Gotogate keeping an admin fee from covid cancellations

catterlen

hi all, 
move searched the threads, feel free to redirect me if I’ve missed one, I couldn’t find it specifically in here though.
gotogate - after a year of pestering them, lying to my credit card company and refusing a chargeback, finally refunded some of my flight money from June 2020.
BUT they sent me £391 of £480 back. I thought I’d read somewhere they can’t do this, as we hadn’t booked extra bags/seats etc. Anyone point me in the right direction how to follow this up? Thanks. 

bagand96

The Terms & Conditions of your contract with Gotogate are where you need to look. 

Third party agents are allowed to charge administration fees to cover work done (i.e. arranging a refund)  These fees need to be notified at the time of booking though

Westin

If you booked direct with an airline then they would have to refund you in full in the event of a cancellation. This is however not the case if you book via a third party. Gotogate is a Swedish based online ticket seller. Providing they mention the service fees within their T&C’s they can deduct them from any refund. They have after all done the booking/refund work you asked them to do when you used them.  Extra charges for seats etc if booked via the airline might come through as a separate refund transaction.

bagand96

From the T&C's:

3.4 Timetable changes and cancellation by airlines

1. Your agreement with the applicable airline may allow them to cancel or amend your bookings. We will notify You of any changes once We are informed of them by the airline.
   
   If You wish to request a change or cancellation refund, as an additional own service, We offer to handle the request on your behalf if permitted by the conditions of the airline. For a list of our fees, click here.
   
   If You have not purchased our Service Package at the time of your booking, this may be bought when requesting our assistance.

The list of fees is a bit odd as it shows two amounts in the same box:

Refund Handling Fee For all refunds requested by You, including requests for refund of ticket amount, taxes, fees and/or charges from the airline. The fee applies also for our administrative work in case of an airline cancellation.

55 GBP per traveler Refund following airline cancellation: 30 GBP per booking

If it was me I would argue that they are only entitled to charge £30 for the booking seeing as it is a "Refund following airline cancellation" but it's not clear if they are adding the £55 per traveller on too?

Butts

bagand96 said:

From the T&C's:

3.4 Timetable changes and cancellation by airlines

1. Your agreement with the applicable airline may allow them to cancel or amend your bookings. We will notify You of any changes once We are informed of them by the airline.
   
   If You wish to request a change or cancellation refund, as an additional own service, We offer to handle the request on your behalf if permitted by the conditions of the airline. For a list of our fees, click here.
   
   If You have not purchased our Service Package at the time of your booking, this may be bought when requesting our assistance.

The list of fees is a bit odd as it shows two amounts in the same box:

Refund Handling Fee For all refunds requested by You, including requests for refund of ticket amount, taxes, fees and/or charges from the airline. The fee applies also for our administrative work in case of an airline cancellation.

55 GBP per traveler Refund following airline cancellation: 30 GBP per booking

If it was me I would argue that they are only entitled to charge £30 for the booking seeing as it is a "Refund following airline cancellation" but it's not clear if they are adding the £55 per traveller on too?

How did they "Lie To your Credit Card Company and refuse a chargeback"

If the Flights were cancelled you are entitled to a refund within 7 Days.

Gallingly if that had succeeded there would have been no deduction from my personal experience.

Voyager2002

Butts said:

How did they "Lie To your Credit Card Company and refuse a chargeback"

If the Flights were cancelled you are entitled to a refund within 7 Days.

Gallingly if that had succeeded there would have been no deduction from my personal experience.

Except that the flights were purchased from an agent. The agent did what they were obliged to do when they supplied the tickets: the fight cancellation was not the agent's fault and so the credit card company would not have been entitled to claw back the money.

Butts

Voyager2002 said:

Butts said:

How did they "Lie To your Credit Card Company and refuse a chargeback"

If the Flights were cancelled you are entitled to a refund within 7 Days.

Gallingly if that had succeeded there would have been no deduction from my personal experience.

Except that the flights were purchased from an agent. The agent did what they were obliged to do when they supplied the tickets: the fight cancellation was not the agent's fault and so the credit card company would not have been entitled to claw back the money.

So if a Flight is cancelled by the provider are you suggesting you are not entitled to claim your money back from the agent via a chargeback if a refund is not forthcoming within the proscribed timescale ?

bagand96

Butts said:

Voyager2002 said:

Butts said:

How did they "Lie To your Credit Card Company and refuse a chargeback"

If the Flights were cancelled you are entitled to a refund within 7 Days.

Gallingly if that had succeeded there would have been no deduction from my personal experience.

Except that the flights were purchased from an agent. The agent did what they were obliged to do when they supplied the tickets: the fight cancellation was not the agent's fault and so the credit card company would not have been entitled to claw back the money.

So if a Flight is cancelled by the provider are you suggesting you are not entitled to claim your money back from the agent via a chargeback if a refund is not forthcoming within the proscribed timescale ?

Are you referring to the timescales in EC261?

Butts

bagand96 said:

Butts said:

Voyager2002 said:

Butts said:

How did they "Lie To your Credit Card Company and refuse a chargeback"

If the Flights were cancelled you are entitled to a refund within 7 Days.

Gallingly if that had succeeded there would have been no deduction from my personal experience.

Except that the flights were purchased from an agent. The agent did what they were obliged to do when they supplied the tickets: the fight cancellation was not the agent's fault and so the credit card company would not have been entitled to claw back the money.

So if a Flight is cancelled by the provider are you suggesting you are not entitled to claim your money back from the agent via a chargeback if a refund is not forthcoming within the proscribed timescale ?

Are you referring to the timescales in EC261?

@Voyager2002 seems under the mistaken impression that you are unable to pursue a chargeback if a Flight is Cancelled and you are unable obtain a refund from a third party provider.

Not so much a case to time but possibility.

bagand96

Butts said:

bagand96 said:

Butts said:

Voyager2002 said:

Butts said:

How did they "Lie To your Credit Card Company and refuse a chargeback"

If the Flights were cancelled you are entitled to a refund within 7 Days.

Gallingly if that had succeeded there would have been no deduction from my personal experience.

Except that the flights were purchased from an agent. The agent did what they were obliged to do when they supplied the tickets: the fight cancellation was not the agent's fault and so the credit card company would not have been entitled to claw back the money.

So if a Flight is cancelled by the provider are you suggesting you are not entitled to claim your money back from the agent via a chargeback if a refund is not forthcoming within the proscribed timescale ?

Are you referring to the timescales in EC261?

@Voyager2002 seems under the mistaken impression that you are unable to pursue a chargeback if a Flight is Cancelled and you are unable obtain a refund from a third party provider.

Not so much a case to time but possibility.

My point being that if the timescale to which you refer is that contained in EC261, then that legislation regulates airlines and is only enforceable against airlines. 

catterlen

Yes I’ve seen the Ts&Cs from Gotogate - it should be £30 for the one booking, as they’ve charged 3x this, and the weird number they’ve come back with is no multiple of £55 for the per customer. We were offered a full refund bar the £30 charge, as a one off, and I’m just sick of chasing them, as Logan air (who I initiated the refund with myself after 9 months and 2 failed chargeback attempts) confirmed that I hadn’t made any additional requests for seats, luggage etc, so was entitled to the full refund as far as they were concerned. Therefore I was expecting £450, not £390. 

This is what gotogate informed me on phone call and via email in January. 

So the rest of the admin fee is not applicable I don’t believe.