Travel Trolley refusing to allow us to redeem travel voucher

  1. We have a travel voucher for a flight with British Airways that was booked with Travel Trolley
  2. We have written confirmation from the company that the expiry date is late 2023
  3. When we attempt to redeem this voucher, they send us around in circles and say we can only claim back the tax from the original flight and are refusing us to redeem this travel voucher by making up some nonsense saying the original ticket was non-refundable...even though we're not attempting to refund, but to use the travel voucher, which is in date
Travel Trolley / Southall Travel were a member of ABTA at the time of the booking but no longer. They are ATOL protected but I think this is just for package holidays rather than flights only? 

Is the only route we have, to pursue small claims court as they're basically just wasting our time. 

Comments

  • Westin
    Westin Posts: 5,938 Forumite
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    What terms and conditions were attached with the voucher use?  I believe some allowed travel into 2023 (fly) but that bookings had to be made much earlier.  A ticket validity could for example be book by 30.11.22 with ticket validity on travel dates up to 12 months after.

    Was the original voucher issued after a BA flight cancellation, or was it after you decided you did not wish to travel?  I believe those issued under the former and those not used by around September 2022 were refunded back as cash to passengers/booking agents.  Those FTV’s issues for change of heart did have expiry dates.
  • nk8
    nk8 Posts: 64 Forumite
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    The voucher was issued after the destination imposed a compulsory 14 day quarantine for arrivals from UK I think. As such, the airline waived all re-booking fees for use at a later date, but as we went through travel agent, we would need to book directly with travel agent rather than through BA. 

    Condition of voucher just states the flight must be completed before September 2023, no other conditions attached. 

    We have also raised dispute with credit card company, they should equally be liable if I'm not mistaken?



  • Westin
    Westin Posts: 5,938 Forumite
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    nk8 said:
    The voucher was issued after the destination imposed a compulsory 14 day quarantine for arrivals from UK I think. As such, the airline waived all re-booking fees for use at a later date, but as we went through travel agent, we would need to book directly with travel agent rather than through BA. 

    Condition of voucher just states the flight must be completed before September 2023, no other conditions attached. 

    We have also raised dispute with credit card company, they should equally be liable if I'm not mistaken?



    I think that would put you in the FTV (Future Travel Voucher) category for disinclination to travel.  Understandable why you did not wish to travel but a BA gesture on a restrictive ticket over and above fare conditions to allow a deferral on travel rather than a forced cancellation by the airline.  

    Have a look at these links - 
    https://www.britishairways.com/en-gb/information/incident/coronavirus/vouchers-refunds
    https://www.britishairways.com/en-gb/information/incident/coronavirus/future-travel-voucher-refunds

    You need the information at the bottom of that first page link as I think you have a FTV rather than an e-voucher.  The latter being what BA originally issued when they cancelled a flight.
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