Hotel refund but not flight

frontrow

Hi,

My daughter booked a holiday - hotel and flights - through love Holiday, due to depart October 8th. According to FCO guidelines released in early October it was not classed as an “essential” trip and the operator offered a cancellation and refund.

They have refunded the hotel costs but not the flights as they have said to get this from Ryan air themselves. Ryan air say that as the flight was not cancelled they will not offer a refund as it was a “choice” decision.

I have tried to get the money back via NatWest as it was paid by debit card but as it was paid in monthly instalments they cannot allocate a specific sum to the airfare – despite providing them with the two costs via the Love holiday invoice.

This means she is nearly £350 out of pocket, does anyone no of who else to try??

MattMattMattUK

Was the booking a package holiday, did you receive an ATOL certificate or a separate booking of hotel and flight?

Hasbeen

Not sure anywhere else to try.

Your daughter followed Advice not to travel.

If flight proceeded, then that would be classified as Disinclination to Travel. As in no show.

The travel operator offered a cancelation and refund on the package holiday??

Or did your daughter ask for the cancellation first.

What if anything does insurance company say?

Someone will be along to give better advice. 

mattyprice4004

She was a no show, so this is a job for insurance. It was advice not to travel only. 

elsien

She did have insurance?

sheramber

elsien said:

She did have insurance?

and did it cover FCO advice not to travel?

macman

There is no contract with Ryanair. Her refund needs to come from LH for both accom and flight, if it was a package with an ATOL cert.

frontrow

Ok, let's try and answer these -
It was a package holiday with an ATOL certificate but that only seems to cover if the operator goes bust (or am I wrong?)
A few days before she was due to go LH contacted her and asked if she wished to proceed or to cancel, sensibly she cancelled and a few weeks later got a refund but just for the hotel.
Does she go back to LH now? They originally told her to contact Ryan air directly.

nilanteh

It sounds as though they gave her a choice and she chose to cancel so she wouldn’t be entitled to a refund. Insurance might be her only hope 

superbigal

frontrow said:

Ok, let's try and answer these -
It was a package holiday with an ATOL certificate but that only seems to cover if the operator goes bust (or am I wrong?)
A few days before she was due to go LH contacted her and asked if she wished to proceed or to cancel, sensibly she cancelled and a few weeks later got a refund but just for the hotel.
Does she go back to LH now? They originally told her to contact Ryan air directly.

Not sensible for her to cancel. The operator would have cancelled and then been liable to refund the whole trip.   They "offered" to let her cancel which she did.   She got her hotel refund and the operator gets out of having to refund the Ryanair element out of their own pocket.    Subtle tactics I guess.  What exactly did the operator offer as a cancellation and refund ? I assume there is an email ?

frontrow

The actual text she received was this -

"The government advises against all but essential travel to your destination. If you no longer wish to travel, you can cancel your booking and we will follow up via email to give you the options to amend your booking, request a cash refund or take a credit note. Please note, flight change options and refunds for flight cancellations will be subject to individual airline policies.

Please reply by 4 pm with YES if you still wish to travel. Reply NO if you no longer wish to travel and would like us to cancel your booking"

But they would have known that Ryan air would not refund?