comfort it is being dealt with.  

Westin

shsh8987 said:

Thanks Tedber for your response.

Back in June I did quote the The Travel Package regs and all I got back was spill about how they (Loveholidays) were following ABTA guidelines. I responded that ABATA is trade body set up to represent its members and that its advice did not affect the Travel Package regs. Was like talking to a brick wall. Loveholidays still refused to acknowledge they’re wrong doing. 

Didn’t end up getting insurance as upon approaching the date to depart it was becoming evidently clear we weren’t going anywhere and all new insurance products by that point had tripled. 

Just spoke with LoveHolidays again and they still maintain they have not yet receive the refund from Ryanair. 

Arghh! So frustrating. Like I said, don’t mind waiting for the money but just need comfort it is being dealt with.  

Interesting. Perhaps call them out on this now as ABTA have told members including LH that they should refund the holiday in full under the PTR’s if the FCO travel advisories in place tell U.K. citizens not to travel for non-essential reasons.

If they say they were tied to ABTA before they should follow the same lead now.

macman

Basics: what was the scheduled date in May of the outbound leg? You have 120 days from that date to do a chargeback. If too late, did you pay by debit or credit card? If debit card, you are out of time. If credit card, you can still do an S75 rather than a chargeback.
Finally, was this definitely a package booking? It will tell you on your ATOL cert-what is the wording?
If it's a package, LH must refund you. When or whether they receive the refund from Ryanair is immaterial, and not your concern.

shsh8987

Thanks Westin for the ABTA update, I shall get in touch with LH again tomorrow, referencing the update. 

shsh8987

Thanks Macman for the response.

It’s just outside the 120 day window. Although, i did pay for it using a credit card, so depending how I get on tomorrow, perhaps a S75 is the way to go - although wonder if I can do it for part of a payment, as we have received the refund for the accommodation element. 

The ATOL certificate states “Package (Multi-contract) sale” ...?

Good last point. I shall make sure to also allude to that tone tomorrow when I contact LH again.