Calis Beach and Fethiye Turkey Discussion Forum
Flights, Airlines and Airports => Flights to Dalaman and Turkey, Airlines and Airports => Topic started by: Supacabby on April 08, 2020, 12:29:25 PM
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I've posted this in flights, might be better somewhere else but leave that to the admin team.
I booked TR late last year for flights (with EJ), baggage & hotel for 1st May 2020, that's obviously not going to happen now. I raised a "service request" almost a month ago via the "my booking" section of their website with no response & unable to access anything further as this "locks" the booking. They are not accepting any phone calls.
I fully understand that these are unprecedented times & they must be overwhelmed however to ignore all contact seems a bit strange. I just wondered if anyone else is patiently waiting for TR to acknowledge & how it was dealt with???
For clarity, I don't want cancellation & refund, I'm happy to delay until September, they are still selling flights & hotels on the dates to suit my needs.
Finally: MasterCard have said they have ceased all chargeback request unless there is written confirmation from the agent, obviously that's not possible. Travel Insurance through AXA have said the same.
I'll update this post when I get some contact...
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Had an email from TR a good few weeks after cancellation to say “Given the scale of the situation and the high volumes of customers who are affected, our refund process is taking longer than normal. You don’t need to do anything. Please be rest assure we are working through these as quickly as possible and we will notify you once this is complete “. In other words just wait.
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I’m booked to go to Calis on 9 May for 14 nights, booked with TR, (flight with Easyjet). I haven’t heard anything and had no response to an message I sent them. I have an ATOL certificate. In view of the fact that the Turkish Gov said earlier that they would review flights after 17 April, I thought it would be the end of April before TR would be in touch. For health reasons, I am not able to make long term plans so vouchers or rebooking is not an option. Furthermore, there is no way TR will offer a comparable holiday at the same price as people’s’ original booking, later in the year. The price of Easyjet flights for later in the year have increased hugely.
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Thanks Gordon for your input, I'll await some similar contact soon hopefully.
I'm happy to go later in the year Ray, hope you get yours sorted to suit your needs.
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Try this site to manage your refund. It manages the whole process and we have successfully used 3 times in the past. They are obliged to respond within 30 days or it auto escalates to the company MD and 20 days later to the ombudsman. At that point they will be forced to give a refund. https://www.resolver.co.uk/freeadvice/companies/travel-republic-complaints/services?territory_id=1
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You have to create an account with them first.
https://complaint.resolver.co.uk/users/sign_up
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We have used this numerous times. Most notably when BA stopped all flights due to their IT issues and were refusing to give refunds. Also used with TUI. It does work but can take time (up to 30 days to respond initially then up to a further 20 days before going to ombudsman) and I would advise trying to call TR in parallel.
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Thanks guys, If I don't get any response before 1st May then I'll certainly look at that option, am trying to be fair to TR & patient at the same time, not easy when there's an unknown outcome!
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Update: Today (17th April) I received an email from TR, below is the text for info:
Sadly, in light of the continued advice from the Foreign Commonwealth Office / Department of Foreign Affairs and Trade against all but essential travel, your holiday will not be able to take place.
Over the coming weeks, we will cancel all affected bookings and you will start to see this when you login to the website to view your holiday.
When the world starts to return to normality and you want to get away, we are offering you this credit note email to do just that. This means you can use the value of the payments you have made to us so far, and listed below, to rebook your next escape as soon as you want.
If this option isn’t suitable for you then you can simply request a cash refund and we will get this to you. We will do this as quickly as we can, however - due to the unprecedented number of requests received - a process that normally takes weeks, may take months.
What do we need you to do now?
1. Click on ‘Manage My Booking’ below
2. Sign in to view your booking on the website
3. Click on Customer Support link
4. Create a New Request
5. Select the category you want from the drop down list, either COVID-19 Credit, or COVID-19 Refund
6. In the description text box please let us know what you would like to do
What will happen next?
You then don’t need to do anything. The team will be processing all the requests in departure date order.
If you choose Covid-19 Credit option, one of our Customer Service Team will contact you to redeem this credit note and make your new booking.
For those requesting a refund, these will go back on to the card you made the original payment with and you will be notified by email once they have been processed. Any prior amendment or cancellation charges on the booking will not be refunded.
Credit note terms and conditions
• Credit note value reflects the cleared payments we have received from you to date on your original booking.
• All credit notes must be redeemed through our Customer Service Team
• The new booking can be made up until 31st December 2020.
• The new booking can depart anytime until 31st December 2021*.
• The new booking may require travel with the original airline or attraction ticket provider*, our Customer Service Team will advise you of this when they contact you.
• In most cases suppliers will not allow passengers changes, therefore all passengers noted on the original booking must travel on the new booking*.
• If the new booking is of a higher value than the original, all additional costs must be paid.
• If the new booking is of a lower value than the original, no cash refund will be due however we will issue a further credit note.
*Subject to supplier.
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I received the same email and have requested a full refund. It remains to be seen when that will be forthcoming.
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Thanks. Really useful to know this.
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29.04.20 - todays update: TR have cancelled the hotel but not the flight for 2 days time! No answer to my request for assistance to rebook, not available for contact by phone. If I've not heard by 1st May I'll then go down the route of refund via my Mastercard even though they refused me at the beginning, update to follow...
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Hi a friend who was booked to go to Calis on 30th May has just had an email from Sunshine Holidays. They have said they will be refunding the cost of the accommodation and transfer as soon as possible back to her credit card but they said they will have to wait to apply to Easyjet to get a refund for the flight before refunding the flight cost. Perhaps its the same for Travel Republic?
Sent from my SM-A405FN using Tapatalk
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Hi a friend who was booked to go to Calis on 30th May has just had an email from Sunshine Holidays. They have said they will be refunding the cost of the accommodation and transfer as soon as possible back to her credit card but they said they will have to wait to apply to Easyjet to get a refund for the flight before refunding the flight cost. Perhaps its the same for Travel Republic?
Sent from my SM-A405FN using Tapatalk
If it is I just wish they would make contact to say so, that's my frustration, as busy as I understand they are. Patience Mark...
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TravelRepublic have issued a schedule for making refunds,
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TR have today published this on their website:
Covid-19 Customer Support
We’re delighted to announce that we are now processing refunds for holidays affected by Covid-19.
With the scale of this situation and the number of customers affected, we understand that this is an unsettling time for everyone. We also appreciate and apologise for the extensive time taken to secure this outcome for you and so we hope this announcement alleviates any concerns you may have had during this very challenging time.
From Monday 4 May we will start issuing full cash refunds to all Package Holiday customers and for those with flexible rate bookings, this money will be paid back in full, with no dependency on whether we have received money back from the supplier.
To make the refund process as fair as possible, our Customer Service team will be processing each individual refund in strict departure date order. We will begin issuing refunds from week commencing 4 May 2020. This will be for all holidays that were affected up to and including 22 March 2020. We will continue this on a rolling weekly basis, with refunds issued 7 weeks from the original departure week.
Our refund schedule is laid out below and you’ll receive a quick email from us the week before the payment will be made, so you know when to expect your refund.
For customer due to travel week-ending 22nd March, you will receive your refund week commencing 4th May
For customer due to travel week-ending 29th March, you will receive your refund week commencing 11th May
For customer due to travel week-ending 5th April, you will receive your refund week commencing 18th May
For customer due to travel week-ending 12th April, you will receive your refund week commencing 25th May
For customer due to travel week-ending 19th April, you will receive your refund week commencing 1st June
For customer due to travel week-ending 26th April, you will receive your refund week commencing 8th June
For customer due to travel week-ending 3rd May, you will receive your refund week commencing 15th June
For customer due to travel week-ending 10th May, you will receive your refund week commencing 22nd June
For customer due to travel week-ending 17th May, you will receive your refund week commencing 29th June
For customer due to travel week-ending 24th May, you will receive your refund week commencing 6th July
For customer due to travel week-ending 31st May, you will receive your refund week commencing 13th July
We do want to highlight that for any customer who has claimed for non-delivery of services through their payment provider, your refund will be managed in a separate process and in accordance to the terms of that provider.
For further advice on your booking by departure date click through to our support centre Support Centre for the most up to date information
Time to say goodbye to fees and hello to flexibility…
Since the 6th March we’ve removed our hotel amendment and cancellation fees for all new bookings, giving you the freedom to relax a little more and stay flexible.
And of course, if your chosen airline is offering free booking amendments, as your travel agent, we’ll pass those benefits onto you too. This means we’ll not only provide you with all the same options as the airline but, we’ll also assist you through these when you book with Travel Republic.
To help, you can find a list of all of the airlines who we know have waivered their flight amendment fees here Support Centre. As you would expect, any changes in fare or taxes would still need to be paid.
For anyone with attraction tickets, we have consolidated all of the amendments our suppliers have introduced to help when arranging your new dates.
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All looks good !. See what happens next week when mine is due.
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We ended up taking the refund credit note and received the following message:
"We have recently made some changes to our Refund Credit Note offering where we are now including a Valued Customer incentive of £25, should you wish to update your credit note to reflect this additional amount we can certainly do that for you.
Alternatively, you can opt for a refund of the value of the credit note (excluding the £25 mentioned above) and we will update your booking to place you into our Refund process. Please note that due to the volume of cancellations and the time it takes to recover funds from global suppliers, the refunds themselves will take time to process but we are committed to doing everything we can to ensure these refunds happen on your behalf. Regrettably I’m unable to commit to a specific time frame but, rest assured we are processing these as quickly as we can.
In the meantime, until your refund is processed your Refund Credit Note will remain live and can be used towards a new booking if you change your mind before your refund has been issued.
Please advise which option you would like to take, and we will update your booking accordingly."
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Did anybody get a refund from TR last week ?. I had confirmation of my cancelled flight but nothing else.
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Having had nil correspondence from TR & no way to contact them I have now submitted a section 75 with my CC company for the refund. They advise a minimum wait time of 6 weeks then a further 45 days to allow TR to dispute the claim! Will update when I hear more.
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Very easy to follow advice on TR website regarding what to do ,it’s divided up by date of travel etc and various ways to contact them
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I received a full refund for my May holiday on Friday 26 June. They had advised the refund would be paid w/c 22 so they were true to their word.
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Very easy to follow advice on TR website regarding what to do ,it’s divided up by date of travel etc and various ways to contact them
I have tried every which way to contact them including via the FB page but with no response to any. My refund was due at the end of last week but nothing & over 5,000 people saying the same despite them posting the dates it would be done. I have contacted EasyJet who the flight was booked with who inform me TR have not applied for a refund on my booking yet, this now 2 months after my flight date!
"For customer due to travel week-ending 3rd May, you will receive your refund week commencing 15th June" - I haven't!
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Can you not apply for a chargeback from your bank. I did that with Easyjet as they were taking too long. received refund within one week .
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Very easy to follow advice on TR website regarding what to do ,it’s divided up by date of travel etc and various ways to contact them
I have tried every which way to contact them including via the FB page but with no response to any. My refund was due at the end of last week but nothing & over 5,000 people
saying the same despite them posting the dates it would be done. I have contacted EasyJet who the flight was booked with who inform me TR have not applied for a refund on my booking yet, this now 2 months after my flight date!
Let’s hope you get it sorted soon
"For customer due to travel week-ending 3rd May, you will receive your refund week commencing 15th June" - I haven't!
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I've now submitted a section 75 with the credit card company for both the TR element & the extras paid directly to EJ, advise was to do this & not a chargeback as then the money can't be reclaimed without my knowledge 1st.
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Todays update: I have received a refund from EJ for the xxl seats that were part of the same booking which shows that TR have finally cancelled the booking with them. However still no sign of the TR main refund & the section 75 is going through the motions so just need to be patient! TR still have no phone contact available nor do they acknowledge let alone reply to my requests for assistance.
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supacabby, .
did you know that TR were bought out around xmas by the DNATA group part owned by emerates group .
friends of ours have a similar issue to yours and are now in contact with the new [ april 2020 ] M D of the uk dnata operation who I quote is ardently looking into their claim
contacts frank rejwan m d , Stephen john allan director.
clareden house 147 London road.
Kingston upon thames surrey .
KT26 6NH
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Got my refund today from EasyJet via Travel Republic for the cancelled March flight. Better late than never.
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Todays update: I emailed 1 of the management team at TR yesterday, lo & behold I've had an email today saying my "flight" has been cancelled (no 5hit Sherlock - I was due to fly over 3 months ago!) & a refund will be done in 3 to 5 days. No mention of the hotel booking nor the refund on that, will update further if & when anything happens, let's hope they get back to me before the section 75 kicks in!
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Final update, refund received, no apology, just the generic email from 3 days ago.
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As my grandmother used to say. .All good things come to those that wait..But you have endured Im sure much more than you could have contemplated!! Anyway time to get out the champers :) :angel:
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Final final update! I spoke to my bank today about something different, the chap actually said to me that he was pleased to see the Section 75 had worked & I'd got my refund so it was pressure from the bank that activated the payment not TR doing something 3m late!