Love Holidays/Ryanair - Who does what?

Potbellypig

Booked a package holiday through Love Holidays for next year. Paid deposit, took a couple of payments out, no bother, but received an e-mail yesterday to say flights are cancelled. We've got a bit of flexibility in moving flights and hotel within a small budget increase. But I'm a bit confused on the process. Ryainair website says there's some flights on different days which I can move to for no extra costs. If I choose that option, and LH comes back with a big increase in moving dates for the hotel - what's the process for getting a refund? I assume there's some T&Cs about cancellation fees if the hotel alternative on a different day is more and you don't want to pay. 

But also, if I want a refund then Ryanair says I need to request this from LH and LH website says I need to request from Ryanair. I don't even know who my contract is with at this point. 

eskbanker

Deal with Love Holidays, as they're the package provider, so they have legal responsibilities under the Package Travel Regulations to make the necessary rearrangements or to refund.

twopenny

You are getting a package of flights and hotel from LHs is that right?

Then you have to deal with them.

Seems like, I don't know, they  have sold the holiday and the bank of flights they should have had didn't materialise. Or they've got their organisation wrong. Trouble is you are bound by the T&Cs which of course are to their advantage.

This is the problem with these 3rd party sites. But it's very wrong to do so.

eskbanker

twopenny said:

You are getting a package of flights and hotel from LHs is that right?

Then you have to deal with them.

Seems like, I don't know, they  have sold the holiday and the bank of flights they should have had didn't materialise. Or they've got their organisation wrong. Trouble is you are bound by the T&Cs which of course are to their advantage.

This is the problem with these 3rd party sites. But it's very wrong to do so.

What's very wrong to do what?

I understood OP to be saying that Ryanair cancelled flights rather than this being any issue of Love Holidays' making?

bagand96

twopenny said:

Seems like, I don't know, they  have sold the holiday and the bank of flights they should have had didn't materialise. Or they've got their organisation wrong. 

Love Holidays don't have any "banks of flights", they don't contract for any seats.  When you book a holiday with LH they are dynamically booking a flight with Ryanair (or Jet2/TUI/easyJet etc) in real time just the same as if you book it yourself.  Because they're also selling you a hotel booking at the same time it becomes a package under PTR's with ATOL protection etc.

Ryanair have cancelled the flight.  OP needs to go back to LH and state due to no suitable alternatives they wish to cancel their holiday.  Let LH deal with the admin, as is their obligation under the PTRs.