Can someone please help.

eskbanker

andys15 said:

Arrrrgghhh. It’s getting worse. On the phone to crystal/tui to get a refund. They won’t do it because they say he can go and if they ask for proof at the airport then he can do a lateral flow test. 

Crystal/TUI won't be liable to refund him, but if he took out travel insurance through them then they should be directing him to the relevant underwriter if the policy covers this.

onashoestring

TUI don’t offer refunds , unless they cancel the holiday .
They do allow a change of dates - which you say the group has already done . If the rest of the group don’t want to change the dates of the holiday again for a later date. He will need to claim on his travel insurance for this.

andys15

eskbanker said:

andys15 said:

Arrrrgghhh. It’s getting worse. On the phone to crystal/tui to get a refund. They won’t do it because they say he can go and if they ask for proof at the airport then he can do a lateral flow test. 

Crystal/TUI won't be liable to refund him, but if he took out travel insurance through them then they should be directing him to the relevant underwriter if the policy covers this.

They won’t let him cancel for a positive pcr test though, they are saying if they ask at the airport then he can do a lateral flow and a normal cancellation with less than 24 hours to go negates the insurance.  They are saying he can still go. 

eskbanker

andys15 said:

eskbanker said:

andys15 said:

Arrrrgghhh. It’s getting worse. On the phone to crystal/tui to get a refund. They won’t do it because they say he can go and if they ask for proof at the airport then he can do a lateral flow test. 

Crystal/TUI won't be liable to refund him, but if he took out travel insurance through them then they should be directing him to the relevant underwriter if the policy covers this.

They won’t let him cancel for a negative pcr test though and a normal cancellation with less than 24 hours to go negates the insurance.  They are saying he can still go. 

He won't be able to go if he doesn't meet the published entry requirements for the destination, but unfortunately that doesn't in itself mean that either the travel company or the insurer is on the hook for reimbursing him if the circumstances don't fit the criteria for refunds.

andys15

He is covered for Covid cancellation. 

They are saying he does meets the requirements for travel. So they say we cannot cancel for Covid reasons because he can travel and just needs a lateral flow if asked even though he has tested positive on a PCR and doesn’t meet the requirements. 

So we are covered but they won’t let us cancel as they think we meet the requirements to travel. 

cx6

refer them.to the gvt website re: pcr test (print it out or save it so you have a copy in case you need it later):

https://www.gov.uk/foreign-travel-advice/bulgaria/entry-requirements

remember to use their complaints procedure re insurance and then escalate to insurance ombudsman

eskbanker

andys15 said:

He is covered for Covid cancellation. 

They are saying he does meets the requirements for travel. So they say we cannot cancel for Covid reasons because he can travel and just needs a lateral flow if asked even though he has tested positive on a PCR and doesn’t meet the requirements. 

So we are covered but they won’t let us cancel as they think we meet the requirements to travel. 

Not sure which 'they' you're speaking to but the travel company can't actually stop him from cancelling, and the separate issue of refunding him will presumably be a matter for the insurer, who will be required to recognise what's formally published rather than what's said verbally by ill-informed call centre staff.

andys15

cx6 said:

refer them.to the gvt website re: pcr test (print it out or save it so you have a copy in case you need it later):

https://www.gov.uk/foreign-travel-advice/bulgaria/entry-requirements

remember to use their complaints procedure re insurance and then escalate to insurance ombudsman

We have done. We have read it out to them and they are saying because he has  already had COVID and now out of isolation then he meets the travel requirements to go. 

It’s a group booking and they won’t let us just cancel my son from it. 

SaverRate

as per others have said claim off the travel insurer... and if you don't have travel insurance then sorry but your plain stupid!

andys15

HarryDavies01 said:

as per others have said claim off the travel insurer... and if you don't have travel insurance then sorry but your plain stupid!

Well read what I have said too. We do have travel insurance. TUI and Crystal are saying we Do meet the requirements to travel so therefore we cannot cancel for COViD reasons and cancelling with less than 24 hours to go will not be covered on travel insurance with them. They have travel insurance through TUI/Crystal.