The new HFP chat thread – Friday 5th June

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• Jody says:

  5 Jun5 June 15:11

  Two separate complaint questions…….!

  Has anyone complained about a travel agent to ABTA? If so, how did you get on?

  Same question about complaining to the Financial Obudsman about a credit card provider, any tips?

  I am STILL no further forward to receiving a refund for my cancelled cruise package holiday that was cancelled 12 weeks ago (when we had already flown out). Cruise Nation have also failed to respond to my official complaint in the 56 days they are allowed to by ABTA.

  Meanwhile, dispute was put in with Barclaycard on 1st April, and still no update. This is over the 8 weeks the Financial Ombudsman say you should allow. I finally spoke to someone at Barclaycard last week, he said he would escalate it with the dispute team and advised I put a complaint in. I sent a complaint on Sunday evening, and no response at all.

  I have spent hours and hours trying to get this sorted and get our money back. I really wanted to avoid having to make complaints to the official bodies, but seems like I don’t have a lot of choice.

  • Genghis says:

    5 Jun5 June 15:19

    Barclaycard have 8 weeks from the date you lodge the complaint.

  • Andrew says:

    5 Jun5 June 15:28

    Now you have made a formal complaint to Barclays, the clock starts ticking. Have a search for “Before we get involved” on the Financial Ombudsman website, you’ve got about 8 weeks before they’ll look at it now – if you aren’t satisfied by Barclaycard’s response.

    Nothing happens quickly, at the best of times! My last FOS Complaint took 9 months for them to investigate *after* the NewDay rebuff.

  • Jody says:

    5 Jun5 June 15:54

    If I’m honest, I have no clue what it was logged as. When I originally logged the dispute I talked about logging it under Section 75. Every time I’ve sent a secure message I’ve talked about it being a Section 75 dispute. I did mention chargeback recently, just because I was frustrated that nothing appeared to be happening, and I asked if chargeback had been considered as maybe it would be a quicker process (I mentioned my positive experiences with Amex and Haifax and how when I had lodged disputes with them I had had my account credited straight away while it was investigated).

    The problem is, every time I send a secure message I get a very generic message back just saying it is being investigated.

    I’ve tried calling 3 times. The first time it took 2 hours and 40 minutes to get through to anyone, and then the person who answered was just general customer services and couldn’t answer anything at all about the dispute.

    The second time was about 1 hour 15 on hold.. I called the dispute number, but apparently there was a technical issue and the lady who answered was Barclays but was somehow getting dispute calls through to her. She couldn’t help me.

    The third time was last week. Again phoned the disputes number, got through to someone in the fraud team. He told me it shouldn’t have taken so long, and told me he would email the disputes team to get someone to contact me (that hasn’t happened), and advised I put a complaint in, which I did.

    For the poster who said I have to wait 8 weeks from putting the complaint in to FOS, really? I’ve already waited over 9 weeks to get an answer to my dispute, which I haven’t got yet. Doesn’t seem right I now have to wait another 8 weeks ago, and I don’t think that was what I read on the FOS website.I thought if I hadn’t had any solution to my dispute after 8 weeks I could go to them, but will take another look at the website.

    • babyg says:

      5 Jun5 June 16:59

      FYI there are no time frames for section 75…. I gave up with a section 75 with Barclays and went chargeback, resolved much quicker!

  • Pau says:

    5 Jun5 June 18:56

    I have an ongoing dispute with American Express Travel and Amex Platinum. United cancelled a flight and Amex Travel stated that it was a schedule change under USA rules. I pointed out that the USA DOT have clear rules and this was clearly a cancellation. They refused to refund.
    Amex Platinum then stepped in and refunded and even closed the dispute, About 2weeks ago they reversed the decision and in the submission from Amex Travel they included a comment that they had contacted ABTA and that they had advised that the change ie cancelled flight and re accommodated on earlier service was a schedule change and not a cancellation.

    It would appear ABTA keen to protect member rather than their customers. I simply cannot get my head around how removing an operational flight from the schedule and rebooking a customer on a new service with a different flight number could ever be classed as anything but a cancelletion.
    The USA and UK indeed two nations divided by a common language

    I have appealed Amex’s decision.

  • Fred (my comments get moderated EVERY time!) says:

    5 Jun5 June 20:46

    Jody – this is the standard ploy. Most people give up.

    However, if you’re genuinely up for the ‘fight’, then crack on with procedure and stick at it 100%.

    Every such company wants to wear you down; show them that won’t wash with you!

    Keep us updated and am sure many here will support you as required. Good luck!

• Miko says:

  5 Jun5 June 15:15

  OT: In Q3 last year I bought a BA return flight from LHR to KIX in Business with Avios & a Lloyds upgrade (which has now passed its use by date). The outbound leg has now been cancelled. What am I entitled to as BA is not flying to Japan but I still want to go? Can I expect them to move me to a JAL flight? Thanks! Tried to call but busy. what’s the best number & time to call them?

  • Fred (awaiting moderation because Rob/Rhys is monitoring my IP) says:

    5 Jun5 June 20:50

    Thats an interesting one. I’m unsure of the answer myself, but am intrigued as to (a) what should happen and (b) what does happen. Good luck and please do keep us informed.

• Reeferman says:

  5 Jun5 June 15:45

  Data point.
  Just phoned BA (Gold line number) to arrange cash refunds for 2 flights recently cancelled by them for July travel.
  Phone answered within 3 mins and all dealt with very promptly. One involved some AVIOS to be refunded – which have already gone back to my account!

• Sean says:

  5 Jun5 June 16:30

  Hilton Cancellations

  Just had email to confirm can now cancel “non-cancellable or advance purchase” reservations booked before March for no fee until end August.

  • J says:

    5 Jun5 June 18:28

    If I take a refund I guess Amex will claw that £50 back…

    • David D says:

      5 Jun5 June 20:44

      Not necessarily in my experience.

      • J says:

        5 Jun5 June 21:52

        Fingers crossed 🙃

        • Callum says:

          6 Jun6 June 01:26

          They took mine back immediately.

          I complained twice and they gave it back. I relied on a technicality in my complaint (that I didn’t specifically ask Amex Travel for a refund), so I don’t know if that made any difference.

    • Roger says:

      6 Jun6 June 06:16

      They took mine back immediately too

• Grant says:

  5 Jun5 June 16:48

  Through my own bad planning I ended up cancelling my wife’s Virgin Reward + card (in order to avoid the second years fee), leaving 7,632 miles in her FC account – a larger balance having been transferred out to Hilton some time ago. What are my options to get at the remaining miles? First choice would be to send them to Hilton and I was planning on transferring some Amex MR points in to Virgin to top up to 10k then out to Hilton, but this seems like lunacy and a waste of MRs which would be worth more direct to Hilton.

  Do I have any other options?

  • Charlieface says:

    5 Jun5 June 17:08

    KLM and AF are 4k each way minimum

  • Andrew says:

    5 Jun5 June 17:23

    Virgin shopping site

• Harry T says:

  5 Jun5 June 18:31

  Any opinions on the Cotton House or Edition hotels in Barcelona for an August weekend? Hard product at Edition and roof terrace look excellent, Cotton House looks quite boxy room wise but a unique and adorable style generally.

  • Rob says:

    5 Jun5 June 19:32

    I’ve had a tour of Edition – it is very cool. Some rooms have baths with full length bathroom windows so you can sit there and look over the streets! Rooftop bar has good views, basement bar looked very classy. This was all pre-opening so no idea how it is now it is open. Very central location.

    • Harry T says:

      5 Jun5 June 21:12

      Thanks, Rob – I love the design and style from pictures. Looks much classier than the W.

      • Rob says:

        5 Jun5 June 21:59

        W is out of town but on the beach. Hotel Arts is on the beach too. Arts could be walked to the centre, W no chance.

  • Jonathan Stoller says:

    5 Jun5 June 20:56

    stayed at The Cotton House a couple of years ago and loved it. Boutiquey feel. Nice breakfast.

    • Harry T says:

      5 Jun5 June 21:12

      Thanks, were the rooms a decent size?

  • Roberto says:

    5 Jun5 June 22:15

    Check out 1882 hotel. Super position on Las Ramblas. Had a suite there was was very impressed.

• chef says:

  5 Jun5 June 18:54

  Very grateful to youfirst for moving my avios flights to CPT from July to non avios seats next year.

  • Matthew says:

    5 Jun5 June 23:45

    Our of interest, did it matter whether your original booking was on a peak or off peak date when choosing the new date next year?

• Paul says:

  5 Jun5 June 18:57

  Delighted to see Hilton again lead the travel pack by providing a 2 month extension to their fabulous Covid-19 policy..well done Hilton

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