TravelUp
May 8, 2020, 5:28 am
#106
Join Date: Nov 2009
Location: Dorset
Programs: BAEC Blue, VS Red, IHG Platinum
Posts: 597
Section 7
"we will refund to you any monies repaid by the carrier to us on your behalf"
Section 17
"a full refund which we receive back form (their typo not mine!!) supplier/airline"
They always talk about the refund they get from the airline which would be that £900 in my example above. They never talk about a full refund of the money you paid to the TA.
"we will refund to you any monies repaid by the carrier to us on your behalf"
Section 17
"a full refund which we receive back form (their typo not mine!!) supplier/airline"
They always talk about the refund they get from the airline which would be that £900 in my example above. They never talk about a full refund of the money you paid to the TA.
May 8, 2020, 7:04 am
#107
Join Date: May 2020
Posts: 3
Section 7
"we will refund to you any monies repaid by the carrier to us on your behalf"
Section 17
"a full refund which we receive back form (their typo not mine!!) supplier/airline"
They always talk about the refund they get from the airline which would be that £900 in my example above. They never talk about a full refund of the money you paid to the TA.
"we will refund to you any monies repaid by the carrier to us on your behalf"
Section 17
"a full refund which we receive back form (their typo not mine!!) supplier/airline"
They always talk about the refund they get from the airline which would be that £900 in my example above. They never talk about a full refund of the money you paid to the TA.
May 8, 2020, 7:40 am
#108
Join Date: Jan 2013
Location: London, UK
Programs: BA GGL, A3 Gold, M&M SEN, FlyingBlue Gold, AS MVP Gold, Hilton Diamond, IHG Spire Amb
Posts: 902
I agree their wording is poor, however T&Cs aside, as a customer who has had a flight cancelled by the airline the law states we should receive a FULL REFUND. It is completely wrong that we should be out of pocket to any degree in this situation. I’m prepared to fight them to the bitter end on this!!
May 8, 2020, 8:06 am
#109
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,147
One thing this Thread has taught me ... never use an OTA again!
Have used Netflights and someone else in the past, albeit with no difficulties I can recall. But not any more.
Have used Netflights and someone else in the past, albeit with no difficulties I can recall. But not any more.
May 8, 2020, 9:52 am
#111
Join Date: Jan 2013
Location: London, UK
Programs: BA GGL, A3 Gold, M&M SEN, FlyingBlue Gold, AS MVP Gold, Hilton Diamond, IHG Spire Amb
Posts: 902
yup, that's my understanding. Either way, chargeback is on its way. In the breakdown travelup sent me there was a position named "Internal card charges", which along with the rip off admin fee is not refundable. Let's see if AmEx agrees.
May 9, 2020, 9:46 am
#112
Join Date: Jan 2006
Location: Taunton, UK
Programs: BA Silver, Marriott Silver
Posts: 1,158
May 14, 2020, 9:29 am
#113
Join Date: Sep 2014
Posts: 55
On the Facebook group about TravelUp there are confirmed reports of people's chargebacks being disputed with fraudulent evidence.
- TravelUp claiming to have offered vouchers / refunds and having them been accepted when they haven't contacted the person
- TravelUp presenting false invoices (that sometimes don't even have the correct name or amount stated)
- TravelUp showing the new amended Ts&Cs for bookings made under the old ones
- TravelUp claiming to have offered vouchers / refunds and having them been accepted when they haven't contacted the person
- TravelUp presenting false invoices (that sometimes don't even have the correct name or amount stated)
- TravelUp showing the new amended Ts&Cs for bookings made under the old ones
May 14, 2020, 11:06 am
#114
Join Date: Dec 2009
Posts: 2,553
On the Facebook group about TravelUp there are confirmed reports of people's chargebacks being disputed with fraudulent evidence.
- TravelUp claiming to have offered vouchers / refunds and having them been accepted when they haven't contacted the person
- TravelUp presenting false invoices (that sometimes don't even have the correct name or amount stated)
- TravelUp showing the new amended Ts&Cs for bookings made under the old ones
- TravelUp claiming to have offered vouchers / refunds and having them been accepted when they haven't contacted the person
- TravelUp presenting false invoices (that sometimes don't even have the correct name or amount stated)
- TravelUp showing the new amended Ts&Cs for bookings made under the old ones
May 14, 2020, 11:15 am
#115
Join Date: Sep 2014
Posts: 55
I imagine that you need to escalate chargeback to a Section 75 claim (if in the UK), or reopen the dispute with your bank and show further evidence proving TravelUp wrong (which if they are lying like people say they are should hopefully not be that difficult).
OTA business will take a big hit after this pandemic. This isn't the way to retain customers and hopefully more publicity is given to businesses not acting in accordance with the law during the pandemic.
OTA business will take a big hit after this pandemic. This isn't the way to retain customers and hopefully more publicity is given to businesses not acting in accordance with the law during the pandemic.
May 14, 2020, 11:39 am
#116
Join Date: Jul 2019
Location: UK
Programs: BA Silver, IHG Platinum
Posts: 943
Pretty much no one will have saved the terms and conditions, which seems exactly what TravelUp is relying on here. Reprehensible behaviour here from them by the sounds of it.
Hopefully it's all being reported to the authorities as well.
Hopefully it's all being reported to the authorities as well.
May 14, 2020, 12:03 pm
#117
Join Date: Dec 2009
Posts: 2,553
https://www.coronavirus-business-com...ervice.gov.uk/
This is the report a business to the consumer market authority form of the UK government.
Anyone at the receiving end of dodgy behaviour from travel up, please fill out the form above and pass it on to others. It is really short and quick to fill out.
This is the report a business to the consumer market authority form of the UK government.
Anyone at the receiving end of dodgy behaviour from travel up, please fill out the form above and pass it on to others. It is really short and quick to fill out.
May 14, 2020, 2:06 pm
#119
Join Date: Sep 2012
Posts: 2,575
https://www.which.co.uk/consumer-rig...mer-credit-act this is also something I hadn't realised , you may not have s75 protection if you use an agency/third party. This is an issue I am facing on a flybe ticket currently with another OTA, they are saying they provided their service and the fact the actual service wasn't delivered isn't their problem. Luckily I have insurance to fall back on if HSBC doesn't reimburse.
I rarely used OTA unless it was a) offering a substantial saving and b) a simple ticket that I wasn't planning to change. But I have decided to only book direct going forward and to use an American Express to pay where possible as their service has been excellent throughout this turbulent time
I rarely used OTA unless it was a) offering a substantial saving and b) a simple ticket that I wasn't planning to change. But I have decided to only book direct going forward and to use an American Express to pay where possible as their service has been excellent throughout this turbulent time
May 14, 2020, 3:17 pm
#120
Join Date: Nov 2008
Location: Cambridge, UK
Programs: Mucci, BA GGL/CCR
Posts: 761