HELP! PH Travel - Refund timeframes and conflicting information

NOSmith91

Hi Guys,
First post on here and could really do with some support/advice on this one.
Purchased some flights to Vietnam via getaflight/PHTravel Ltd on 31/12/19 for a June 2020 departure/July 2020 return. I booked these flights as part of my nurse training to see how other countries healthcare systems differs to ours, These flights where cancelled by the airline (VietnamAirlines) on the 26th March due to the ongoing Coronavirus Pandemic.

I spoke with GetAFlight about the refund and they advised that they would be refunding me a partial refund of the flight costs (230ish off what I paid) and that it would take 6-8 weeks as they was waiting for funds from the airlines before they can refund me. Which I did not dispute as I appreciate many flights would be cancelled etc and they would inevitably be facing a cash flow problem.

On a number of occasions I have spoken with them both via phone and email, being advised different things on each day (sometimes different things on the same phone call) regarding the status of my refund. Due to the company delaying my refund I opened a claim with my card provider (provided all evidence of conversations etc) and my provider agreed to raise a chargeback which was declined by the retailer on the 28th August on the same day I was advised by a member of the team that they had received the refund and was now in a position to refund it back to my card and advised 5-7 working days which would expire on 9th of September which passed and no refund appeared.

On the 9th I called again and was advised that there had been a problem with the merchant and I they would need to try again, advising a different time frame of 3-5 working days and this would end on the 15/09/2020. I know the day is early but I called them today and they advised it would be the 17th - IF they receive confirmation from the london office that my chargeback claim has been closed.

Advice needed:
1. Where do I stand in regards to them refusing the chargeback and then failing to provide refund after multiple dates advised by them?
2. Are they permitted to withhold a refund until a chargeback claim has been closed?
3. What do I do next!?? 

Thank you in advance! 

[Deleted User]

I think they would be entitled to withhold the refund until the chargeback claim has been closed, however, it does sound like they are stalling and obviously having difficulty repaying.   I would try to get some advice from my bank e.g. how long is a reasonable time frame especially as there is a time limit on chargebacks.   Is this a credit card?   You may be forced to consider a section 75 or your insurance even if you are covered.   Try to keep all correspondence from PH travel  which is difficult if it is all verbal.   If you can,  email them, more than once if need be, outlining all that you have done so far, including times of phone calls etc, just so you have proof you have tried to get the refund from them.    Just my opinion though and what I would be doing.   

Alan_Bowen

The Reviews are fascinating to read, after every review giving one star, as many reviews state you cannot give a lower figure,  the review site is flooded with 6  5 star reviews from people who were 'invited' to review. Their accounts show a turnover in excess of £50 million despite only employing 12 staff  including the one director, they must be working 36 hours a day.... I would want written confirmation of full refund within 48 hours of the chargeback being withdrawn before trusting them with anything

sean7oaks

Hi NOSmith91

May I ask how this played out in the end as similar situation unfolding

Cheers

Westin

sean7oaks said:

Hi NOSmith91

May I ask how this played out in the end as similar situation unfolding

Cheers

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