Travel agent refusing to provide a full refund, what can I do?

Shants

Westin said:

Whilst I have not heard of or come across Adams Travel before, it would seem at least this is a traditional independent travel agent and someone that you can contact and hopefully sort out the issue.  My concern had been you might have used an online, overseas based ticket seller who whilst attractive on price will offer little or no after booking service.

Masterfare is part of Statesman Travel Services, a known seller of consolidator flight fares.  They are also licenced by the CAA and sell ATOL protected travel arrangements. This protection may not have been included if you purchased just a flight, or would ATOL protection actually come into play with your issue - but handy for other reasons.

The airline is right in asking you to contact your booking agent and it could well be that the travel agency it not getting the information it requires from the airline.  I suspect the link in the middle (Masterfare) is broken or disrupted.  The refund from SN, together with the refund calculation, would flow from airline to Masterfare to your travel agent.  It sounds like Masterfare needs to either supply the fare refund calculation to Adams Travel, or for Adams Travel to chase them for that detail.

There are occasions where the agent/ticket seller may make an administrative charge for refunds but it would be disclosed in your booking confirmation t&c's, but it will of course not be anywhere near the amount still outstanding to you.

Judging by the refund made I suspect it might be as Sandtree suggests.  Perhaps you have been refunded for the cancelled BRU-FIH  flight [*FIH=Kinshasa N'Djili, DRC?] and possibly not the LHR-BRU-LHR sectors as these might possibly be seen as actually flown, although £494.50 pp for LHR-BRU-LHR seems expensive.     Was your hotel in Brussels arranged by Adams Travel and perhaps included in he total price paid?  If so I doubt a refund for the hotel would be possible.

I would suggest you keep applying pressure on Adams Travel for now and politely ask them to establish (from Masterfare) how your refund has been calculated and if further payment is still due. 

Westin said:

Whilst I have not heard of or come across Adams Travel before, it would seem at least this is a traditional independent travel agent and someone that you can contact and hopefully sort out the issue.  My concern had been you might have used an online, overseas based ticket seller who whilst attractive on price will offer little or no after booking service.

Masterfare is part of Statesman Travel Services, a known seller of consolidator flight fares.  They are also licenced by the CAA and sell ATOL protected travel arrangements. This protection may not have been included if you purchased just a flight, or would ATOL protection actually come into play with your issue - but handy for other reasons.

The airline is right in asking you to contact your booking agent and it could well be that the travel agency it not getting the information it requires from the airline.  I suspect the link in the middle (Masterfare) is broken or disrupted.  The refund from SN, together with the refund calculation, would flow from airline to Masterfare to your travel agent.  It sounds like Masterfare needs to either supply the fare refund calculation to Adams Travel, or for Adams Travel to chase them for that detail.

There are occasions where the agent/ticket seller may make an administrative charge for refunds but it would be disclosed in your booking confirmation t&c's, but it will of course not be anywhere near the amount still outstanding to you.

Judging by the refund made I suspect it might be as Sandtree suggests.  Perhaps you have been refunded for the cancelled BRU-FIH  flight [*FIH=Kinshasa N'Djili, DRC?] and possibly not the LHR-BRU-LHR sectors as these might possibly be seen as actually flown, although £494.50 pp for LHR-BRU-LHR seems expensive.     Was your hotel in Brussels arranged by Adams Travel and perhaps included in he total price paid?  If so I doubt a refund for the hotel would be possible.

I would suggest you keep applying pressure on Adams Travel for now and politely ask them to establish (from Masterfare) how your refund has been calculated and if further payment is still due. 

Thanks this is very helpful. The hotel in Brussels was not included we purchased that separately. I have asked the travel agent this morning and they have said they are to provide a final letter explaining that they cannot do anymore in assisting us with a refund so I am waiting to receive that. In terms of complaining is there anywhere I can go? I was originally thinking financial ombudsman but they’re not a financial service. Please let me know if there’s anywhere you recommend. 

Shants

Westin said:

Judging by the refund made I suspect it might be as Sandtree suggests.  Perhaps you have been refunded for the cancelled BRU-FIH  flight [*FIH=Kinshasa N'Djili, DRC?] and possibly not the LHR-BRU-LHR sectors as these might possibly be seen as actually flown, although £494.50 pp for LHR-BRU-LHR seems expensive.     Was your hotel in Brussels arranged by Adams Travel and perhaps included in he total price paid?  If so I doubt a refund for the hotel would be possible.

Also I just spoke with the travel agent and they stated that it was booked as one whole return and not two separate returns so I am intrigued as to how the airline would have got to that calculation. Are they not legally accountable to provide an explanation of the refunds they provide? 

Westin

Shants said:

Westin said:

Judging by the refund made I suspect it might be as Sandtree suggests.  Perhaps you have been refunded for the cancelled BRU-FIH  flight [*FIH=Kinshasa N'Djili, DRC?] and possibly not the LHR-BRU-LHR sectors as these might possibly be seen as actually flown, although £494.50 pp for LHR-BRU-LHR seems expensive.     Was your hotel in Brussels arranged by Adams Travel and perhaps included in he total price paid?  If so I doubt a refund for the hotel would be possible.

Also I just spoke with the travel agent and they stated that it was booked as one whole return and not two separate returns so I am intrigued as to how the airline would have got to that calculation. Are they not legally accountable to provide an explanation of the refunds they provide? 

Not sure on the legalities but I would say it would certainly be good business practice for them to do so and it is not an unreasonable request for you to make of them.

Is it this travel agency? - https://www.adamstravelaylesbury.co.uk/

If so they seem to be a member of ABTA.  After receiving your promised letter you might wish to contact ABTA and ask them for advice and there thoughts on a member not providing you with a breakdown or clarification on a partial refund. 
https://www.abta.com/help-and-complaints