The new HFP chat thread – Tuesday 31st March

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• Hyudef says:

  31 Mar31 March 11:47

  Hi everyone,
  Some advice on an Easyjet refund would be appreciated! I guess I was one of the lucky ones who still had the option for a refund 3 weeks ago when my flight to Madrid got cancelled. However, it has been 3 weeks now, and still no refund. I believe under EU rules, a refund must be made within 7 working days. Any advice on how to accelerate this? Bought ticket with Amex, so perhaps next avenue is them?

  Cheers,

  -B

  • Kian says:

    31 Mar31 March 12:03

    Last year when I didn’t receive a refund after a few emails back and forth about a in flight purchase refund due to their fault, even though their customer service explicitly said I was due the refund, I sent an email to their head of customer service Karen.Cox@easyjet.com explaining what happened. I received a reply on the second day, and their executive support team (esupport@easyjet.com; Executive.Support@easyjet.com) dealt with my case and refunded me in the same week.

    • hyudef says:

      31 Mar31 March 14:44

      Cheers, very much appreciated!

• Jody says:

  31 Mar31 March 11:54

  Does anyone know if you can make a S75 claim for a package holiday? Google shows mixed responses to this.

  Our situation is we booked a package including flights, hotels and cruise. Flew out on 11th March, arrived to Santiago on 12th March. Cruise was due to leave on 14th March, but on 13th we received notification that all cruises were cancelled. Company we booked with got us home as they are required to do(eventually, after booking unsuitable flights that we wouldn’t have been able to use because of the travel ban in USA, then cancelling our tickets when we were already checked in and through security, and that’s not even the half of it!).

  Since getting home we have basically heard nothing. I’ve phoned a couple of times and been fobbed off. Was given a specific email address they have set up for refunds, but when I sent an email was sent a very terse reply stating that the email address was only for customers who had been waiting more than 4 weeks for a refund. Don’t even know if they’re going to refund us in full, which I believe is what we are entitled to from the research I’ve done.

  We do have travel insurance, which includes trip disruption, but I can see that being a nightmare and them just trying to send us back to the agent. I can show that I’ve tried to contact them numerous times, so I wondered if a S75 claim would apply in this case, as I feel that this might be simpler than a travel insurance claim.

  To add insult to injury, my ex mother in law called me last night. She had a cruise booked for April with the same company (didn’t know this until she called me) and they received a call yesterday asking if they wanted a refund or a rebook. Every time I’ve called or emailed I’ve been told they are dealing with things in strict departure order. Clearly that isn’t the case. It feels like they’ve just simply abandoned the customers who’s holidays were affected when they had already started them, and after getting them home have washed their hands of them.

  • jc says:

    31 Mar31 March 12:07

    Can’t see why not. CC company jointly liable, you’re totally entitled to take it up with them in place of the unhelpful package company.

  • Alan says:

    31 Mar31 March 12:28

    Out of interest, which Travel Agent did you use? We are also waiting on a refund for a cruise that we should currently be on

    • Jody says:

      31 Mar31 March 13:04

      We used Cruise Nation. After the way they’ve dealt with us, I would never book with them again.

      • Alan says:

        31 Mar31 March 14:40

        Thanks Jody. We are currently trying to get a refund from cruise.co.uk and our emails are also being ignored.

        • Jody says:

          31 Mar31 March 15:44

          It’s so frustrating isn’t it? I thought cruise.co.uk might be ok, as I was on a forum for our particular cruise and heard that someone who booked through them was on a flight home from Santiago the very next day, whereas took 3 days and a whole load of hassle.

          I really don’t know how they can get ignoring people, but also don’t really know how to progress it further other than asking to do a S75 request on my credit card.

        • Alan says:

          1 Apr1 April 11:18

          I got a cancellation invoice that said cruise.co.uk would refund our money in 8-10 weeks. As I understand it, the package holiday regulations allow for 2 weeks for a full refund if you holiday was cancelled by the agent/operator. I have been trying to query why the difference between the regulations and their own policy – so far the responses have been deafening in their silence!

          I’ll give it the 8-10 weeks then see what happens. If they go bust, or simply don’t pay up, then I can go down the S75 route.

          Good luck with your quest. I’m definitely thinking about booking direct with the cruise company in the future

• Aditya says:

  31 Mar31 March 12:06

  Hi All

  TAP cancelled my flight from Canada to the UK in May. They only seem to be offering a voucher that is valid for 1 year. Any way to make them change this so that I can actually get the cash back.

  I found a cheap flight and booked it. Otherwise, dont really fly with TAP and never have done before. usually stick to the one world group.

  Paid with a credit card. So would S75 apply or anything that else I can do? thanks

  • Anna says:

    31 Mar31 March 12:08

    TAP is European so is bound by EU261. As others have been advised, make a note of your efforts with them then go for S75.

  • Also says:

    31 Mar31 March 15:54

    TAP customer service is awful at the best of times, so I wouldn’t hold out much hope for a direct refund.

    • Lady London says:

      31 Mar31 March 16:17

      They have a very bad rep in case of this kind of thing apparently. Thank heavens for s75 and chargebacks.

• Arno McLean says:

  31 Mar31 March 12:10

  Kimpton Toronto has just cancelled my 2 night points stay for the beginning of May. Is this the start of IHG start to pro-actively cancel stays?

  • Benj says:

    31 Mar31 March 13:54

    Kimpton Amsterdam did the same to me yesterday for a late April stay. Email explained that they were closing the hotel, and as it was a points booking they immediately refunded the points to me.

    Separately, I cancelled an Easter stay at Intercontinental Istanbul about 10 days ago. I emailed the hotel yesterday as I had not received the cash refund, and they explained that the finance department was closed due to C19, so the refund would not be processed until they return to work again.

  • Lyn says:

    31 Mar31 March 17:14

    Some individual IHG hotels that have had to close because of government restrictions have been doing this for at least a couple of weeks. Email directly from the hotel.

• Craig says:

  31 Mar31 March 12:23

  Hi all – I opened an IHG card with creation on 8 January and have been waiting for my card to arrive since then! I have called nearly 10 times over the last three months and they always just apologise and say they will send me a new one, sometimes even admitting one hadn’t been sent the previous time. I have received other letters from them, so i know the address is correct.

  Given it is now a week or so until the first three months is up and i will lose the benefit of the welcome bonus, I am tempted to cancel. Has anyone else had this problem??? Long shot but if you did, how did you fix it and get your card?!

  • John says:

    31 Mar31 March 13:13

    Formal complaint time

    • Craig says:

      31 Mar31 March 13:23

      indeed. but what could i actually hope to achieve would be my question? would this need to be in written form?

      all i really want is my card 🙁

      • Jayne says:

        31 Mar31 March 16:08

        Hi Craig

        Please can you email us at mediaenquiries@bnpparibas-pf.co.uk as I can then look into this for you as it shouldn’t be an issue. I apologise for the delay and will get somebody to look into this straightaway for you.

• J says:

  31 Mar31 March 12:26

  Apologies if this has been answered elsewhere. I texted virgin for a hilton transfer, and got a reply that HHonors number should be 10 digit, rather than the 9 digit shown in my account. Is this just a leading zero fix, or would I need to contact Hilton to confirm?

  • Rob says:

    31 Mar31 March 12:43

    There are all 9 numbers in our house.

  • Anna says:

    31 Mar31 March 14:14

    My HH number sometimes appear with a # in front of it, is this what they mean?

    • Pangolin says:

      31 Mar31 March 15:50

      The # doesn’t count – it should be 9 actual digits

• Richard Relief says:

  31 Mar31 March 12:31

  I tried to get a refund on an Avios flight but got re-directed to a voucher page – is that the best I can hope for?

  • Rob says:

    31 Mar31 March 12:42

    If the workaround in the article pinned to the top of the home page does not work for you, you must either a) accept the voucher online or b) call BA and get a cash refund.

• Stu says:

  31 Mar31 March 12:51

  Has anyone had experience of BA not providing the voucher? I’ve applied the first day it was available. Now the booking is missing from MMB but no sign of voucher.

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