Teletext have claimed back my money from Easyjet and now deny it ,Help needed ?

Pangy80

Hi guys

Let me explain the situation, I booked a holiday last year to go to Turkey in October, it was all through Teletext, things obviously changed and I had to postpone and rebook, I ended up rebooking for Tenerife,  Teletext told me they can change the hotels but I have to speak to Easyjet and change the flights myself, I did say that I booked with them so it was for them to change but they were not having it, and told me on numerous times I had to do that, so reluctantly I called Easyjet and changed the flights, I had to pay £60 more and I did this, so now I have one booking with teletext and one with easyjet, I went on to my easyjet account earlier this week and I couldn't find my flight, I assumed it has been canceled as flights are still banned, Easyjet have not contacted me so I thought this is weird so I decide to call easyjet and they tell me the flight was cancelled but Teletext had initiated a chargeback and the funds were sent back to Teletext. I decided to call teletext and they tell me I only have a hotel booking with them and as it is still live if I cancel I will lose all of my money, they are denying they initiated a chargeback and say they have no record of the flights, I stand to lose £2000 + as Teletext will not accept they initiated a chargeback and Easyjet cannot confirm they sent the money back to Teletext only that it was sent back to the original payment method.

What can I actually do to get this resolved, I feel like unless Teletext accept responsibility I am screwed, I have obviously learnt a valuable lesson about booking a holiday in the future from places like Teletext but for now I have no idea where I can escalate this to try and get my money back 

Any advice will be greatly appreciated 

[Deleted User]

Sounds complicated. Could do with some dates as to when you booked for Turkey. Who cancelled that booking and when and why you decided to rebook for Tenerife.   A bit more of the conversation with Teletext might help also. 

bagand96

Send a letter before action to both easyJet and Teletext holidays giving them 14 days to refund you for your flights. 

This might not get you the refund, but hopefully get you a written response from both parties giving their position in what’s happened to your money. You can then proceed with whichever company you do need to claim from. For example if easyJet have indeed refunded Teletext then I’d hope they would provide you proof of that.

If I was a betting man I’d say it’s Teletext’s mess.  easyJet would refund a cancelled flight to the payment method made to book, which would be Teletext’s card details. The only question mark I have here is you would expect to see the £60 you paid them directly back... unless it was a non-refundable fee of some sort. 

Westin

If you look over your initial EasyJet flight confirmation for the Turkey flights and the confirmation for the new Tenerife flights, do you have the same or different airline booking reference numbers?  If a different airline reference then try to use the new one to see if the TFS flights exist and remain valid.

I wonder if ‘chargeback’ is a red herring and the original flights were cancelled and credit funds moved to a new TFS booking (plus extra £60 that you paid direct). Those sit under a new booking. The old Turkey booking reference appears and is cancelled in the EZY system. The agent viewing that booking just sees it cancelled and funds transferred elsewhere (not back to Teletext but to new TFS booking).  

You have not mentioned when your new TFS flights are - that would be useful.  Prior to 17 May these likely to also be cancelled and a different issue.

The breaking up of this Teletext packaged holiday was not wise but I understand you were it seems following instruction from the travel company to take this action.  As well as this mess I don’t think that you now have a package and therefore may not now have consumer rights under the Package Travel Regulations or an ATOL protected holiday.  Sounds like you now have separate travel arrangements.

Pangy80

Westin said:

If you look over your initial EasyJet flight confirmation for the Turkey flights and the confirmation for the new Tenerife flights, do you have the same or different airline booking reference numbers?  If a different airline reference then try to use the new one to see if the TFS flights exist and remain valid.

I wonder if ‘chargeback’ is a red herring and the original flights were cancelled and credit funds moved to a new TFS booking (plus extra £60 that you paid direct). Those sit under a new booking. The old Turkey booking reference appears and is cancelled in the EZY system. The agent viewing that booking just sees it cancelled and funds transferred elsewhere (not back to Teletext but to new TFS booking).  

You have not mentioned when your new TFS flights are - that would be useful.  Prior to 17 May these likely to also be cancelled and a different issue.

The breaking up of this Teletext packaged holiday was not wise but I understand you were it seems following instruction from the travel company to take this action.  As well as this mess I don’t think that you now have a package and therefore may not now have consumer rights under the Package Travel Regulations or an ATOL protected holiday.  Sounds like you now have separate travel arrangements.

Sorry let me explain, the original flights to Turkey were not cancelled, but because Turkey went on the isolation list days before we were due to fly they told us we could change, we literally were due to fly on the Saturday and they changed the rules on the Tuesday / wednesday prior, when they said we could change the booking they literally told us we had hours to decide where we want to go or we run the risk of losing everything. we couldn't do the 2 week isolation on return so decided to change to Tenerife for April 2021.

The new hotel with Teletext has given us a new booking reference, I didn't break up the package Teletext told me they couldn't do anything about the flights and I had to do it myself, I asked numerous times but always the same reponse, so I changed the flights and had to pay an additional £60.00 

I understand the flights have already been cancelled, Easyjet didn't even inform me of this as Teletext had initiated a chargeback ( I assume from the original Turkey flights ??? ) 

Where I seem to be getting nowhere is Easyjet are saying the money went back to the original card that paid ( Teletext) and Teletext are denying this is the case, with no flights and only a Hotal booking I have been shafted by both as my hotel booking is still live and I can't cancel without losing everthing.
Teletext will not reply to my emails and when you do get through (min 1.30hrs waiting ) they either put the phone down or tell you they didn't initiate a chargeback for the flights.

the only correspondence I have is from easyjet that said this 

Thank you for contacting easyJet.

As per our conversation regarding booking reference ******** There was a charge back raised and the refund of 1018.40 GBP was processed on 23rd February 2021 to the original method of payment.

The amount should be credited to the account within 3-5 days of it being processed.

I hope this information helps.

Kind regards,

Froba
easyJet Customer Services 


How do I even go about getting teletext to aknowledge this error and refund the money ?? I am going to try and initiate a chargeback from my bank but another rookie mistake was I used my debit card and not my credit card .

I would of been happy to postpone again, but the service from Teletext has been awful and I will never use them again 

Teletextholidaysfanclub

Hi, I have had exactly the same problem, only discovered today the flights were cancelled back in March and teletext took the money and we are left, like you, with accommodation and no flights and nothing but dumb gaslighting and hanging the phone up from teletext. How have got on, have you had any success?
Thanks