Barclaycard initially told me that they wouldn't pay out for our lost flights through kthy. I asked for their Head Office address and planned to send a letter to them.
After a further whole evening being passed from pillar to post, I eventually managed to speak to a guy at Barclaycard who told me that there was some hope of getting the money back but not to apply for a refund until
after the outbound flight should have taken place. However, by then, we had already re-booked our flights for a slightly earlier date, so I carried on and sent in my claim (using the standard letter supplied on the Section 75 Consumer Credit Act web page). I attached as much information as I could and it eventually turned out to be a
very fat letter!
We went off to Calis expecting to come back to a letter - and more forms to be completed - from Barclaycard. Instead, there was a letter informing us that the full refund, including incidental expenses, had been paid. I received a Barclaycard statement yesterday, and true to their word, the money had already been credited to our account.
You just have to be persistent.