Rejected refund from travel agent for flights even though paid for advanced refund protection

zigojacko2

I wanted to seek some advice regarding flights I booked to New York through Travel2be.

Basically, my ESTA was rejected meaning that I had to get an appointment at the US Embassy but there was no dates available as not long recently opened them back up after COVID lockdowns etc but I refreshed the page after 5 minutes and two available dates suddenly popped up (for last month) which I booked immediately.

So I travelled to the embassy and had my appointment but it flagged as ineligible but they requested a waiver for me but that might take up to 6 months and the flight is in July so I I can't really wait around now and take the risk that I would have received my waiver back in time before we fly out.

When I booked the flights, I paid extra for refund protection. It was made to sound like that with this, I can cancel and get a refund no questions asked.

I have gone to request a refund and been told no, I can't get one.

Now I know that the first thing anyone will say is read the terms and conditions and I get that and they are basing their response on the fact that I should have had my travel documents ready before booking (and this is stated in the terms and conditions but I genuinely did not see any mention of these terms when booking - it is possible they did not even show these as I am pretty sure I confirmed to myself that if I had to cancel, I could get a refund without any problem).

This company has thousands of bad reviews, many many thousands and absolutely loads of them are regarding being declined refunds.

It's kind of difficult to have done all this before booking seeing that (a) we had all the issues with COVID and travel restrictions, (b) I had no idea I would have to go through the US Embassy and experience several delays beyond my control - and I was up against a time constraint as it's my birthday

I wanted to know if I would have any possible chance of getting money back basically or if anyone could advise anything to try. My payment was made with a Barclays debit card - I have not yet spoken to them but it sounds like there is a cut-off duration of when you can raise disputes as I tried completing the form via my banking app and after putting in the transaction date, it would not let me proceed to the next step.

I do know that I should have done my research first on this company now I see all the bad reviews and complaints. They seem a very shady company and have loads of confusing website redirects and domains that purposefully push you through black holes - even their refund request process is on a completely separate domain that doesn't even mentioned their company. I think they are conning and misleading a lot of people - I certainly won't even go near them again.

[Deleted User]

It seems a standard and reasonable exclusion of the policy, that you would need to have the necessary documentation. They wouldn't cover not having a passport, for example.

Unfortunately, this is just something you'll have to put down to experience.  Any chargeback through Barclays would just be reversed.

user1977

I doubt anybody is going to cover you against failing to sort out your own immigration documents, and it ought to be obvious that there's no such thing as an "all risks covered, no questions asked" insurance policy.

The_Fat_Controller

If you missed the relevant paragraph in their Ts and Cs regarding travel documents and visas etc then you are up the creek without a paddle.

As you have a personal situation or past that precludes obtaining entry clearance to the US online, no positive result at the embassy and no guarantee of a waiver even after a review, it's time to cross the US off your list for now.

born_again

zigojacko2 said:

I wanted to seek some advice regarding flights I booked to New York through Travel2be.

Basically, my ESTA was rejected meaning that I had to get an appointment at the US Embassy but there was no dates available as not long recently opened them back up after COVID lockdowns etc but I refreshed the page after 5 minutes and two available dates suddenly popped up (for last month) which I booked immediately.

So I travelled to the embassy and had my appointment but it flagged as ineligible but they requested a waiver for me but that might take up to 6 months and the flight is in July so I I can't really wait around now and take the risk that I would have received my waiver back in time before we fly out.

When I booked the flights, I paid extra for refund protection. It was made to sound like that with this, I can cancel and get a refund no questions asked.

I have gone to request a refund and been told no, I can't get one.

Now I know that the first thing anyone will say is read the terms and conditions and I get that and they are basing their response on the fact that I should have had my travel documents ready before booking (and this is stated in the terms and conditions but I genuinely did not see any mention of these terms when booking - it is possible they did not even show these as I am pretty sure I confirmed to myself that if I had to cancel, I could get a refund without any problem).

This company has thousands of bad reviews, many many thousands and absolutely loads of them are regarding being declined refunds.

It's kind of difficult to have done all this before booking seeing that (a) we had all the issues with COVID and travel restrictions, (b) I had no idea I would have to go through the US Embassy and experience several delays beyond my control - and I was up against a time constraint as it's my birthday

I wanted to know if I would have any possible chance of getting money back basically or if anyone could advise anything to try. My payment was made with a Barclays debit card - I have not yet spoken to them but it sounds like there is a cut-off duration of when you can raise disputes as I tried completing the form via my banking app and after putting in the transaction date, it would not let me proceed to the next step.

I do know that I should have done my research first on this company now I see all the bad reviews and complaints. They seem a very shady company and have loads of confusing website redirects and domains that purposefully push you through black holes - even their refund request process is on a completely separate domain that doesn't even mentioned their company. I think they are conning and misleading a lot of people - I certainly won't even go near them again.

There is a 120 day limit on chargebacks, but for forward dated events, such as this it is upto 120 days from the flight date. Subject to a maximum 540 days from the debit date of the payment.

But. You will have not chargeback right as the flight will go ahead. As there is no chargeback for customer unable to make flight. Only if the flight does not go.

Your only hope would be if it was covered by your travel insurance.

Ath_Wat

user1977 said:

I doubt anybody is going to cover you against failing to sort out your own immigration documents, and it ought to be obvious that there's no such thing as an "all risks covered, no questions asked" insurance policy.

I don't think it's impossible at all  that you could pay a premium when booking a flight that allowed you to have your money refunded if you cancel in advance, whatever your reason.  They get to keep your premium and resell the flight.
No idea what applied in this instance though.

user1977

Ath_Wat said:

user1977 said:

I doubt anybody is going to cover you against failing to sort out your own immigration documents, and it ought to be obvious that there's no such thing as an "all risks covered, no questions asked" insurance policy.

I don't think it's impossible at all  that you could pay a premium when booking a flight that allowed you to have your money refunded if you cancel in advance, whatever your reason.

If you want freedom to cancel (or rebook) for any reason, you need to pay the premium for a flexible ticket from the airline in the first place - there's not an option for booking a non-refundable ticket and separately buying some sort of add-on flexibility from elsewhere.

mattyprice4004

You’re right, you should have done your research first - but into what the policy covers, not the reviews of the company you booked with. 

We all make mistakes, take it in good grace and read the terms and conditions properly next time. 

400ixl

You can't use Covid as any excuse for not getting an ESTA travel waiver before booking as the system was running throughout the pandemic as usual. There were restrictions on using one to travel but that was not relevant to you.

Pretty much every type of travel insurance (full travel, or ticket cover) have the same exclusions around failure to have your travel visa's in place.

Unfortunately I don't think you have much chance of getting a refund from the policy. Can you move the date of the flight (may have a fee) to a later date when you will have your visa, not your birthday, but may be better than losing all the money.

Ath_Wat

user1977 said:

Ath_Wat said:

user1977 said:

I doubt anybody is going to cover you against failing to sort out your own immigration documents, and it ought to be obvious that there's no such thing as an "all risks covered, no questions asked" insurance policy.

I don't think it's impossible at all  that you could pay a premium when booking a flight that allowed you to have your money refunded if you cancel in advance, whatever your reason.

If you want freedom to cancel (or rebook) for any reason, you need to pay the premium for a flexible ticket from the airline in the first place - there's not an option for booking a non-refundable ticket and separately buying some sort of add-on flexibility from elsewhere.

Is that not what "When I booked the flights, I paid extra for refund protection" means?  I don't see that the OP is anywhere talking about travel insurance.

user1977

Ath_Wat said:

user1977 said:

Ath_Wat said:

user1977 said:

I doubt anybody is going to cover you against failing to sort out your own immigration documents, and it ought to be obvious that there's no such thing as an "all risks covered, no questions asked" insurance policy.

I don't think it's impossible at all  that you could pay a premium when booking a flight that allowed you to have your money refunded if you cancel in advance, whatever your reason.

If you want freedom to cancel (or rebook) for any reason, you need to pay the premium for a flexible ticket from the airline in the first place - there's not an option for booking a non-refundable ticket and separately buying some sort of add-on flexibility from elsewhere.

Is that not what "When I booked the flights, I paid extra for refund protection" means?  I don't see that the OP is anywhere talking about travel insurance.

Admittedly it's not very clear, but from the context I think they mean insurance of some sort, covering a limited range of scenarios. I see other reviews refer to "Covid refund protection".