Travel up refunds advice or tips 1 September 2021 at 4:08PM in Coronavirus travel help & info 12 replies 1.3K views

Jmyin

Hi, I’ve been reading lots of reviews about obtaining a refund from the travel agents ‘Travel up’ and things don’t look good. I booked two flights to Thailand for October but have to cancel as there are restrictions. I haven’t requested a refund yet because I have asked for a quote for amending the flights to next year. 

They have quoted me £300 costs if I request a refund which is a third of the price I paid for the tickets - their T&C’s say £75 each which is already extortionate, but when I asked them why I am paying twice as much they suddenly don’t understand my question. Their additional costs for amending the flight to another date are also extortionate so I have no choice but to ask for a refund.

I have already complained to the complaints department for their inadequate responses to my emails but I am really worried about requesting the refund after reading all the reviews about the company. Does anyone have any tips or suggestions from[ast experience to help get my refund as soon as possible or has anyone actually received a refund from them?

Thanks in advance 

fromdusktilldawn

Jmyin said:

Hi, I’ve been reading lots of reviews about obtaining a refund from the travel agents ‘Travel up’ and things don’t look good. I booked two flights to Thailand for October but have to cancel as there are restrictions. I haven’t requested a refund yet because I have asked for a quote for amending the flights to next year. 

They have quoted me £300 costs if I request a refund which is a third of the price I paid for the tickets - their T&C’s say £75 each which is already extortionate, but when I asked them why I am paying twice as much they suddenly don’t understand my question. Their additional costs for amending the flight to another date are also extortionate so I have no choice but to ask for a refund.

I have already complained to the complaints department for their inadequate responses to my emails but I am really worried about requesting the refund after reading all the reviews about the company. Does anyone have any tips or suggestions from[ast experience to help get my refund as soon as possible or has anyone actually received a refund from them?

Thanks in advance 

Put everything in writing, keep detailed notes of every conversation and email. If they don't respond, send LBA and take them to small claims. This is what I did and I won. They are atrocious to deal with.

Upsidedownandaround

What are the terms and conditions of the tickets you bought?

Most flight tickets they sell are likely to be non-refundable.

If you decide to amend or want a refund you will have to pay the airline fees and also since you chose to use a 3rd party you would have to pay their admin. fees as well. 

What amount of a refund do you think you are entitled to based on the terms you agreed to?

Caz3121

Which airline? As far as I have seen only Qatar are giving refunds for voluntary cancellations (where the passenger chooses not to travel when the flight is operating) many other airlines are allowing future credit/vouchers which will still be subject to the agents fees you agreed to, but not refund. Requesting a cash refund would usually be subject to the fare rules of the ticket you asked them to purchase (in some cases that may be taxes only less the agents fees) What were the fare rules of the ticket?

Jmyin

@fromdusktilldawn, thank you for the advice, I’ll definitely keep records and take them to small claims if they

Upsidedownandaround They have told me I’m entitled to £604 refund from £904 that I paid. T&C’s for my flight say £75 fee per person. I have been asking what the extra £150 is for but they won’t tell me. 

Caz3121, My flights are with Qatar and i have had refunds from other agents but only paid £30 pp. Qatar are quite good and sent the refund to the agents quite quickly but it’s the third parties that are a nightmare.

Looks like I have no choice but to request the refund and cut my losses. I’ll definitely book directly with the airline next time. 

Upsidedownandaround

If what you say is correct and they can’t account for the extra £150 then you should be able to do a chargeback or S.75, presuming you used a debit or credit card, for the amount of £754.

Request the refund. If they pay it then do the above for the outstanding £150 or if they refuse to refund you until you agree to the £604 refund only then go to your bank and do it for the £754.

onashoestring

Do the T&Cs say Is it £75 per person or per ticket ? Are they counting return journey as 2 tickets x 2 people ? 

Westin

Could the yet unaccounted £150 be a fee that the airline is also charging against the cancellation?  Should be able to see by looking at your ticket fare conditions.

Jmyin

hi onashoestring, no it was £75 per person, then apparently they have added £60 taxes per person and £30 non refundable booking fee which I was not aware of and have never been charges for my last two refunds! T&C’s did not mention this or make it clear.

Jmyin

Hi Westin, no fees from Qatar, I’ve had refunds from them before with no problems or charges. 

Thrugelmir

Jmyin said:

hi onashoestring, no it was £75 per person, then apparently they have added £60 taxes per person and £30 non refundable booking fee which I was not aware of and have never been charges for my last two refunds! T&C’s did not mention this or make it clear.

If the taxes incurred haven't been refunded to the agent then there's nothing to refund you.