Dream World Travel COVID-19 Refunds

dillydilly1999

Could anyone offer any advice on a C-19 refund from Dream World Travel? We have been waiting 4 months after a flight cancellation by Singapore Airlines and still have nothing. They have advised that they can only pass the funds back once received from the airline, so we checked directly with them and advised that this was done back in September. Reading other reviews on Trustpilot it appears that other people have had similar experiences. I've opened a claim with the credit card company but just wondered if anyone else has been in a similar situation and could offer any advice?

Westin

I expect DreamWorld have a large part to play but I also know from my own SQ experience that the airline was slow and difficult to deal with to secure a refund. SQ had initially offered only a credit and also were not great at responding to online web forms or emails.  Add DreamWorld into the mix and frustration and delay unfolds.

For your situation I would recommend trying to get written confirmation by email from SQ regarding their September refund. Armed with this try DW again and set a final refund time limit to them (say 14 days). 

Having something in writing from SQ regarding the payment to DW will also help if you decide to approach your credit card provider for a S75 claim. You can show that you have tried to deal with DW to resolve, that they have received the refund but still not refunding you.

dillydilly1999

Thanks for your response Westin.
We have indeed obtained written confirmation from Singapore Airlines with a specific date of the refund to DWT. When we forwarded this over to them, they shrugged it off as a mistake and padded out further content with irrelevant T&C's.
Prior to this, we also gave them an adequate deadline to pay us back the refund which they have failed to meet or even acknowledge. At this point, we raised a charge back claim and waiting for a response.

Westin

I would agree, a chargeback or S75 (depending on payment method) would be next best course of action.  Your SQ payment confirmation should greatly aid the process and your case.  This way you may also avoid any refund fee that DW try to impose.

Butts

Westin said:

I would agree, a chargeback or S75 (depending on payment method) would be next best course of action.  Your SQ payment confirmation should greatly aid the process and your case.  This way you may also avoid any refund fee that DW try to impose.

Welcome to the party !!

RoIn

Please goodness help me! I have been arguing with this company for a year after a Singapore airlines trip was cancelled. Sadly I surpassed the deadline to force a refund through my bank (they told me it could take up to 3 months to process the refund so my the time that passed and I was chasing them up the bank could do nothing). Since then DW are claiming they haven't got the money from the airline or are subtracting an admin fee the airline are apparently charging them. They will not acknowledge that I am due a full refund or that my account is with themselves and not the airline.
Basically I'm at a loss and I don't know how to progress this claim. 

Caz3121

RoIn said:

Since then DW are claiming they haven't got the money from the airline or are subtracting an admin fee the airline are apparently charging them. They will not acknowledge that I am due a full refund or that my account is with themselves and not the airline.

You mention that the trip was cancelled, what is key will be whether SQ cancelled the flight or whether the flight operated but you could not travel. (the latter would mean no refund due but many airlines are giving future travel credit/vouchers or would be a travel insurance claim)
It is correct that third parties don't refund until they have received the funds back from the airline. Have you spoken to Singapore Airlines to confirm that a refund was requested and paid to your agent? 
All third parties charge fees for doing work on your behalf, you need to check the terms and conditions you agreed to when you made the booking. (Full refund would be due from the airline if they cancelled the flight and you had booked direct)