PACKAGE TRAVEL REFUNDS-What is theTruth?
A wise UK based CA (not cabin attendant in this case) gave me a quote from the applicable act.
"The period generally specified by the Courts as a reasonable time in which an action should take place is fourteen days. That being the case, payments in respect of the straightforward, uncontested parts of any claim should be in the bank account of the claimant before the expiration of the fourteen-day period.
After that you can let the dogs of war loose and contact their company secretary UFS Director Legal and suggest they get their act into gear. Nicely of course....
I have a similar contention with a large middle eastern airline who seem to be unaware of section 75 but they have at least added "Refund" to their website rather than the original "Voucher" button.
The plot thickens.
"The period generally specified by the Courts as a reasonable time in which an action should take place is fourteen days. That being the case, payments in respect of the straightforward, uncontested parts of any claim should be in the bank account of the claimant before the expiration of the fourteen-day period.
After that you can let the dogs of war loose and contact their company secretary UFS Director Legal and suggest they get their act into gear. Nicely of course....
I have a similar contention with a large middle eastern airline who seem to be unaware of section 75 but they have at least added "Refund" to their website rather than the original "Voucher" button.
The plot thickens.
Thread Starter
I only started with TUI because they were specifically mentioned.
I then went on to 'broaden' the discussion to show they were not alone.
No-one has yet explained WHY they can't simply refund the money that is not yet in their Bank but in escrow.
Thread Starter
A wise UK based CA (not cabin attendant in this case) gave me a quote from the applicable act.
"The period generally specified by the Courts as a reasonable time in which an action should take place is fourteen days. That being the case, payments in respect of the straightforward, uncontested parts of any claim should be in the bank account of the claimant before the expiration of the fourteen-day period.
"The period generally specified by the Courts as a reasonable time in which an action should take place is fourteen days. That being the case, payments in respect of the straightforward, uncontested parts of any claim should be in the bank account of the claimant before the expiration of the fourteen-day period.
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Taken from the TUI site took all of 1 minute. No mention of waiting for a year. Even if you do take the holiday credit its Still covered by Atol
If your holiday can no longer go ahead as planned, you’ll receive a refund credit for the full value of your holiday, and we’ll give you a separate booking incentive up to 20%. We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive up to 20%. If you were due to travel before 16 April your refund credit will be automatically emailed to you by 1 May 2020 and if you were due to travel after 16 April you’ll receive it four weeks of your departure date.
Also, if your original booking was part of a package, your refund credit will carry the same ATOL protection. You can therefore be confident that you have financial security.
You can read the refund credit and separate booking incentive terms and conditions here.
• If you’re unable to accept a refund credit you can apply for a refund; however, we’re only able to process a refund for you once you have received your refund credit. You will need to contact our dedicated team using the details below, please be aware that our call centre teams are incredibly busy, so call waiting times are considerably longer than usual. And, please don’t call if you haven’t received your refund credit yet as our teams won’t be able to process your refund. You can call 0203 451 2868 between 9am and 7pm from Monday to Friday.
If your holiday can no longer go ahead as planned, you’ll receive a refund credit for the full value of your holiday, and we’ll give you a separate booking incentive up to 20%. We understand that you may not be ready to book again just yet, so the refund credit gives you the flexibility to book your travel in future. Plus, if your original booking was for a package holiday, you’ll get a separate booking incentive up to 20%. If you were due to travel before 16 April your refund credit will be automatically emailed to you by 1 May 2020 and if you were due to travel after 16 April you’ll receive it four weeks of your departure date.
Also, if your original booking was part of a package, your refund credit will carry the same ATOL protection. You can therefore be confident that you have financial security.
You can read the refund credit and separate booking incentive terms and conditions here.
• If you’re unable to accept a refund credit you can apply for a refund; however, we’re only able to process a refund for you once you have received your refund credit. You will need to contact our dedicated team using the details below, please be aware that our call centre teams are incredibly busy, so call waiting times are considerably longer than usual. And, please don’t call if you haven’t received your refund credit yet as our teams won’t be able to process your refund. You can call 0203 451 2868 between 9am and 7pm from Monday to Friday.
Thread Starter
Ok - it is on a stub on Yahoo news where it states 'up to a year'. The text to the article in The Independent now seems to have been editted, although the stub remains unchanged.
Lets see what Reality occurs.
Lets see what Reality occurs.
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Thread Starter
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Granted everyone loves a rumour, but the industry is in enough dire trouble as it is without people writing senseless crap. Crap that is easily disproven by simply reading the website statement of the company.
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A certain company mentioned above (the Red Team from Yorkshire) is working on contacting customers by date of travel, so to prioritise the closest bookings. They simply are maxxed out in their work and can only do so much.
After trying every option to convince me to take a voucher TUI eventually reluctantly agreed to refund me, within 28 days. 32 days later no refund, after a good hour on the phone the agent advised that they couldn't do anything, it was 'with accounts'. I was told to write and complain, which i did, and got an auto response that they will review my complaint within 28 days. My holiday would be more or less over by now, the contract was not fulfilled, I should have my refund and i don't - not acceptable from TUI. I had hoped this would be a simple process, sadly it look like i'll need to take it further.
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After trying every option to convince me to take a voucher TUI eventually reluctantly agreed to refund me, within 28 days. 32 days later no refund, after a good hour on the phone the agent advised that they couldn't do anything, it was 'with accounts'. I was told to write and complain, which i did, and got an auto response that they will review my complaint within 28 days. My holiday would be more or less over by now, the contract was not fulfilled, I should have my refund and i don't - not acceptable from TUI. I had hoped this would be a simple process, sadly it look like i'll need to take it further.
Who has the money meantime ? An agent of Visa/Mastercard etc called a Merchant Card Processor. See the first post. Because the law requires that the major credit cards are legally liable to refund if the service is not provided, they handle this by not giving the money over in the first place until the event happens, for package operators it is the flight and hotel actually taking place. Mail order places get it even later, there is a process where they have to report when the goods are dispatched. As a business you get to agree the terms (it's rather a one-way discussion) with your MCP when you set up to take credit cards.
If your holiday is cancelled and the money has not been returned apply to Visa etc for a refund. They will get the MCP to do it.
Accountancy bit : Airlines/operators do show the funds held by the MCP for future bookings in their Balance Sheet as Accounts Receivable, so having it refunded does impact on their accounts/creditworthiness, even though the cash is not in their bank.
If your holiday is cancelled and the money has not been returned apply to Visa etc for a refund. They will get the MCP to do it.
Accountancy bit : Airlines/operators do show the funds held by the MCP for future bookings in their Balance Sheet as Accounts Receivable, so having it refunded does impact on their accounts/creditworthiness, even though the cash is not in their bank.
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I have booked one flight, that became cancelled, then another flight that also became cancelled, thru Trip dot com, for my refunds they told me 10 business days, then they told me 28 calendar days, then 30 days, then it shall depend upon when the airline returns the money to them, an airline that is notorious for dragging it's heels refunding if at all.
I've told Trip dot com straight that I paid my monies to them, if they have squandered those monies then that is their problem, somewhat fortunately they have a registered office in England so once my bank's call centre may get back to work if Trip still haven't refunded me then I'll take them to court thru 'Money Claim Online'.
I've told Trip dot com straight that I paid my monies to them, if they have squandered those monies then that is their problem, somewhat fortunately they have a registered office in England so once my bank's call centre may get back to work if Trip still haven't refunded me then I'll take them to court thru 'Money Claim Online'.
Last edited by Phileas Fogg; 19th Apr 2020 at 06:23.
Who has it will depend on the business. For example a big company like TUI will most likely be on 3 day settlement of funds, so they get your money 3 days after the card transaction takes place. Smaller businesses may be on deferred settlement with a delay of 30, 60, maybe 90 days. For example they receive 80% of the value in 3 days and the remainder in 30 days. The acquirers all mark risk limits against tour operators and in some circumstances may take security, guarantees etc, but they won't hold onto all the cash else the business wouldn't be able to operate. The tour operator should segregate those funds, but don't. It's like a business taking payment for a pair of shoes, the price includes VAT and the business accounts to HMRC for the VAT usually quarterly. Some don't though and sometimes HMRC lose out. That's business.
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it's supposed to be 14 days, however, ABTA have been telling their members not to pay out and give a credit voucher instead, and additionally, that any credit voucher is ATOL protected and guaranteed, however, ATOL have so far not agreed to any such guarantee.
Ttfn