US Airtours - No Refund

masonsmum

Our Florida holiday was cancelled on 17th June when we were due to fly on the 24th June, the package holiday was booked through US Airtours with Virgin Flights, villa and car hire.
I was offered a credit note but instead opted for a full cash refund which I was advised would take 90 days.  134 days later I have had no refund, they will not respond to my emails and I do not have a contact telephone number for them as it has been removed from their website.  I tried to claim the money back via my bank but when I paid the balance of my holiday I was advised by US Airtours I needed to pay via BACS transfer so I am unable to claim back through my bank as I didnt use my card.  
I have no idea where to turn, I am due almost £4000 back and cant get a straight answer anywhere.  

eskbanker

masonsmum said:

I do not have a contact telephone number for them as it has been removed from their website

https://web.archive.org/web/20180313123614/https://www.usairtours.co.uk/contact-us is an old version of the contact page from 2018, with some numbers on it.  They're ABTA members so you might find that complaining via ABTA helps things along maybe?

macman

What does your holiday insurance offer?
Since your bank or card provider can't help you, you have no other options unfortunately.
PS: just noticed you say the balance was paid by BACS though. So how did you pay the deposit? Anything paid by card at all? It would have to be an S75 on a credit card now, as you are just outside the 120 day time limit for a chargeback. But, even if you paid just £1 on a CC, you are protected for the entire transaction.

sheramber

There website advises they cannot refund until the supplier refunds them.  They are a small concern and will have limited staff to deal with all the refunds due.
I don't think anybody has received a refund from any company without significant delay 
https://www.usairtours.co.uk/refunds-covid-19

macman

sheramber said:

There website advises they cannot refund until the supplier refunds them.  They are a small concern and will have limited staff to deal with all the refunds due.
I don't think anybody has received a refund from any company without significant delay 
https://www.usairtours.co.uk/refunds-covid-19

That statement does not release them from their legal obligations though. 134 days is more than enough to comply.

sheramber

Which is why some companies have gone bust. If they don’t have the money they can’t pay out.Do you push and they go to the wall or do wait for your money?

Insistingon a bank transfer is a  red flag to me.

macman

I'd agree with you, using a BT gives you no protection at all.  OP needs to come back and clarify if an S75 claim is possible.

Butts

sheramber said:

There website advises they cannot refund until the supplier refunds them.  They are a small concern and will have limited staff to deal with all the refunds due.
I don't think anybody has received a refund from any company without significant delay 
https://www.usairtours.co.uk/refunds-covid-19

All my affected BA Holidays whether cancelled by me or them have been refunded in less than a week.

I have just been informed a Venice Trip in Mid-December has been cancelled and they are automatically refunding me. Strangely they are using the new Government Advice on Foreign Travel  as the reason for cancellation,

northantscharlie

@masonsmum did this ever get resolved? We are in a very similar situation (booked through an agent and paid on debit card as they don't take CCs), ABTA have been useless, we've just filed a small claim's court claim against them but currently our money is unprotected as they, against our wishes, have issued us a travel credit note. It would be great to know if you got yours back?