The new HFP chat thread – Friday 27th March

This article is closed to new posts. Discussion continues in the HfP Forums.

• Stuart Graham says:

  27 Mar27 March 07:57

  I need some help advice –
  I went to France to ski and arrived on Saturday 14 March by Eurostar. At the time the FCO were not advising against travel. That evening the french government closed everything. Eurostar sent a rescue train and I returned to London on Monday 16 March.
  I booked the trip for 7 people and it was around £1500 each. I booked with Amex (platinum and BA).

  So far I have had zero luck in being able to claim any refunds / insurance.

  The travel agency are not offering a refund yet and want to contact so its suppliers and will make a decision in the future.

  My insurance will not pay as until the travel agency make a decision.

  A section 75 claim was not accepted as it was a travel agents.

  My friend’s insurance company had rejected his claim as I made the booking and his name is not individually listed on the booking. Everything says 7 adults.

  Any advice?
  Thanks

  • Charlieface says:

    27 Mar27 March 08:11

    Insurance shouldn’t mess you around for too long. At the moment you are sitting on a loss. If the agent pays you back you can pay the insurance back.

• mark2 says:

  27 Mar27 March 08:00

  If anyone has got an unused Red Letter Days voucher you can extend the use by date free.

  • Shoestring says:

    27 Mar27 March 08:03

    cheers got 2 waiting – what is the process?

  • Tilly says:

    27 Mar27 March 10:07

    Awesome, thanks.

  • Crafty says:

    27 Mar27 March 10:27

    Thanks was on my to do list.

• Charlieface says:

  27 Mar27 March 08:15

  Sister has an Easyjet flight that’s finally been officially cancelled. Would like a refund but no option on the booking online. The 0330 number just cuts off. Any ideas?

  • Charlieface says:

    27 Mar27 March 08:35

    Finally managed to get onto the queue on 01617749879. We’ll see who actually answers.

    • Michael C says:

      27 Mar27 March 10:58

      Any joy, Charlie? I was unable to get through so sent screenshots of (their) cancellation to:
      customer.support@easyjet.com

      (no word back or recognition of email arriving)

    • ankomonkey says:

      27 Mar27 March 14:55

      Hey! That’s my sister’s number!

    • Charlieface says:

      27 Mar27 March 17:56

      Got cut off at the grand total od 2:59:57. Have also sent contact form. Considering a chargeback.

• Lynn says:

  27 Mar27 March 08:29

  I have a flight booked with Jet2 and it would seem that the only option they are offering is to rebook for another time, would you recommend this?

  • Charlieface says:

    27 Mar27 March 08:34

    No get cash refund. Legally they must do this. If you can’t get through or they refuse call the credit card and make a S.75 or chargeback claim

    • Lynn says:

      27 Mar27 March 15:40

      Thanks

  • Grant says:

    27 Mar27 March 09:15

    If your flight has been cancelled then Jet2 will refund you – seem to be suggesting refunds will be received within 28 days. If you were due to fly after 1st May they are not yet cancelling these flights and are only offering the option to rebook for no change fees.

    • Lynn says:

      27 Mar27 March 15:41

      Thanks

    • Lynn says:

      27 Mar27 March 15:43

      This is what they have on their website
      We are working extremely hard to deal with the unprecedented situation arising from the COVID-19 outbreak in Europe and ensure that affected customers receive all appropriate support and assistance. However, in line with the advice from the UK Civil Aviation Authority, delays and/or cancellations arising from circumstances relating to COVID-19 will be treated as extraordinary circumstances and therefore not eligible for compensation under Regulation EC261/2004.

      • Lynn says:

        27 Mar27 March 15:52

        This is what it says for my booking, flight 4th April

        If you were due to travel before 1 May 2020, you can change your booking without paying an admin fee. Currently, amends to your booking must be made before midnight on 31 March 2020. Please note, we may amend or remove this offer at any time.

        • Grant says:

          27 Mar27 March 15:57

          When were you due to fly?

      • Grant says:

        27 Mar27 March 15:56

        Refunds and compensation are two different things. You are due a refund because of cancellation but are not due additional compensation given that these are extraordinary circumstances.

        The relevant bit of the FAQ for cancelled flights reads:

        If we’ve cancelled your flight(s), you can either amend your booking or receive a refund. We’re contacting all affected customers to advise them of their options. Understandably, we’re receiving a lot of calls and messages on social media right now. We’re dealing with customers as quickly as possible in departure date order, with priority given to those due to depart within the next 48 hours. We thank you for your patience and understanding.

        • Lynn says:

          27 Mar27 March 19:59

          Thanks, I was due to fly on the 4th April. I have contacted my credit card company so hopefully they will be able to sort it. I was confused by the messages on Jet2.

        • Grant says:

          27 Mar27 March 20:36

          I was due to fly on 5th. I had an email today today to say they are working through bookings in departure order and I will hear from them again a few days before we were due to fly. I assume credit card company will only enterain a charge back request after date of departure has passed.

• M says:

  27 Mar27 March 08:36

  In case anyone else in same boat – I had a BA Holidays booking to USA in May with deposit plus some extra paid. Balance was due to be paid next week, outbound flight (with AA on 7 May) already cancelled. Had been hanging off doing anything until a bit closer to the time, but got my “balance due” reminder yesterday.

  I called BA yesterday (no status, so just regular customer service number), only on hold for 5 minutes or so, spoke to a lovely lady, got full refund on its way (due to cancelled flight) with no problem at all.

• Liz says:

  27 Mar27 March 08:39

  I cancelled our USA flights on13/3 – still no avios or refund showing – only got the 241 voucher back and extended to Dec 2020.

  • Annabelle says:

    27 Mar27 March 09:02

    I cancelled my 2-4-1 on 9/3. Got companion voucher back 18/3, only half avios back and no refund at all!

  • BJ says:

    27 Mar27 March 09:54

    Might be worth chasing it up ladies, I had the lot back in under 48h.

    • Liz says:

      27 Mar27 March 10:39

      I already phoned again about the 241 voucher being extended before they automatically extended it. Because our ticket was reissued a couple of times with the return flight and then the domestic leg I was told it wouldn’t refund automatically and had to go to the back office. Will just be happier when the refund is back in my account. Will just have to patient. Stay safe people! 🏴󠁧󠁢󠁳󠁣󠁴󠁿

• AG says:

  27 Mar27 March 08:39

  Hello, just wondering if anyone has any comments on my scenario, thank you in advance.
  I had a OW fight with LATAM departing Zurich on the 4th April booked on a now closed amex plat. Last night they cancelled my flight and confirmed this via email. I called LATAM but they would not speak to me as flight not due to depart in 48 hours and told me to reschedule/request a refund online. I called amex to ask if they could initiate a charge back (as previous agent had told me this would be no problem as long I had evidence of cancellation) but the agent I got this morning (UK based) was reluctant and described it as “asking LATAM what the t&c’s were under which I booked my ticket and that they could say I only have a right to reroute or voucher”, I mentioned EC regulation re cancellations and he said amex could also ask them what their obligations are, as he was unfamiliar… I said yes please do and that in the meantime I would continue to try and cancel directly with LATAM.

  Did I just get a bad agent? Do I need to wait until 48h prior to the flight to demand a refund directly from LATAM and then call amex if that fails? I am back on hold to LATAM now to try again.
  Is this all different because I paid on a charge card?

  • Charlieface says:

    27 Mar27 March 08:49

    Very bad agent. But LATAM are trying to delay refunds to lower pressure on both their CS and their bank account

    • Alex says:

      27 Mar27 March 09:17

      Thanks Charlieface, I guess I can call Amex again if needed and hope for a better agent.

      In the meantime while on hold, I did some digging on flyertalk and found a link to an area on the LATAM website where you can do a refund request online. To my surprise, it showed me the correct £ amount I was due back and said it would go on to my CC (within 15 BD, although said it could take longer due to the current situation). So I have hung up and hope this + Amex request will sort it out.

      FYI – The link can be found in the LATAM forum thread: How can I cancel my LATAM tickets online? from March 23rd.

• Caro says:

  27 Mar27 March 08:45

  I have a flight next week that I will not be able to take. My booking in the App was confirmed but the status has changed to Not Confirmed. What are the implications of this? The flight is not cancelled. Thanks.

This article is closed to new posts. Discussion continues in the HfP Forums.