Wowcher Travel Deal - CANCELLED - Refund Options?

Peanutter1972

Hi all,

Apologies in advance for the long confusing post. 

We took advantage of a Wowcher deal for a 3 night trip to Ukraine, including Chernobyl tour. This was due to fly out 19th March. 

Have now had it confirmed by the merchant, weekender breaks, that the trip is now cancelled (of course). After many silly phone calls from the merchant, they have finally realised I do NOT want to exchange for a different holiday or a delay to this one. They have confirmed refund proceedings have begun... GREAT, RIGHT?

Now it gets interesting. Wowcher have stated that ANY redeemed wowcher is sold under non-cancellation and non-refundable. They are only looking to offer 'wowcher wallet credit'.

Can anybody shed light on where I stand regards getting actual money back, rather than a completely useless £538.00 of wowcher credit. 

In my mind, as the trip was cancelled by the merchant, ATOL and all other protection kicks in, and I guess for the merchant it has. But, where do I stand with wowcher? They simply sold me a 'ticket' for want of a better word. 

Any advice would be greatly appreciated. 

Westin

Who was "the merchant"?

I don't see this as an ATOL matter.

pogofish

What is the bargain here..?

lisyloo

Did you get an atol certificate?

Peanutter1972

Westin said:

Who was "the merchant"?

I don't see this as an ATOL matter.

Weekender Breaks are the merchant. 

Peanutter1972

lisyloo said:

Did you get an atol certificate?

Indeed. From the "merchant". But where I am confused is where ATOL applies (or does not apply) to the Wowcher deal 🤔 

heatherw_01

Hi, we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email forumteam@moneysavingexpert.com.

Alan_Bowen

If a package holiday is cancelled, the organiser, which in this case is Viva Holidays Ltd, is required to refund in full within 14 days of cancellation. You can accept a voucher but there is no obligation to do so. The High Court confirmed the right to a refund as recently as this morning and you should insist that Viva with whom the contract for travel is, arrange a refund accordingly. 

Peanutter1972

Alan_Bowen said:

If a package holiday is cancelled, the organiser, which in this case is Viva Holidays Ltd, is required to refund in full within 14 days of cancellation. You can accept a voucher but there is no obligation to do so. The High Court confirmed the right to a refund as recently as this morning and you should insist that Viva with whom the contract for travel is, arrange a refund accordingly. 

Much appreciated response, but Viva? The purchase was made through WOWCHER and 'redeemed' through Weekender Breaks. Are Viva a part of WOWCHER?

Alan_Bowen

Viva Holidays, of Ballards Lane in north London, is the registered company behind weekender breaks and the only company authorised by the CAA to operate your tour. They don't have their own ATOL but use that of Hays Travel, the largest chain of agents in the UK so if Viva mess you around contact the HQ of Hays. The reviews I am afraid are shocking, with multiple stories of refusing to offer refunds but just vouchers, say no. It seems it takes around 10 weeks to extract the money!

sheramber

A voucher from a travel company instead of a refund is not the same as buying with a voucher- just like buying with a gift card-  Any refund should be in the same method as payment i.e a Wowcher voucher