Cancelled flight - Debit card rights - STA

t8769

Has anyone successfully done a chargeback on a Debit card over a cancelled flight?
We cancelled a flight with STA, they said they would refund our money but they lied, stole the money, then closed down a month later.
We can't get any info to substantiate our claim with the Debit car company.
How have people faired with this?

Thanks

Caz3121

t8769 said:

Has anyone successfully done a chargeback on a Debit card over a cancelled flight?
We cancelled a flight with STA, they said they would refund our money but they lied, stole the money, then closed down a month later.

was the flight cancelled by the airline or did you cancel?
if cancelled by the airline, has the airline confirmed that they issued a refund to STA?
If thee flight was not cancelled by the airline then there is likely no refund due (although some airlines offered future credit / reschedules)

bagand96

Have you seen the advice on ABTA and ATOL regarding STA and explored those avenues?

https://www.abta.com/news/sta-travel-limited-ceases-trading-advice-customers

https://www.caa.co.uk/ATOL-Failures/STA-Travel-Limited/


You say you cancelled the flight... Did STA confirm with you a refund was due? I only ask because generally flights are non-refundable, although I believe STA did sell a small amount of flights that were eligible for refunds. 

As regards to lying and stealing your money... the company went bust, unfortunate, but it is what it is. 

t8769

They lied and stole my money
They promised a refund, but did not do this, knowing they were going to go bust a month later.
I did business with them for 15 years, never had a problem, until they were about to go under, they decided to keep my money.

Thanks

t8769

I cancelled the flight but they said this was no problem, and said they would refund the money to my card.
This is a service STA offered, as was cancelled within 1 hour, nothing to do with the airline, they tell me.

Thanks

sheramber

It is unlikely that the person on the other end of the phone  knew the company was going to go bust and they were going to lose their job.

bagand96

sheramber said:

It is unlikely that the person on the other end of the phone  knew the company was going to go bust and they were going to lose their job.

Agreed.  Very few employees would have been privy to detailed information regarding the immediate future of the company.  The delay in processing the refund is likely due to the overwhelming workload from the COVID 19 crisis.

t8769 said:

I cancelled the flight but they said this was no problem, and said they would refund the money to my card.
This is a service STA offered, as was cancelled within 1 hour, nothing to do with the airline, they tell me.

Thanks

I see.  Most airlines allow 24 hours, and agents are able to act within that time frame.  I guess your communication with STA was over the phone so you have no written proof they’ve said they’ll refund?  And now the bank want proof of this? In the other thread you say they want to see STA T&Cs, if they aren’t attached to your confirmation, is there a link to them? If the link is not live (STA website gone) you could perhaps ask the administrators for a copy? Might be a long shot but worth asking. 

Another thought.... is the airline booking live? Have you tried logging into the airlines website to view the booking? If you can prove there’s no flight booking, then that in itself might help persuade your bank you have the right to a chargeback (paid but goods not provided)

t8769

Thank yuo for the suggestions!
I will ask the administraotrs.