Travel refunds to Austria/Vienna

sstephanie40

On behalf of a lot of tourists I'd like to know what rights we have in getting refunds for flights and hotels in Vienna. Due to the Govt lockdown in Austria imposed at short notice, we are unable to travel to Vienna as per the austria.info website saying "touristic visits are not possible during this time".

https://www.austria.info/en/service-and-facts/coronavirus-information 

Some flights are cancelled -- which is fine and they are refunded but some are running empty to Vienna; presumbably to negate refunds! In the meantime the Austrian Govt has not updated their site with any information, and the UK FCO hasn't said not to travel - though everything is closed.

Can we invoke Section 75/Chargeback for refunds for travel? And more importantly legally what are our rights here? It's very hit and miss. Some have had full refunds from 3rd party booking site and direct with airlines, others no joy. And we are the ones bearing the cost. 

Any help you can give us is welcome. Thank you.

Brie

Have you asked the airline/travel agent?

Brie

And do you have travel insurance??

sstephanie40

Some flights have been refunded, and some haven't - depending on who they are travelling with. BA and Austrian have refunded some flights direct, some brokers too. But equally some haven't. 

Again some have travel insurance but have been knocked back and some their claims accepted. 

sheramber

Some planes will be operating as there will be some people travelling- people travelling for work. Austrians returning home, Austrians travelling to UK for work, holiday makers coming home.

If your plane is cancelled then a refund would be due.

If the plane is not cancelled then you are dependent on any goodwill from the company or if you have travel insurance which covers you for local government lockdown
 
If you hotel is available then unless you have a flexible booking or booked a package deal any refund or credit would be  a goodwill gesture from the hotel owner.

S75 or chargeback would only apply if the service was not provided. Ii does not cover you being unable to take up a service. which is available.

eskbanker

sstephanie40 said:

On behalf of a lot of tourists I'd like to know what rights we have in getting refunds for flights and hotels in Vienna.

sstephanie40 said:

Some flights have been refunded, and some haven't - depending on who they are travelling with. BA and Austrian have refunded some flights direct, some brokers too. But equally some haven't. 

Again some have travel insurance but have been knocked back and some their claims accepted. 

It's meaningless to try to speak on behalf of multiple people who will be experiencing different outcomes that'll largely be related to different circumstances, so generalising isn't practical here. 

Your rights will depend on what legislation applies, and to which parties, so, for example, a customer with a combined flight/hotel booking covered by the Package Travel Regulations will have greater protection than someone with separate bookings, and even more so if there are agents/brokers involved.

Likewise, insurance isn't a one size fits all subject, and policy terms vary widely.

What did you book, with whom, via what payment method, etc?  What response have you had from travel providers, insurers, card companies, etc?

elsien

sstephanie40 said:

Some flights have been refunded, and some haven't - depending on who they are travelling with. BA and Austrian have refunded some flights direct, some brokers too. But equally some haven't. 

Again some have travel insurance but have been knocked back and some their claims accepted. 

That’ll likely be because they’re insured with different people and will have chosen different levels of cover. Insurance doesn’t have a one size fits all. 

Butts

Hope no one was stupid enough to book a trip to Austria with LM.com !!

Prepare for a long wait to see any money if you did.

michael1234

This caught my eye as I'll be transiting in Vienna in a week's time. I'm certain there is no issue for transit passengers (beyond the usual vaccination/test rules of the destination country etc) but even in your case your link is hard to understand.

One the one hand they say as you point out that touristic visits are not possible but on the other they say "Entering Austria is possible" https://www.austria.info/en/service-and-facts/coronavirus-information/entry-regulations  which is linked from your link. Does it mean entry is possible but only for business or visiting family (or friends?)

mattyprice4004

If the flight goes ahead and you can't travel due to immigration restrictions, you're not due a refund. 
If the flight doesn't go ahead and is cancelled, you are due a refund. 

In either situation you're not entitled to a refund for the hotel, as it's not the hotel's fault you can't get there. The exception to this is if the hotel cancels your stay, as then that's them saying 'no' rather than you. 

eskbanker

mattyprice4004 said:

If the flight goes ahead and you can't travel due to immigration restrictions, you're not due a refund. 
If the flight doesn't go ahead and is cancelled, you are due a refund. 

In either situation you're not entitled to a refund for the hotel, as it's not the hotel's fault you can't get there. The exception to this is if the hotel cancels your stay, as then that's them saying 'no' rather than you. 

But if flights and accommodation were booked together then it's likely that the PTRs will offer protection via the 'unavoidable and extraordinary circumstances' provision, hence asking OP last week to clarify their own specific circumstances rather than seeking generalised answers which will only fit certain scenarios....