LeShuttle Booking

Archerychick

Could do with some advice on this before I respond to my card company - 

1. On 23rd March this year I booked a crossing with le shuttle, which was for travel at end of May this year.
2. I was travelling for an event that was cancelled- which was unconnected with le shuttle. 

3. Le shuttle terms allow you to move the booking into the future but only as far as 12 months after the date you BOOKED. So in my case I could only move it to 23/03/2026, and it has to be moved before the date of your booking.
4. I have already booked both my other trips - annoyingly I booked those on the same date, I couldn’t jiggle them all forward. 

5. I contacted le shuttle on the off chance they’d allow me to move to the same dates the following year, and they as expected said no.
6. I wasn’t sure whether there was any protections under section 75. So I called my card provider and went though the above and the details of why the event was cancelled, and asked if there was any protections under section 75. 

7. They told me that they would happily support a chargeback claim based on the event which really surprised me, so I asked him to explain back to me the events to make sure I was being given good instructions and I was. 

8. As instructed I filled in their form, and provided all the supporting information.
9. They approved it before the date of intended travel happened and refunded my card. 

10. I have now had notification that it’s been disputed - which I’m not surprised about and the card company are asking for more details on why I think it should be upheld. 

I’m confused by this, when they are the ones who advised me to take this approach and they were happy with the evidence I had provided.

What now?

Aylesbury_Duck

All you can do is provide your reasons for why it should be upheld, and hope you get lucky.

Wonka_2

Aylesbury_Duck said:

All you can do is provide your reasons for why it should be upheld, and hope you get lucky.

And hope that LeShuttle are a bit more understanding than Ryanair in such situations and don’t cancel future bookings 

Okell

So (1) you paid by credit card, (2) you asked your credit card provider for a s75 refund, but (3) your card provider actually processed a chargeback, and now (4) they are asking you for evidence to support the chargeback they chose to process?   

Depending on exactly what the T&Cs of the le shuttle booking say I suspect both a s75 and a chargeback would fail as the fact that the event you were going to was cancelled is not le shuttle's problem.

I think the only hope you would have with even a s75 claim is if you could argue that the re-booking T&Cs were in some way unfair and could not be enforced.

What sort of ticket did you buy?

born_again

Archerychick said:

Could do with some advice on this before I respond to my card company - 

1. On 23rd March this year I booked a crossing with le shuttle, which was for travel at end of May this year.
2. I was travelling for an event that was cancelled- which was unconnected with le shuttle. 

3. Le shuttle terms allow you to move the booking into the future but only as far as 12 months after the date you BOOKED. So in my case I could only move it to 23/03/2026, and it has to be moved before the date of your booking.
4. I have already booked both my other trips - annoyingly I booked those on the same date, I couldn’t jiggle them all forward. 

5. I contacted le shuttle on the off chance they’d allow me to move to the same dates the following year, and they as expected said no.
6. I wasn’t sure whether there was any protections under section 75. So I called my card provider and went though the above and the details of why the event was cancelled, and asked if there was any protections under section 75. 

7. They told me that they would happily support a chargeback claim based on the event which really surprised me, so I asked him to explain back to me the events to make sure I was being given good instructions and I was. 

8. As instructed I filled in their form, and provided all the supporting information.
9. They approved it before the date of intended travel happened and refunded my card. 

10. I have now had notification that it’s been disputed - which I’m not surprised about and the card company are asking for more details on why I think it should be upheld. 

I’m confused by this, when they are the ones who advised me to take this approach and they were happy with the evidence I had provided.

What now?

Are you sure they not talking about the cancelled event & not the shuttle trip? As there are no chargeback or S75 rights on the shuttle part, as it is not connected to the event.
Unless it was all a package deal, even then it would be messy & liable to be contested by shuttle if they had been paid separately.

If it is not the event, then sounds like something got lost in translation & rep thought you were just talking about shuttle being cancelled?

DeathByFluffy

If they chargeback against Le Shuttle when you have no right to, they're likely to cancel your booking as Ryanair do for the same thing. 
You know you're not entitled to a refund, so to be honest I'd just let the claim drop or you're putting your other trip in jeopardy. 

Okell

I forgot to ask in my earlier post, what does this mean and what is its relevance to any claim against le shuttle?

Archerychick said:

... 4. I have already booked both my other trips - annoyingly I booked those on the same date, I couldn’t jiggle them all forward...

Archerychick

Okell said:

So (1) you paid by credit card, (2) you asked your credit card provider for a s75 refund, but (3) your card provider actually processed a chargeback, and now (4) they are asking you for evidence to support the chargeback they chose to process?   

Depending on exactly what the T&Cs of the le shuttle booking say I suspect both a s75 and a chargeback would fail as the fact that the event you were going to was cancelled is not le shuttle's problem.

I think the only hope you would have with even a s75 claim is if you could argue that the re-booking T&Cs were in some way unfair and could not be enforced.

What sort of ticket did you buy?

I agree it’s unconnected that the event was cancelled and that’s not Le shuttles fault, having never done a S75 claim I wasn’t sure what it would provide cover for which is why I called them.

We talked through the whole thing very clearly, I provided them with a copy of the me shuttle T&cs that showed they hadn’t allowed me to move it to beyond 12 months from the original booking date. As well as the details of the separate event and it being cancelled. I do not believe anything was lost in translation.

it was a short stay saver.

In terms of this - 

4. I have already booked both my other trips - annoyingly I booked those on the same date, I couldn’t jiggle them all forward...

That wasn’t very clear was it sorry. I have 2 more crossings this summer, which are already booked. I booked them on the same date, so I couldn’t say have moved the last one in August to next summer (for my 2026 crossings)  and then the booking in question to the August one., because they were all booked in March, so the terms will only let me move them to March 2026

It sounds like I need to go back to credit card company and explain the discussion, and see what they say 

prettyandfluffy

Can you offer the trip to someone else and change the name? Might be cheaper, if it's possible.

Archerychick

prettyandfluffy said:

Can you offer the trip to someone else and change the name? Might be cheaper, if it's possible.

Yeah I looked at that, and the ticket is not transferable, and the lead booker has to travel (although I don’t recall they’ve ever checked this when I’ve arrived at Folkestone 

Okell

Archerychick said:

Okell said:

So (1) you paid by credit card, (2) you asked your credit card provider for a s75 refund, but (3) your card provider actually processed a chargeback, and now (4) they are asking you for evidence to support the chargeback they chose to process?   

Depending on exactly what the T&Cs of the le shuttle booking say I suspect both a s75 and a chargeback would fail as the fact that the event you were going to was cancelled is not le shuttle's problem.

I think the only hope you would have with even a s75 claim is if you could argue that the re-booking T&Cs were in some way unfair and could not be enforced.

What sort of ticket did you buy?

I agree it’s unconnected that the event was cancelled and that’s not Le shuttles fault, having never done a S75 claim I wasn’t sure what it would provide cover for which is why I called them.

We talked through the whole thing very clearly, I provided them with a copy of the me shuttle T&cs that showed they hadn’t allowed me to move it to beyond 12 months from the original booking date. As well as the details of the separate event and it being cancelled. I do not believe anything was lost in translation.

it was a short stay saver...

You only have a valid s75 claim against your credit card provider if you first have a valid claim against le shuttle.

I don't think you have a valid claim against le shuttle because it isn't their problem that the event you were attending has been cancelled.

As far as I can see from the ticket terms here (TICKET TERMS) you could amend the travel dates for up to a year after the date of original booking on a short stay saver, but if you could not do that you were not entitled to a refund.

There might be questions around whether those terms are unfair and whether you ought to be entitled to at least a partial refund, but I'm not sure you would win.  You could have paid more for the reassurance of knowing you would be entitled to a refund, but you chose to buy a cheaper but non-refundable ticket knowing what the ticket terms were.

(FWIW I'm not sure I necessarily agree with this point of view, but I think that is what your credit card provider will argue and unless you want to risk taking it to court you won't get any further with this approach.)

Archerychick said:

... In terms of this - 

4. I have already booked both my other trips - annoyingly I booked those on the same date, I couldn’t jiggle them all forward...

That wasn’t very clear was it sorry. I have 2 more crossings this summer, which are already booked. I booked them on the same date, so I couldn’t say have moved the last one in August to next summer (for my 2026 crossings)  and then the booking in question to the August one., because they were all booked in March, so the terms will only let me move them to March 2026...

Sorry, but I still don't understand the relevance - if any - of these bookings?