The Flights Guru- Norwegian Airlines Refund

Dshae

I’m struggling to get a refund from The Flights Guru for  flights cancelled last July to USA. They say the airline Norwegian haven’t released refunds so I can’t get mine. I’ve tried Chargeback and Section 75 from my credit card, but was refused due to me booking through a 3rd party. I’ve tried cancelling the contract following advice from Citizens Advice, but the recorded letter was returned. I don’t believe the company is based at the registered address. The Flights Guru are unhelpful and so unprofessional. Don’t know what to do now and can’t afford to lose £1600. Has anyone experienced this? Any advice on next steps?

Caz3121

have you tried contacting Norwegian to confirm if a refund has been requested and paid to Flights Guru? - until they receive the refund from the airline they have nothing to give you.
Chargeback would have needed to be raised within 120 days of the flight, S75 does not apply as third party.

mattyprice4004

Norwegian have been a nightmare for refunds - if the agent hasn’t got a refund then you can’t expect it back from them. 

Have you called Norwegian to confirm the refund has been passed over? 

Butts

mattyprice4004 said:

Norwegian have been a nightmare for refunds - if the agent hasn’t got a refund then you can’t expect it back from them. 

Have you called Norwegian to confirm the refund has been passed over? 

If he'd done a chargeback in time that is factually incorrect.

CKhalvashi

mattyprice4004 said:

Norwegian have been a nightmare for refunds - if the agent hasn’t got a refund then you can’t expect it back from them. 

Have you called Norwegian to confirm the refund has been passed over? 

Norwegian is largely not the same legal entity that it was before, especially from the UK.

Norwegian Long Haul (a UK airline) was declared insolvent and no longer has the right to operate any flights, nor has any serious assets (as in common with many airlines the aircraft were leased) so this may complicate getting any money from them, especially as many other creditors will come above the OP.

Only by booking directly with the airline do S75 rights apply, so I'm sorry you find yourself in this position OP, but there it unlikely to be anything to do apart from, depending on the structure of your contract, potentially taking the agent to court.

Dshae

mattyprice4004 said:

Norwegian have been a nightmare for refunds - if the agent hasn’t got a refund then you can’t expect it back from them. 

Have you called Norwegian to confirm the refund has been passed over? 

Unfortunately, Norwegian won’t share any info with me!

Dshae

CKhalvashi said:

mattyprice4004 said:

Norwegian have been a nightmare for refunds - if the agent hasn’t got a refund then you can’t expect it back from them. 

Have you called Norwegian to confirm the refund has been passed over? 

Norwegian is largely not the same legal entity that it was before, especially from the UK.

Norwegian Long Haul (a UK airline) was declared insolvent and no longer has the right to operate any flights, nor has any serious assets (as in common with many airlines the aircraft were leased) so this may complicate getting any money from them, especially as many other creditors will come above the OP.

Only by booking directly with the airline do S75 rights apply, so I'm sorry you find yourself in this position OP, but there it unlikely to be anything to do apart from, depending on the structure of your contract, potentially taking the agent to court.

Thanks for your advice. I started by notifying them of breach of contract, however, the recorded delivery letter was returned as Royal Mail couldn’t deliver it. If I was to send court papers they probably wouldn’t be able to deliver them either. 

CKhalvashi

Dshae said:

CKhalvashi said:

mattyprice4004 said:

Norwegian have been a nightmare for refunds - if the agent hasn’t got a refund then you can’t expect it back from them. 

Have you called Norwegian to confirm the refund has been passed over? 

Norwegian is largely not the same legal entity that it was before, especially from the UK.

Norwegian Long Haul (a UK airline) was declared insolvent and no longer has the right to operate any flights, nor has any serious assets (as in common with many airlines the aircraft were leased) so this may complicate getting any money from them, especially as many other creditors will come above the OP.

Only by booking directly with the airline do S75 rights apply, so I'm sorry you find yourself in this position OP, but there it unlikely to be anything to do apart from, depending on the structure of your contract, potentially taking the agent to court.

Thanks for your advice. I started by notifying them of breach of contract, however, the recorded delivery letter was returned as Royal Mail couldn’t deliver it. If I was to send court papers they probably wouldn’t be able to deliver them either. 

Before going as far as court, you'll need to ensure that the agent is acting as a principal for the airline rather than as an agent for you.

We can help you do this if needed, however in the original contract (and who you paid isn't relevant here, it will be the documents you were provided when you booked), who is listed as the supplier? This will be one of the most important parts to ascertain liability.

I want to see you get your money back, but I don't want to see you throwing good money after bad.

mattyprice4004

Butts said:

mattyprice4004 said:

Norwegian have been a nightmare for refunds - if the agent hasn’t got a refund then you can’t expect it back from them. 

Have you called Norwegian to confirm the refund has been passed over? 

If he'd done a chargeback in time that is factually incorrect.

The agent would be within their right to dispute the chargeback on those grounds - they're not responsible for providing the service, they've simply sold a ticket to the OP. 
There's been many cases where chargeback has failed because of this, and they're in this very forum section  

CKhalvashi

mattyprice4004 said:

Butts said:

mattyprice4004 said:

Norwegian have been a nightmare for refunds - if the agent hasn’t got a refund then you can’t expect it back from them. 

Have you called Norwegian to confirm the refund has been passed over? 

If he'd done a chargeback in time that is factually incorrect.

The agent would be within their right to dispute the chargeback on those grounds - they're not responsible for providing the service, they've simply sold a ticket to the OP. 
There's been many cases where chargeback has failed because of this, and they're in this very forum section  

If they've acted as an agent, yes.

If they've acted as a principal (which unfortunately for the OP is rare, but I deemed it reasonable to ask to save the OP money if nothing else) then no.

Westin

CKhalvashi said:

mattyprice4004 said:

Butts said:

mattyprice4004 said:

Norwegian have been a nightmare for refunds - if the agent hasn’t got a refund then you can’t expect it back from them. 

Have you called Norwegian to confirm the refund has been passed over? 

If he'd done a chargeback in time that is factually incorrect.

The agent would be within their right to dispute the chargeback on those grounds - they're not responsible for providing the service, they've simply sold a ticket to the OP. 
There's been many cases where chargeback has failed because of this, and they're in this very forum section  

If they've acted as an agent, yes.

If they've acted as a principal (which unfortunately for the OP is rare, but I deemed it reasonable to ask to save the OP money if nothing else) then no.

They act as an Agent so this will be a dead end route.